Shipping policy

1. Order Processing & Dispatch

  • All orders ship from Tweed Heads, NSW several times per week.
  • Standard processing time is 1–2 business days (excluding weekends and public holidays).
  • You will receive an email confirmation and tracking details as soon as your order has been dispatched.
  • During high-volume periods, dispatch times may extend slightly — we will always do our best to ship promptly.

2. Delivery Times (Australia)

Typical delivery timeframes:

  • Metro (East Coast): 1–3 business days
  • Metro (SA, WA): 3–6 business days
  • Regional: 3–7 business days
  • Remote / rural: 5–14+ business days

These are estimates based on carrier advice and may vary due to weather, public holidays, freight congestion or local conditions.

Shipping Options at Checkout

At checkout, you will be shown:

  • available freight carriers
  • live shipping costs
  • estimated delivery timeframes

By completing your order, you acknowledge and accept the shipping option and estimated delivery window provided at checkout.

Authority to Leave (ATL)

Orders are shipped with ATL by default, unless you select Signature on Delivery during checkout.

If ATL is selected:

  • the courier may leave your parcel in a safe location
  • GroundGrabba is not responsible for theft or loss after the parcel is marked "delivered"

3. Australia-Wide Coverage

We deliver to:

  • metro
  • regional
  • rural
  • coastal and island locations
  • remote outback areas

Extra delivery time may apply depending on the carrier's network.
For extremely remote or high-cost destinations, we may contact you if a freight surcharge is required.

4. International Orders

For international purchases, please order through your regional store:

  • 🇺🇸 USA & Mexico: GroundGrabba.com
  • 🇳🇿 New Zealand: GroundGrabba.co.nz
  • 🇨🇦 Canada: GroundGrabba.ca

🌍 For all other countries: please Contact Us for a shipping quote.

Customs duties, taxes, and import fees (if applicable) are the responsibility of the recipient.

5. Commercial, Bulk & Purchase-Order (PO) Shipments

Large commercial orders, wholesale quantities, and PO-based shipments are subject to the terms below.

Risk Transfer on Dispatch

Once goods leave our warehouse, 3PL facility, or dispatch point:

  • ownership and risk transfer to the customer
  • the shipment becomes the responsibility of the customer and their chosen (or system-allocated) freight carrier

This includes:

  • loss
  • delay
  • transit damage
  • misrouting
  • failed delivery attempts
  • environmental or weather impacts

This is standard practice for commercial supply.

Transit Insurance

Transit insurance is not included unless explicitly arranged in advance and paid for in writing.

Commercial customers are strongly encouraged to arrange their own transit insurance, especially when:

  • ordering in bulk
  • shipping high-value goods
  • delivering to remote or difficult access points
  • using their own freight forwarder

GroundGrabba Assistance

While we cannot financially compensate for transit issues after dispatch, we will support you by:

  • assisting with tracking
  • initiating carrier investigations
  • supplying documentation needed for insurance claims

No Refunds or Replacements for Post-Dispatch Freight Issues

For commercial or PO-based orders:

  • no refunds
  • no replacements
  • no credits

will be issued for freight damage, loss or delays occurring after dispatch, unless the shipment never left our possession.

6. Incorrect, Missing, or Damaged Items

If your order arrives:

  • damaged,
  • missing parts, or
  • containing incorrect items,

Please contact us within 3 business days with photographs so we can assist.

Personal-Use Orders:

We will correct the issue, replace items, or arrange return shipping at our cost.

Commercial Orders:

Resolution depends on:

  • whether the damage occurred before dispatch, or
  • whether you arranged transit insurance for the freight

GroundGrabba is not responsible for damage occurring after dispatch on uninsured commercial shipments.

7. Delayed Deliveries

Personal-Use Orders:

If your order has not arrived within a few days of the estimated timeframe:

  • contact us
  • we will investigate with the carrier
  • if the parcel has not shipped or is confirmed lost, you may choose a refund or replacement

Commercial, Bulk & PO Orders:

Delivery delays after dispatch are the customer's responsibility.
Carriers may require extended time before declaring freight "lost."

GroundGrabba will assist with investigations but cannot offer compensation, refunds, or replacements for post-dispatch delays.

8. Returns Overview

A full explanation is available in our Returns, Refunds & Warranty Policy, but in summary:

Personal Use

  • ✔ 12-month change-of-mind guarantee
  • ✔ Returns accepted even if used (no misuse)
  • ✔ Return freight covered (conditions apply)

Commercial Use

  • ❌ No change-of-mind returns
  • ❌ No returns of used anchors
  • ❌ Bulk/PO orders are non-returnable
  • ✔ Faulty or incorrect items will be replaced