Shipping policy
SHIPPING POLICY - NEXUS CLEANING PRODUCTS
Last updated: April 30, 2026
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1. SHIPPING METHODS & TIMEFRAMES
Standard Shipping (Australia-Wide)
- Delivery Time: 7-10 business days
- Cost: Free on orders over AU$50
- Shipping Cost: AU$9.95 for orders under AU$50
- Tracking: Included
Express Shipping (Australia-Wide)
- Delivery Time: 3-5 business days
- Shipping Cost: AU$19.95
- Tracking: Included
Free Shipping
Orders over AU$50 automatically qualify for free standard shipping (7-10 days).
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2. PROCESSING TIME
Order Processing
- Orders are processed within 1-2 business days
- Your order will be dispatched between days 1-2
- Delivery will arrive 7-10 business days after dispatch
- Processing time does not include weekends or public holidays
- You will receive a shipping confirmation email with tracking details once
your order has been dispatched
Handling
- All products are carefully packed to ensure safe delivery
- Special care is taken when packing cleaning solutions to prevent leaks
- Fragile items are cushioned and protected
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3. SHIPPING RATES
Standard Shipping (7-10 Business Days)
- Orders under AU$50: AU$9.95
- Orders over AU$50: FREE
Express Shipping (3-5 Business Days)
- All orders: AU$19.95 (available for most Australian locations)
Remote Areas
- Northern Territory, Western Australia (remote areas), and Tasmania may incur
additional shipping fees (7-10 days may extend to 12-14 days)
- You will be notified of any additional charges before order confirmation
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4. SHIPPING DESTINATIONS
We Currently Ship To:
- All Australian states and territories
- Major cities and regional areas within 7-10 business days
- Remote and regional locations (may take 2-3 additional business days beyond
the standard 7-10 days)
We Do Not Currently Ship To:
- International locations
- PO Boxes (residential address required for delivery)
- APO/FPO addresses
International Shipping Coming Soon
We are working on international shipping options. Sign up to our mailing list
to be notified when we expand.
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5. SHIPPING ADDRESS
Address Requirements
- You are responsible for providing a complete and accurate shipping address
- Your address must be a valid residential or commercial location
- Apartment, unit, or flat numbers must be clearly specified
- Special delivery instructions (e.g., "leave at side gate") can be added in
the order notes
Address Verification
- We may contact you if your address appears incomplete or invalid
- Delivery cannot be guaranteed to incomplete addresses
Incorrect Addresses
- If you provide an incorrect address, please contact us immediately
- We will attempt to redirect your package, but cannot guarantee success
- If redirection fails, you may be liable for additional shipping costs to
have the package reshipped
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6. TRACKING YOUR ORDER
How to Track
- You will receive a shipping confirmation email with your tracking number
- Click the tracking link to monitor your delivery in real-time
- You can also track your package through our website using your order number
- Standard shipping (7-10 days) is fully trackable
Tracking Updates
- Email notifications are sent at key stages: Processing, Dispatched, In Transit,
Out for Delivery, Delivered
- Your 7-10 business day timeframe begins once your package is dispatched
- Tracking updates are provided by our shipping partners
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7. DELIVERY & SIGNATURE
Standard Delivery
- Packages will be delivered within 7-10 business days
- Packages will be left in a safe place if no one is home (e.g., front porch,
letterbox, side gate)
- Drivers may attempt delivery up to 3 times before returning to sender
- If you request signature-required delivery, you must be available to receive
the package
Special Requests
- You can leave delivery instructions in the order notes
- Requests are passed to the carrier but cannot always be guaranteed
- For faster delivery, consider Express Shipping (3-5 business days)
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8. DAMAGE & LOSS CLAIMS
Damaged Packages
- Inspect your package immediately upon receipt within the 7-10 day delivery window
- If damage is visible, refuse delivery or take photos of the damage
- Contact us within 48 hours with photos and your order number
- We will investigate and arrange replacement or refund
Lost Packages
- If your package does not arrive within 7-10 business days (standard) or 3-5
business days (express), contact us
- We will investigate with the carrier
- If confirmed lost, we will send a replacement or process a refund
- This process typically takes 5-7 business days
Liability
- NEXUS is not responsible for loss or damage once the package is handed to
the carrier
- Carriers have their own liability limits (usually AU$50-100 for standard shipping)
- For high-value orders, consider purchasing additional insurance (available
at checkout)
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9. RETURNS & RETURN SHIPPING
