Shipping policy

Shipping Policy


1. Overview
This Shipping Policy explains how we deliver orders from Spiral Flow Co (“we”, “us”, “our”). By placing an order on our website, you agree to the terms in this policy (together with our Terms and Conditions and Privacy Policy).

2. Order Processing

  • Orders are generally processed within 1-2 business days after payment is confirmed (excluding weekends and Australian public holidays).
  • You will receive an order confirmation email once your order is placed.
  • Once your order has been dispatched, you will receive a shipping confirmation email that may include tracking information (where available).

3. Shipping Methods and Costs

We currently offer the following shipping options within Australia:

Delivery is from Hervey Bay typically by Australia Post. Australia Post standard delivery times will be in effect. 

Actual delivery times may vary due to carrier performance, location, weather, or other factors beyond our control.

Shipping costs (if any) are calculated and displayed at checkout before you complete your purchase. Prices are in Australian dollars (AUD) and include GST where applicable.

4. Delivery Locations
We currently ship to addresses within Australia.

If carriers have limitations on PO Boxes, we may contact you for an alternate physical address.

5. Tracking Your Order
Where tracking is available, a tracking number or link will be provided in your dispatch email. You can track your parcel via the carrier’s website using the details supplied.

6. Risk of Loss and Title
Risk in the goods passes to you upon delivery to the address you provided (or when the goods are left in a safe place if you have authorised unattended delivery). Title to the goods passes to you once we have received full payment.

7. Failed Delivery, Returns to Sender and Undeliverable Parcels
If a parcel cannot be delivered (e.g. incorrect address, no one available to accept delivery, or the parcel is refused), the carrier may leave a card or attempt redelivery.

If the parcel is returned to us as undeliverable:

  • We will contact you to arrange re-delivery (additional shipping charges may apply); or
  • You may request a refund of the product price (shipping costs are generally non-refundable unless the failure was our fault).

Please ensure your shipping address is accurate and complete at the time of ordering. We are not responsible for delays or non-delivery caused by incorrect address details provided by you.

8. Delays
While we aim to meet the estimated delivery timeframes, we are not liable for delays caused by carriers, extreme weather, natural disasters, industrial action, or other events outside our reasonable control. If your order is significantly delayed, please contact us and we will do our best to assist.

9. Damaged or Missing Items
If your order arrives damaged or items are missing, please contact us within 7 days of delivery with photos and your order number. We will work with you and the carrier to resolve the issue in accordance with Australian Consumer Law.

10. Australian Consumer Law
Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (including consumer guarantees). If goods fail to meet a consumer guarantee, you may be entitled to a remedy (repair, replacement or refund) as provided by the ACL.

11. Contact Us
For any questions about shipping, tracking, or delivery of your order, please contact us at:
Email: admin@spiralflow.com.au

We aim to respond to shipping enquiries within 1 business day.