Shipping and returns
Order timing includes review, production and delivery. Check the current guidance below before selecting a required date.
How order timing works
Estimated arrival equals review time, plus production time, plus carrier delivery time. Personalised and framed products often need extra time. Check the current guidance below before selecting a required date.
Current lead time guidance
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 |
Dispatch and tracking
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 service.
Returns and refunds
Change of mind
If you are not satisfied with an eligible item, return it within 30 days of the invoice date for a refund. Items must be unused, in original condition and in their original packaging.
Made to your specifications
Custom and made-to-order items, including medals and medal sets made to your specifications, cannot be returned for change of mind. If a custom item arrives faulty or defective, contact us within 2 business days of delivery.
We make it right
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.
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
Before production
To cancel, 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.
Check before you approve
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.
Remakes and your consumer rights
Putting it right
Where an assessed issue is our responsibility, we resolve it by repair, remake, replacement or refund as appropriate to the problem.
Australian Consumer Law
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.
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.
Ordering for an event date
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.
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.
Know the date? Tell us early
Enter the event date at checkout so the team can confirm the production schedule before it matters.
Start your rack →