FrameLight
Last updated: 6 July 2026
This Shipping Policy applies to orders placed with FrameLight Pty Ltd (“FrameLight”, “we”, “us” or “our”) through our website, by email, by phone, or by any other accepted sales channel.
By placing an order with FrameLight, the Purchaser agrees to this Shipping Policy and FrameLight’s Terms and Conditions.
Orders are processed during our normal business hours, excluding weekends and public holidays.
Where goods are in stock and available for dispatch, we will use reasonable endeavours to process and dispatch the order as soon as practicable after payment has been received or approved account terms have been confirmed.
Some products may be shipped from FrameLight’s warehouse, directly from a supplier, distributor or manufacturer, or from another nominated location.
Shipping costs may be calculated at checkout, quoted separately, or confirmed after an order is placed, depending on the size, weight, value, destination and handling requirements of the goods.
Some products, including oversized, fragile, high-value, special-order or bulky items, may require a custom freight quote. If additional freight charges apply, FrameLight will contact the Purchaser before dispatch.
FrameLight may prepay and bill freight unless otherwise agreed in writing.
Any delivery timeframes provided by FrameLight, Shopify, freight providers, suppliers or manufacturers are estimates only and are not guaranteed.
Delivery times may vary due to product availability, supplier lead times, courier networks, freight delays, customs delays, public holidays, weather events, incorrect delivery details, failed delivery attempts, or other circumstances beyond FrameLight’s control.
FrameLight is not liable for delays caused by freight providers, suppliers, manufacturers, customs, government requirements, labour stoppages, natural events, or other circumstances outside our reasonable control.
If we become aware of a significant delay affecting your order, we will make reasonable efforts to notify you.
Some products may be available as pre-orders, backorders or special orders. These products are not immediately available for dispatch and may be subject to supplier availability, manufacturer release dates, production schedules, freight timelines and other external factors.
Estimated availability dates are estimates only and may change.
For more information, please refer to our Pre-Order Cancellation Policy.
The Purchaser is responsible for providing accurate and complete delivery details at the time of order.
FrameLight is not responsible for delivery delays, failed deliveries, additional freight charges, redelivery fees, lost goods or misdirected parcels caused by incorrect, incomplete or outdated delivery information supplied by the Purchaser.
If an order is returned to FrameLight due to incorrect delivery details, failure to collect, or unsuccessful delivery attempts, additional freight or handling charges may apply.
Some items cannot be delivered to PO boxes, parcel lockers or similar unattended collection points. This includes oversized, bulky, heavy, fragile, high-value or special-order items, and any goods that require courier delivery, signature on delivery, business delivery, tail-lift service or other special handling.
Where an order cannot be delivered to a PO box or parcel locker, the Purchaser must provide a suitable street address. If an unsuitable delivery address is provided, FrameLight may contact the Purchaser to request an alternative address before dispatch. Additional freight charges, delays or redelivery fees may apply.
Where the Purchaser gives authority to leave goods unattended, the Purchaser accepts responsibility for the goods once they are delivered to the nominated address or location.
FrameLight is not responsible for loss, theft or damage after goods have been delivered in accordance with an authority to leave instruction, except to the extent required by law.
To the extent permitted by law, goods are shipped at the Purchaser’s risk and FrameLight’s delivery obligation is discharged when the goods are delivered in good condition to the carrier.
Products are carefully packed before dispatch. If goods are lost or damaged in transit, the Purchaser should notify FrameLight as soon as possible and provide relevant details, photographs and supporting information.
Claims for shortage, incorrect goods or visible damage should be made within three business days of delivery where possible. This assists FrameLight in raising a timely claim with the freight provider, supplier or insurer.
FrameLight will assist where reasonably possible in the presentation and enforcement of freight claims. This does not limit any rights the Purchaser may have under the Australian Consumer Law or other applicable legislation.
The Purchaser should inspect goods promptly on delivery.
If an item appears damaged, incomplete, incorrect or missing, please contact FrameLight as soon as possible with your order number, delivery details, photographs of the packaging and goods, and a description of the issue.
Please retain all original packaging until the issue has been reviewed.
For deliveries to business premises, studios, warehouses, construction sites, venues or other commercial locations, the Purchaser must ensure that someone is available to receive the goods and that the location is suitable for delivery.
Additional charges may apply for restricted access, waiting time, redelivery, tail-lift requirements, manual handling, failed delivery attempts or other special delivery conditions.
Unless expressly agreed in writing, delivery does not include installation, unpacking, assembly, commissioning, rubbish removal, lifting, rigging or placement of goods.
Where pickup is available, FrameLight will notify the Purchaser when the order is ready for collection.
Orders must not be collected until FrameLight has confirmed that the goods are ready.
The Purchaser may be required to provide order confirmation, identification, or written authorisation before goods are released.
Once goods have been collected by the Purchaser or their nominated representative, courier or carrier, the goods are deemed to have been received in good condition unless FrameLight is notified otherwise at the time of collection.
FrameLight may offer international shipping on selected products at its discretion.
International orders may be subject to customs duties, taxes, import charges, brokerage fees or other costs imposed by authorities in the destination country. These charges are the responsibility of the Purchaser unless otherwise agreed in writing.
FrameLight is not responsible for delays caused by customs, import requirements, border processes or local delivery providers.
FrameLight may dispatch items in separate shipments where products are sourced from different locations, become available at different times, or require different freight methods.
Where additional freight charges apply to split shipments, FrameLight will advise the Purchaser before dispatch where practicable.
FrameLight reserves the right to choose or change freight providers, shipping methods, packaging methods or dispatch locations where reasonably necessary.
Prices and availability of shipping services are subject to change without notice.
Nothing in this Shipping Policy excludes, restricts or modifies any rights the Purchaser may have under the Australian Consumer Law or any other applicable legislation.
If FrameLight is unable to supply goods that have been paid for within the stated timeframe or within a reasonable time, we will contact the Purchaser to provide an appropriate solution, which may include continuing with the order, accepting an alternative product where available, or cancelling the order and receiving a refund for the unavailable goods.
If you have any questions about shipping, delivery, pickup or freight for your order, please contact us:
FrameLight Pty Ltd
Botany, Sydney NSW 2019
Australia
Email: online@framelight.com.au
Phone: 02 9099 2555