Shipping Policy

Alton Goods Pty Ltd  (ABN:37 632 681 228)
Last updated: 16 June 2026

This Shipping Policy ("Policy") is issued by Alton Goods Pty Ltd ("we", "us", "our") and governs the dispatch and delivery of all goods purchased through our website at https://altongoods.com ("Website") by customers. This Policy sets out information about how we deliver goods to you, and includes information about your entitlements, obligations, risks, and costs.

This Policy forms part of, and must be read together with, our Website Terms and Conditions (https://altongoods.com/pages/terms-of-service). This Policy does not govern refunds, returns, or exchanges. Those matters are addressed exclusively in our Returns & Refund Policy, available at https://altongoods.com/pages/refund-policy. 

In this Policy, the following terms have the meanings set out below:

• “Customer”, “recipient”, "you", "your" refers to the individual or entity that places an order through the Website, or any person designated to receive delivery of an order on their behalf.
• “Sender”, “we”, “us”, “our” refers to Alton Goods Pty Ltd, being the party responsible for dispatching goods to the Customer.
• "Order", “package”, “parcel”, “item” refers to any purchase of goods made through the Website.
• “Courier”, “carrier”, “shipping provider” refers to the third-party shipping carrier engaged by Alton Goods Pty Ltd to fulfil delivery of an Order.
• “Dispatch” refers to the point at which an Order is collected by or handed to the Courier for delivery.

By placing an order on our Website, you confirm that you have read, understood, and agree to be bound by this Policy in its entirety.

Delivery Options

We offer various delivery options, which are presented at checkout. By selecting a delivery option, you accept that the terms applicable to that option (as set out below) are incorporated by reference into the contract between you and us. 

1.1 Insurance

Unless expressly stated otherwise on the Website, none of our delivery options include transit insurance of any kind. Risk in the goods passes to you upon dispatch of the goods to the relevant carrier. Our optional Package Protection service (see Section 3 of this Policy) provides an alternative mechanism for coverage through our third-party partner. 

1.2 Free Delivery / Free Shipping

Where a free delivery offer is made available on our Website and no alternative delivery option is selected by you, the following terms apply without exception:

• You must satisfy all conditions precedent applicable to the free delivery offer, including any minimum order value threshold. If you subsequently cancel or return any item such that the minimum threshold is no longer met, you irrevocably authorise us to charge your nominated payment method the standard shipping fee that would otherwise have applied to your order.
• We reserve the right to select any carrier for dispatch of your order unless you have expressly selected a named carrier from the options provided.
• The free delivery offer does not include transit insurance. Risk passes to you upon dispatch in accordance with clause 1.1.
• Tracking is included with free delivery. A tracking link will be provided to you by email or made accessible through your account portal. Please note that tracking information is generated and maintained solely by the courier; Alton has no control over the accuracy, availability, or timeliness of tracking updates and accepts no liability for any errors, omissions, or delays in tracking information provided by the carrier. 
• The free delivery offer does not apply to bulky items. For the purposes of this Policy, a "bulky item" means any single item or any combination of items in a single order that exceeds 10 kg in weight or 0.06 cubic metres in volume, unless otherwise specified on the relevant product listing.
• We expressly exclude liability for any loss of, or damage to, goods occurring during transit, except to the extent that such liability cannot be excluded under applicable law.
• Free shipping is subject to minimum order spend thresholds, which are outlined on our Shipping page. The free delivery offer may be withdrawn, suspended, or varied at any time and without prior notice. Withdrawal shall not affect orders placed and confirmed prior to the date of withdrawal.

1.3 Customer Pick-Up

Customer pick-up of goods is available subject to prior arrangement with us. Pick-up is not available on demand and must be coordinated in advance. The following conditions are binding on all pick-up arrangements:

• Pick-up is available only during our published opening hours, as displayed on the Website. We reserve the right to amend opening hours without prior notice.
• We will issue a written notification (by email) when your order is packed and ready for collection. Attendance prior to notification does not create any obligation on us to release the goods.
• You must collect your goods within fourteen (14) calendar days of the date of our collection notification. If you fail to collect your goods within this period, we may, at our sole discretion, transfer the goods into our storage facility and charge you a reasonable retrieval fee. We accept no liability for any loss or deterioration of goods arising from your failure to collect within the specified period.
• The collection notification will specify the designated pick-up address and any applicable collection instructions. You are responsible for ensuring that you attend the correct address at an appropriate time within our opening hours.

