Shipping policy

Emergia Solutions ("we" and "us") is the operator of (https://www.emergiasolutions.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to cancel the order.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change of Mind

Emergia Solutions will not accept returns due to a change of mind.

Return shipping will be paid at the customer’s expense and will be required to arrange their own shipping.

Emergia Solutions will NOT refund the value of the goods returned and will NOT refund the value of any shipping paid.

3.2 Warranty Returns

Emergia Solutions will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.

Upon return receipt of items for warranty claim, you can expect Emergia Solutions to process your warranty claim within 30 days.

Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in store credit

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days

4.2 Transit time internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time

Orders are usually processed within 2 business days of payment of order, and are dispatched within 7 to 10 business days

Our office operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

Emergia Solutions will ship to P.O. Box addresses using local postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping

We are able to ship to military addresses using local postal mail. We are unable to offer this service using courier services.

4.7 Items Out Of Stock

If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

4.8 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Local tax will be applied to the price of the goods, and remitted to the relevant tax authorities.

7.2 Import Duties & Taxes

Import duties and taxes for international shipments are liable to be paid upon arrival in the destination country. This varies by country, and Emergia Solutions encourage you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the responsibility of the goods will solely be at the customer’s expense. The value of goods and the shipping cost will NOT be refunded.

8. Cancellations

If you change your mind before you have received your order, we may NOT be able to accept cancellations, before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are NOT insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

In-transit damages to the goods are solely the responsibility of the customer, we will NOT process a refund or replacement.

9.2 Process for parcel lost in-transit

Goods lost in-transit are solely the responsibility of the customer, we will NOT process a refund or replacement.

10. Customer service

For all customer service enquiries, please email us at connect@emergiasolutions.com