Shipping policy

All frames and modular layout inserts are made to order.

Due to the custom-built nature of our products, production requires time to ensure precision, quality, and proper assembly.

Current production lead time is up to 10 business days prior to dispatch.

Black core and custom colour matboards may require approximately 5 additional business days due to specialty ordering.

Production time refers only to the manufacturing process and does not include courier delivery time.

Certain products offer an optional Priority Build upgrade.

This service prioritises your order within our production queue and reduces the production timeframe to approximately 3–5 business days prior to dispatch.

The Priority Build upgrade fee is 15% of the product price and applies only to the production stage of the order.

Courier shipping time remains separate from production time.

If the Priority Build production timeframe is not met, the Priority Build fee will be fully refunded.

This refund applies only to the Priority Build upgrade fee, not the product itself.

Priority Build may not be available for certain specialty material configurations, including black core and custom colour matboards. Where applicable, these restrictions are displayed on the product page.

The Priority Build upgrade must be selected individually for each item before the product is added to cart.

If an order contains multiple items and only some items include the Priority Build upgrade, those items may be produced and dispatched separately according to their respective production timelines.

Items without Priority Build will follow the standard production timeframe.

Customers selecting Priority Build on only part of an order may therefore receive separate shipments.

Due to the size and protective packaging requirements of our display frames, each frame is packaged individually in its own protective shipping box.

For this reason:

• Combined shipping is not available
• Each frame is packaged separately
• Shipping costs are calculated per item

Shipping is calculated per item due to packaging size and protection requirements.

If multiple frames are ordered, the calculated shipping cost for each item will apply.

While frames may occasionally travel within the same courier shipment, they are packed and processed individually, and shipping costs reflect the packaging and handling required for each item.

At checkout, customers may be offered available shipping options depending on destination, including:

• Standard Shipping
• Express Shipping

Shipping costs are displayed at checkout based on the selected product, destination, and any applicable oversize shipping requirements.

Once an order has been dispatched, customers will receive tracking information via email.

Delivery timeframes depend on the shipping provider and destination.

Delivery estimates provided by couriers are guidelines only.

The Card Collective is not responsible for delays caused by:

• courier carriers
• customs processing
• weather or logistical disruptions
• incorrect delivery details provided at checkout

Risk transfers to the customer once the parcel has been handed to the shipping carrier.

We ship internationally to many destinations.

Customers are responsible for any customs duties, import taxes, or local fees required by their country.

These charges are determined by local authorities and are not controlled by The Card Collective.

If your order arrives damaged during shipping, you must notify us within 48 hours of the recorded delivery time so the issue can be documented with the shipping carrier.

If the parcel appears visibly damaged on arrival, we recommend photographing the package before opening.

Please contact us at:

support@thecardcollective.au

Include clear photographs of:

• the external shipping box
• the internal packaging materials
• the product itself
• any visible damage

Photographs are required so the issue can be properly assessed and documented for courier claims.

The original packaging must be retained until the claim has been reviewed and resolved.

Shipping damage claims reported after 48 hours of the recorded delivery time may not be eligible for courier damage claims.

Once the claim has been reviewed, we will determine the appropriate resolution, which may include a replacement or refund in accordance with our Refund & Returns Policy.

If you have questions regarding shipping or delivery, please contact:

contact@thecardcollective.au