Shipping & Returns
We thrive on providing the best level of customer service possible, but it is critical for customers to note our service level agreement is to endeavor to process all orders within 24-48 business hours of ordering.
Express post orders are put in front of regular and free post orders, and each set of orders is processed in the order they are received.
In peak times it is more realistic to expect 48-72 business hours processing, plus delivery time which can be delayed during the same period due to high volumes of packages moving nationally and internationally through our service providers.
Orders that are apparel, homewares, accessories etc with print on them are not produced by us, they are sent direct from the manufacturer on our behalf. There are 6 fulfillment houses globally, and depending on the product ordered and the location to order is being shipped to, will depend of which fulfilment house is utilised. Orders are updated once dispatched and indicatively customers can expect a 2-3 week turn around time frame.
All products sent within Australia are delivered by Australia Post or Couriers Please. Customers can choose regular or express and can also select whether a signature is required or not.
Custom Tan will choose the most appropriate method for shipment depending on the order size and destination.
Orders are shipped with a signature required unless you select an authority to leave. Both courier and Australia Post will only leave it no signature at their discretion. There is NO INSURANCE on missing parcels and the purchaser assumes all responsibility for the parcel once it's leaves Custom Tan.
Custom Tan do provide tracking details on all purchases post fulfillment. If you have not received a tracking number, please check your junk/spam folders and ensure you white list our email address so you get all future notifications.
It is your responsibility to check your mailbox for delivery attempt notifications and to ensure that your item is delivered successfully. The freight company does not hold deliveries for more than a few days, before unsuccessful deliveries are returned to us.
If the delivery provider has made an error in delivery or has temporarily lost a parcel please respectfully note that we are required to follow the individual carrier's process for parcel recovery.
We consistently strive to ship orders as quickly as possible for all of our customers. So it's extremely disheartening for us when we do our best to get an order out the door and a freight provider lets us both down.
While we absolutely recognise it is frustrating for customers who have paid for items to be delivered, please know it is equally frustrating for us, as we too have paid for the product and paid the shipping provider for delivery.
As such, Custom Tan does not send replacement stock while we wait for the shipping provider to locate and attempt delivery again. Both Custom Tan and the receiver must follow the shipping providers term.
Unfortunately as goodwill gestures, we have reshipped in the past, but have learned the hard way that we don't often receive the second shipment back or payment for it. If you would like replacement stock sent - the order must be paid for prior to it leaving our warehouse.
Please note that Custom Tan will not pay for returned freight due to failure to deliver. This is because the freight company has already fulfilled their agreement to deliver, and re-delivery requires another service fee payable to them. As an authority to leave is offered if the item goes missing this relinquishes the delivery company and Custom Tan of any responsibility.
1. Australia Post
Parcel Post is Australia Post's regular road service for parcels weighing up to 20kg throughout Australia. Price varies with weight and distance.
2. Couriers Please
Couriers Please are used for parcels weighing up to 25kg through the main capital cities/surrounds and other areas throughout Australia. Price varies with weight and distance.
Custom Tan takes NO responsibility if delivery takes longer than the advertised time.
Our ordering system generates the delivery charges and estimates delivery times for shipments. Couriers do not deliver to post office boxes.
Is available throughout Australia, and currently offered on packages up to 10kg.
You will receive this option at checkout to select. Please note orders are sent via Australia Post Express Post service and we are at the liberty of their delivery schedule.
Australia Post defines Express Post as "next business day for the Express Post network OR fastest possible time for others". Please check this link for your suburb at https://auspost.com.au/parcels-mail/sending-in-australia/delivery-areas-within-australia#express-postcodes
Platinum Express Post
Platinum post is available for small orders up to 3kg. This means some self tan items or 2 bottles of solution. This will not work for machinery and larger orders etc. It may fit a spare gun, but it won't fit a hose. Platinum Express Post must fit packed within the dimensions of 405 x 310mm. All Platinum Express Post orders are prioritised above all other freight options, however usual processing times are still in place, and we are bound by the confines of delivery by our Platinum Express Post carrier. For more information on Platinum Express Post. Visit this link https://auspost.com.au/business/shipping/domestic-shipping/express-post/express-post-platinum#tab2
All international orders are delivered by Australia Post (regular) or DHL (express).
All relevant duties and import taxes are payable by the purchaser. For fees please check your local country import agent.
It is your responsibility to check your mailbox for delivery attempt notifications and to ensure that your item is delivered successfully.
The freight company do not hold deliveries for more than a few days, before unsuccessful deliveries are returned to us. Custom Tan will not pay for returned freight due to failure to deliver, this is because the freight company has already fulfilled their agreement to deliver, and redelivery requires another service fee payable to them. We do not refund you for returned goods. Once goods leave us we are unable to resell them.
International orders automatically come without insurance. If you would like to add insurance - this is a percentage of your order total. Please contact us for a quote prior to check out, and this can be applied to your order.
Custom Tan makes every effort to ensure we are always well stocked and ready to dispatch orders to ensure your shipment arrives quickly. The following table aims to show you how long you could typically expect to wait for your shipment to arrive once payment has been received. We do not ship on Australian public holidays.
