Shipping Policy

Freshwater Systems is committed to prompt and reliable service, in getting your Ordered Products to you. This Shipping Policy outlines what you can expect when you order from us, including shipping providers, processing and delivery times, and other important freight information.

1.SHIPPING RATES

• Shipping rates are calculated in the online checkout process and apply per order. All prices are in AUD, unless otherwise stated.
• Rates are flat-rate, based on freight destination and size category of item being freighted;

	ONLY STANDARD ITEMS IN ORDER	ANY LARGE ITEMS IN ORDER
Adelaide Metro	$9	$50
Country/Regional & Interstate	$25	$80

• Large Items include

Semi-Automatic Carbon Filter	Chlorine Removal	CF9
	Chloramine Removal	CFC9
	Tannin Removal	CFT9
	Silver impregnated
Fully Automatic Carbon Filter	Chlorine Removal	CFA9
	Chloramine Removal	CFCA9
	Tannin Removal	CFTA9
	Silver impregnated
Semi-Automatic Water Softener	18 litre media capacity	ST18
Semi-Automatic Water Softener	30 litre media capacity	ST30
Fully Automatic Water Softener	18 litre media capacity	SAV18
Fully Automatic Water Softener	30 litre media capacity	SAV30
Whole House UV Filter System		CWP-55

• Standard Items are all other items sold in the Freshwater systems online store.

 

2.SHIPPING DESTINATIONS

We currently ship to Australia only. International orders may be received by phone by calling on +61 8 8 351 7800.

Note: International customers are responsible for any customs duties, taxes, or import fees that may apply to their orders. Payment must be in AUD.

3.ORDER PROCESSING

A order confirmation will be emailed at the time the order has been received.

Once the order has been processed, a second shipping confirmation email will be sent containing a tracking number for the Order.

It is the responsibility of the Customer to track their delivery, but if assistance is required, please contact Customer Serviceand we may be able to advise status information available to us.

• Order Processing Time

Orders are processed during Business Hours Monday – Friday, excluding weekends and public holidays. Order processing times may vary based on the size and type of Order:

• In-stock Products: Orders are typically processed within 0-1 business day. Orders received after 2pm will be processed on the following day.
• Backordered or Pre-order Items: If an item is out of stock, you will be notified of the expected shipping date.

4.DELIVERY TIME FRAME & CONDITIONS

Delivery times may vary depending on your location, product availability, and shipping method.

• Choice of freight carrier is at the discretion of Freshwater Systems.
• The carriers selected may vary, but usual carriers used include:

DESTINATION	CARRIER	TRACKING URL
Adelaide Metro	APD	https://online.apdparcel.com.au/track/
Country/Regional & Interstate Business addresses	TNT	https://www.tntexpress.com.au/interaction/trackntrace.aspx
Country/Regional & Interstate Other addresses	Startrack	https://startrack.com.au/track/search

• Timeframe for delivery may vary, but are usually next half-business day for Adelaide metro. 2-5 business days for other Australian destinations.
• Large items, as transit 2-5 days Adelaide metro, 3-8 for other destinations.

5.TRACKING YOUR ORDER

Once your order is shipped, we will send you a shipping confirmation email with a tracking number to allow you to track your shipment through the carrier website.

Please note that there may be a delay in tracking information appearing on carrier website, after the package has been dispatched.

6.SHIPPING RESTRICTIONS

• Please provide a physical address for the Delivery Location when placing your order otherwise delays may occur.
• Remote Areas: Some remote or hard-to-reach locations may incur additional shipping charges.

7.ORDER MODIFICATIONS AND CANCELLATIONS

Once an Order is placed, we may have difficulty being able to modify it prior to dispatch. If you need to modify or cancel your Order, please contact Customer Service as soon as possible.

8.LOST, STOLEN, OR DAMAGED ITEMS

If your believe your Order may be lost or stolen, or arrives in a damaged condition, please contact us immediately. We will work with the relevant shipping carrier in order to resolve the issue. Please note the following:

• Lost Packages: In the event of a lost package, we will file a claim with the carrier on your behalf. If the carrier deems the package to be lost in transit, prior to delivery, we will offer a replacement or refund.

• Damaged Items: If you receive a damaged or defective item, please contact us on the day of receipt, or as soon as practicable. We will require photographs of the damaged goods and/or packaging in order to process a claim.

Please refer to our Return & Refund Policy for more information on returns and replacements.

9.SHIPPING ADDRESS ACCURACY

It is your responsibility to ensure that the shipping address provided is correct and complete. We are not responsible for any delays or issues arising from incorrect or incomplete addresses. If you realise there is an error in your shipping address, please contact us immediately to make the necessary changes before your order ships.

10.TAXES AND DUTIES

• Sales Tax: GST tax will be applied to orders in accordance with the applicable tax laws. Order confirmations will clearly state the GST component.

11.RETURNS AND EXCHANGES

Please refer to our Return & Refund Policy.

12.CONTACT US FOR SUPPORT

If you have any queries about an order placed, please don’t hesitate to call Customer Service on 08 8351 7800 during Business Hours or email filters@freshwatersystems.com.au

We are open 8am – 4.30pm (ACST) Monday-Friday, excluding public holidays (in South Australia).