Shipping Policy

Spool Imports ("we" and "us") is the operator of (www.spoolimports.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 on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will hold any products that are in stock. The order will be dispatched as soon as all products are in stock.

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. Warranty and Returns

View our warranty and returns policy here.

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 3 - 10 working days

4.2 Transit time Internationally

Generally, orders shipped internationally with DHL express are generally in transit for 5 - 10 days. This can vary if customs in the country of destination chooses to investigate the order.

4.3 Dispatch Time

Orders are usually dispatched within 2 business days of payment of order provided all products are in stock.

Our warehouse 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 only able to change the address prior to dispatch. Additional fees may apply.

4.5 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.6 Delivery Time Exceeded

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

5. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, you must take it up with the courier immediately. It is not Spool Imports responsibility to keep products safe during transit. Additionally insurance is available at checkout.

6. Duties & Taxes

6.1 Sales Tax

Relevant sales tax has already been applied to the price of the goods as displayed on the website.

6.2 Import Duties & Taxes

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

7. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

8. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier. Insurance is available for international orders during checkout, all domestic orders include insurance.

8.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim, provided insurance has been purchased.

8.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost, provided insurance has been purchased.

9. Customer service

For all customer service enquiries, please contact us.