Shipping policy


HOW MUCH DOES SHIPPING COST?

AUSTRALIAN DELIVERIES

Order Type Shipping Method Shipping Cost (AUD)
Weight System Packages & Accessories
*Excludes Lead Weights & Bulky Orders
 Standard Post
Authority to Leave
3-10 business days
 Calculated at checkout. We can scan over 10 couriers to find the best shipping price based on the weight and shipping address of your order.
Standard Post
Signature Required
3-10 business days
 Calculated at checkout.
Express Post
Authority to Leave
1-5 business days
 Calculated at checkout.
Express Post
Signature Required
1-5 business days		 Calculated at checkout.
Lead Weights & Bulky Orders Calculated at checkout. We can scan over 10 couriers to find the best shipping price based on the weight and shipping address of your order.

 

IMPORTANT: 

Due to packaging and safety, our Weight Plates always ship separately from other items in your order. Shipping rates reflect multi-parcel delivery.

Express Shipping relates to the order being sent using an express courier after despatch (once a tracking number has been provided).

Selecting Express Shipping does not prioritise your order in our warehouse and all orders regardless of their selected shipping option are sent in a chronological order. 


WHEN TO USE AUTHORITY TO LEAVE

Ideal if you are having a parcel delivered to a workplace, PO Box, Parcel Locker or if you have a safe place at home the parcel can be left. TDS takes no responsibility if your parcel is stolen.

 

WHEN TO USE SIGNATURE REQUIRED

Ideal if you are having your parcel delivered to your house when you may not be home or may not have a safe place to have a parcel left but want to ensure you receive your parcel. If you are not home at the time of delivery a 'sorry we missed you' card may be left and the parcel will be left with the local Post Office or Newsagent for pickup. Australia Post may now email you instead of leaving a 'Sorry We Missed You' card with collection details.

 

WAREHOUSE PICKUP

We don't currently allow collection from our warehouse.

 

DELIVERIES OUTSIDE OF AUSTRALIA

We are not currently shipping orders outside of Australia.

 

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

DOMESTIC AUSTRALIAN ORDERS UNDER 5KG.

*Please consider that this is a guide only. Trident Dive Systems will do our best to ensure your packages are shipped in a timely manner, but we cannot be held accountable for unforeseen circumstances with courier companies.

Examples of unforeseen circumstances include severe weather events such as floods, snow and bush fires. Also truck or plane breakdowns can delay delivery as can transport worker strikes, aviation strikes, staff shortages and health orders preventing depots from operating at full capacity.

Important:

  • During peak periods which include sale periods (Easter, Mid Year Sale, Black Friday, Cyber Monday, Boxing Day and End of Year Sale) shipping companies can see delays in delivery due to the volume of orders being delivered.
  • Our warehouse can also become backlogged during sale periods which will affect despatch times from our warehouse. Whilst we do everything we can to ensure the timely despatch of your order in these periods including putting on more staff and more shifts you may experience a delay in despatch.
  • Postal services do not operate on Public Holidays and Public Holidays do not count as a business day.

Please Note: 

  • These delivery times are the time to deliver once despatch from our warehouse has occurred. During peak sale periods (Easter, Mid Year, Black Friday, Cyber Monday, Boxing Day and End of Year Sale) shipping times may be extended due to the large volume of orders in the postal system and despatch times may be delayed due to the large volume of orders in our warehouse.
  • The above shipping times relate to orders under 5kg.


ORDERS OVER 5KG

Orders over 5kg cannot be shipped using an express courier. For orders over 5kg in weight, it may take up to 7 business days after placing the order for dispatch and tracking number allocation. Delivery takes an additional 3-8 business days after dispatch, depending on your location.

 

WHEN ARE ORDERS DESPATCHED?

Trident Dive System's Warehouse operates Monday to Friday and our goal is to get your order picked, packed and on it's way to you as accurately and quickly as we can.

Orders are not despatched on Public Holidays or weekends.

Please note that you may receive your order in two separate shipments, especially if you have ordered a Weight Vest Package/Accessories AND Lead Weights. This is to ensure you receive your order as soon as possible. If you receive only part of your order in one package, please allow time for the rest of your order to arrive.

Important:
  • During peak sale periods (Easter Sale, Mid Year Sale, Black Friday, Cyber Monday, Boxing Day and End of Year Sale) we cannot always meet our next business day despatch goals and orders may become backlogged in our warehouse.

* Items over 5kg can take up to 3-7 business days to be sent.
** Please Note: Delivery and sending times may vary during sale periods due to high order volumes.

OUR POLICY FOR LOST PARCELS:

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbour or at a secure location, we are not responsible for a refund or replacement.


TIPS FOR FAST DELIVERY

1. Double check your address before ordering

2. Choose the 'Authority to leave' option in the checkout if you have a secure front yard or location that a parcel can be left.

3. If you do not have a secure location where a parcel can be left with authority to leave, potentially select to have your order delivered to your workplace. We recommend selecting the 'Signature on Delivery' option in the checkout so you know who signed for your order if you are not going to be available to meet the delivery driver.

4. If being delivered to a workplace, include the name of the business, not the shop number or level.


WILL I HAVE TO SIGN FOR MY ITEM?

