Incorrect Address PolicyUpdated 5 months ago

If a customer enters an incorrect postal address when placing an order and does not update Surfpaints Support via email or phone before the order is dispatched with Australia Post, the customer will be liable for the following:

A $25 return-to-sender fee if the parcel is returned to our warehouse.
An additional $10 shipping charge to resend the items to the correct address.
In cases where the postal service cannot redirect the parcel to the correct address, the order will need to be returned to our warehouse before we can arrange for the items to be resent. Surfpaints is not responsible for delays or additional costs caused by incorrect address submissions.

Steps for the Customer to Rectify an Incorrect Address with Australia Post
Check the Parcel’s Status

Use the tracking number provided by Surfpaints to check the current location and status of the parcel on the Australia Post Tracking Tool - https://auspost.com.au/mypost/track/search

Call Australia Post Customer Support at 13 76 78 (Australia) and provide the tracking number.
Inform them of the incorrect address and request a redirection or hold.
Redirection is only possible if the parcel hasn’t already been delivered or reached the final destination.
Visit a Local Post Office

The customer can also visit their local post office with the tracking number to inquire about redirection options.
Wait for Return to Sender

If Australia Post cannot deliver or redirect the parcel, it will be returned to Surfpaints (the sender).
Advise the customer that once the parcel is returned, Surfpaints will arrange for it to be resent to the correct address (subject to additional fees).