Our aim is to deliver your order as quickly as possible. Orders are processed from our facility in Adelaide, Australia within three business days after order confirmation. Estimated transit times outlined below commence once your order has been processed and dispatched from our facility. You will receive tracking information via email once your order is en route. Should tracking details not appear immediately, rest assured, as updates may take a moment to become visible. Please be mindful that the delivery times provided on our site are estimates only. Actual delivery durations may vary due to factors such as location, weather, holidays, customs processes, and other external influences.

Refer to the details below for local and international shipping rates and transit times.

Local Orders Within Australia

Local orders with an Australian shipping address will be shipped via Australia Post Express with an estimated transit time of 2-5 business days. Shipping fees are outlined below:

• Orders under US$75 incur a US$7 flat rate shipping fee

• Orders above US$75 get free shipping Australia wide

Note: For Australian based customers, GST will be applied at checkout.

International Orders

For most international destinations, we are able to provide both Standard and Express shipping. Our Standard shipping option is the most economical but has an estimated transit time of at least 14-27 business days (not calendar days). With this shipping option, DHL hands over the parcel to the local postal organisation (i.e. USPS in USA, etc.) once it reaches the destination country, which can result in further processing times and delays. These processing times are out of our control, so please select Express shipping if you need your order swiftly.

Our Express shipping option is significantly faster, although costs more. We try and subsidise this cost as much as possible based on your order value.

Note: We currently do not ship to APO or FPO addresses.

For detailed rates and transit times, enter your location below:

International orders may incur duties, handling fees and import taxes which are determined by your local customs authority and the shipping carrier. We do not accept responsibility for the payment of any such fees incurred, for customs inspections not passing, or for delays in transit due to processing through customs. Any duties/taxes/handling or other fees are determined and collected by your country’s government and/or shipping carrier, and you may be asked to pay the applicable amount at the time your shipment is released to you. We have no control over the fees payable and we will not be able to declare a false value on the parcel to bypass applicable fees as this is illegal.

Defective Items

Whilst we carefully inspect all products prior to shipment, mistakes can still occur. If you believe you have received a defective item(s), please contact us within 7 days of receiving your item(s) and we will replace your defective item(s) free of charge. You will not incur any customs fees/taxes during the shipment of the replacement item(s). If the replacement item(s) is out of stock, we will offer you the choice of an alternative full priced item(s) of equivalent value or refund.

Please contact us through our Contact Us page describing the issue, along with providing photographic evidence. Please select “defective item(s)” in the drop-down list of the contact us page to ensure your inquiry is processed swiftly. We will send out the replacement item(s) without you needing to send us the defective item(s) back. If we require the defective item(s) to be sent back to us, we will cover the return shipping charges.

Returns & Exchanges

Who is eligible for a return/exchange?

To be eligible for a return or exchange, you must contact us within 30 days of receiving your item(s).

• The 30-day period will commence once the tracking updates indicate the parcel has been delivered. No returns or exchanges will be provided after this.
• If you have damaged or added any visible wear and tear to the product, you will not be eligible for a return/exchange.
• The item(s) needs to be dispatched back to us within 14 days of your return/exchange being approved. Failure to comply will result in the return/exchange request being denied.

How to initiate a return/exchange

If you would like to return or exchange an item(s), please use our Contact Us page and we will be able to assist you. Please select “returns/ exchange” in the drop-down list of the contact us page to ensure your inquiry is processed swiftly.

The item(s) which you wish to return, or exchange must be sent back to us in the original and undamaged condition.

Returning your item(s) to us for a refund/exchange

Return fees are follows:

• USA customers: Will incur a flat rate return shipping fee of US$12. Once we receive payment of the return shipping fee, we will provide you a return label.
• All other customers: Will need to organise return shipping of their item(s) back to our facility in Adelaide, Australia at their own cost.
  • We can provide a DHL return label (at the customer’s request), the cost of which will vary depending on location (customer to pay).
  • We recommend packaging your return item(s) carefully and shipping via a trackable service as we will not assume responsibility in the event that return packages are lost, stolen or damaged.

When will you receive your refund?

Exchanges are a lengthy process which involve a review of the item(s), hence, please allow for 3-5 business days for us to process the return/exchange after we have received the item(s).

All refunds will be processed using the same method as the original payment and a confirmation email will be sent once a refund has been issued.

Are shipping fees refundable?

The original shipping charges incurred at the time of placing your order, or any taxes/customs/duties/handling fees are not refundable.

What is the process for an exchange?

In the case of an exchange, a shipping fee will be charged for shipping the exchanged item(s) back to you. Shipping rates will apply as per our Shipping Policy listed on our website, same as placing a new order. An invoice for the payment of any fees will be sent to you via email.

If you would like to exchange your item(s) for an item(s) of greater value, the price difference will be payable along with the shipping fees mentioned above (if applicable). If you would like to exchange your item(s) for an item(s) of lesser value, the price difference will be credited to you and will be reflected in the invoice. Exchanged item(s) will only be dispatched from our facility once all payments for invoices have been received in full.

Example:

Note: Artem Straps reserves the right to deny a return or exchange if the item(s) does not meet the criteria outlined above.

Artem Straps offers a two-year warranty from the date of order placement, extended by an additional month to accommodate any shipping delays. This warranty covers all manufacturing defects but excludes accidental damage, mishandling, and general wear and tear. To initiate a warranty claim, visit our Contact Us page and provide your order number along with a photo of the issue. Our customer service team will review your claim and guide you through the process.