Shipping policy

At Form Vault Lab, we want the delivery experience to be as organised as the storage solutions we offer. Whether you are ordering trouser hangers to tidy a wardrobe, sock organisers to keep smaller garments together, or over-the-door hooks to create additional hanging space, we aim to make every stage of shipping clear and straightforward.

This Shipping Policy explains our shipping fees, order preparation, estimated delivery periods, tracking arrangements, and procedures for delayed, missing, or damaged parcels.

1. Shipping Fees

Form Vault Lab currently offers the following shipping arrangement:

  • Free shipping on orders with a merchandise subtotal of US$10.00 or more.

  • US$5.99 shipping fee on orders with a merchandise subtotal below US$10.00.

The threshold is calculated using the merchandise subtotal before applicable taxes and after discounts, unless the checkout page states otherwise.

The applicable shipping fee will be displayed during checkout before payment is submitted. If a promotion or specific order condition changes the shipping charge, the amount shown at checkout will govern that transaction.

Please check the currency displayed at checkout. Although our business is located in Australia, the stated shipping threshold and fee are expressed in US dollars. Your bank or payment provider may apply currency conversion or international transaction charges depending on your payment method.

2. Order Processing Time

After an order is successfully submitted, our team begins preparing it for fulfilment.

Our usual processing estimate is 1–3 business days. This period may include:

  • Reviewing order and payment information.

  • Confirming product availability.

  • Checking the delivery details.

  • Preparing the selected items.

  • Packaging products for transportation.

  • Arranging carrier collection.

Business days generally exclude weekends and public holidays. During promotional events, seasonal shopping periods, or unusually busy fulfilment periods, processing may take longer.

An order confirmation acknowledges that we have received your order information. It does not necessarily mean that your parcel has already been dispatched.

3. Estimated Delivery Time

After dispatch, standard transit is generally estimated at 5–10 business days.

Based on our usual processing and transit estimates, the overall expected timeframe is approximately 6–13 business days from order placement.

These timeframes are estimates only, not guaranteed delivery dates. Actual delivery may vary according to the destination, carrier capacity, weather, public holidays, transportation conditions, and other circumstances.

If a specific product page or checkout page provides a different estimate, please refer to the information displayed for that order.

4. Shipping Destinations

Available shipping destinations are determined by the options displayed at checkout.

Before completing your purchase, please confirm that your country, state or territory, postal code, and full delivery address are accepted by the checkout system.

If your destination is not available, contact us before placing an order to ask whether a suitable delivery arrangement can be made.

5. Accurate Delivery Information

Customers are responsible for providing a complete and accurate delivery address.

Before submitting an order, please check:

  • Recipient's full name.

  • Street number and street name.

  • Apartment, unit, or building number, where applicable.

  • Suburb or locality.

  • State or territory.

  • Postcode.

  • Country.

  • A valid email address and telephone number, where requested.

If you discover an address error after placing your order, email [email protected] as soon as possible and include your order number.

We will make reasonable efforts to assist with corrections before dispatch. Once the parcel has entered fulfilment or been transferred to a carrier, however, we may no longer be able to change its destination.

6. Shipment Tracking

Where tracking is available, tracking details will generally be sent to the email address associated with your order after dispatch.

Please note that tracking information may not become active immediately. A carrier may need time to scan the parcel into its network and update its tracking system.

If tracking shows no new activity shortly after dispatch, please allow a reasonable period for the carrier's system to refresh before contacting us.

7. Delivery Delays

We work to prepare and dispatch orders within the stated estimates, but delivery delays can occur for reasons outside our direct control.

These may include:

  • Severe weather or natural events.

  • Carrier network congestion.

  • Public holidays and seasonal shipping peaks.

  • Transportation interruptions.

  • Incomplete or incorrect delivery details.

  • Carrier security or handling procedures.

  • Customs processing for cross-border shipments, where applicable.

If your parcel has not arrived within the estimated delivery period, contact us with your order number and tracking reference, if available.

We will review the available shipment information and assist with the next reasonable steps.

8. Missing or Misdelivered Parcels

If tracking indicates that a parcel has been delivered but you cannot locate it, we recommend checking:

  • Your front door, porch, mailbox, or designated delivery area.

  • With other household members.

  • With building reception or property management, if applicable.

  • With neighbours where appropriate.

  • Any delivery photograph or carrier instruction available through tracking.

If the parcel remains missing, contact us so that we can review the delivery information and, where appropriate, work with the carrier to investigate.

If a shipment is confirmed lost or otherwise not delivered as required, we will review the circumstances and provide an appropriate resolution in accordance with applicable law.

9. Damaged Parcels or Products

Please inspect your order within a reasonable time after delivery.

If the outer packaging is visibly damaged or a product arrives broken, bent, scratched, incomplete, or otherwise defective, contact us at [email protected].

Please include:

  • Your order number.

  • A brief description of the issue.

  • Photographs of the outer packaging.

  • Photographs showing the affected product and any visible damage.

For trouser hangers and sock organisers, photographs of broken clips, bent bars, damaged connectors, or missing components may help us assess the problem. For over-the-door hooks, please show any damaged joints, distorted sections, or other visible defects.

Please retain the product and packaging while the issue is being reviewed. We will assess the report and discuss an appropriate solution, including a replacement or refund where applicable.

10. Split Shipments

An order containing multiple products may occasionally be sent in separate parcels if fulfilment arrangements require it.

If separate tracking numbers are generated, they may be sent individually. Please check each tracking reference before reporting an item as missing.

The arrival of one parcel does not necessarily mean that every item in the order has been delivered.

11. Incorrect or Incomplete Orders

If you receive a product different from the one ordered, or an expected item or component is missing, contact us promptly.

Please provide your order number and a description or photograph of the item received. We will review the order and shipment details and arrange an appropriate solution.

Please retain the packaging and product while the issue is being reviewed. Do not discard components or send items back before receiving instructions from our team.

12. Undeliverable Shipments

If a parcel cannot be delivered because the address is incomplete, the delivery location is inaccessible, or repeated delivery attempts are unsuccessful, the carrier may hold or return the shipment.

If a parcel is returned to us, we will review the carrier information and contact you to discuss available options.

Any additional shipping or reshipment charges will be communicated before they are applied, subject to applicable law. This section does not limit any consumer rights relating to goods that have not been delivered as required.

13. Changes and Cancellations Before Dispatch

If you need to change or cancel an order, contact us as soon as possible and provide your order number.

We will make reasonable efforts to accommodate requests received before the order enters fulfilment or dispatch. Once the parcel has been handed to the carrier, cancellation or address changes may no longer be possible.

If dispatch has already occurred, you may need to follow the return procedure in our Return and Refund Policy.

This does not affect any cancellation or refund right available under applicable law.

14. Contact Information

For shipping questions, tracking assistance, or delivery concerns, contact:

NWG WICKHAM PTY LTD — Form Vault Lab
Attn: Shayne Kemp
8 Mena St
North Strathfield NSW 2137
Australia
Email: [email protected]
Website: https://www.formvaultlab.com/

Please include your order number in shipping inquiries so that we can identify the correct shipment and assist you efficiently.