This Shipping & Returns Policy explains how advanceIP dispatches orders, manages delivery issues, and handles product returns, repairs, replacements and refunds. It should be read together with our Terms & Conditions, Warranty Policy and Privacy Policy.
Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified, including rights available under the Australian Consumer Law (ACL).
1. Shipping Methods and Carriers
advanceIP normally uses Australia Post for small shipments and carriers such as TNT or Allied Express for larger cartons.
We may use alternative freight providers where appropriate for the size, destination, value or delivery requirements of an Order.
Single-item orders are generally sent using a tracked or express service where practical. Multiple, heavy or bulky items may be sent by road freight, registered or tracked services to manage freight costs and handling requirements.
An Order may be split into more than one shipment where Products are dispatched from different warehouses, become available at different times, or require different freight methods. This may result in multiple deliveries.
After dispatch, we will normally send a shipment confirmation to the email address supplied with the Order. Tracking details will be provided where available from the carrier.
2. Delivery Addresses
advanceIP requires a complete street address for delivery.
We generally do not deliver to PO Boxes because many of our courier services require a physical delivery address and signature or delivery confirmation.
The Buyer is responsible for providing complete and accurate delivery details.
If additional freight or redelivery costs arise because an incorrect or incomplete address was supplied, those reasonable costs may be charged to the Buyer where permitted by law.
3. Australian Delivery Timeframes
For Products held in local stock, delivery within Australia will normally occur approximately 4–6 Business Days after acceptance and confirmation of the Order, depending on destination, carrier schedules and Product size.
The estimated delivery schedule will be advised in the Order confirmation where practicable.
Delivery dates are estimates unless advanceIP expressly agrees in writing that a particular delivery date is guaranteed.
Stock shown on the website may be held by advanceIP, a distributor or a supplier. Stock levels and freight costs can change unexpectedly.
If a material change affects an Order before acceptance, we will advise the Buyer of the revised availability, delivery date or freight charge before proceeding.
For accepted Orders, advanceIP will make reasonable efforts to meet the estimated delivery timeframe.
If delivery is materially delayed, please contact us so that we can investigate.
This section does not limit any right to a remedy where goods are not supplied within an agreed or reasonable time under applicable law.
4. Backorders and Special Orders
Some Products are not held in local stock and must be ordered from the manufacturer or supplier.
Backordered items typically require approximately 3–4 weeks to 8 weeks, although timeframes can vary depending on production, manufacturer stock, international freight and customs clearance.
Where an Order includes a backordered, special-order, customised or programmed Product, the estimated timeframe will be communicated during the quotation or Order confirmation process where practicable.
Please refer to our Terms & Conditions for cancellation and return conditions applying to these Products.
5. International Shipping
International shipping is available for selected Products and destinations.
International Buyers may, by prior arrangement, nominate their own courier or freight account to collect an Order from advanceIP.
Unless expressly included in our quotation, the Buyer is responsible for destination-country import duties, taxes, customs charges, brokerage fees and regulatory requirements.
International transit times are estimates and may be affected by customs and local delivery services.
Where the Buyer arranges its own carrier to collect goods, responsibility for transit loss or damage will be determined by the agreed shipping terms and applicable law.
The Buyer should ensure that its carrier provides suitable insurance and tracking.
6. Drop Shipping for Reseller Partners
advanceIP may provide drop-shipping services to approved reseller partners for quantity Orders.
Delivery documentation, branding, freight method and other requirements should be agreed before dispatch.
Additional handling or freight charges may apply where advised.
7. Freight Charges
Freight charges are calculated using estimated shipment size, weight, destination and carrier requirements.
For some Products, the website may calculate freight using approximate weight or size bands.
If the actual freight requirement is materially different from the amount calculated before an Order is accepted, advanceIP may contact the Buyer with a revised freight charge before accepting or dispatching the Order.
