Infa Group works out of and ships from Sydney. We're working hard to dispatch orders on time, but due to higher than normal order volumes and delays being experienced by our delivery partners including Australia Post as a result of the impacts of COVID-19, we are unable to guarantee our normal dispatch and delivery times.
It is not unusual currently for some orders to take 2+ weeks to be delivered that would normally only take days. If your order is delayed, please be patient with our delivery partners and our Customer Care team. It is always best to contact Australia Post first regarding any shipping delays. You can read more about that here. https://auspost.com.au/service-updates/current-covid-19-impacts
Infa Group Pty Ltd (“we” and “us”) is the operator of (https://infasecure.com.au) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
We endeavour to have every item listed in our store in stock but in the event that items are out-of-stock at the time your order is placed, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
3. Delivery times
All orders are dispatched through Australia Post, or Startrack for bulky goods. Your order will be dispatched within 2 business days of it being placed (excluding clearance/sale items) unless the item/s are unavailable. The delivery option you choose indicates how fast the parcel should arrive to you once your order has been shipped from our warehouse, not the speed your order is processed.
Definite delivery time frames, from our Sydney Head Office to locations around Australia can not be supplied but Australia post provides the expected delivery times (by business days);
NSW/ACT/QLD/VIC/SA - 2-4 days
TAS - 3-5 days
NT - 3-6 days
WA - 4-8 days
*Note: The above are the expected delivery times, however Australia Post does recommend to wait for 2 weeks from the date of dispatch, to allow for any delays during delivery.
Our warehouse operates Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4. Change Of Delivery Address
When your order is placed, your order is automatically fulfilled to our warehouse for shipment. For change of delivery address requests, we can request to change the address at any time before the order has been dispatched however we cannot make any guarantees as this will depend on the status of your order within our warehouse.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
We are unable to nominate a delivery date & time, however parcels are delivered between 9am - 5pm Mon-Fri, depending on your local Australia Post contractor.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched excluding *clearance items.
If an order has already been dispatched, it must be returned within 30 days of order and must be returned in original saleable condition, that being, unused in the original packaging with any original labels attached and accessories included. PLEASE NOTE: We reserve the right to reject returns outside of the 30 day return period or items that are not in their original condition and/or packaging.
Please do not return or post items before obtaining instructions from us – if you do, there is a risk that your returned item may not be identifiable and your returns may not be accepted.
Refunds will only be made to the account the money was originally paid from. For items sold with Free Postage a 20% amount will be deducted to cover postage costs. All return shipping costs (excluding faulty items) are at the buyer’s expense.
8. Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9. Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at firstname.lastname@example.org
11. Clearance/Sale Items
Orders placed during a clearance sale may take up to 2-3 business days to process before shipping.
Your local Australia Post Contractor will either leave the parcel in a safe area near your front door (aka “Safe Drop”) or some may leave a card for you to collect your parcel from you local post office. Items being left as a “Safe Drop” become your responsibility once they are delivered. If you do not want your items to be left at your front door if you are not home, please note “Do Not Safe Drop” in the comments section of your order and we will indicate this on your parcel so that the contractor will leave a card for pick up from the Post Office.
New Zealand Delivery
Items purchased for shipment to New Zealand are sent out via Australia Post International Standard parcel. Delivery times are estimated to be approx. 5 business days*.
*Note: Standard delivery times, excludes public holidays and time in customs, if applicable, and may be subject to delay due to causes outside of Australia Post's control. InfaSecure takes no responsibility or liability for any additional charges New Zealand customs may impose on incoming parcels.