Shipping Policy
ONIX Designs or formerly known as INUI Designs ("we" and "us") is the operator of (https://onixdesigns.com) and (https://inuidesigns.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
- General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
- Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
- Delivery Terms
3.1 Transit Times
We offer 7-15 Business Day Shipping for AU, US and 4-12 Business Days for the UK. For all other countries shipping is 7-20 Business days depending on where you live. Once your order is placed it will be dispatched within 1-4 business days from our warehouse. We have warehouses in USA, Australia and China. Some items are stocked in our over seas warehouses and some are stocked domestically, thus the shipping time of items will be subject to where it is shipped from.
3.2 Dispatch Time
Orders are usually dispatched within 1-4 business days of payment of order. This could be subject to change if there is low stock availability and we would follow the process as mentioned in the general terms above.
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
3.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
3.4 Incorrect shipping addresses
We only follow the shipping information based on what you have entered on the checkout page upon placing your order. We are not liable for lost, held, mis-delivery errors, due to incorrect shipping addresses. If your package gets returned to us due to the incorrect shipping address, you will be refunded for the product(s), not for shipping. Alternatively, we can ship your order to your correct address, however there will be a fee which is charged by the courier to resend the item which you will have to cover.
3.5 P.O. Box Shipping
Unfortunately we are unable to ship to P.O Boxes as some of our products are too large.
4.6 Military Address Shipping
We are unfortunately unable to ship to military addresses.
4.7 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. However please be aware, that due to COVID-19, many shipping companies are prioritizing the shipments and receiving of emergency and necessary medical equipment. This could mean that your package may be withheld with the shipping company for an extended period of time which would lead to longer wait times and delays. Furthermore during peak period of the year courier services will be facing high volume of orders and there maybe delays to your orders, however we will inform of you this if this were to happen. We hope you understand, as this is something completely out of our control.
- Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. FAILED DELIVERY/ RETURNED TO SENDER/ ABANDONED PACKAGES
If your package cannot be delivered to the given shipping address due to an incorrect shipping address/ phone number /absent upon all delivery attempts, your package will be held at a local post office/holding facility for pickup. If a package is not picked up from the holding facility/post office, the package will be returned to us as long as it can be resent by the local couriers. If returned to us, the items can be resent to the correct address at your own expense (resend fee is charged by the local couriers). If unable to return to us, it will be destroyed by local courier services.
Customers who have abandoned a package will forfeit the right to an exchange or refund for their order.
- Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in destination country
- Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
There is a 5% cancellation fee to cover transaction processing costs that are not refunded to us by Shopify if we process a cancellation.
You can choose between a refund in store credit or a refund to your original payment method.
- Process for parcel damaged in-transit
We are not responsible for any damaged parcels during transit. However, we will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We are not responsible for any lost parcels, however, we will do everything required to ensure you receive your products. We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Claims of Non-Delivery & Resolution Process
In the event that you report that you have not received your order despite the courier's declaration of delivery with verified tracking indicating delivery, we require verifiable proof to initiate further investigation and provide appropriate resolution.
To substantiate claims of non-delivery, customers must provide a non-delivery certification issued by the local post office with an official seal. This document should explicitly confirm that the order was neither delivered to the recipient nor received at the designated post office.
Once such evidence is provided, we will assess the situation and take the necessary steps to rectify the issue.
In instances where customers fail to produce the requisite proof, we regrettably cannot issue a refund or reship the order. This stringent approach is rooted in the necessity to uphold a standard of evidence that unequivocally establishes the non-delivery of the order.
10.1 False Claims of Non-Delivery
It is imperative to note that making false claims regarding undelivered orders constitutes fraudulent activity and is considered a federal crime. We reserve the right to pursue legal action against individuals found guilty of such fraudulent claims. Our commitment to ensuring the integrity of our operations remains unwavering, and we take a stern stance against any attempts to exploit our shipping policies.
11. Customer service
For all customer service enquiries, please email us at info@onixdesigns.com