SHIPPING POLICY
Timefold — Custom Printing & Framing
Last updated: 13 August 2026
OVERVIEW
This Shipping Policy explains how Timefold (“we”, “us”, “our”) processes, produces, dispatches and delivers orders placed through timefold.com.au.
Because Timefold products are custom made to order, production is required before dispatch.
Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
1. PRODUCTION AND PROCESSING
Our standard production timeframe is approximately 7 business days before dispatch.
Production may include printing, preparation of materials, custom framing, assembly, quality checking and packaging.
Business days generally exclude weekends and Victorian public holidays.
Production begins after:
- the order has been successfully received;
- payment has been successfully authorised or accepted; and
- we have received the files and information required to produce the order.
Production timeframes are estimates. Material availability, unusually high order volumes or circumstances outside our reasonable control may occasionally affect production.
If a significant delay affects your order, we will take reasonable steps to contact you.
2. SHIPPING AREA
We currently ship to eligible delivery addresses within Australia only.
International shipping is not currently offered through our website.
3. SHIPPING PROVIDERS
We may use Australia Post and/or other reputable third-party delivery providers.
The carrier used may depend on parcel size and weight, destination, service availability and operational requirements.
4. ESTIMATED DELIVERY TIME
Delivery after dispatch is generally estimated at approximately 3 business days, depending on destination and carrier.
Combined with our standard production timeframe, the typical estimated timeframe from order placement to delivery is approximately 10 business days:
- approximately 7 business days for production; plus
- approximately 3 business days for shipping.
These timeframes are estimates, not guaranteed delivery dates unless expressly stated otherwise.
Regional or remote destinations, carrier disruptions, severe weather, public holidays and other circumstances may result in longer delivery times.
5. SHIPPING COSTS
Shipping charges, where applicable, are calculated and displayed during checkout before you submit your order.
Charges may depend on order size, weight, number of items, packaging requirements and delivery destination.
6. TRACKING
Where tracking is available, tracking information will be sent to the email address supplied with the order after dispatch.
Please ensure your email address is correct.
Tracking information may take some time to become active after a parcel has been lodged with or collected by the carrier.
7. DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address at checkout.
Please carefully check the recipient name, street address, unit or apartment number where applicable, suburb, state, postcode and contact details.
If you identify an error, contact hello@timefold.com.au as soon as possible.
We will make reasonable efforts to update the address before dispatch but cannot guarantee that an address can be changed once the shipment process has commenced.
8. INCORRECT ADDRESSES, FAILED DELIVERY AND UNCLAIMED PARCELS
If an order cannot be delivered because incorrect or incomplete delivery information was supplied by the customer, reasonable additional shipping charges may apply if the parcel needs to be sent again.
If a parcel is returned to Timefold after unsuccessful delivery attempts or because it was not collected, we will contact you where reasonably possible to arrange the next step.
Any reshipping charge, refund or other remedy will depend on the circumstances and any rights that apply under the Australian Consumer Law.
9. LOST PARCELS
If tracking suggests that a parcel may be lost, or the parcel has not arrived within a reasonable period after the expected delivery timeframe, contact hello@timefold.com.au with your order number.
We will take reasonable steps to investigate the shipment with the delivery provider.
Where a parcel is confirmed lost before delivery to you, we will provide an appropriate resolution, which may include replacement or another remedy depending on the circumstances and applicable law.
10. DAMAGED PARCELS
We carefully package Timefold products to help protect them during transport.
If an order arrives damaged, contact hello@timefold.com.au as soon as reasonably possible.
We may ask for:
- your order number;
- photographs of the damaged product;
- photographs of the external and internal packaging; and
- a brief description of the damage.
For visible shipping damage, we encourage you to contact us within 48 hours where possible so that we can investigate promptly.
The requested 48-hour timeframe does not limit or exclude any rights or remedies under the Australian Consumer Law.
11. DEFECTIVE OR INCORRECT PRODUCTS
If an order is defective, incorrectly produced or materially different from what you ordered, contact hello@timefold.com.au.
Examples may include an incorrect frame, frame colour or size, a production or printing error attributable to Timefold, a manufacturing defect, or another material discrepancy between the product ordered and supplied.
Where an applicable consumer guarantee has not been met, we will provide a remedy in accordance with the Australian Consumer Law.
12. CHANGE OF MIND
Because Timefold products are generally custom made to individual specifications, we do not generally accept returns, exchanges or refunds simply because a customer changes their mind, selects the wrong size or option, or no longer wants the product.
This does not affect rights under the Australian Consumer Law where a product fails to meet an applicable consumer guarantee.
13. DELIVERY DELAYS
Carrier estimates may be affected by severe weather, network disruption, peak delivery periods, public holidays, regional conditions and other events outside our reasonable control.
If an order is significantly delayed, contact us and we will take reasonable steps to investigate.
Nothing in this section limits rights or remedies under applicable Australian law.
14. AUSTRALIAN CONSUMER LAW
Our goods and services come with consumer guarantees that cannot be excluded where the Australian Consumer Law applies.
If an applicable consumer guarantee is not met, the available remedy depends on the nature and seriousness of the problem.
Nothing in this Shipping Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
15. CHANGES TO THIS SHIPPING POLICY
We may update this Shipping Policy to reflect changes to our delivery services, business practices, website or legal requirements.
The current version will be published with its last-updated date.
16. CONTACT US
For questions about shipping, delivery, tracking or an existing order, please contact:
Timefold
Email: hello@timefold.com.au
Website: timefold.com.au
Victoria, Australia