Shipping Policy

SS Signs delivers Australia-wide. All orders are produced and shipped from our facility at 31 Enterprise Street, Cleveland QLD 4163. This policy explains how production, dispatch and delivery work, and what happens if something goes wrong.

1. Production comes before shipping

Every order is made to order. Delivery time is made up of two separate parts:

Production time + courier transit time = total delivery time

Production: Standard turnaround is 48 hours (2 business days) from when your order is placed and your artwork is approved. Some products, such as illuminated signs, neon, 3D letters and large format items, have longer production times, which are shown on the product page.
Order cut-off: Orders placed after [2:00pm] Brisbane time (AEST), on weekends or on public holidays are processed from the next business day.
Artwork: The production clock does not start until we have print-ready artwork and any required proof has been approved. Delays in supplying or approving artwork will delay dispatch.

2. Delivery timeframes are estimates

Delivery dates shown at checkout or in emails are estimates provided by our couriers. They are not guaranteed.

Once your order leaves our facility, delivery is in the hands of the courier. We are not responsible for delays caused by couriers, weather, natural disasters, peak season volumes, industrial action, road closures or other events outside our control.

Have a deadline? If your signage is needed for a specific date (an event, site opening, inspection or auction), please contact us before ordering. We'll tell you honestly whether it's achievable. We strongly recommend allowing a buffer of several business days. SS Signs does not accept liability for costs or losses arising from a missed event or deadline, such as installation fees, hire costs, or project delays, except where required by law.

3. Shipping costs

Shipping is calculated at checkout based on the size, weight and destination of your order. Weights are rounded up to the next full kilogram in line with courier pricing.
Large, long or heavy items (such as ACM panels, large corflutes, banners, frames and A-frames) may attract oversize surcharges.
Deliveries to remote, regional or hard-to-access areas may incur additional fees. If the courier charges a surcharge not covered by the amount paid at checkout, we will contact you before dispatch to approve the difference or adjust your order.

4. Where we deliver

We deliver to street addresses within Australia only.
We cannot deliver to P.O. Boxes or parcel lockers, as most of our items exceed size limits.
We are unable to use third-party couriers or customer-arranged pickups by a courier.
Deliveries are made Monday to Friday, generally during business hours, and may arrive up to 6:00pm local time.

5. Your responsibilities

Correct address. Please check your delivery address carefully at checkout, including unit numbers, business names and site access details. We cannot be held responsible for orders delivered to an incorrect address supplied by the customer. If an order is returned to us because of an incorrect or incomplete address, re-delivery costs will be charged to you.

Address changes. Contact us as soon as possible if your address needs changing. We cannot guarantee changes once an order has been dispatched, and any courier redirection fees are payable by the customer.

Construction and work sites. If delivering to a site, please include a contact name and phone number and make sure someone can receive the delivery. Deliveries refused or unable to be completed due to site access may be returned to the depot or to us at your cost.

Authority to Leave. If you choose Authority to Leave (ATL) or provide delivery instructions to leave the parcel unattended, responsibility for the parcel passes to you once the courier records it as delivered. SS Signs is not responsible for parcels lost, stolen or damaged after an ATL delivery.

Missed deliveries. If nobody is available, the courier may leave a card or take the parcel to a local depot. It is your responsibility to collect it or arrange redelivery with the courier. Parcels not collected and returned to us will incur reshipping charges.

6. Tracking

Tracking details are emailed once your order is handed to the courier. We use carriers including CouriersPlease, TNT, StarTrack Road Express and StarTrack Premium. If you can't find your tracking information within 48 hours of dispatch, please contact our team.

7. Damaged items

Please inspect your order as soon as it arrives and before installation.

If anything is damaged in transit:

Take clear photos of the damaged item, the packaging and the shipping label.
Keep all packaging until the matter is resolved.
Contact us within 2 business days of delivery with your order number and photos.
Prompt reporting allows us to lodge a claim with the courier, which has strict time limits. Once a claim is confirmed, we will repair or replace the item at no cost to you. Items that have been installed, modified or used will be assessed case by case. Late reports will still be considered, but may take longer to resolve.

8. Lost parcels

If tracking shows no movement for an extended period, contact us and we will open an investigation with the courier. Couriers typically require up to 10 business days to complete an investigation. Once a parcel is confirmed lost, we will remake and reship your order at no cost.

If tracking shows your order as delivered but you can't find it, please check with neighbours, reception or site staff first, then contact us within 2 business days so we can investigate with the courier.

9. Refused or unclaimed deliveries

Custom signage is made to order and cannot be resold. If a delivery is refused or left unclaimed, no refund will be given for the product. You may arrange redelivery at your cost.

10. Events outside our control

We are not liable for delays or failure to deliver caused by events beyond our reasonable control, including natural disasters, extreme weather, pandemics, courier network disruptions, supply shortages or government restrictions. We will keep you informed and do our best to minimise any delay.

11. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights. For faulty or incorrect products, see our Returns & Exchanges Policy.

12. Contact us

Phone: 0417 791 703 (Monday to Friday, 8:00am to 4:00pm AEST)
Office: 07 3821 7326, 31 Enterprise Street, Cleveland QLD 4163
Online: Contact us