8. Shipping Insurance
Optional shipping insurance may be available for selected business, high-value or international shipments.
If you require additional transit insurance, please contact us before dispatch so that we can confirm availability and cost.
For deliveries arranged by advanceIP to customers who have rights under the Australian Consumer Law, optional insurance does not replace or reduce those statutory rights.
Where advanceIP is responsible for arranging delivery, we will assist with and, where required by law, resolve issues involving goods that are lost, misdelivered or damaged in transit.
Where a business Buyer elects to arrange collection using its own nominated carrier, transit risk and insurance will be governed by the agreed shipping terms and applicable law.
9. Lost or Missing Shipments
If you believe an Order has been lost or is materially overdue, please contact advanceIP promptly.
We recommend notifying us within 7 Business Days of the estimated delivery date so that a carrier investigation can be started without delay.
When investigating a missing shipment, advanceIP may:
- Confirm the delivery address and tracking information
- Contact Australia Post or the relevant courier and lodge an investigation
- Request delivery scans, proof of delivery or other carrier records
- Keep the Buyer informed of material updates where available
Carrier investigations may take up to approximately 14 Business Days or longer depending on the carrier and circumstances.
If a shipment is confirmed lost, advanceIP will provide the remedy required by the applicable contract and law.
Any optional insurance may provide additional recovery for business shipments, but it does not limit statutory consumer rights.
If a shipment is lost because the Buyer supplied an incorrect address or expressly authorised delivery to an unsafe or incorrect location, responsibility will be assessed based on the circumstances, carrier records and applicable law.
10. Returns – Contact Us First
If you experience a problem with a Product, please contact advanceIP before returning it.
Many IP, network and electronic Products require configuration, firmware, network or compatibility checks, and a technical issue can often be resolved without returning the Product.
Our technical team may ask for Product details, serial number, configuration information, photographs, error messages or reasonable troubleshooting steps.
Troubleshooting is intended to identify the quickest remedy and does not remove any statutory rights.
11. Return Authorisation Process
Where a return is required, please follow this process:
1. Contact advanceIP – Provide the Product details, proof of purchase, a description of the problem and your contact details. For warranty claims, please also refer to our Warranty Policy.
2. Obtain Return Authorisation – If the Product is approved for return, repair, assessment or replacement, advanceIP will issue a Return Authorisation (RA/RMA) number and return instructions.
3. Package the Product Carefully – Unless otherwise instructed, return Products in suitable protective outer packaging. Where practical, use double-box packaging and do not attach courier labels, tape or writing directly to the original manufacturer packaging.
4. Return Within the Approval Period – For voluntary or change-of-mind returns, the Product should normally be received within 10 Business Days after the RA/RMA is issued unless another period is agreed. Statutory claims will be handled in accordance with applicable law.
Unless otherwise advised, authorised returns should be sent to our Perth office using the return address provided with the RA/RMA instructions.
12. Dead on Arrival (DOA) and Faulty Products
If a Product appears to be Dead on Arrival (DOA) or defective immediately after delivery, please notify advanceIP as soon as possible and preferably within 48 hours.
Prompt notification allows us to prioritise troubleshooting and, where appropriate, arrange an expedited replacement process.
A Product reported after 48 hours may be assessed through our normal warranty or consumer guarantee process.
The 48-hour DOA reporting period does not remove or reduce any rights available under the Australian Consumer Law or another applicable law.
Depending on the nature of the fault and applicable rights, an eligible Product may be repaired, replaced or refunded.
For a major failure under the Australian Consumer Law, the consumer may be entitled to choose a refund or replacement.
13. Products Damaged in Transit
Please inspect deliveries as soon as reasonably practicable.
If visible damage is identified at delivery, note the damage on the carrier documentation where possible.
If inspection is not possible before signing, you may note “Subject to Inspection” if the carrier permits this.
