Shipping Policy
Shipping Policy
Spool Imports ships performance engine parts to customers across Australia and internationally every day. Here is everything you need to know about how we handle dispatch, delivery timeframes, insurance and what to do if something goes wrong.
Shipping at a Glance
Dispatch
Orders are dispatched within 2 business days of payment, provided all items are in stock.
Domestic Delivery
Most Australian orders are delivered within 1 to 10 business days of dispatch.
International Delivery
International orders are sent via DHL Express and typically arrive within 5 to 10 days of dispatch.
Shipping Costs
Shipping is calculated at checkout based on the weight, dimensions and destination of your order.
Dispatch and Processing
Orders are processed and dispatched within 2 business days of payment being received, provided all items in the order are in stock. Our warehouse operates Monday to Friday during standard business hours and is closed on national public holidays. Where a public holiday affects dispatch, we take steps to minimise any resulting delay.
Out of Stock Items
We work to keep stock counts accurate, but occasional discrepancies can occur. If an item in your order is out of stock at the time of purchase, we will hold all in-stock items and dispatch the complete order once all products are available. We will contact you if a significant delay is expected.
Change of Delivery Address
If you need to update your delivery address after placing an order, contact us as soon as possible. Address changes can only be made before the order is dispatched. Additional fees may apply in some cases.
PO Boxes
Australia Post can deliver to PO Boxes but weight restrictions apply. If you require delivery to a PO Box or have a special delivery requirement, contact us before ordering to discuss arrangements.
Delivery Timeframes
| Destination | Carrier | Estimated Transit Time | Insurance |
|---|---|---|---|
| Australia (domestic) | Australia Post | 3 to 10 business days | Included on all orders |
| Australia (domestic) | Team Global Express | 2 to 8 business days | Included on all orders |
| Australia (domestic) | Australia Post Exporess | 1 to 2 business days | Included on all orders |
| International | DHL Express | 5 to 10 days | Available at checkout |
All timeframes are estimates from the date of dispatch and do not include dispatch processing time. International deliveries may be subject to delays caused by customs inspection in the destination country, which is outside our control.
Shipping Insurance
All domestic Australian orders include shipping insurance as standard. For international orders, insurance is available as an optional add-on. Please contact us for more information.
Parcel Damaged in Transit
If your order arrives damaged, take photos of the packaging and the damaged item before doing anything else, then contact us immediately. Do not install damaged parts. We will lodge a claim with the carrier and process a refund or replacement once the carrier investigation is complete, provided insurance applies to the shipment.
Parcel Lost in Transit
If your order has not arrived within the expected timeframe, contact us and we will open an investigation with the carrier. If the carrier confirms the parcel as lost, we will process a refund or replacement, provided insurance applies to the shipment.
Duties, Taxes and GST
Australian Orders (GST)
All prices displayed on the Spool Imports website for Australian customers include GST. No additional tax is charged at checkout for domestic orders.
International Orders
International shipments may be subject to import duties, taxes and customs fees upon arrival in the destination country. These charges are set by the customs authority of the destination country and are entirely outside Spool Imports' control. They are the responsibility of the buyer and are not included in the shipping cost charged at checkout.
The amount varies significantly by country and product type. We encourage you to check with your local customs authority or a customs broker before placing a large international order if you are unsure what charges may apply.
Cancellations
Orders can be cancelled at any time before they are dispatched. To cancel an order, contact us as soon as possible at [email protected] or on +61 7 5645 1333 with your order number.
If your order has already been dispatched by the time you contact us, we are unable to cancel it in transit. In that case, please refer to our warranty and returns policy for options once the order has been delivered.
Custom and made-to-order products cannot be cancelled once the order is placed. See the warranty and returns policy for full details on custom orders.
Shipping FAQs
How long does Spool Imports take to dispatch an order?
Orders are dispatched within 2 business days of payment being received, provided all items are in stock. We will let you know immediately if items in your order and delayed. The warehouse operates Monday to Friday and is closed on national public holidays.
Does Spool Imports ship internationally?
Yes. Spool Imports ships internationally every day using DHL Express. Small low cost orders maybe sent via Australia Post International Express. International orders typically arrive within 5 to 10 days of dispatch, though customs processing in the destination country can affect this. Import duties and taxes are the responsibility of the buyer.
How is shipping cost calculated?
Shipping is calculated at checkout based on the weight, dimensions and destination of the items in your order. The price shown at checkout is the final shipping cost.
Do domestic Australian orders include insurance?
Yes. All domestic Australian orders include shipping insurance as standard. For international orders, insurance is available as an optional add-on during checkout and is strongly recommended for high-value items.
My order arrived damaged. What do I do?
Photograph the packaging and the damaged item before doing anything else, then contact Spool Imports immediately at [email protected] or +61 7 5645 1333. Do not install the damaged part. We will lodge a claim with the carrier and arrange a refund or replacement once the investigation is complete.
Will I be charged import duties on an international order?
Possibly. Import duties, taxes and customs fees vary by country and product type and are outside Spool Imports' control. These charges are the responsibility of the buyer. Check with your local customs authority before placing a large international order if you are unsure what may apply.
Can I change my delivery address after ordering?
Yes, but only before the order is dispatched. Contact us as soon as possible at [email protected] or +61 7 5645 1333 with your order number if you need to update your delivery address. Additional fees may apply.
Can you ship to a PO Box?
Australia Post can deliver to PO Boxes but it is subject to weight limitations. If you need delivery to a PO Box or have a special delivery requirement, contact us before placing your order to discuss options.
Shipping Questions?
If you have a question about your order, delivery timeframe or a shipment that has not arrived, get in touch and we will look into it for you.
Call us on +61 7 5645 1333, email [email protected], or use our contact form.