Returns & Shipping
- We offer Free Shipping on any orders over $70
- Any order below $70 will be charged a flat rate of $9.95
- All international orders are charged a flat rate of $20
Covid-19 International Delivery Delays
Australia Post is experiencing International shipping delays due to limited flights and social distancing requirements and an increased volume of parcels in their network as a result of the coronavirus pandemic. Please allow extra time for your order to be delivered – or refer to the Australia Post website for latest updates and information.
All orders are sent via Australia Post.
UPDATE 7 SEPTEMBER 2021
Please be advised that Australia Post has announced they will temporarily pause all Parcel Post collections from eCommerce retailers in NSW, ACT and VIC – from 7am Saturday 4 September until 7am Tuesday 7 September.
This means that there are going to be extended delays across the Australia Post Network for parcels originating from NSW, where our warehouse is located. We also expect from this week there will be flow-on delays once collections resume on Tuesday.
Tracking will be provided for all orders, you will be sent an email with a tracking number once your order is dispatched so you can see where your freezeframe is at all times.
Thank you for your purchase on www.freeze-frame.com.au. We value you as a member of the freezeframe family and strive to meet your expectations with the products and service we provide. In fact, we are so certain that you will love freezeframe, that we offer this risk-free guarantee. If you are dissatisfied with your purchase for any reason, as long as you have used the product in accordance with the instructions, you may return the product for a full refund of your purchase price (excluding shipping and handling charges) within 30 days of the order date on the packing slip. To ensure a timely refund, please follow the steps below.
Contact freezeframe Customer Care within 30 days of your packing slip date to obtain a Return Authorisation Number (RAN). A return will not be accepted without a RAN number.
Contact Customer Care by calling 1800 662 686 or emailing firstname.lastname@example.org
Within 7 days of obtaining the RAN please list the following information on the return package:
Self Care Corporation PTY LTD,
freezeframe Returns, Locked Bag 7525
McMahons Point NSW 2060
Please include within the parcel:
1. Unused portion of the product along with all original packaging (including any gifts)
2. RAN noted above
3. Copy of the packing slip that was included in your original order (please retain a copy of the original packing slip for your records)
4. Reason for dissatisfaction
- Please be advised that returns will not be accepted, and refunds not awarded if the criteria above are not met.
- Please be advised that we cannot process refund for product purchased via other retail channels.
- For your protection and to ensure prompt delivery, we recommend that you ship via express post or registered mail. freezeframe is not liable for packages lost during shipping.
- freezeframe will process your refund via the original purchase method within 7-10 business days upon receipt of the returned item(s).
SHIPPING AND HANDLING FEES ARE NOT REFUNDABLE.
Please note: We only accept the return of products originally purchased on www.freeze-frame.com.au or placed via the freezeframe order line 1800 662 686. If you would like to return a product purchased from another vendor, please contact them directly regarding your return.