Website Terms of Use

Website Terms of Use
If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern PackQueen’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘PackQueen’ or ‘us’ or ‘we’ refers to the owner of the website whose registered name is PackQueen Pty Ltd. Our registered office is located at 20 Horne St Thomastown Victoria Australia 3074. Our ABN is 32 125 503 291. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• We do not accept returns or exchanges for change of mind purchases.  As a result, we highly recommend you order a sample by calling our team on 03 8689 9344 to ensure that your product fits your chosen packaging and that it is suitable for your needs.
• If an order is cancelled prior to dispatch, we do not provide refunds, however, a PackQueen store credit will be issued. Please note that this does not apply to manufactured orders. Once an order is placed for a manufactured product/made to order item, this cannot be cancelled.  Items that are made to order, can be clearly identified on the website.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of Australia.
• We cannot guarantee delivery times and will not be held responsible for any damages that may arise as a result of any delays in transport

Pricing
Please note, all pricing on our website is subject to change. For bulk and large quantity orders, please contact our team directly on info@packqueen.com.au

Returns & Refunds
This policy applies to products purchased through PackQueen. We do not accept returns or exchanges for change of mind purchases.  PackQueen adhere strictly to the Competition and Consumer Act 2010, and as such we provide all exchanges and returns as required by this Act.  However, as clearly noted in the terms and conditions, throughout our website and order confirmation emails we do not accept returns or refunds for change of mind purchases. To ensure that you order the correct product to suit your needs we offer a sample service, whereby you can purchase a sample of any of our products to ensure that it is right for you prior to purchasing a large quantity.
 
In accordance with Australian consumer law PackQueen does not accept exchanges or refunds in the following situations:

• changed your mind (for example no longer require the boxes or ordered too many of a particular product)
• ordered the wrong item (for example the packaging you purchased from PackQueen was too large or small for your needs)
• found the goods cheaper elsewhere
• were aware of the relevant fault before buying the goods (for example sample stock)
• damaged the goods by misusing them (for example folded products incorrectly).
• as a result of any delays by a courier

If an order is cancelled prior to dispatch, a 20% administration and processing fee is applicable and a PackQueen store credit will be issued. Please note that this does not apply to manufactured orders. Once an order is placed for a manufactured product, this cannot be cancelled. In the event of a cancellation of a manufactured product, no refund or store credit is available.

Courier Delays
We do not offer exchange or refunds based on courier delays. In addition, we are unable to refund courier cost in the event of a delay in delivery. If you are having issues with a courier delivery, please contact us immediately as we would be more than happy to assist. Alternatively, you can contact the courier company directly with your tracking information and they will be able to assist faster.

If you prefer to use an alternative courier other than the ones that PackQueen has available, you are more than welcome to organise your own courier (or personal) collection from our warehouse at 20 Horne Street, Thomastown, Victoria 3074.

If you have chosen to use your own courier, please note that PackQueen is unable to fill in manual consignments, therefore you MUST email your consignment note for our dispatch team to info@packqueen.com.au. Without this electronic consignment note, we are unable to release your order. If you are unable to provide us with an electronic consignment note, we can arrange a freight quote for you.

Deliveries
Please note, PackQueen uses 3rd party couriers to deliver all orders. Bulk orders may be packed onto pallets. If you have specific delivery instructions or packing requirements pleas contact us as additional charges may apply.

Please note that in the event that you are not available for delivery, further re-delivery charges may apply. It is important to ensure that someone is present to accept the delivery Monday to Friday during business hours to avoid any additional fees. If you have any specific instructions or preferences related to your order, please feel free to let us know. We strive to accommodate your needs and make sure your order is delivered in the fastest possible way. Thank you for understanding and for providing any additional details that will help us to get your order to you quicker.

Store Credit Expiry
All PackQueen store credits expire within 12 months of issue.

Warehouse Collections
Unless other arrangements have been made in writing with PackQueen, all warehouse collections must be collected within 30 business days from notification of availability by the warehouse. If your order is not collected within 30 business days, a storage fee of $15 per day will apply (per pallet). If your order is not collected within 60 days from notification of availability, your order will be automatically cancelled and NO refund or store credit will be available.

Samples
Please note that for general sample enquiries:
- A postage and handling charge may be applicable
- A sample charge may apply and only one sample per product can be supplied.
- Samples are provided in brown or white with a colour swatch
- Manufactured to order samples are provided in brown only with a colour swatch for your viewing.
If you are ordering samples under our current free sample promotion, please note that this is limited of 2 free samples per customer. Samples are provided in brown or white with a colour swatch. In addition, there may be a postage and handling charge (depending on your chosen samples) if you are unable to collect your free sample from our warehouse.

What payment methods does PackQueen accept?
We accept payment via Direct Deposit, Paypal, Cheque and Credit Card. Please note that there is a 3% surcharge for all payments made via AMEX. In addition, there is a 1.5% surcharge for payments made via Visa or Mastercard if the order values exceeds $5000.

Returns for Purchases made from PackQueen
In accordance with Australian consumer law PackQueen do not accept exchanges or refunds in the following situations:

• changed your mind (for example no longer require the boxes or ordered too many of a particular product)
• ordered the wrong item (for example the packaging you purchased from PackQueen was too large or small for your needs)
• found the goods cheaper elsewhere
• were aware of the relevant fault before buying the goods (for example sample stock)
• damaged the goods by misusing them (for example folded products incorrectly).

PackQueen ask that you choose carefully and we offer a sample service to allow for you to test our products for sizing and quality prior to placing a large order. To order samples please call (03) 8689 9344 or order online.

What if the product is faulty or incorrectly delivered?
We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem.

Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your Order. All claims for faulty or incorrectly delivered items must be received within 5 days from date of delivery.

PackQueen may ask you to provide further information or photographs via email to help us assess your situation and to help resolve the issue as fast as possible.

All online purchases claimed as faulty will need to be sent back to PackQueen for an official assessment by the PackQueen product development team.

How long will it take to get a refund if approved?
Once your goods have been received by PackQueen, please allow up to 5 working days for your refund to be processed back to your account. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.

How do I contact the Customer Service Team?
The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 8.30am until 4.00pm Australian Eastern Standard/Daylight Savings Time.

The contact phone number for our team is 03 8689 9344 or you can also contact us via email at info@packqueen.com.au.