For orders under 5kg shipped domestically (Australia) you will be given a choice in the checkout to get a signature on delivery or to have your parcel left with Authority to Leave.

If you select the Signature on Delivery shipping option and no one is available to take delivery of your order, a 'sorry we missed you' card may be left and you will be required to pick it up from a local Australia Post pickup point or newsagent. Australia Post have begun emailing some customers rather than leaving physical cards.
 
For parcels not requiring a signature (Authority to Leave), the parcel will be left in a safe place. In the case that the courier driver does not feel that there is a safe location to leave the parcel, the courier driver may refuse to deliver and leave a card for collection of the item at a depot, newsagent or post office.
 
Please note: If you select the 'Authority to Leave' option Trident Dive Systems will not be liable for the package if it is scanned as delivered.

We will help you to try to locate where the parcel was left - Carriers often supply a photo to us if we request it.
 
For orders over 5kg, it is the couriers discretion as to whether to leave the item without a signature or not.
 

WHO DELIVERS MY ORDER?

Australian Domestic Orders

Orders under 5kg are delivered by Australia Post, Couriers Please or Aramex. Other courier services such as Toll IPEC and Hunter Express are utilised to deliver heavier packages over 5kg.

 

TRACKING NUMBERS

TDS endeavours to provide every parcel that leaves our warehouse with a tracking number including free delivery parcels.


HOW DO I CHECK MY ORDER STATUS?

Please visit the ORDER STATUS Page.


DETAILS FROM OUR SHIPPING CARRIERS 

For more information on regular Australia Post shipping please visit the link below:

https://auspost.com.au/mypost/track/#/search

For more information about Aramex shipping, please use the link below:

https://www.aramex.com/au/en/home

For any FAQs on DHL tracking please check out the following link:

http://www.dhl.com/en/express/tracking/tracking_faq.html

For any FAQ's on Fedex tracking, please check out the following link:

https://www.fedex.com/en-au/tracking.html

 

WHAT HAPPENS IF A PRODUCT I ORDERED IS OUT OF STOCK

In the unlikely event there is an issue with your order, you will be notified by one of our team as soon as possible.

Outside of a sale period, if you ordered a product and it is out of stock we will make contact to suggest an alternative by either phone call or email before sending out the rest of your order.

If you have made an order during a sale period (Easter Sale, Mid Year Sale, Black Friday, Cyber Monday, Boxing Day and End of Year Sale) we will refund you for that item, using the payment method you used, and immediately send out the rest of your order. We will inform you if we have to do this by email.

 

MY PACKAGE IS LATE/OVERDUE, WHAT SHOULD I DO?

If you have ordered during a sale period (Easter Sale, Mid Year Sale, Black Friday, Cyber Monday, Boxing Day and End of Year Sale) please wait at least 7 business days before contacting us if you have not received a tracking number or 5 business days if you have received a tracking number but have not received your order.

If your order is late check the tracking and make sure there isn’t a delay listed by the carrier. Check you have supplied the correct delivery address for your order and your contact details are up to date by logging into your account.

Check to see if you have a 'sorry we missed you' card or email from one of our carriers. Your parcel may be awaiting collection at a local post office or newsagent.

Look in any safe areas the driver may have left your parcel, such as behind plant pots or bins, or in a shed, garage or porch.

If you cannot locate your order after following these steps, please get in contact with us and provide your order number and we will investigate.

 

CAN I REDIRECT MY DELIVERY?

If you need to redirect your parcel once the item has been shipped this can only be done by you, the receiver. You must contact the carrier directly. The contact information for our carriers are provided through the tracking information that was emailed to you.

TDS does not have the authority to redirect a parcel once it has left our warehouse for any customers under any circumstance.

 

WHAT IF THERE'S AN ISSUE WITH THE DELIVERY OF MY ORDER?

If you are having issues with the delivery of your order, the fastest way to resolve the issue is to directly contact the carrier your order was sent with. 

 

I RECEIVED A PARCEL, BUT I'M STILL MISSING SOMETHING. DID THE COURIER FORGET ONE OF MY PARCELS?

In almost all instances the ‘missing’ item is packaged in an unusual part of the package and discovered upon an additional check over. Our warehouse team may package some items within other items to either protect them in transit or keep the package neat and tidy. Please thoroughly check all items.

In addition, check the shipping confirmation email from us to check all items were sent in the one package. Occasionally items in your order may be sent separately, especially if you have ordered a Weight Vest Package/Accessories AND Lead Weights.

If you are still having trouble locating the item, please reach out and email info@tridentdivesystems.com.au with your order number so we can investigate further.


WHY WAS MY ORDER SENT IN MULTIPLE PACKAGES?

Items in your order may ship from multiple locations, especially is you have ordered a Weight Vest Package/Accessories AND Lead Weights. These items state that they ship separately on their product page.

 

WHAT CAN I DO IF I NEVER RECEIVE MY ORDER?

All orders are processed Monday - Friday only, and not on Public Holidays.

Rarely, packages are lost in transit, delivered to the wrong address, or arrive in separate packages. Packages may also be left with a family member, neighbour, co-worker, or building manager. 

If an order is 3 or more business days past the estimated delivery date or tracking shows it as delivered, and you never received the order, please contact the carrier to create a case number before contacting our support team to investigate.