Shipping policy

Overview

RimLabs ships orders worldwide. All products are dispatched from our overseas production and fulfilment partner. Estimated total delivery time is 12–30 business days from order placement, comprising 2–5 business days of processing and dispatch, plus 10–25 business days of transit depending on the destination. During force majeure events affecting our supply chain — including seasonal production shutdowns, natural disasters, war, closed trade routes, port congestion, customs disruption, or other circumstances beyond our reasonable control — total delivery time may extend to 6–8 weeks from order placement. All times are estimates only and are not guaranteed.

This policy operates alongside our Refund and Return Policy and our Terms of Service, and does not exclude, restrict, or modify your non-excludable rights under the Australian Consumer Law (ACL) or any equivalent statutory consumer protection law that applies to you in your country of residence.

Processing & Dispatch

Orders are processed in the order they are received. We typically dispatch within 2–5 business days of receipt of payment. Larger production runs, weekend orders, public holidays, and seasonal sale periods may extend processing by a further 1–3 business days. You will receive an order confirmation email at checkout, followed by a dispatch notification with tracking information once the parcel is collected by the carrier.

Some products are made to order or sourced from limited production runs and may carry an extended processing time of up to 14 business days; where this applies, it is noted on the product page at checkout.

Transit Times & Tracking

Transit estimates. After dispatch, typical transit is 10–25 business days to most international destinations. Remote regions, island territories, and inland areas distant from major shipping hubs may take longer. The destination country's customs clearance can add 1–10 additional business days.

Tracking. A tracking number is issued by email once your order is dispatched. Tracking updates may have a 3–7 day delay between dispatch and the first carrier scan; this is a normal characteristic of international logistics and is not an indication that the parcel is lost. Tracking visibility may also temporarily lapse when the parcel transfers between carriers — for example, from the origin carrier to the destination-country postal service.

Shipping Costs

Shipping costs are calculated at checkout based on the destination, weight, and dimensions of your order. Where free shipping promotions apply, the qualifying threshold and conditions are stated at checkout. We do not offer free returns or pre-paid return labels.

Customs, Duties & Taxes

International orders may incur import duties, GST, VAT, customs clearance fees, and other charges imposed by the destination country. These charges are the sole responsibility of the buyer and are not included in the product price or shipping fee.

We do not under-declare values, mark parcels as gifts, or alter shipping documentation in any way at customer request. If a parcel is held by customs and not collected, or if duties are not paid, the parcel may be returned to sender or destroyed by the carrier; in either case the terms of our Refund and Return Policy apply.

Address Accuracy

You are responsible for providing a complete, accurate, and deliverable shipping address at checkout, including correct apartment numbers, building names, postal codes, and recipient phone numbers where required. We dispatch to the address entered at checkout exactly as written.

Once an order has been dispatched, address changes are at the carrier's discretion and may not be possible. We are not liable for non-delivery, delays, or additional charges resulting from address errors made by you. If a parcel is returned to sender due to an incorrect or incomplete address, the terms of our Refund and Return Policy apply.

Risk Transfer & Delivery Issues

Risk transfer. Risk in the goods passes to you upon carrier-confirmed delivery to the address you nominated at checkout, or upon collection by you or your agent. Once the carrier marks the parcel as delivered, our responsibility for the parcel ends. We are not liable for theft, removal, loss, or any other event occurring after delivery confirmation, regardless of whether the parcel was received by the intended recipient.

If your parcel arrives damaged, notify us within 48 hours of delivery with photo and video evidence as set out in our Refund and Return Policy.

If carrier tracking marks your parcel as "Delivered" but you did not receive it, check with neighbours, household members, building managers, and your local carrier depot, then contact the carrier directly within 48 hours of the "Delivered" scan to open a missing-mail investigation. We will assist with carrier escalation but cannot guarantee replacement or refund in these circumstances.

If your parcel has not arrived after the full transit window has passed, see the Lost Parcels section of our Refund and Return Policy for the investigation and claim process.

Split Shipments

Multi-item orders may ship in separate parcels with separate tracking numbers, particularly where items are sourced from different production batches or fulfilment locations. Where split shipment applies, each parcel carries its own tracking and may arrive on different days. You will not be charged additional shipping for split shipments unless agreed in advance.

Restricted Addresses & Destinations

We reserve the right to refuse or hold shipment to certain addresses and destinations, including but not limited to P.O. boxes, parcel lockers, and freight forwarders. Shipments to freight forwarders are dispatched at the buyer's own risk; once carrier tracking confirms delivery to the forwarder's address, our responsibility for the parcel ends.

We do not ship to addresses in countries or regions subject to sanctions, embargoes, or export restrictions that prevent lawful trade with that destination. Where an order is placed to a restricted destination, the order will be cancelled and refunded in full.

Delays Beyond Our Control

We are not liable for delivery delays caused by events beyond our reasonable control. These include carrier failures, postal disruption, customs clearance delays, port congestion, container shortages, closed trade routes or shipping lane disruption, public holidays, severe weather, natural disasters, pandemics, strikes, civil unrest, war, terrorism, government action, sanctions or trade restrictions, and seasonal production halts in our country of origin — including the annual Chinese New Year manufacturing shutdown (typically late January through mid-February), which may extend lead times by 2–4 weeks.

During such events, total delivery time may extend to 6–8 weeks from order placement. We will use reasonable efforts to communicate expected delays where they are known to us. Delays of this nature are not grounds for refund except where statutory law in your country of residence requires otherwise.

Your Statutory Rights

Nothing in this policy limits or excludes your non-excludable rights under the Australian Consumer Law or any equivalent statutory consumer protection law that applies to you in your country of residence. Where local law provides additional or greater protection than this policy, that law applies.

Contact

All shipping enquiries and post-dispatch correspondence: support@wheelworkcustoms.com

Please include your order number in the subject line for faster handling. We aim to respond to all enquiries within 3–5 business days.