Shipping policy

Last updated: 23 March 2026

Shipping Costs

CustomLink ships products Australia-wide at a flat rate of $25.00 for orders up to $300.

Orders over $300 receive free standard shipping Australia-wide.

Order Processing Time

Orders are processed Monday to Friday, excluding weekends and public holidays.

After placing an order, you will receive an order confirmation email.

If an item is on backorder or unavailable, we will notify you by email with further instructions.

Standard stocked orders are typically dispatched within 1–2 business days after payment has cleared.

Special orders, pre-configured systems, and custom-prepared orders may require additional preparation time, typically between 3 and 10 business days, depending on the size and complexity of the system.

Shipping Time

Estimated delivery time is typically 2–5 business days after dispatch.

In some cases, including special orders or products unavailable from our supplier and requiring manufacturer supply, delivery may take up to 4–5 weeks.

Please note:

  • Delivery time starts only after payment has cleared and the order has been dispatched
  • We cannot guarantee delivery on any specific date or time
  • Courier delivery estimates are for reference only and may vary
  • Please contact us if your order has not arrived within 10 business days of dispatch

Tracking Your Order

Once your order has been dispatched, you will receive an email with tracking details.

Authority to Leave

For security reasons, parcels are normally sent with signature required on delivery.

At checkout, you may choose to give Authority to Leave.

If you do so:

  • You accept that the carrier may leave the parcel without a signature if they consider the location safe
  • The carrier is not liable for loss or damage after the parcel has been left at the designated location
  • If the location is not considered safe, the carrier may leave a card for collection or redelivery

Delivery Issues

When your parcel arrives, please inspect the packaging for any visible signs of damage before opening the items.

Please also check that you received the correct items.

If there is a delivery issue:

  • Take clear photos of the packaging, labels, and any damage
  • Submit a Shipping Issue Claim as soon as possible
  • Claims for visible damage or incorrect items should be submitted within 48 hours of delivery
  • If tracking shows delivered but you have not received the parcel, please contact us within 24 hours

Cancellations

Products that require pre-configuration, custom preparation, or special ordering cannot be cancelled once preparation or ordering has begun.

All other items cancelled more than 48 hours after purchase are subject to a $30 administration fee, regardless of whether the order has shipped.

If the order has already shipped, the buyer is also responsible for the actual return shipping charges.

Undeliverable Packages

If a parcel is returned to us as undeliverable, we will contact you by email.

If the return is caused by an incorrect or incomplete address, a re-delivery charge will apply.

Rejected Deliveries

If your order is being sent as a gift, please ensure the recipient is aware of the delivery.

If the parcel is rejected and requires resending, a re-delivery charge will apply.

Pickup

Pickup from CustomLink is not available.

If products are required urgently, please contact us to discuss available delivery options.

Delivery Restrictions

We do not ship to:

  • P.O. Boxes
  • Parcel Lockers

Due to carrier limitations, we may also be unable to deliver to some remote areas.

Orders that cannot be serviced by available carriers may be cancelled and refunded.

Please contact us before ordering if delivery is required to a remote location.