All orders are shipped from our warehouse in Brisbane, Australia.

Please allow 1-2 business days for your order to be processed and dispatched. Orders placed over weekends, public holidays or promotion periods may be subject to delays.

While we always try to get your order to you as quickly as possible, postal service delays are outside our control, so we are unable to guarantee delivery within the specified shipping estimates. 

All orders come with complimentary tracking. Once your item has been shipped you will receive a dispatch confirmation email containing a tracking number. Please use this to monitor the progress of your order.

We offer optional Package Protection for orders shipped within Australia.

If you purchase Package Protection, your order is covered against loss, theft, and damage in transit.

If you do not purchase package protection, you accept full responsibility for any loss, theft, or damage occurring after your order has been dispatched.

Currently, Package Protection is only available for orders shipped within Australia.

If you need to make changes or cancel an order, please contact us immediately at support@altongoods.com.

Once your order has been dispatched from our warehouse, we are unable to modify it. In this case, you will need to wait for the item to arrive before starting the return process using our online customer service portal.

We want you to love your Alton equipment. If you don't, we will be happy to offer you a refund, exchange or store credit, provided that your item is new, unused in original packaging and the return request is submitted within 30 days of purchase. 

Please note, all returns incur a $14.99 shipping fee, which includes a pre-paid tracked shipping label. This allows us to monitor your return in transit and ensure it is correctly matched to your order upon arrival, enabling prompt and accurate processing.

To make a return, please review our return eligibility requirements and start your request here. 

Incorrect or Missing Items

If your order is missing something or you've received the wrong item, please contact us at support@altongoods.com.

Damaged Items

If you've received an item that is damaged, defective, or missing a part, please lodge a warranty claim using our online customer service portal.

Late or Delayed Items

Please using the provided tracking link to monitor the location of your package. If your item is delayed by 10 business days beyond the estimated delivery date, please get in touch with us at support@altongoods.com. We will do our best to assist by liaising with the courier service to locate it or file a claim on your behalf.

Loss, Theft or Damage in Transit

In the unfortunate instance that something goes wrong during in transit, contact us at support@altongoods.com to explain the issue. We'll support you in lodging a claim with the shipping provider.

Please note that the outcome of any such claim is determined solely by the courier and is outside our control.

Unless Package Protection was purchased at the time of checkout, Alton is not liable for items lost, stolen or damaged in transit and is unable to provide a refund or replacement in these instances.

International orders may be subject to sales tax, duties and/or customs fees upon arrival in the destination country. These charges are levied by local authorities and must be paid by the recipient. 

Customs and import policies vary by country, and Alton is unable to provide quotes or estimates for these charges your parcel may incur. We recommend that you check the information provided by your local customs authority in your country before placing your order.

EU Residents Please Note: Alton Goods Pty Ltd is not registered for EU VAT. If you are an EU resident customer, (from 1 July 2021) you will be required to pay VAT on any packages received upon collection, for all declared values. These charges are your responsibility and are not included in the cost of the product or shipping charge.

Unpaid or refused customs fees or failure to collect your parcel within the required timeframe typically results in your order being returned to sender (RTS).

RTS shipments incur additional shipping charges and fees imposed by the postal authorities. If you are notified that your order is being returned to sender, please get in contact with us immediately at support@altongoods.com.

We'll do our best to support you in filing a claim with the shipping provider to seek compensation for these costs. However, please note, that the final outcome of any claim determined by the shipping agent. All outstanding RTS fees are the responsibility of the recipient.

Customer should be advised that RTS shipments are often subject to significant transit delays that are entirely outside our control. We're unable to provide a refund or replacement until the original item has been received at our warehouse, which can take several months.