Shipping & returns

Deliveries During COVID-19
We are working closely with our delivery partners to ensure parcels arrive to you the safest way possible. Click on the links for further information around additional measures Australia Post, Parcelpoint & StarTrack are doing to keep customers safe.
Delivery During Peak Sale Periods
Please be advised delivery times may vary due to high order volumes during major events (e.g. Christmas, Click Frenzy & Black Friday). Delays in dispatch can be up to 2 days. For accurate delivery information please refer to your dispatch email.
Within Australia
Kase Distribution charges a flat rate of $10.00 for standard delivery and $15.00 for express delivery within Australia. But if you register with us orders over $85 with standard delivery will be delivered for FREE. (However, from time-to-time Kase Distribution reserves the right to offer free delivery.)
Once dispatched from our warehouse, express orders can take from 1-3 business days and standard orders can take 3-5 business days depending on your location. To check delivery times for your area take a look at the Australia Post Network HERE.

All orders require a signature upon delivery. If you are not present at the nominated address to accept delivery, a calling card will be left in your letterbox indicating the post office from which you can collect your parcel (you will need to present photo ID and the tracking information to collect your parcel). Please note that should you choose to have your order delivered via 'Safe Drop' or waive the signature request, Kase Distribution will not be held liable should your parcel go missing and we will not be able to offer a refund or replacement for your order.

Please be aware the nomination of a business as your delivery address opens signature authority to any person at that business address. This is due to the nature of deliveries to business addresses whereby receptions or mail rooms often sign for and accept parcels in bulk and on behalf of persons located at that address. If your order is shipped to and signed for, on your behalf, at a business address, Kase Distribution will not accept responsibility for any parcel that is lost or damaged. We strongly suggest nominating a home address should you place a high value order with us. This will ensure only residents of the address will have signature authority.

We use Australia Post/Startrack for all our deliveries. Once your order has been dispatched, we will send you a shipping confirmation email with your tracking number. Please note the number will not be traceable for at least 4 hours.

For more information on delivery times and full terms and conditions of this service, see the Australia Post website.

If your order has not arrived within the allotted time or if there is a problem with your order, please email us at Online@KaseDistribution.com.au.

Order Tracking
Once your order has left our warehouse you will receive an email with your tracking number included, this will begin with either be UYY for Aus Post deliveries or UYMZ for Star Track deliveries. You able to track your order using your tracking number via https://auspost.com.au/mypost/track/#/search or https://startrack.com.au/#tat. When you receive your tracking number, please allow up to 4 hours for the number to become valid and trackable.
 
RETURNS POLICY
RETURNS BY POST - REFUND ONLY
Australia Post – You can easily print and pay for your online label from home HERE for a flat rate of $8.95 on Standard Shipping within Australia under 500g.
1. Package your product(s) into the original parcel packaging or suitable new packaging.
2. Attach your returns label onto the parcel, ensuring any original delivery labels are covered.
3. Post your parcel back to us by taking it to your post office, Australia post box or Australia post parcel locker. Please ensure to keep proof of postage and a tracking number.
Please allow up to two (2) weeks for your return to be processed and for your account to be credited.
ParcelPoint – a convenient return method at just $6.50 including parcel tracking. Select from hundreds of local stores such as pharmacies, newsagents, and convenience stores - open late and up to 7 days.
Please note that Parcel Point is a separate company to Kase Distribution and we are unable to assist with any Parcel Point inquiries.
1. Click HERE to follow the online process to book your return and print a shipping label. You can choose to return your parcel at a ParcelPoint store or any post office.
2. Package your product(s) into the original parcel packaging or suitable new packaging.
3. Attach your returns label onto the parcel, ensuring any original delivery labels are covered.
4. Post your parcel back to us by taking it to your ParcelPoint store or post box or office. Please ensure to keep proof of postage.
Please allow up to two (2) weeks for your return to be processed and for your account to be credited.
Kase Distribution
10/70 Flanders St,
Salisbury QLD 4107
Please ensure to obtain proof of postage with a trackable service.

OUR CHANGE OF MIND RETURNS POLICY
Should you change your mind or order the incorrect size, Kase Distribution is happy to provide a full refund or exchange on any of our products purchased. You are able to return, exchange or receive a credit note in any of our stores or if you have purchased online, you are able to send back your product to our online store for a full refund as long as you are able to provide:
• The tax invoice sent with your goods as proof of purchase;
• The item has not been opened or damage;
Please note that all purchases made with card including debit card, wanting a refund can only be refunded on to the original card of purchase.

In the event of having no receipt and/or opened packaging, we will happily provide an exchange or a credit note in store, provided the product(s) have not been damaged.
For change of mind returns, the cost of the return postage is to be incurred by the customer and will not be reimbursed by Kase Distribution.

FAULTY ITEMS
As a consumer there are certain guarantees that are made when goods are sold to you, one of which is that goods are of acceptable quality. A product is considered faulty or not of acceptable quality if it:
• Is not safe, lasting or without faults (considering what would reasonably be expected for the type of product and its cost);
• Does not do all the things you would reasonably expect it to or is not fit for purpose; or
• Does not match the description made by us, on packaging and labels, or via promotions or advertising.
If an item is not of acceptable quality, you may be entitled to a repair, replacement, or refund. For details on acceptable quality and faulty goods, please see here.
If you believe there is a fault with an item you have received, please let us know by emailing Online@KaseDistribution.com.au as soon as you become aware of the fault. If you have purchased online, we are able to provide a postage label to cover the cost of the return of your faulty product.
To receive a replacement or refund, you must be able to:
• Provide the original receipt (or a copy of) or some other form of proof of purchase of the faulty item (where multiple items were purchased in the transaction that includes the faulty item and a credit card/bank statement does not clearly itemise the faulty product, this will not provide sufficient proof of purchase); and
• Return the product to us (you are responsible for the cost of return postage unless this cost is significant).
Photographs alone will not be accepted as proof of fault. It is a requirement that the physical product be in our possession prior to the acceptance of your return request.