Customer Support
Find answers and resources about our products, services, shipping and taxes.
FAQs
Order Processing Time:
- We strive to process and ship your order as quickly as possible. Orders are typically processed within 3-5 business days from the date of purchase. Please note that this processing time does not include weekends or holidays.
Shipping Method:
- We work with a trusted delivery partner to ensure the safe and timely delivery of your order.
Delivery Time:
- The estimated delivery time varies depending on your location and the chosen shipping method.
- For customers within the Australia, the estimated delivery time is typically 1-2 weeks.
- For international customers outside Australia, the estimated delivery time is typically 2-4 weeks.
- Please note that delivery times may be affected by factors beyond our control, such as weather, customs, or holidays.
Shipping Costs:
- Shipping costs are calculated based on the shipping method selected, the destination of your order, and the weight and dimensions of the products.
- You will see the shipping cost at checkout before finalizing your purchase.
International Shipping:
- We are pleased to offer international shipping to our customers around the world.
- International shipping times and costs may vary, and any customs fees or import duties are the responsibility of the recipient.
- For international customers outside Australia, the estimated delivery time is typically 2-4 weeks.
Delivery Issues:
- If you experience any issues with the delivery of your order, please contact please contact us using our customer support portal as soon as possible. We will work diligently to assist you in resolving any delivery-related concerns.
Orders outside of Australia may be subject to customs duties, import taxes, or other fees imposed by their country’s customs authorities.
Customers are responsible for any customs and import taxes that may apply when the shipment arrives to it’s destination. We not responsible for delays due to customs.
We have no control over these charges and unfortunately cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. Our advice is to contact your local customs office for more information on the current charges.
We recommend checking with your local customs office for information on applicable duties and taxes before placing an international order. Customers are responsible for obtaining information regarding their country’s laws, regulations, and restrictions that may apply when purchasing our products.
Once an order is placed and confirmed, it cannot be cancelled or modified. Please be certain of your selection before finalizing your purchase.
We do not accept returns on any purchases, including but not limited to product dissatisfaction or change of mind. Please make sure to select your items carefully, and feel free to contact us with any questions you may have before making a purchase.
We do not offer refunds on any purchases. All sales are final. Please ensure that you have carefully reviewed your order before completing your purchase.
In the unlikely event that you receive a damaged or incorrect item, please contact us using our Customer Support Form within 30 days of receiving your order. We will work diligently to address the issue and provide a resolution.
If you need an invoice for your purchase for your company, please contact us using our customer support form with the following information:
- Business Name
- Business Address
- Company ID Number / Tax ID Number
“Product Lifetime Access” means that upon purchase, customers will have access to the virtual product for as long as it remains available and supported by The Life-centred Design Lab. While we strive to maintain and support all products indefinitely, we reserve the right to modify, update, or discontinue the product at our discretion. This may occur in situations where online hosting is no longer feasible or if the product can no longer be properly supported. In the event of such changes, we will make reasonable efforts to inform customers in advance.
