Shipping policy

Additional shipping charges may apply for bulky, palletised items*

Most orders will not incur extra shipping fees, however some delivery locations may require an additional charge. If an extra fee applies to your order, we will contact you with the cost for approval before booking delivery, and we will only proceed once you have approved it.

Note: Bulky or Heavy Delivery items must be delivered to a street address. We cannot ship these items to PO Boxes or parcel lockers. If a PO Box is provided, we will contact you to request an alternative address, which may delay dispatch.

Are there delays with delivery times?

Yes, Australia Post had advised that they are experiencing delays due to a significant increase in parcel volumes, reduction in air freight & abiding by social distancing requirements. Read more on Australia Post here.

How much is postage?

Postage price varies regarding the weight and size of the product. The postage is calculated at the checkout.

How much is EXPRESS postage?

For EXPRESS Shipping, please contact us at sales@waterfilter.com.au before placing your order.

How long will my order take to arrive?

We pick & pack orders almost 24 hours a day, and aim to dispatch orders within 24 business hours. As soon as your order is dispatched, you will receive a tracking link via email for you to stay updated on when your parcel will be delivered. There are currently some Australia Post delays due to increased demand, please refer to their website to stay up to date.

Can my parcel be left on my doorstep if I am not at home?

Australia Post will require you to sign for your Water Filter packages by default. However, if you would prefer to have your package left in a safe place such as your doorstep or letterbox, you can select the ATL (Authority To Leave) option at checkout. You can also provide delivery instructions in the comments section at checkout which will be included on your package.

Please note that for Express Post, you cannot select ‘signature required on delivery’.

Any packages marked ATL cannot be replaced if they go missing, so this option is at your own risk.

How do I change my delivery address after I have placed my order?

Unfortunately, we cannot change any order information once your order has been processed. Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.

What happens if my package goes missing?

If your package has been ‘stuck in transit’ for longer than expected please let us know so we can lodge a ‘missing package investigation’ with Australia Post. Every missing package will be assigned a unique case number by Australia Post and can take up to 2-4 weeks to locate.

If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, there will be a $7.95 postage fee

Can you combine my orders and refund my shipping?

Unfortunately, due to the nature of being an e-commerce store with 24 hour purchasing ability, our orders are immediately processed through to the warehouse system. We want to get your goodies to you as fast as possible, so our warehouse processing times are very strict! Once an order has been processed through our system, we are unable to make any changes or provide shipping refunds.