If transit damage is discovered:
- Take clear photographs of the outer packaging, shipping label and damaged Product
- Retain the packaging and accessories until the claim is resolved
- Obtain a case or reference number from the courier if available
- Contact advanceIP promptly with the Order details and evidence of damage
Where advanceIP arranged the delivery, we will manage or assist with the carrier claim and provide the remedy required by applicable law.
We may need reasonable evidence of the damage before arranging collection, replacement, repair or refund.
14. Change-of-Mind and Incorrectly Ordered Returns
advanceIP does not generally supply Products on a trial or “try and buy” basis unless this has been agreed in writing before purchase.
We are not required to provide a refund or exchange merely because a Buyer changes their mind, finds a cheaper price elsewhere or orders an unsuitable Product where no consumer guarantee has been breached.
However, advanceIP may agree to accept selected Products as a discretionary return.
To be considered for a discretionary change-of-mind or incorrectly ordered return, the Product must generally:
- Be the subject of a return request made within 7 days of the invoice or delivery date, unless advanceIP agrees otherwise
- Be unused, unopened and in new, resalable condition
- Be in the original manufacturer packaging with all components, accessories and documentation
- Have packaging free from damage, labels, writing or other markings
- Not be a special-order, customised, programmed, licensed or non-stocked backorder Product unless advanceIP agrees otherwise in writing
Approved incorrectly ordered or change-of-mind returns will be subject to a 15% restocking fee and reasonable freight, handling, merchant or other non-recoverable costs.
These charges do not apply where they would reduce a remedy that the customer is entitled to under the Australian Consumer Law.
No credit or refund is provided merely because the Product price is reduced after purchase.
15. Return Shipping Costs
For discretionary returns, change-of-mind returns, incorrectly ordered Products, or returns where no fault is found, the Buyer is responsible for reasonable shipping costs to and from advanceIP unless otherwise agreed.
For a Product that is confirmed to have a fault covered by warranty or a consumer guarantee, advanceIP will meet or reimburse reasonable return freight costs as required by applicable law.
Where a faulty Product is large, heavy or difficult to return, advanceIP may arrange collection or another suitable return method.
For warranty repairs where the Buyer is responsible for inbound freight under the applicable voluntary warranty terms, advanceIP will clearly communicate those terms.
Voluntary warranty conditions do not override statutory consumer guarantee rights.
16. Wrong Product Supplied
If you receive a Product that is different from the Product ordered, please contact advanceIP promptly.
Where reasonably possible, do not open or use the incorrect Product while we arrange the appropriate remedy.
Where advanceIP supplied the wrong Product, we will arrange the return and replacement or refund as appropriate and bear the reasonable freight costs.
Opening or briefly inspecting an incorrectly supplied Product does not automatically remove rights that cannot lawfully be excluded.
If extra goods are supplied in error and were not ordered, please notify advanceIP. We will arrange collection where required.
The recipient is not required to pay for unsolicited goods merely because they were delivered in error.
17. Refunds
Where a refund is approved for a change-of-mind or other discretionary return, it will normally be processed after the returned Product has been received and inspected.
Bank, credit card and payment-provider processing times are outside advanceIP’s control and may affect when funds appear in the Buyer’s account.
Where a customer is legally entitled to a refund under the Australian Consumer Law, advanceIP will provide the refund within a reasonable time and in the same form as the original payment unless the customer agrees to another method.
18. Australian Consumer Law
Our goods and services may come with guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the circumstances, customers may be entitled to a repair, replacement, refund, cancellation or compensation where a Product or service does not meet an applicable consumer guarantee.
This Policy is intended to operate in addition to those rights.
Time limits, packaging requirements, RA/RMA procedures, restocking fees and voluntary warranty conditions in this Policy apply only to the extent permitted by law and do not take away mandatory consumer rights.
19. Contact Us
For shipping enquiries, tracking assistance, delivery issues, return authorisation, warranty support or refund enquiries, please contact advanceIP using the contact details or contact form published on our website.