Initiating a Return
- Contact us at contactnexus@[yourdomain].com to initiate a return
- Provide your order number and reason for return
- You will receive return shipping instructions via email
Return Shipping Costs
- Return shipping is paid by the customer for standard returns
- We will provide you with a prepaid return label for defective items
- Prepaid return labels are sent via email
Returning Your Items
- Package items securely in original packaging if possible
- Include your order number in the package
- Use the return shipping label provided
- Keep your receipt or tracking number for your records
- Returns typically arrive within 7-10 business days
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10. CANCELLATION & CHANGES
Cancellation Before Dispatch
- You can cancel your order up to 24 hours after purchase
- Contact us immediately at contactnexus@[yourdomain].com
- A full refund will be processed within 5-7 business days
Cancellation After Dispatch
- Once your order has been dispatched (within the 1-2 day processing window),
it cannot be cancelled
- You will need to refuse the delivery or initiate a return after receipt
- Return shipping costs will apply
Address Changes
- You can change your shipping address up to 24 hours after purchase
- Email us immediately with your new address
- If your order has already been dispatched, we cannot guarantee address changes
- Standard delivery is 7-10 business days from dispatch
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11. SPECIAL HANDLING
Hazardous Materials
- NEXUS cleaning products contain materials classified as hazardous
- These products can only be shipped domestically within Australia
- International shipping is not available due to hazardous material restrictions
- All products are packaged in compliance with Australian regulations
- 7-10 day delivery applies to all Australian locations
Temperature Sensitivity
- Some NEXUS products may be affected by extreme temperatures
- We do not recommend shipping during extreme heat (above 35°C)
- Deliveries may be delayed during extreme weather conditions
- In such cases, your 7-10 business day window may be extended by 2-3 days
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12. DELAYS & EXCEPTIONS
Standard Delivery Window
- Your order will be delivered within 7-10 business days from dispatch
- Processing takes 1-2 business days, then 7-10 days for delivery
- Total time from order to delivery: 8-12 business days
Common Delays
- Public holidays and weekends may extend delivery times beyond 7-10 days
- Severe weather, natural disasters, or emergency road closures
- High order volume during peak shopping periods
- Carrier delays or scheduling issues
- Remote location deliveries may exceed 7-10 days by 2-3 days
Delay Notification
- We will notify you of significant delays as soon as possible
- Check your email and spam folder for updates
- If your package does not arrive within 12 business days (7-10 + buffer),
contact us
What We Will Do
- Investigate the delay with the carrier
- Provide updates on your package status
- If unresolved after 14 business days from order, offer a full refund or
replacement
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13. REMOTE & REGIONAL AREAS
Standard Delivery + Extra Time
- Most Australian locations: 7-10 business days
- Remote locations (NT, WA, TAS): 10-14 business days
- Some postcodes may take up to 2-3 additional business days beyond standard
7-10 days
Regional Surcharges
- Northern Territory, Western Australia, and Tasmania may incur AU$5-15 additional
shipping fees
- You will be notified of surcharges before order confirmation
Areas We May Not Service
- Some extremely remote postcodes may not be serviceable
- We will contact you if your location cannot be serviced and offer alternatives
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14. LOST IN TRANSIT
What Happens
- If your package doesn't arrive within 7-10 business days (standard) or 3-5
business days (express), we will investigate
- We will file a claim with the carrier after the delivery window closes
- You will be contacted with updates
Resolution
- If the package is confirmed lost, we will:
- Send a replacement order (for in-stock items)
- Process a full refund
- Offer a 10% discount on a future order
Timeline
- Investigation: 5-7 business days after the 7-10 day window expires
- Resolution: 7-10 business days after investigation closes
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15. CONTACT US
Shipping Issues or Questions
📧 Email:
⏰ Response Time: Within 24 hours (business days)
📦 Standard Shipping: 7-10 business days Australia-wide
✈️ Express Shipping: 3-5 business days Australia-wide
Return Shipping Address
[Your return shipping address will be provided in return instructions]
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16. UPDATES TO SHIPPING POLICY
We may update this Shipping Policy at any time. Changes will be posted on this
page with an updated "Last Updated" date. Your continued use of our Services
constitutes acceptance of the revised policy.
For major changes, we will notify registered customers via email.
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