CARBON OFFROAD AUSTRALIA - SHIPPING POLICY

Applies to: carbonoffroad.com.au

Effective Date: June 2026

1. Shipping Costs & Dispatch

Our priority is to get your gear to you as efficiently as possible across Australia.

• Orders Over $150: Receive free standard shipping Australia-wide, excluding some bulky items, clearance items, and remote-area deliveries.

• Orders Under $150: Incur a flat-rate shipping fee of $12.95.

• Clearance Items: Items marked as Clearance found in the Clearance section are excluded from free shipping, these items will incur a shipping fee.

• Dispatch Time: In-stock items ordered before 10:00 AM are typically dispatched from our warehouse on the same business day. Dispatch times may vary during peak periods, public holidays, or operational delays.

• Delivery Timeframe: Once dispatched, most domestic orders arrive within approximately 5 business days. Delivery times are estimates only.

2. Delivery Addresses, PO Boxes & Remote Areas

• Items Over 20kg: Due to courier weight restrictions, winches and heavy recovery gear cannot be delivered to PO Boxes or Australia Post Parcel Lockers. Please provide a physical street address at checkout.

• Remote Communities: If you live in a highly remote community, please provide your local post office address, freight depot, or designated community drop-off point where standard street delivery is unavailable.

• No Street Address Available: If you do not have a suitable physical delivery address, please contact our team before placing your order so we can arrange delivery to a local freight depot for collection.

3. Tracking Your Order

Once your order is dispatched, you will receive a shipping confirmation email containing a tracking link. The physical delivery of your order is handled by our freight partners, which may include Australia Post, Aramex, FedEx/TNT, or other specialized carriers.

4. Delivery Delays & Carrier Issues

For the fastest tracking updates, you may contact the carrier directly. However, if your delivery is significantly delayed, missing, or damaged, contact us and we will open a carrier investigation where appropriate. Nothing in this Shipping Policy limits your rights under the Australian Consumer Law.

5. Residential Deliveries & Authority to Leave

• Commercial Addresses Recommended: For high-value or bulky products, we strongly recommend delivery to an attended commercial business address (9:00 AM - 5:00 PM) to ensure a secure handover.

• Authority to Leave (ATL): For residential deliveries, if no one is home, the courier may leave the package in a safe location at the driver’s discretion. Customers are responsible for providing a safe and accessible delivery address.

6. Redelivery Fees & Depot Collection

If the courier determines there is no safe place to leave the package, the item may be carded for redelivery or depot collection. If a carrier charges a redelivery fee, you may be required to pay that fee before the item is re-delivered. Alternatively, you may be required to collect heavy items from the carrier’s nearest freight depot.

7. Regional & Bulky Freight Re-Quotes

Extremely bulky orders or deliveries to exceptionally remote locations (e.g., offshore islands, remote mining communities, remote NT, WA, QLD, SA, or TAS locations) may require a manual freight review. If the actual freight cost significantly exceeds the automated checkout amount, we reserve the right to contact you before dispatch to:

1. Pay the freight difference; or

2. Cancel the order for a full refund.

8. Damaged Deliveries

If your order arrives damaged, please contact us immediately. Where possible, report damage within 48 hours of delivery so we can preserve evidence and lodge a timely carrier claim. Please provide:

• Your order number.

• Photos or video of the damaged product and internal protection material.

• Photos of the outer carton showing the shipping label clear and legible.

Please keep the product and all packaging until the claim is resolved. A delayed report may make a carrier claim more difficult to assess, but this timeframe does not limit your rights under the Australian Consumer Law.

9. Missing or Lost Deliveries

An order is usually treated as lost in transit if tracking has had no meaningful movement for at least 7 consecutive business days, or the carrier confirms the freight is unrecoverable.

• If your order included Carbon Offroad Shipping Protection, your claim may be eligible for fast-track handling.

• If your order did not include it, we will still assist with the carrier investigation process where appropriate.

10. Carbon Offroad Shipping Protection

Carbon Offroad Shipping Protection is an optional in-house service available at checkout. It allows eligible delivery-related claims to be fast-tracked for replacement, store credit, or refund without waiting for the full carrier investigation process. Shipping Protection is not insurance and does not replace your rights under the Australian Consumer Law.