1.4 Courier Delivery (Carrier Unspecified)

Where you select courier delivery but no specific carrier is designated at checkout, the following terms apply:

• We may engage any courier or carrier at our sole and absolute discretion. We make no representation as to the identity of the carrier that will be engaged for any given order.
• You must provide a valid and complete residential or business delivery address. You acknowledge that delivery of heavy or bulky goods to a residential address may attract additional surcharges from the carrier for specialist lifting equipment or services; any surcharges are your sole responsibility and are not covered by us.
• The courier may contact you directly regarding the delivery of your order, including delivery attempts, collection notices, customs requirements, or other delivery-related communications. These communications are issued solely by the courier and we are not privy to, nor responsible for, any correspondence between the courier and the recipient.
• It is the customer's sole responsibility to monitor and respond to all courier communications in a timely manner. We accept no liability for failed deliveries, returned parcels, delays, or any other consequences arising from a customer's failure to respond to or act upon courier communications.
• We may, at our discretion, require proof of delivery by way of signature or such other verification method as we deem appropriate. Delivery without a signature or other verification constitutes valid delivery under this Policy.
• If you are unavailable at the time of a delivery attempt, any redelivery fees, storage fees, or surcharges imposed by the carrier are your sole responsibility. We expressly disclaim liability for any such charges.
• If you fail to collect goods held at a carrier depot following an unsuccessful delivery attempt, we accept no responsibility for any resulting delay, loss, or additional charges.
• It is the customer’s responsibility to collect the package from the carrier depot within the timeframe specified by the carrier. Failure to collect a package within the designated period may result in it being returned to sender. We accept no liability for any fees, loss or deterioration of goods arising from your failure to collect within the specified period.

1.5 Named Courier Delivery

Where we offer the option to select a named carrier, all terms set out in clause 1.4 apply, with the exception that your goods will be dispatched solely to the carrier you have nominated. We accept no liability for any delay, loss, or damage attributable to the performance of the named carrier.

1.6 Non-Delivery

We are not responsible for non-delivery of goods by any carrier or third-party delivery service provider. Title and risk have passed to you upon dispatch, and any non-delivery is a matter between you and the relevant carrier. 

If your goods have not been delivered, please take the following steps before contacting us:

• Review the tracking information provided to you or available through the carrier's platform to determine the current status of your shipment. 
• If the tracking information records your order as "delivered" and you have not received the goods, you must contact the carrier immediately to initiate a formal investigation. If the carrier is unable to resolve the matter within a reasonable period, contact us in writing with full details of the dispute and we will endeavour to liaise with the carrier on a best-efforts basis. We make no guarantee of any outcome.
• If the tracking information records your order as "not delivered", "delayed", "in transit", or similar, you should contact the carrier directly for an update. You acknowledge that transit delays may occur due to circumstances wholly outside our control, including but not limited to weather events, customs clearance, industrial action, and carrier capacity constraints.

1.7 Theft, Loss, or Damage in Transit

Alton expressly excludes liability for theft, loss or damage to goods occurring during transit unless Package Protection was purchased at the time of checkout. For further information on Package Protection, please refer to Section 3. 

1.8 Returned to Sender

Where your order is returned to us by the carrier for any of the following reasons, the terms of this clause apply:

• Failure to respond to communications from the carrier within the required timeframe;
• Non-collection of the parcel within the carrier's specified holding period;
• Provision of an incorrect, incomplete, or otherwise undeliverable delivery address at the time of order; or
• Any other act or omission on your part that causes or contributes to the return of the parcel.

