Shipping
Shipping costs can be calculated directly through our website before placing an order.
Simply add the products you require to your shopping cart, view your cart or proceed to checkout, enter your delivery address and the available shipping options and charges will be displayed.
Shipping services and prices available may vary depending on the destination, weight, size, contents and shipping requirements of the order.
Packaging
To minimise unnecessary packaging and help keep shipping costs as low as possible, we may occasionally remove products from their original outer packaging and repack them more efficiently with other items in your order.
Where this occurs, the original packaging supplied with the product will still be included with your order wherever practicable.
Prices, GST & International Orders
All prices displayed on our website are in Australian dollars (AUD) and include 10% Australian GST where applicable.
For orders being delivered outside Australia, GST will normally be removed once the destination country and delivery address have been entered during checkout.
International customers are responsible for any import duties, taxes, customs charges, brokerage fees or other government charges that may apply when goods enter their country.
These charges are imposed by the destination country and are not collected or retained by us. We recommend checking with your local customs or government authority before ordering if you require further information about possible import charges.
We are unable to discount or refund an order because import duties, taxes or other government charges have subsequently been applied.
Shipping to Your Country
If your country is not available as a shipping destination during checkout, we are currently unable to ship orders to that country through our website.
Shipping availability may also vary depending on the products being ordered, transport restrictions, dangerous-goods requirements and available international freight services.
International Express Courier
Our International Express Courier service may be fulfilled using FedEx or another suitable international express carrier.
The carrier used is selected by Vincent River Pty Ltd based on factors including destination, service availability, expected transit time, freight requirements, dangerous-goods requirements, reliability and cost.
Selection of International Express Courier does not guarantee the use of any particular carrier.
Where a carrier transfers a shipment to another authorised carrier, postal operator or local delivery network within the destination country, the final delivery service may be performed by that organisation.
Delivery times shown on our website are estimates stated in business days and may be affected by customs clearance, airline schedules, local delivery networks, public holidays, weather, regulatory requirements and other circumstances outside our control.
Shipping Addresses – P.O. Boxes and Collection Locations
For orders being delivered outside Australia, we generally require a fixed physical delivery address.
We may be unable to ship international orders to P.O. Boxes, parcel lockers, Click & Collect locations or other addresses that cannot be adequately located or verified by the carrier.
If we experience a problem with the delivery address after an order has been placed, we will contact you to resolve the issue or request an alternative delivery address.
Problems With Shipping
Different countries have different import, transport and dangerous-goods regulations. Airfreight routes and carrier services may also change from time to time.
As a result, there may occasionally be circumstances where we are unable to ship an order using the service originally anticipated.
If this occurs, we will contact you to discuss the available alternatives, any difference in shipping cost and, where appropriate, the option of cancelling the affected order for a refund.
Order Processing & Despatch
Once payment has cleared, we generally aim to pick, pack and despatch orders within 24 hours on business days.
Orders received outside our normal business hours, on weekends or public holidays, or too late in the day to be processed by the applicable carrier will normally be processed on the following business day.
Once your order has been completed and despatched from our warehouse, an email will be sent to you with a copy of your tax invoice. This email will also include the available tracking information for the relevant shipping service used for your order.
These processing and despatch times are guides only and are not guaranteed.
Australian Delivery Times
All delivery times below are approximate and are stated in business days.
As a general guide:
- Melbourne, Sydney and Adelaide metropolitan areas: 1–3+ business days
- Tasmania, Brisbane, South-East Queensland and regional Victoria, New South Wales and South Australia: 2–4+ business days
- Perth: 3–5+ business days
- Far North Queensland, Northern Territory and other remote areas: 5–10+ business days
Delivery times are estimates only, are stated in business days and are not guaranteed.
International Delivery Times
All delivery times below are approximate and are stated in business days.
| Destination | Standard Post | International Express |
|---|---|---|
| United Kingdom, United States, Canada, New Zealand and European Union | 10–15+ business days | 5–10+ business days |
| Japan, China, Taiwan, Singapore and Thailand | 8–15+ business days | 5–15+ business days |
| Rest of World | 10–25+ business days | 6–15+ business days |
These delivery times are guides only, are stated in business days and are not guaranteed.
International shipments may be delayed by customs processing, security screening, airline capacity, local carriers, public holidays or other circumstances outside our control.
Refunds & Returns
We accept returns for goods that are faulty, damaged or incorrectly supplied in accordance with applicable consumer law.
Please contact us as soon as reasonably possible if you believe there is a problem with a product or if an incorrect item has been supplied.
For change-of-mind returns, we may, at our discretion, accept a return where:
- the goods are returned within 30 days of receipt;
- the goods are unused and in re-sellable condition; and
- the customer pays the cost of returning the goods.
Original shipping charges are generally non-refundable for change-of-mind returns.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under applicable consumer law.
Guarantee / Warranty Policy
STRETCH products are covered against qualifying manufacturing and material defects for the periods stated below.
- Rakboot®: 2 years or 40,000 km
- STRETCH CV Boots: 3 years or 60,000 km
The applicable warranty period is whichever limit is reached first.
This warranty applies to the original purchaser and covers qualifying manufacturing and material defects arising during normal use.
No guarantee is made that a particular STRETCH product will fit every vehicle or application. Customers and installers are responsible for confirming that the selected product is suitable for the intended application and falls within our recommended fitting guidelines.
Warranty coverage does not apply to failures resulting from circumstances including:
- mechanical damage;
- punctures or external damage;
- incorrect installation or fitment;
- contact or abrasion damage;
- applications outside our recommended fitting guidelines;
- applications where the Original Equipment (OE) boot being replaced falls outside our recommended fitting range;
- performance, modified or race vehicles;
- vehicles used off-road;
- accidental damage, misuse or abuse; or
- other damage not attributable to a manufacturing or material defect.
Normal wear and tear that does not result from a manufacturing or material defect is not considered a warranty failure.
Clear photographs of the failed product must be available to support a warranty claim. Claimed products must also be retained and may be required to be returned to PTW® for inspection or assessment.
Where a valid warranty claim is accepted, we will provide a replacement boot or product as appropriate.
Shipping, labour and other associated costs are not covered by this standard product warranty unless specifically stated elsewhere in this policy or required by applicable law.
Nothing in this warranty is intended to exclude or limit any rights or remedies available under applicable consumer law.
Professional Fitters Warranty – Australia & New Zealand Only
In addition to the product warranty above, where a STRETCH boot is professionally installed in Australia or New Zealand and is subsequently determined by PTW® to have experienced a qualifying warranty failure, we may replace the boot and pay the nominated workshop directly for the reasonable cost of labour required to refit the replacement STRETCH boot.
To make a claim under the Professional Fitters Warranty:
- the fitting must have taken place in Australia or New Zealand;
- the original workshop invoice for installation must be retained;
- proof of purchase for the STRETCH product must be available;
- the failed boot must be retained and, if requested, returned to PTW® for assessment;
- clear photographs and any information requested by PTW® must be supplied;
- the warranty claim must be submitted and authorised by PTW® before replacement work is commenced; and
- any required PTW® warranty claim documentation must be completed and returned.
Labour claims will not be recognised where replacement work is undertaken before the warranty claim has been authorised by PTW®.
Please Contact Us through our website or call us if you need assistance with a warranty claim.
International Warranty
For purchases made outside Australia or New Zealand, please check with your local STRETCH importer or distributor regarding the warranty arrangements available in your country.
If there is no importer or distributor in your country, please Contact Us for assistance.