Shipping policy

Tensive Effects – Shipping Policy

Last Updated: May 13, 2025

Thank you for shopping with Tensive Effects! This Shipping Policy outlines how we handle the dispatch and delivery of your orders. By placing an order with us, you agree to the terms of this Shipping Policy.

1. Order Processing

Processing Time:

We aim to process and prepare all orders for shipment within 1 to 3 business days after payment confirmation.

Operating Days:

Orders are processed and shipped Monday through Friday, excluding public holidays in Western Australia. Orders placed on weekends or public holidays will be processed on the next business day.

2. Shipping Destinations

Tensive Effects ships to the countries available as options in our website's checkout function. If your country is not listed as an option during checkout, we are unfortunately unable to ship to your location at this time.

3. Shipping Methods & Carriers

Domestic Shipping (Australia):

  • We use Australia Post for shipments within Australia.
  • Customers can typically choose between Standard Parcel Post or Express Post at checkout.
  • All domestic shipments will be insured and will require a signature upon delivery.

International Shipping:

  • We use a selection of reputable international carriers.
  • The available carriers and service levels (e.g., Standard International, Express International) for your destination will be displayed as options during the checkout process.
  • All international shipments will be insured and will require a signature upon delivery, where available by the carrier and service selected.

4. Shipping Costs

Shipping costs are calculated automatically at checkout based on the destination of your order and the total weight/size of the items. The shipping cost will be displayed for your review before you complete your purchase. Tensive Effects does not offer free shipping at this time, unless explicitly stated as part of a specific promotion.

5. Estimated Delivery Times

Estimated delivery times will be provided by the shipping carrier at checkout once you have entered your delivery address and selected a shipping method. Please note that all delivery times are estimates only and are provided by the respective shipping carriers. Tensive Effects cannot guarantee delivery dates. Delays can occur due to various factors beyond our control, such as customs processing for international orders, carrier delays, or logistical challenges.

6. Shipment Tracking

Where possible, a tracking number will be provided for your order once it has been shipped. You will receive your tracking number and a link to track your parcel via the shipment confirmation email sent to the email address you provided at checkout.

7. Shipping Address Accuracy

It is your responsibility to provide a complete and accurate shipping address at the time of purchase. Tensive Effects is not responsible for orders shipped to incorrect or incomplete addresses provided by the customer. If a package is returned to us due to an incorrect or incomplete address, or if redirection is required, you will be responsible for any additional shipping charges incurred. We will contact you to arrange payment for reshipment or to discuss other options.

8. PO Boxes & Military Addresses

Tensive Effects does not ship to PO Boxes, whether domestic (Australia) or international. Tensive Effects does not ship to APO/FPO/DPO (Army Post Office/Fleet Post Office/Diplomatic Post Office) addresses. Please provide a valid street address for delivery.

9. Customs, Duties, and Taxes (for International Orders)

Customers with shipping addresses outside of Australia are solely responsible for all import duties, sales taxes (such as VAT or GST in your country), customs clearance fees, brokerage fees, and any other taxes or charges levied by your country's customs authorities or other governmental bodies upon arrival of the goods in your country. These charges are not included in the product price or the shipping cost paid to Tensive Effects. Tensive Effects has no control over these charges and cannot predict what they may be. We recommend you contact your local customs office or tax authority for more information on potential charges before placing your order.

If you refuse to pay these charges and the shipment is consequently returned to Tensive Effects, any refund issued will be for the product cost only, less the original shipping cost paid to Tensive Effects, any return shipping costs incurred by Tensive Effects, and any other fees or duties charged to Tensive Effects by the carrier or customs authorities for the return. The product must be received back by us in its original, undamaged, and saleable condition for any such refund to be considered. If the product is abandoned or disposed of by customs due to non-payment of these fees, no refund will be issued.

10. Lost or Damaged Shipments

Lost in Transit:

  • If your order does not arrive within a reasonable timeframe beyond the carrier's estimated delivery date, please contact us at support@tensiveeffects.com with your order number.
  • We will initiate an investigation with the shipping carrier to locate your parcel.
  • An item will be considered officially "lost" only after the carrier has concluded its investigation and declared the parcel as undelivered and lost.
  • If the carrier declares your insured shipment as lost and undelivered, Tensive Effects will issue a full refund for your order.

Damaged in Transit:

  • Upon receiving your order, please inspect the packaging and contents carefully.
  • If your order arrives damaged, please contact us at support@tensiveeffects.com within five (5) days of delivery.
  • You must provide your order number and clear photographic evidence of both the damaged product(s) and the damaged packaging (including the shipping label).
  • Tensive Effects will use this information to lodge a claim with the shipping carrier.
  • If the carrier accepts the claim for damage during transit for an insured shipment, we will arrange for a replacement of the damaged product(s) to be sent to you.
  • Please retain all original packaging and damaged items until the claim is resolved, as the carrier may require them for inspection.

11. Undeliverable or Refused Packages

If a package is returned to Tensive Effects because it was undeliverable (e.g., incorrect address provided, recipient not available for multiple delivery attempts by the carrier) or if you refuse the delivery for reasons other than shipping damage confirmed by us or a mistake on our part:

  • The original shipping charges paid by you are non-refundable.
  • You will be responsible for any return shipping costs charged to Tensive Effects by the carrier.
  • If you request a refund, the refund will be for the product cost less the original shipping charges and any return shipping costs incurred by Tensive Effects.
  • A restocking fee may also apply.

Alternatively, you may opt to have the order reshipped, in which case you will be responsible for paying the new shipping charges and any return fees incurred from the initial failed delivery.

12. Order Consolidation & Backorders

If you order multiple items, we will generally ship them together in one package once all items are available. If an item in your order is on backorder (as outlined in our Terms and Conditions), your entire order will be held until all items are available for shipment. We do not typically split shipments unless by special arrangement.

13. Holiday Periods & Peak Seasons

Please be aware that during peak shopping seasons (e.g., November-December holidays, major sales events) and public holidays, shipping carriers may experience higher volumes, which can lead to longer than usual delivery times. We recommend placing orders well in advance during these periods.

14. Contact for Shipping Enquiries

If you have any questions about this Shipping Policy or your order's shipment, please contact us at support@tensiveeffects.com.