In such circumstances:

• We may, at our sole discretion, offer to reship the goods to you. Any reshipping will be conditional upon your prior payment of all applicable shipping costs, return freight charges, and any other fees incurred by us in connection with the return.
• Where a refund is otherwise available under our Refund Policy, any costs incurred by us in connection with the return (including but not limited to the original cost of shipping, return shipping or carrier fees) will be deducted from the refund amount prior to processing.
• We expressly disclaim liability for any deterioration, damage, or loss of goods occurring during or as a result of the return transit.

International Shipping

This section governs all orders dispatched to destinations outside of Australia. By placing an international order, you acknowledge and accept the additional terms set out in this section, which apply in addition to (and not in substitution of) the terms in Section 1.

It is the customer’s responsibility to inspect the outer packaging carefully before accepting delivery. If the packaging shows visible signs of damage, including but not limited to crushing, punctures, tears, or water damage, you have the right to refuse the parcel. If you choose to refuse delivery, instruct the courier to record the refusal as damage-related.  

2.1 Dispatch and Carrier Handover

All international orders are dispatched from our Australian warehouse using a carrier of our choice (typically DHL or Australia Post). Upon arrival in the destination country, the package will be transferred to the designated national postal or courier operator for that jurisdiction. Such transfer constitutes delivery to you for the purposes of risk, and we accept no liability for any loss, damage, delay, or misdelivery occurring after the point of handover to the international carrier.

International shipments may be subject to delays, customs inspections, regulatory holds, or other impediments that are wholly outside our control. You are solely responsible for monitoring your tracking information and responding promptly to any communications from your local carrier or customs authority. Failure to do so may result in your parcel being returned to us or abandoned, and no liability shall attach to us in such circumstances.

2.2 Customs Duties, Import Taxes, and Other Charges

The importation of goods into your destination country may attract customs duties, import tariffs, value added tax (VAT), goods and services tax (GST), excise duties, or other levies imposed by the applicable customs authority (collectively, "Import Charges"). The calculation, assessment, and collection of Import Charges is the sole responsibility of the relevant customs authority and is subject to change without notice. 

By placing an order on our Website, you expressly acknowledge and agree to the following:

• All Import Charges are excluded from the product price and shipping fee. Import Charges are entirely your responsibility and must be paid directly to the relevant customs authority or carrier.
• Alton has no visibility over, and will not be notified of, any outstanding Import Charges applicable to your order. We are unable to intervene in customs matters on your behalf. All enquiries must be directed to your local customs authority or carrier.
• Failure to pay Import Charges within the retention period specified by the carrier or customs authority may result in your parcel being held, seized, or automatically returned to us. In such circumstances, the terms set out in clause 2.5 (Returned to Sender) will apply.
• You are solely responsible for determining the Import Charges applicable to your order prior to purchase. We strongly recommend consulting your local customs authority or a licensed customs broker before placing an order if you have any concerns regarding applicable Import Charges. 
• We accept no liability for any costs, losses, delays, seizure of goods, or consequences of any kind arising from customs non-compliance, refused importation, unpaid duties, or reliance on any information provided by us regarding Import Charges.
• We disclaim any obligation or capacity to provide quotes, estimates, projections, or advice of any kind regarding Import Charges applicable to any jurisdiction. Any such representation is provided for general informational purposes only and carries no warranty as to its accuracy, completeness, or applicability to your specific circumstances.

2.3 Notice to European Union Residents

Alton Goods Pty Ltd is not registered for VAT in the European Union. EU residents should familiarise themselves with their applicable VAT obligations prior to placing an order. Customs authorities have broad discretion in their assessment and enforcement of import charges, and we cannot predict or estimate the charges that may apply to any particular order. Customers located in EU member states are expressly notified of the following:

• With effect from 1 July 2021, VAT is chargeable on all goods received in the EU from non-EU suppliers, regardless of the declared or actual value of the goods, pursuant to the EU VAT reform package.
• VAT and any other applicable Import Charges are entirely your responsibility and are not included in the product price or shipping fee displayed on our Website.
• VAT and related charges will be assessed and collected by the relevant national customs authority or carrier upon or prior to delivery of your parcel. You must discharge these obligations promptly to avoid delay or return of your order.
• We are under no obligation to, and will not, pre-pay or absorb any VAT or Import Charges on your behalf.