11. Contact

For shipping and delivery enquiries, contact:

Carbon Offroad Australia

Email: shipping@carbonoffroad.com.au

CARBON OFFROAD AUSTRALIA - SHIPPING PROTECTION POLICY

Applies to: carbonoffroad.com.au

Effective Date: June 2026

1. Overview

To help provide a faster and smoother delivery resolution process, Carbon Offroad Australia offers optional Carbon Offroad Shipping Protection at checkout.

This is an in-house service that allows us to fast-track eligible claims for orders that are lost, stolen, or damaged during transit, bypassing lengthy carrier investigations.

Important: Shipping Protection is not an insurance policy and should not be described as insurance. It is an optional, premium service provided by Carbon Offroad Australia. Nothing in this policy excludes, restricts, or modifies any consumer guarantee under the Australian Consumer Law.

2. What Shipping Protection Covers

• Damage in Transit: Physical damage to the product caused during freight handling or delivery (e.g., crushed cartons, visible impact damage).

• Loss in Transit: A package that has completely stalled with zero carrier scans or movement for a prolonged period, or where the courier confirms the freight cannot be located.

• Theft After Delivery: A package marked as “Delivered” by the carrier but not received by the customer, where there is reasonable evidence that the item was stolen after delivery (porch theft).

3. What Shipping Protection Does Not Cover

• Manufacturing Defects: If the box arrives pristine but the item itself has a technical fault, this is handled under our standard Warranty Policy.

• Incorrect Delivery Details: Loss or misdelivery caused by an incorrect, incomplete, or outdated delivery address entered by the customer at checkout.

• Carrier Delays: Delays caused by courier networks, regional freight limitations, extreme weather events, or road closures unless the package later qualifies as completely lost in transit.

• Change of Mind / Refused Delivery: Covered under our standard Return & Refund Policy instead.

• Product Suitability: Incorrect product selection, installation difficulty, or vehicle compatibility issues.

4. If You Did Not Purchase Shipping Protection

If you did not purchase Carbon Offroad Shipping Protection, you are not eligible for our fast-track resolution process. However, you can still contact us for assistance; we will help review the tracking information and, where appropriate, log a formal carrier investigation on your behalf. Any compensation or resolution will be subject to the standard carrier liability caps and processing times.

5. How to File a Shipping Protection Claim

To file a claim, email shipping@carbonoffroad.com.au with your Order Number, full name, delivery address, a description of the issue, and the required evidence detailed below.

Strict Claim Time frames: All Shipping Protection claims must be lodged within 30 days of the original dispatch date, or within 14 days of the item being marked as delivered, whichever is later. Claims made outside of these time frames may not be eligible for fast-track resolution.

6. Damaged Package Claims

• Timeframe: Damage claims should be reported within 48 hours of delivery wherever possible to preserve evidence.

• Required Evidence: Clear photos or video of the damaged product, the outer carton, internal packaging, and the shipping label. Retain all packaging materials until the claim is resolved.

7. Lost in Transit Claims

• Assessment Timeframe: Before declaring a package lost, we will verify that the tracking link has had no meaningful movement for at least 7 consecutive business days, or the carrier officially confirms the freight is unrecoverable.

• Required Evidence: Your order number, tracking link/screenshot, and confirmation that your checkout address was 100% correct.

8. Stolen Package Claims

• Delivery Review Period: Couriers frequently scan heavy items or pallets prematurely while sorting delivery vehicles. For this reason, we apply a mandatory 5-day delivery review period from the delivery scan date before treating the order as stolen.

• Required Evidence: If the package has still not arrived after 5 days, you must provide a formal police report or a state police event/reference number reporting the theft, alongside written confirmation of non-receipt. We cannot fast-track a replacement for a stolen high-value item without an official law enforcement report.

9. Resolution Options

For approved Shipping Protection claims, Carbon Offroad Australia may provide one of the following remedies at our discretion: replacement of the same item, replacement with an equivalent item, store credit, or a refund of the affected goods.

10. Shipping Protection Fee

The Shipping Protection premium is non-refundable once the order has been dispatched, as the service has already commenced and been rendered for that shipment.

11. False or Misleading Claims

Carbon Offroad Australia may reject a claim where we reasonably believe it is false, misleading, fraudulent, unsupported, or inconsistent with available carrier records.

12. Contact

For all Shipping Protection claims, contact:

Carbon Offroad Australia

Email: shipping@carbonoffroad.com.au