Shipping policy
By placing your order, you understand and agree to the below
Shipping & in-store collection
Please note that our website does not list stock levels as we keep only popular/very versatile items on hand. A majority of stock is kept by local, Australian suppliers, allowing us to either get items quickly or, where applicable, they can ship directly to you.
If you have seen an item listed as "in stock" on a search engine, like Google, that is not accurate and out of our control.
Processing - Orders are processed for shipping within 1-2 business days, this may take longer if the item(s) are not on-hand at the time of order.
Delivery Times - Delivery times: Urban: 1-4 business days. Suburban: 2-6 business days. Rural/Remote: 5-10 business days. Express options are available upon request.
Urgent Delivery - by default, all shipments go via standard speed services, so to organize a express shipment please give us a call on 02 9906 5488
As most courier service cut-off times are mid-day, an express shipment needs to be organized before 10am, if not, the day before.
Dragon Image does not offer guarantees on delivery - Dragon Image relies on third-party couriers for all deliveries and does not operate its own delivery service. Because we have no direct control over courier operations, we cannot guarantee delivery times or package conditions.
To help you make informed decisions about receiving equipment in time for your projects, please consider the following:
A survey by Compare The Market found that 21% of Australians experienced delayed deliveries, 7% received damaged parcels, and another 7% reported their shipments never arrived.
At Dragon Image, our experience shows these issues occur far less frequently, but they do happen occasionally. This is why we are unable to offer shipping guarantees.
Shipment Tracking
When Dragon Image creates a shipment, the customer will automatically receive an email with tracking information. This email does not necessarily mean the package is already with a courier; it simply indicates the final step in the order process.
If you do not receive this email, it may mean that your order has not yet been shipped.
Once your order has been shipped and tracking information has been provided, it becomes the customer’s responsibility to regularly monitor the shipment’s progress.
Please ensure that someone is available at the delivery address on the day the courier indicates a delivery attempt will be made (either by the tracking window on the courier's website, by email, by text or by phone call). Failure to do so may result in delays, redelivery fees, or the parcel being returned to the sender.
Prices & Surcharges - Please be aware that we do not have the ability to automatically quote for the various sizes, weights and total boxes. Nor the ability to quote for all the different locations (metro, urban, suburban, rural, and hard to reach) and if the address is business/commercial or residential. Nor the extensive lists of surcharges that courier’s have. Because of this the prices offered at checkout are not final.
If the amount you’ve paid at checkout is not enough to cover the cost of freight, you will be contacted with a quote for the remaining amount.
Surcharges - Please note that some couriers charge a redelivery fee if they are unable to deliver the shipment due to the fault of the receiver. In these cases, you agree to pay these surcharges.