Flat Rate Shipping – Australia & Worldwide

All online orders placed at thecleanwaterco.com.au will incur a flat rate shipping charge.

We ship orders via courier or Australia Post to your nominated address. Your email and phone number will be included in the carrier’s tracking system, so you’ll receive real-time shipping updates.

Once your order is received and stock is available, it will be processed and dispatched within one (1) business day after payment clearance. If there are any expected delays, we will notify you via email.

Estimated delivery times: Shipping times vary from 2 to 14 days, depending on your location.

Free Shipping – Australia & Worldwide (Orders Over $200)

All online orders over $200 AUD qualify for free shipping.

Damaged or Missing Items

We take great care in packaging and labeling all shipments. If your order is damaged or missing during transit, it is covered by insurance and will be replaced.

To report a damaged or missing item:

1. Take clear photos of the damaged product and packaging.
2. Email us at info@cleanwaterco.com.au with the subject “Damaged Freight” within one (1) day of receiving your delivery.
3. For missing items, contact us immediately, and we will assist you in filing a claim.

Claims for Courier-Delivered Items

To initiate a claim, the customer must notify the carrier as follows:

• Damaged Goods:
  • Photographic evidence of packaging and damage must be submitted within 24 hours of delivery.
  • Supporting documentation (e.g., email confirmation) showing notification within 24 hours is required.
  • A formal claim must be submitted in writing within 7 business days of delivery.
• Lost Goods:
  • Claims for lost items must be submitted within 30 business days from the carrier’s pickup date.
  • The carrier reserves the right to adjust claim timeframes in case of unforeseen circumstances (e.g., lockdowns, weather events).
• If an Authority to Leave (ATL) was given, and the carrier provides evidence of delivery (e.g., GPS tracking or photos), the customer waives their right to a loss claim.

Claims for Australia Post-Delivered Items

• Damaged or Missing Contents:
  • Bring the damaged item and packaging to an Australia Post Office for a damage report (only the recipient can present the item).
  • Not all post offices provide this service—check for Post Shops or Business Hubs.
  • Australia Post staff will submit a Customer Service Complaint on your behalf.
  • Provide any requested documentation, such as proof of identity, receipts, or item details.
• Lost Mail:
  • Start by submitting a Missing Item Enquiry Form via Australia Post.
  • Check timeframes for submitting claims under their guidelines.

For any further assistance, please contact our team at info@cleanwaterco.com.au.