2.4 Refused Delivery or Non-Payment of Import Charges (Including VAT)

Where an order is returned to us as a result of your refusal or failure to pay applicable Import Charges, your failure to comply with the requirements of the relevant customs authority, or your failure to collect the parcel within the timeframe specified by the courier or customs authority, the following terms shall apply without exception:

• No refund will be issued for the cost of goods in any circumstances where the return arises from your refusal, failure, or neglect to pay applicable Import Charges or to otherwise comply with the requirements of the relevant customs authority. This exclusion applies regardless of whether the goods are received back by us in their original condition.
• All costs incurred by us as a direct or indirect result of the return, including but not limited to return-to-sender fees, outbound and return carrier charges, customs duties, penalties, inspections, storage fees, and any other charges levied by the courier or customs authority, shall be the sole liability of the Customer. Where a refund would otherwise be applicable, all such costs will be deducted in full prior to any amount being returned to you. Where the total costs incurred exceed the value of any amount otherwise refundable to you, you remain personally liable for the outstanding shortfall. 
• We accept no liability for any delays in the return of goods, deterioration in the condition of goods during return transit, or any loss in value arising from the return to sender process. Where goods are returned in a condition that renders them unsaleable, no refund or credit will be issued under any circumstances.

2.5 Missing or Delayed International Orders

If your international order has not been delivered within ten (10) business days following the estimated delivery date, or within twenty-one (21) calendar days of the date of dispatch from our warehouse (whichever period expires later), you must:

• Check the most recent tracking information available through the tracking link provided to you;
• Contact your local carrier or customs authority directly to obtain a status update and, where applicable, to initiate a formal investigation; and
• Notify us in writing by email to customerservice@altongoods.com, providing your order number, date of dispatch, tracking number, and details of any correspondence or reference numbers obtained from the courier or customs authority.

Upon receipt of a complete written notification in accordance with the terms set out above, we will use reasonable endeavours to investigate the matter and liaise with the relevant courier on your behalf. However, we accept no liability for delays arising from carrier operations, customs processing, or events beyond our reasonable control. 

2.6 Refused or Returned to Sender International Orders

Where your order is returned to us by the carrier or customs authority for any of the following reasons, the terms of this clause apply:

• Non-payment or refusal of Import Charges;
• Failure to respond to communications from the carrier or customs authority within the required timeframe;
• Non-collection of the parcel within the carrier's specified holding period;
• Provision of an incorrect, incomplete, or otherwise undeliverable delivery address at the time of order; or
• Any other act or omission on your part that causes or contributes to the return of the parcel.

In such circumstances:

We may, at our sole discretion, offer to reship the goods to you. Any reshipping will be conditional upon your prior payment of all applicable shipping costs, return freight charges, and any other fees incurred by us in connection with the return.

Where a refund is otherwise available under our Refund Policy, any costs incurred by us in connection with the return (including but not limited to the original cost of shipping, return freight, carrier surcharges, and customs charges) will be deducted from the refund amount prior to processing.

We expressly disclaim liability for any deterioration, damage, or loss of goods occurring during or as a result of the return transit.

2.7 Limitation on Liability for International Orders

To the fullest extent permitted by applicable law, we expressly exclude all liability for any loss, cost, expense, damage, delay, or inconvenience arising from or in connection with:

• The acts or omissions of any international carrier, postal authority, or customs body;
• The assessment, imposition, or enforcement of Import Charges by any customs authority;
• Delays in customs clearance or transit;
• The return, abandonment, or seizure of goods by any carrier or authority; or
• Your failure to comply with the obligations set out in this Section 2.
• Nothing in this Policy limits any rights you may have under applicable mandatory consumer protection laws that cannot be excluded by contract.

