Shipping & Returns Policy

1. Delivery

We deliver Australia-wide via trusted freight partners. Estimated delivery timeframes are provided with your quote and confirmed at order stage — these are separate from production/lead times and depend on destination, service level selected and carrier conditions.

2. Shipping costs

Freight is quoted based on product weight, dimensions and delivery location and will be included on your quote or invoice. Freight to remote or regional areas may incur additional charges, which will be advised prior to dispatch.

3. Order tracking

Where available, tracking details will be provided once your order has been dispatched. Please contact us if you have not received tracking information within the estimated delivery window.

4. Receiving your order

Please inspect goods upon delivery and report any transit damage, shortages or discrepancies within 48 hours of receipt to theteam@npaust.com.au, including photos where relevant, so we can arrange a resolution promptly.

5. Change-of-mind returns

As products are custom-branded to your order, we are unable to accept returns for change of mind, incorrect quantity ordered, or minor variations inherent to custom decoration (see our Terms & Conditions).

6. Faulty or incorrect goods

If goods are faulty, damaged in transit, or do not match your approved order specification, contact us within 7 days of delivery. We will assess the issue and, where a valid claim is confirmed, arrange a repair, replacement or refund in accordance with the Australian Consumer Law.

7. Return process

Do not return goods before contacting us — we will provide instructions and, where applicable, arrange collection or a reply-paid return for confirmed faulty items. Goods returned without prior authorisation may not be eligible for refund.

8. Cancelled or delayed shipments

If a shipment is delayed due to circumstances outside our control (carrier disruption, weather, customs), we will keep you informed and work with our freight partners to resolve the issue as quickly as possible.

9. Contact us

For any shipping, delivery or returns enquiry, contact theteam@npaust.com.au or call 1300 2 PROMO.