Even the best packages can suffer misfortune.
While most deliveries arrive safely and on time, parcels can occasionally be lost, damaged, or even stolen in transit. Unfortunately, many shipping carriers can make these situations slow and frustrating to resolve.
That’s why 3D Kitchen Home Office offers an optional Shipping Protection add-on — designed to give you extra peace of mind and a faster solution if the unexpected happens.
This optional service does not affect your statutory rights.
Under Australian Consumer Law, we remain responsible for your order until it is delivered to you or your nominated person.
What is Shipping Protection?
Shipping Protection is an optional add-on that provides additional coverage for your order during delivery, including:
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Protection against loss, theft, or damage in transit
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A faster resolution process — just email us and we’ll handle it
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Priority replacement of eligible items where needed
Shipping Protection is charged as a small percentage of your order total (excluding shipping and taxes).
Please note: Shipping Protection does not apply to gift cards, digital products, or selected excluded items.
Customers must opt in to Shipping Protection in the cart before checkout for it to apply.
Shipping Protection is not transferable, redeemable for cash, and is not refundable once the order has been dispatched.
What is Covered?
Lost Parcels
Sometimes parcels are delayed beyond the standard delivery timeframes provided by the carrier. If this happens, please contact us so we can open an investigation with the courier.
If the parcel is confirmed as lost:
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With Shipping Protection: we can arrange a replacement immediately without waiting for lengthy courier investigations.
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Without Shipping Protection: we will still resolve the issue as required under Australian Consumer Law, but the process may take longer while the carrier completes their investigation.
Delivered to the Wrong Address (Courier Error)
If the correct address was provided and the courier delivers your parcel incorrectly:
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We will resolve this in line with your statutory rights.
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Shipping Protection allows us to fast-track a replacement without delay.
Damaged Parcels
If your order arrives damaged during shipping:
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Please contact us as soon as possible with photos of the packaging and item.
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We will arrange a replacement or refund after assessment.
Shipping Protection helps speed up this process.
What if I Don’t Add Shipping Protection?
No problem — it’s completely optional.
If something goes wrong, please contact us and we will provide a replacement or refund as required by law. Shipping Protection is simply a fast-track option for quicker resolution.
What is Not Covered?
Incorrect Address Entered at Checkout
If an incorrect delivery address is entered and the parcel is delivered to that address, we unfortunately cannot be responsible for recovery or replacement.
Please double-check your details at checkout.
Shipping Delays (Still in Transit)
Delays do not automatically mean a parcel is lost.
If tracking shows the parcel is still moving through the network, reasonable time must be allowed for delivery.
If it appears lost, we will investigate promptly.
Shipping Protection allows immediate replacement, while standard resolutions may take longer.
Refunds for Shipping Protection
Once your order has been dispatched, Shipping Protection cannot be refunded.
How Do I Make a Claim?
Making a claim is simple — just email us.
Please contact:
info@3dkitchenhomeoffice.com
Include:
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Your order number
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Your contact details
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A short description of the issue
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Photos (if damaged)
For fastest support, use the subject line:
SHIPPING PROTECTION CLAIM – Order #XXXX
We’ll get back to you as soon as possible.
If you can’t find the information you’re looking for, feel free to reach out anytime — we’re here to help.
