Shipping of our products
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While we aim to keep as many of our products in our local warehouse on the Gold Coast as possible, sometimes this isn't the most viable solution for some of our larger more exotic products.
As part of our commitment to providing high-quality products at competitive prices, we occasionally arrange for our trusted suppliers to deliver directly to your door. We have established this streamlined process with our partners who uphold the same quality and service standards that we are known for.
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It is crucial that you provide an accurate shipping address when placing an order. Any items delivered to an incorrect address due to incorrect information provided at checkout will not qualify for replacement or refund.
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What postage methods do we use?
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We understand our customers want their goods as soon as possible. Depending on the order size, we will generally ship smaller orders via Auspost Express post or Aramex. For larger orders such as kits and machines we ship using TNT Road Express or Mainfreight.
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When will my order be shipped?
Orders are shipped on weekdays, excluding Queensland State and national public holidays.
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We do our best to ship orders placed before 3pm on the same business day. Any orders placed after 3pm will likely be dispatched the following business day.
Please allow 1-2 business days from the time of placing your order for your items to be shipped.
Some items require additional processing time, such as our dust shoes, which may take up to 3 days as they are built per order. If there are specific lead times associated with a product, these will be clearly stated in the item description.
Although rare, we may occasionally place an item on "back-order". If this does happen it will be clearly noted in the item description. All back-orders will be fulfilled prior to the item being marked as " in stock ready to ship" and all orders will be fulfilled in chronological order.
Lead times* typically only apply to our CNC machines as they are in a build queue.
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If you have requested, and paid, for a custom order (IE profile rails, bearing blocks, Ballscrews etc.) please allow 7 -21 business days for delivery as the items are shipped directly from our partner factory via TNT, FedEx IP or UPS.
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**Please note custom orders from our partner factory placed during January & February may have an additional delay in shipping due to the Chinese New Year closure dates. As the dates can vary each year, we will notify you if your order is likely to be effected by the dates.
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How our lead times work:
The majority of our products are readily available, which allows us to dispatch within 1-2 business days. However, some of our products require a preparation period or 'lead time', which is clearly indicated in the item's title or product description.
The specified lead times are estimated based on our existing order volume and, in the case of machines, our stock availability and current assembly queue.
To keep things fair, and to ensure smooth sailing for Machine assemblies, we do not allow anyone to "jump the queue" for any reason, all orders will be fulfilled in chronological order.
Whilst we endeavour to stick to these timelines, as in any well-intentioned plan, unexpected situations can arise. In such cases where we anticipate a delay beyond the specified lead time, we promise to promptly communicate with you and provide an updated timeline.
It is important to note that Lead times are approximate and can change without notice. Lead times do NOT include shipping transit time.
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When will my order arrive?
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For any products that are sent directly from our Gold Coast warehouse we typically ship via Auspost Regular or Express post or for larger items (such as our SharpCNC kits) we ship via TNT Road Express, The delivery time is generally within 1-7 business days depending on your locality to a major city and whether or not you are on the Eastern or Western side of Australia.
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We have worked extremely hard to source reliable direct from factory suppliers for their product quality, packaging quality and shipping speed. For any products that are sent directly from our suppliers the typical delivery time is 7-21 business days.
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Please note: Whilst we always aim to use the fastest delivery methods such as Express & Priority post options, Once the package has been handed to the carrier it is entirely beyond our control when it is delivered. As such we will not guarantee any delivery time frames.
During peak periods like Black Friday sales and the Holiday season, delivery times may be impacted. Please keep this in mind when placing your order.
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CNC3D cannot be held responsible for any delays that occur during the shipping process
Lead times are indicative and subject to change based on product availability. We will contact you if there are any delays with your order. Lead times do NOT include shipping/delivery time.
We strive to keep you informed throughout the delivery process. However, please note that we are often dependent on the shipping company for the latest updates.
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Tracking your order
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For all deliveries, we ensure that tracking information is provided so that you can monitor your order's progress and estimate its arrival time.
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It is crucial that you provide an accurate shipping address when placing an order. Any items delivered to an incorrect address due to incorrect information provided at checkout will not qualify for replacement or refund. If you need to change your shipping address, this must be done before the status of your order is marked as "shipped"
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CNC3D does not accept responsibility for any additional charges related to missed deliveries or redirection fees that may apply due to inaccurate delivery information provided by you (the customer).
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You may include any preferred delivery methods in the order notes. We do our utmost to accommodate these preferences, but due to a variety of factors out of our control, we cannot make any guarantee that these preferences will be met.
