Shipping & Returns
Last updated July 1, 2025
Shipping Policy
Most products will normally ship within 3-7 working days (Mon-Fri) Note: Production time does not include any additional shipping time to your location.
Please contact us for any urgent orders.
*Note: Production times on bulk &/or custom orders may vary and be a little longer, as well as during peak times of the year
(you will be notified in these instances).
Shipping Options
• Pick Up - from our warehouse/showroom during regular business hours;
(9am-5pm Mon-Fri) at Unit 2, 14 Duffy Avenue, Thornleigh, NSW, 2120
• Standard Shipping - AusPost Parcel - Signature Required;
(Estimated 2+ Business days**)
• Express Shipping - AusPost Express - Signature Required;
(Next Business day within the Network**)
• Other/Confirm Later - Unsure at time of order placement or require a courier/additional services
(any necessary charges to be paid prior to dispatch of the order)
**All delivery times are subject to the carriers own terms and conditions.
All goods are delivered by a contracted freight service and as such are outside of our direct control once they leave our premises. We can ship to virtually any address within Australia only. Note that there are restrictions on some products, and some products cannot be shipped due to their fragile nature.
By default all parcels are shipped 'Signature on Delivery' and as such, we recommend shipping to an address you will be at during the day (Home, Workplace or PO Box etc.) If you’re not at your location to receive delivery, Australia Post will take your parcel to the nearest post office.
Authority to Leave - Delivery Preference (please contact us)
Is when Australia Post/Freight provider leaves parcels in a "safe place". Unfortunately, "safe place" is subjective and parcels sometimes get stolen/lost (left on doorsteps or the like) As a result, this is not the customer experience we want to provide and we do NOT recommend this. However if it is something you would prefer, please contact us & this can be arranged. Note: By authorising this type of delivery, We will not be held responsible for lost and/or damaged parcels once 'completed delivery' to your address has been identified.
Returns, Refund & Cancellation Policy
Kopycut Trophies & Performance Plaques commits to providing quality trophies & giftware at all times. We understand that all orders are important & in the unlikely event that something goes wrong; your order does not meet your expectations; or if you need to return an item please contact us directly with your Order Number by email sales@kopycut.com.au or phone on (02) 9484 5511 within 7 days of receipt/delivery of your order to discuss any issues or concerns & find an acceptable resolution, we will do everything we can to help you resolve whatever the issue is. This policy operates in addition to your statutory rights for returns of faulty goods.
You are entitled to return goods and ask for a refund, replacement or repair if the goods you purchased:
• have a fault that you could not have known about at the time of purchase (see below for goods damaged in transit);
• are significantly different from the description provided;
• in the event of a fault made by us with your engraving/product we will rectify the problem ASAP.
You are not entitled to a refund if you:
• change your mind or no longer want the goods;
• decide you can't afford the goods;
• found the same item at a cheaper price elsewhere;
• choose the wrong item/s, style/s or size/s;
• were responsible for causing a fault, such as providing incorrect engraving details/instructions;
• knew of and/or were made aware of the faults before you bought the product;
• misuse the product in a way that caused the fault/damage;
• item has been used, worn or damaged after delivery, or if any attempt has been made to alter the product.
• choose 'Authority to Leave' as your shipping option.
All claims must be made within 7 days of receiving the product. All products must be returned in their original condition. We will respond with instructions for how to return items from your order (if necessary).
We will refund using your original payment method where appropriate and we reserve the right to replace or refund the sale at our discretion. Refunds or replacements will be fully processed within 10 days upon receiving your request.
Cancellations are subject but not limited to the following conditions:
• Orders that have yet to be personalised/printed/engraved may be cancelled, with a cancellation fee of 20% of original order value
• Orders that have been personalised/printed/engraved but have not been shipped/dispatched may be cancelled, with a cancellation fee of 100% of original order value less the delivery fee.
• Orders that have been shipped/dispatched cannot be cancelled.
Goods damaged in transit
We may (at our sole discretion) replace the goods for you + a re-delivery fee.
Changes to this Shipping and Returns Policy
We have the discretion to update this Shipping and Returns policy at any time. We will alert you about any changes by updating the ‘Last updated’ date of the Policy, and you waive any right to receive specific notice of each such change. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in any revised Privacy Policy by your continued use of the Services after the date such revised posted. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this Policy periodically and become aware of modifications.
Contacting us
If you have any questions about this Shipping & Returns Policy, the practices of this site, or your dealings with this site, please contact us by phone on (02) 9484 5511, or email at sales@kopycut.com.au