Shipping and returns
Order timing includes review, production and delivery. Check the current guidance below before selecting a required date.
Timing and lead times
Estimated arrival equals review time, plus production time, plus carrier delivery time. Personalised and framed products often need extra time.
Pre-made Common Group sets are stocked and dispatch within 2 days. All custom items are made to order, so allow 3 to 5 weeks for production.
| Product family | Review and production | Notes |
|---|---|---|
| Common Groups | Dispatched within 2 days | Pre-made and stocked, ready to send |
| Ribbon bars | 3 to 5 weeks | Custom made to your award selection |
| Full-size and miniature racks | 3 to 5 weeks | Includes order of wear review |
| Frames and photo frames | 3 to 5 weeks | Allow extra time for framing |
| Timber boxes and engraving | 3 to 5 weeks | Engraving adds a step |
| Presentation sets | 3 to 5 weeks | Timed to the slowest included item |
Enter the event or presentation date at checkout. A required date does not confirm delivery until the team accepts the production schedule. If a date is close, call (02) 6123 2996 before ordering.
Dispatch, tracking and transit
Australia Post
Orders are dispatched from our Beard workshop in the ACT with Australia Post. See Australia Post delivery speeds and coverage for carrier services and delivery zones.
Track your order
A dispatch email includes the tracking link when the selected service supports tracking.
Framed and large items
Framed products are packed for protection in transit. Large and fragile items are sent using an appropriate Australia Post or TNT Road Express service.
Damage in transit
Report transit damage as soon as the parcel arrives, with photographs of the item and all packaging, and keep the packaging. The support team helps with carrier claims after dispatch.
Delays and address changes
Carrier delays sit outside production control. The support team assists with tracking, and with address changes where the order has not yet shipped.
Returns, cancellations and remakes
Change of mind
Stocked items, such as pre-made Common Groups, can be returned within 30 days of the invoice date for a refund. Items must be unused, in original condition and in their original packaging. Change of mind does not apply to custom and made-to-order items, including custom medal racks and sets, ribbon bars, frames, timber boxes and engraved products. If a custom item arrives faulty or defective, contact us within 2 business days of delivery.
Faulty, damaged or incorrect
For faulty, damaged or incorrect orders, contact support before returning anything and include photographs of the issue. An Australia Post return label is provided where the return is approved. Where an assessed issue is our responsibility, we resolve it by repair, remake, replacement or refund as appropriate to the problem.
Your consumer rights
Your rights under the Australian Consumer Law still apply where a product has a major problem, is unsafe, differs from its description or does not meet a consumer guarantee. Nothing in this policy excludes, restricts or modifies those rights.
How returns are handled
Start a return through the support page so the team can guide the next steps. Once your return reaches us it is checked and processed within 72 hours, and approved refunds or replacements are dispatched within 1 to 3 business days. For change-of-mind returns, please use insured registered post. Rack Builder is not liable for return parcels lost or damaged in transit.
Cancelling and changing an order
To cancel or change an order, contact support as soon as possible. Cancellation is possible before production starts and is assessed once it has begun; what is possible depends on the stage, review, material preparation, engraving or mounting, so the earlier you contact us the more options exist. Before you approve, check names, dates, service details, medal selections, clasps, image crops and delivery details. Changes requested after approval are assessed against the production stage.
Shipping questions
Where do you ship to?
Rack Builder ships Australia wide from our Beard workshop in the ACT, using Australia Post and TNT Road Express. International shipping is also available; check your local import restrictions before ordering.
Can I track my shipment?
Yes. The dispatch email includes the tracking link when the selected service supports tracking.
What if my package is lost or damaged during transit?
Every order is packed for protection before dispatch. If a parcel arrives damaged, report it as soon as it arrives with photographs of the item and all packaging, and keep the packaging. If a parcel appears lost in transit, contact support and the team will chase the carrier claim.
Can I change my shipping address after placing an order?
Contact support as soon as possible. The team can update the address while the order has not yet shipped; once a parcel is dispatched the address can no longer be changed.
How much does shipping cost?
Shipping is calculated at checkout, based on where the parcel is going and how much it weighs.
Can I collect my order from the workshop?
Yes. Orders can be collected from the workshop at 8 Alumina St, Beard ACT 2620.
Do you deliver to PO boxes and parcel lockers?
Yes. Australia Post delivers to PO boxes and parcel lockers.
Can an order be sent directly to the recipient as a gift?
Yes. Add a note at checkout and the team will take care of it; the invoice is not included in the parcel.
Know the date? Tell us early
Enter the event date at checkout so the team can confirm the production schedule before it matters.
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