Polymer Clay, Jewellery and Beading Supplies

Shipping & Returns

Shipping Turnaround Time:
Orders will normally be shipped within 2-3 business days in the order that they are received if all items are currently in stock. If an item is out of stock or unavailable, you will be contacted to advise how long it is likely to be.  Please note that if you select Express Post it refers to the postal method rather than the speed of processing by us - orders are processed in the order they are received.   If you need an order very urgently please put a note in the comments box at the time of ordering to let us know and we can try to get your order off to you asap.  We do our best to get orders off as quickly as possible but peak times of the year such as Easter, Mothers Day & October-December (Christmas period) extra time is required due to high volume of orders.  Picking orders is a quite time consuming process as many items have to be weighed, counted and packaged so we do appreciate your patience with us having a processing time.

Options within Australia:
We are not a shopfront which is open to the public - all orders are shipped by Australia Post but we do now have Store Pickup available for local customers.  Calculations are based on the gross weight of individual parcels are automatically calculated by the shopping cart on check-out.  Our shipping costs are as low as possible & are based on Australia Post rates:

• Parcel Post - No insurance or Signature on Delivery*  - (2nd business day to Sydney, Adelaide or Canberra, approx 3-4 to Brisbane, approx 5 days to Perth or remote areas)  This method is only available for orders valued at under $100 as there is no insurance against loss during or after delivery to you.  If you select this method you need to be accept the risk should your package be lost or stolen as there can be no reimbursement.
  
  Rates:
  Under 50gm (letter size) - $4.95
  50gm - 500gm - $7.80
  500gm - 3kg - $11.95
  3kg - 5kg -$14.95
  
  (Note:  These reflect the latest Australia rates)   Extra heavy or bulky orders may be more or less than calculated & customers will be advise of any difference in cost before the item is shipped.

• Parcel Post  (Signature on delivery & insurance) - (Formerly known as Registered Post) (safest option) but takes the same time as Parcel Post.  Cost is Parcel Post rate plus $2.95 for Signature on Delivery.  Insurance is fully covered by us & if package is lost we will replace your order in full if deemed lost by Australia Post.  This method now replaces the old Registered Post method since Aust Post changed methods on 8/4/13.
  
  
• Express Post - (No Cover) - Not insured but trackable*
  Next business day to main centres within Express Post network - 2 business days to WA, longer to remote areas. This method is fast & reliable but not insured, however please allow for our processing time of 24-48 hours on top of shipping time. If you select this method you need to accept the risk should your package be lost or stolen as there can be no reimbursement.
  
  Rates: 
  Under 500gm - $9.95
  500gm-3kg - $13.95
  3kg - 5kg - $23.60
  
  Note:  Inflammable goods such as resin or aerosol cans cannot be send outside Victoria by Express Post due to airline regulations - these items have a note on them when you make your purchase which indicates No Express Post.   They will need to go by ground (Parcel Post).
   
• Express Post (Signature on Delivery & Insurance) - (Formerly Platinum Express) - This option is Express Post with guaranteed next day delivery once shipped (please also allow for our processing time) to postcodes listed on the Australia Post Express Network  This is the same speed as Express Post but is also insured as well as trackable with signature on delivery.  Orders placed with this method selected are given priority and will be shipped within 24 hours.
  
  Rates:
  > 500gm - $12.90
  500gm - 3kg - $15.95 for 500gm-3kg.
  3-5kg - $26.55
  Over 5kg will be multples of the 5kg rate.

 
Special Notes:

• If your order is very bulky or heavy it may not be viable to send this method as it is the above rates only in the satchels but in a box or large package rates become much more expensive.  Please check with us if you need us to tell you costs on bulk items.
•  Inflammable goods cannot be send outside Victoria by Express Post due to airline regulations - these items have a note on them when you make your purchase which indicates No Express Post.   They will need to go either Registered or Economy Post.

Store Pickup: 
As a service to our local customers we allow orders to be picked up at our front reception at a prescheduled time with at least 24 hours notice.  Please understand that we are a warehouse not a retail store and as such we must impose limitations on pick up visits. Orders for pick-up will be boxed and sealed prior to your arrival. We cannot change contents or add items while you wait. Visitors may not enter the warehouse section of the building. Visitors may not request employees to retrieve merchandise from the warehouse for review. Orders for pick-up must meet all normal sales terms and conditions.  To arrange store pickup please email or call us before you place your order and we will give you instructions on how to put through the order without shipping being added.

Insurance:
We recommend you select Parcel Post (Signature on Delivery & Insured) or Express Post (Signature on Delivery & Insured) if you wish to cover your package for loss or damage in transit.  Signature on Delivery requires someone to sign for the item on arrival, or if this is not possible to collect the item from your nearest Post Office - the contractor normally leaves a card if you aren't home.   It is highly recommended that orders over $50 be sent by one of these two methods foryour own protection as they are both safe and reliable.  

