Overview:
We make all efforts to have orders placed before 10am Brisbane time dispatched same day. On especially heavy volume days, or after a public holiday, there can be limits to how many orders can be processed within these timeframes, but at of writing our 2023 stats show that 98% of orders are dispatched within 1 business day.
Who is Shippit?
Being an online shop (an eCommerce platform), we need a way for customers to get accurate freight pricing and to pay for shipping costs during the checkout process.
We use Shippit, who provide software for hundreds of retailers across Australia, giving access to Australian carrier networks. For a courier company to be an option with our store, they must be registered with Shippit.
What courier service will my packages be delivered with, and do I have a choice?
Unfortunately, we cannot customize the shipping setup to suit each customer. Shippit’s software allows us to set rules for processing customer orders.
Rule #1: Clearpox Epoxy Resin kits up to and including the 3L kit will select Australia Post as the carrier. Also orders of pigments, accessories such as mixing cups or stirrers will default to Australia Post.
Rule #2: Clearpox Epoxy Resin kits of 6L, 12L and 15L will select between Couriers Please, Aramex and TNT. There is a rule in the Shippit software which reads “Allocate orders based on which carrier is a) Fastest b) Cheapest“. Our research shows that the majority of customers prefer us to prioritise the cost of freight over speed of delivery.
The courier service was average!
While we would estimate that 95% of deliveries run smoothly, there are exceptions. The most common ones are:
#1. The courier left a calling card, but never called! This is a common complaint we have heard, and even experienced ourselves. Since Covid this seems to be a more regular practice. We feed this information back to our courier representatives. Another variation to this is when a courier leaves the package at a drop point, like a local shop or post office. Again, we have had customers report that they were home so should have received the delivery to their door.
#2. It takes too long! All of our packages are dispatched from our warehouse in Brisbane. As strange as it sounds, packages can arrive in Sydney and Melbourne metro areas, faster than packages sent from Brisbane to Lismore, or Brisbane to Kingaroy. Although that is outside of our control, it is for this reason we make all efforts to get our orders dispatched within 1 to 2 business days.
While we would love to use localised courier services, especially outside of the main population centres, this isn’t possible. For online stores such as Clearpox, with an automated checkout process, a courier company must make their services accessible to retailers via software compatible with eCommerce stores.
We understand that the customer’s experience will take in to account the online shopping process right through to receipt of goods. We hope this page will help give an insight to the delivery process.