Parcel Protection

Steph Pase Planners will always do our very best to ensure your parcel is delivered to you safely. For extra peace of mind, we offer parcel protection to customers wishing to ensure there are no surprises. 

WHAT IS COVERED BY OUR PARCEL PROTECTION  

What happens if my parcel gets lost in transit?

There are times when parcels are not delivered within the standard time frames as specified by Australia Post. If this occurs, please contact our customer service team so we can open a missing parcel investigation. If, after 7 days, we deem your parcel to be missing, Steph Pase Planners will replace items from your order that are available in our warehouse. Items we are unable to replace will be exchanged for a credit. Please note, we do not offer refunds and this parcel protection offers a replacement of items and credits only. You can request a full credit for your missing order instead of replacement items. 

What happens if my parcel is delivered to the incorrect address?

If the tracking details show your parcel has been delivered to an incorrect address and we are unsuccessful in retrieving your parcel, it will be deemed to be missing. You will be covered by parcel protection in this event and your items will either be replaced if they are still available, or otherwise a credit will be issued. Please note, we do not offer refunds for parcels delivered to an incorrect address. 

What happens if my parcel is damaged in transit?

If your parcel arrives damaged by Australia Post, we will replace the item for you. If the item is no longer available, we will provide a refund. In the first instance, please contact our customer service team to arrange to have your parcel sent back for assessment by our returns team. Once an assessment has been made, you will be contacted with a resolution.  

WHAT IS NOT COVERED BY OUR PARCEL PROTECTION   

What happens if I have accidentally entered the incorrect delivery address on my order?

If an incorrect address is entered into your order and the parcel is subsequently delivered to that address, we cannot be held responsible for either the recovery or replacement of your order. This includes payment of any damages as a result of non-receipt of your order.

Can’t find the information you're looking for on this page? 

If you have any questions relating to the Steph Pase Planners Parcel Protection Policy, please us at hello@stephpaseplanners.com.au