Disclaimer:
We take no responsibility for loss of your order in the postal system unless you have it insured!

Over the Rainbow accepts no liability for parcels lost or damaged in transit unless you have requested and paid for Parcel Post or Express Post with Signature on Delivery & Insurance.  These two methods are our preferred and recommended methods of shipping, however do we offer the Parcel Post (no cover) option to customers at checkout for orders under $100 but when selected is at your own risk if lost or damaged.

Packages sent by regular Parcel Post (no cover) cannot be claimed for through Australia Post.  It is your responsibility for requesting and purchasing additional insurance, where possible. Should an insured parcel be lost, we will process such a claim for you.

International Orders:

• Australia Post Air Mail is the shipping method that we use for international orders.  It is the most economical but does not include insurance or tracking (Delivery time takes on average 7 to 21 business days depending on destination & destination country processing time)
   
• Additional Options include: 

1. Registered Post (signature required at delivery but no insurance available).  Takes the same time as regular Air Mail but is more secure and usually costs about $6 more than regular Air Mail.
2. Express Post International (fast, basic tracking and signature on delivery with insurance cover also available) 
3. Express Courier International (ECI) - (fastest, full tracking & signature on delivery with insurance also available).  Most expensive service available - prices available on request

• Just ask us for details when or before you place your order for any of the above, or check the Australia Post website calculator for details.

• Insurance is not available for all countries, but for countries where is it available rates are based on the value of the package:  ie:  AUD$1-$100 - $8.45, $1-200 - $10.70, $2-300 - $12.95.  Insurance can be added to regular Air Mail packages (most but not all countries), for ECI (Express Courier International Packages) or for International Express Parcels.
   
• Postage can sometimes vary from the amount charged at checkout - if this occurs we will contact you to let you know any additional costs.
   
• We take no responsibility for loss of your order in the postal system unless you have it insured.

When will my order ship?
Orders will normally be shipped within 24-48 business hours in the order that they are received if all items are currently in stock. If an item is out of stock or unavailable, you will be contacted to advise how long it is likely to be.  Please note that if you select Express Post it refers to the postal method rather than the speed of processing by us - orders are processed in the order they are received.   If you need an order very urgently please put a note in the comments box at the time of ordering to let us know and we can try to get your order off to you asap.

Returns, Exchanges & Lost Packages Policy:

All returns will be considered on a case-by-case basis. To return products for credit, exchange or refund please phone or email us within 7 days of receiving your goods at heather@polymerclay.com.au or phone (03) 9785 3800.

• For exchange or refund items, you are required to include your name, telephone number, fax number, delivery address and reason for return.  Items should be in as new condition in original packaging.  Please ensure returned goods are securely wrapped in a padded bag to avoid damage and please do not use ordinary paper envelopes to send them back as they become torn in the postal machinery so that contents are damaged or lost.  The customer is required to pay for postage costs to return unsuitable items to us, however items wrongly supplied or faulty can be returned at our cost.
• If goods you have received are found to be damaged or faulty, and we agree to an exchange or refund we will give you our Reply Paid address which means no postage cost is incurred by the customer.  We do  however require you to make sure the items are packaged securely in a padded bag or box and sent back in as new condition.
• Orders sent via Economy Post or Express post are not insured and will not be replaced if lost unless Australia Post tracking shows that the package has not been delivered. Registered Post, & Express Post packages can be traced and recovered if possible. Lost items will be replaced only once the Shipping agent has finalized the search and only if Australia post does an investigation with the result being that the package has not been delivered and has been lost in transit. Please contact us on 03 9785 3800 if you have not received your parcel. Please quote your order number.
• Returns will not be accepted for any reason after 14 working days from receipt of order.
• We reserve the right to charge a $3.00 processing fee for refunds where customers have had a change of heart after placing an order - this is just to cover our bank fees.
• Discounted sale items, special offers, cut lengths of cord or chain, and items sold by weight will not be exchanged or refunded. We are happy to exchange all other goods if they are returned in their original packaging within 14 days of receipt.  Over the Rainbow will not cover the shipping charges incurred by your return. You will be liable to pay the cost of returning the goods and also the cost of having the new goods shipped to you

ERRORS:
When you received your order please check it carefully and let us know if you find any errors. We do check each order carefully, however occasionally mistakes do occur despite our best intentions. We will always happily rectify errors immediately once advised.

Please note that product colours may differ occasionally from the image shown on the screen due to inaccuracies in reproducing photographs electronically.  We endeavour to make the images as accurate as possible but depending on your system & monitor they may sometimes appear a little different in real life.