(on top of processing time)
|NSW metro||1-2 working days|
|VIC metro||2 working days|
|QLD metro||2 working days|
|SA metro||2-5 working days|
|WA metro||2-5 working days|
|ACT metro||2-3 working days|
|TAS||5-10 working days|
(on top of processing time)
|NZ||2-3 working days|
|Rest of World||3-10 working days|
*These times are a guide for metro locations, and and in some cases delivery may take longer. Spray tanning machinery and equipment may take longer than the above indicated times.
Custom Tan uses high quality packaging materials ensuring your purchase arrive safely and well protected. If you would like to purchase insurance please contact us for a quote prior. Insurance is a percentage of your order total.
We take all care in packaging every order, but once orders leave our warehouse we are at the mercy of our freight carrying partners to take the same amount of care as we do.
In the instance of damaged goods receivers may accept goods or refuse goods.
If customers do take delivery of goods without realising freight is damaged, legally the freight transaction has been completed.
In order for us to make a claim for assessment via freight partners - we must follow their terms. In most cases this requires the receiver to return the items to their nearest partner freight provider and lodge a claim. Please contact us first to find out where your nearest freight partner is.
To allow us to investigate please take the entire package for assessment in it's arrival condition.
The freight partner will help complete a damage assessment form and will forward it for compensation assessment claim. While the claim is processed the parcel and contents will need to be kept at the facility for the duration of the investigation. Once all required information is received they will be in contact with Custom Tan regarding the outcome in approx 7-10 days.
Returns & Exchanges
Custom Tan carefully selects and packs orders for every customer. If your item is faulty within the first 7 days and you are located in Australia, we will replace it for you once we receive the item back as long as this is within the first 7 days. After this time your item will need to be sent back to our warehouse or the manufacturer's for repair.
If we send you the wrong item we apologise, and need to receive any incorrect item/s back, before dispatching the correct item.
Custom Tan does not cover the cost of return shipping. If the manufacturer decides they do not need your item back, then you will be required to pay for shipping for a replacement item to be sent at a flate rate of $25 for turbines and $18.95 for parts. If it is not reasonable for us to send a replacement we will decide instead if we refund or provide a credit for any incorrect item/s.
If you have purchased using AfterPay or ZipPay you are still required to make your payments to them otherwise they may charge you a late fee. These companies are separate businesses to Custom Tan and we are unable to change any payment plans you have agreed with them.
Please do not send back any items that you consider faulty until you have spoken to someone at Custom Tan. Most faults can be rectified if we have the opportunity to provide you with more information. If you have purchased our equipment from one of our distributors you will need to approach us first and then possibly them directly.
If you feel that your product is faulty, please phone us to discuss. If you feel your equipment is faulty, please be aware that we operate within the terms of manufacturer warranties, and will need to forward proof (or the item) to the manufacturer at their request for assessment. The purchase price of your item does not include us covering freight to or from the manufacturer. If the manufacturer decides they do not need your item back, then you will be required to pay for shipping for a replacement item to be sent at a flat rate of $25 for machines and $18.95 for parts.
Contacting us as quickly as possible with photographs/videos will speed the process up significantly, and the manufacturer will advise the most appropriate form of action. International purchasers need to ensure they have purchased equipment that will work in their local country. We are very clear on our information regarding power outlets and voltage and even offer suggestions for step up/ step down converters customers may choose to review. If you choose to purchase equipment from our website please be familiar with the product description including power and wattage. We do not offer warranty nor exchange on international orders.
Change of Mind
Custom Tan does not accept returns for change of mind on any orders. As per the Australian Competition and Consumer Commission consumer rights and obligations, this includes:
- simply changes their mind, decides they do not like the purchase or has no use for it
- discovers they can buy the goods or services more cheaply elsewhere
- has damaged the goods by using them in a way that was unreasonable.
We do our best to forecast inventory in line with orders. If you change your mind post payment, and prior to shipment the following re-stocking fees apply. Up to $200 - 20%, from $200 to $1,000 - 30%, from $1,000 to $5,000 - 40%, $5,000 to $10,000 - 55% If we ship and you then refuse your order an additional 10% will be added to these above fees.
Custom Tan will not accept any non equipment items back. If you have not tried our products before we suggest that you try the sample size bottles first. Health regulations restrict us from accepting returns on non equipment purchases.
Custom Tan makes every effort to ensure orders are shipped quickly and in accordance with the order supplied. If you believe you have received an incorrect order, please contact us on 61 2 8065 8710. A replacement order will be dispatched as soon as the incorrect order is received and a credit will be supplied for the shipping fee paid by the customer. We do not send a courier to collect the item, nor do we ship prior to receiving the incorrect order back.
Address for Returns
All items need to be sent back to Unit 30/8 Tilley Lane, Frenchs Forest NSW 2086.
We strongly recommend items are sent back using Registered Post. Custom Tan will not be held responsible for any items that are not received and signed for by us. Please note return times can vary, and in some cases we may not receive your returned item for up to 10 days. Custom Tan will advise whether any items shipped back from Custom Tan will incur freight charges.