If you have special shipment preferences (i.e overnight express, specific carrier etc) please note that additional shipping fee's may be applicable, this will be discussed with you prior to shipment.
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If you opt to organize your own freight service or Uber (or similar) collection, CNC3D is not liable or responsible for any fees or potential loss or damage of the item during transit.
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Lost or delayed delivery?
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In the event of a delay or issue with your delivery, we recommend reaching out to the shipping company directly for the most real-time and detailed updates. They are often in the best position to provide accurate information as they have direct contact with the delivery personnel.
When contacting the shipping company, be sure to provide your tracking number for quicker and more efficient assistance.
If the shipping company is unable to provide satisfactory assistance, or if you encounter difficulties in communicating with them, please don't hesitate to get in touch with us.
You can reach us at solutions@cnc3d.com.au. We request that you provide us with as much detail as possible about the issue, including any response you have received from the shipping company
Depending on the nature of the issue, we may liaise with the shipping company on your behalf, offer possible solutions, or provide guidance on next steps.
The decision to refund or replace a lost order is made only after we've received an official confirmation from the Shipping Company confirming that your order was indeed lost. Without this confirmation, we cannot deem an order lost, to ensure the process remains transparent and fair to all parties involved.
Please note that CNC3D cannot be held responsible for any delays that occur during the shipping process. However, we will do our best to assist and support you in resolving any shipping-related issues.
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Please be advised that CNC3D will not issue any refunds for delayed items. We understand the frustration that may arise from delayed deliveries, it's important to note that delays during the shipping process are beyond our control.
CNC3D is committed to providing timely and efficient service, but we cannot guarantee delivery times due to various factors such as weather conditions, customs clearance, strikes or any other unforeseen circumstances that may affect transit times.
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Products arriving to you direct from our suppliers
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We believe in being transparent in our shipping times and as such we will add a note in either the product listing or product collection to advise that the product either will or may be delivered directly to your door from our supplier.
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Please allow roughly 7 -21 business days for delivery as the items are shipped directly from our partner factory via TNT, FedEx IP or UPS.
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As every country we ship to has different import laws and duties, we are not responsible for any additional Import duties and taxes. Please be aware that you may have additional import duties and taxes to pay to receive your goods.
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Some country's may require you (the importer) to have your own customs client code - please contact your local customs office for more information.
Please see Import Duties & Taxes below
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If you need something urgently or want to check if a product is available in our Gold Coast warehouse locally please reach out to us on our Contact Us page HERE
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What if something goes wrong or my parts aren't right?
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From time to time things don't go exactly as planned. All of our returns for stock can be sent locally back to us at our Gold Coast warehouse for inspection and possible repair. There is no need to send any warranties anywhere else. As part of customer service and satisfaction commitment, we aim to make this process as simple and transparent as possible.
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Please understand that while we endeavor to package our products for optimal protection, we cannot control all aspects of the shipping process and therefore, cannot fully guarantee against potential damages that may occur during transit. Please contact us if there is damage to your items during shipping.
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For more information on our Warranty & Returns policy, you can view it HERE.
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Important Notice for international Customers
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As every country we ship to has different import laws and duties, we are not responsible for any additional Import duties and taxes required by your country.
Please be aware that you may have additional import duties and taxes to pay to receive your goods as per above information in the Import Duties & Taxes section.
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As we believe in offering a high level of customer service, we do not ship to certain countries that have a poor delivery track record. We're sorry for this, We believe every customer deserves to get their goods in excellent condition and on time.
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Import Duties & Taxes
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You may be subject to import duties and taxes that are levied when your package reaches your country. We, at CNC3D are unable to offer any guidance or information regarding potential import duties or fees.
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Some country's may require you (the importer) to have your own customs client code - please contact your local customs office for more information.
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Import duties and taxes are levied by the receiving country and are based on the value of the goods, type of commodity, and various other factors. These regulations can vary greatly between countries, and it is your responsibility (the customer) to be aware of your local customs regulations.
For detailed information on any import duties and taxes, we recommend contacting your local border force or relevant authorities.
CNC3D fully adheres to Australian export regulations. We declare all items at their full retail value and accurately list the contents of your order on the customs declaration.
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CNC3D cannot be held liable for any import duties or taxes that might be applied to your order. It is important to note that CNC3D is not responsible for the payment of any import duties and taxes, as these obligations are determined and enforced by relevant customs authorities or government agencies in accordance with applicable laws and regulations.
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Our dedicated customer support team is always available to assist you.
If you have any questions or concerns, please reach out on (07) 5522 0619 or email us at solutions@cnc3d.com.au
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