Package Protection

We offer optional Package Protection for eligible orders, available to select at checkout for a nominal fee. Package Protection is available for orders shipped within Australia only. International orders are not eligible for Package Protection. 

By selecting Package Protection at checkout and completing your order, you confirm that you have read and agree to the terms in this Section 3. 

3.1 What's covered

Package Protection covers your order against loss, theft, or physical damage occurring during transit — from our dispatch facility to the delivery address specified at the time of purchase. Coverage is subject to the exclusions and limitations set out in our Refunds & Returns Policy.

3.2 Time limits for claims

Claims must be submitted within the following timeframes:

• Stuck in transit: claims will only be considered after 10 or more days have passed with no tracking updates from the carrier.
• Damaged in transit: claims must be lodged within 7 days of delivery.
• Stolen after delivery: claims must be lodged within 7 days of delivery.

Claims lodged outside of the timeframes specified above will not be considered. 

3.3 Eligibility

To be eligible to make a claim, all of the following must apply:

• Package Protection was selected at checkout and the fee was paid in full before dispatch;
• The delivery address is located within Australia; and
• The claim is submitted through our customer returns portal within the applicable time limits in Section 3.2.

Package Protection cannot be added after an order has been placed. No retrospective coverage will be granted under any circumstances. 

3.4 How to make a claim

All claims must be submitted through our customer returns portal. You will be required to provide:

• A description of the event giving rise to the claim;
• Where applicable, photographic evidence of damage to the goods and/or packaging;
• Where applicable, written confirmation from the carrier of loss or non-delivery; and
• Any other information we reasonably require to assess the claim.

We may request additional information at any stage. Failure to provide it within a reasonable timeframe may result in your claim being suspended or declined.

Approved claims will be resolved at our discretion by way of a refund or replacement order or such other remedy as we determine appropriate.

3.5 If Package Protection was not purchased

Where Package Protection was not purchased, our liability for any loss, theft, or damage occurring after your order has been dispatched and accepted by the carrier is excluded to the fullest extent permitted by law. By declining Package Protection, you assume full risk of loss, theft, or damage to your goods following dispatch.

In the event that your package is lost, stolen or damaged in transit, please contact us immediately at support@altongoods.com and provide a description of the situation and clear photographic evidence of the damaged item and outer packaging. You must notify us within 7 days of delivery. 

Where damage is reported within the required timeframe and supported by sufficient evidence, we will endeavour to assist you in filing a claim with the courier. Any claim outcome is determined solely by the courier and is outside of our control. We make no representation as to the likelihood of a successful claim and accept no liability for any claim that is denied or limited by the courier.

3.6 Changes to Package Protection

We reserve the right to modify, suspend, or discontinue Package Protection at any time, including changes to the fee, coverage terms, or third-party provider with or without notice. Any such change will not affect Package Protection already purchased for orders placed prior to the effective date. The terms applicable to your purchase are those in effect when your order was placed.

General Provisions

4.1 Variation

We reserve the right to amend, update, or replace this Policy at any time. The current version of this Policy will be published on our Website and will take effect from the date of publication. Your continued use of our Website or placement of orders following publication of an updated Policy constitutes your acceptance of the updated terms.

4.2 Governing Law

This Policy is governed by and construed in accordance with the laws of Australia and the State of Queensland. Any dispute arising out of or in connection with this Policy shall be subject to the non-exclusive jurisdiction of the courts of Queensland, Australia.

4.3 Consumer Law

Nothing in this Policy is intended to exclude, restrict, or modify any right or remedy, or any guarantee, warranty, or other term or condition implied or imposed by any applicable consumer protection legislation (including the Australian Consumer Law, as set out in Schedule 2 to the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded or limited. To the extent of any conflict between this Policy and applicable mandatory consumer protection laws, those laws shall prevail.

Contact Us

For all enquiries relating to this Policy, including delivery enquiries, claims, or complaints, please contact us by emailing support@altongoods.com. 

Alton Goods Pty Ltd reserves the right to amend this Policy at any time. Any changes will be posted on our Website and will apply to purchases made after the date of posting.