Shipping, Payments
& Returns
SHIPPING
WHERE WE SHIP
We ship to most countries from our Australian warehouse.
Currently, we’re unable to ship to addresses in Japan. We invite our Japanese customers to contact our exclusive local stockists to purchase EnPointe products. Get in touch with our stockists here.
ORDERS FROM BELARUS, RUSSIA AND UKRAINE
We do not currently accept website orders from regions with challenging conditions for our couriers. These include Belarus, Russia and Ukraine. If you are in these regions and would like to place an order, please email us at [email protected].
SHIPPING OPTIONS
We offer up to two shipping options, express or standard, depending on the value of your order and the destination.
All EnPointe wireless products (including the EnPointe Wireless Relay Set, Piste Box, Pocket Box and Relay Box) ship express. Standard shipping is only available for small orders of accessories.
Due to VAT handling requirements, we’re unable to offer standard shipping on any orders to the European Union or United Kingdom.
Express shipping includes parcel tracking. Parcel tracking is not available with standard shipping.
ESTIMATED DELIVERY TIMES*
COVID-19 IMPACTS
Due to the ongoing COVID-19 pandemic, our couriers are experiencing unusually high volumes and delays. Your order may take longer than usual to arrive, or be delivered via an indirect route.
Country/Region Express Shipping Standard Shipping Australia 1 – 5 days 3 – 7 days United States 3 - 10 days 7 – 21 days European Union 3 – 14 days Unavailable United Kingdom 3 – 10 days Unavailable Rest of the world 3 – 21 days 7 – 28 days
*Estimated delivery times are from dispatch and a guide only. Occasionally, deliveries may be delayed by couriers, customs, or for other, unforeseen reasons. EnPointe Fencing is unable to guarantee delivery times.
If you’re concerned about a delivery timeframe, contact us before placing your order and we’ll do our best to provide you with a delivery estimate specific to your address.
SHIPPING COSTS
Our shipping costs reflect rates set by our couriers. You can calculate the shipping cost for your order in the cart.
RECEIVING YOUR DELIVERY
Once your order has been dispatched from our warehouse, we’ll send you an email letting you know it’s on its way. If your order has shipped express, we’ll also send you a parcel tracking link so you can follow its journey.
By default, all orders require a signature upon delivery.
VAT IN THE EUROPEAN UNION AND UNITED KINGDOM
VAT is included in our product pricing for all orders shipped to addresses in the European Union and United Kingdom. We’ll handle payment of VAT upon your order’s arrival at EU or UK customs.
Contact us if you’d like to make your own VAT arrangements.
CUSTOMS & IMPORT DUTIES
Your order may incur costs related to customs, handling and import fees, or local taxes, that apply in the destination country. Except for VAT in the European Union and United Kingdom, these costs are additional to your order and the responsibility of the purchaser.
LEGAL IMPORTS
It is the responsibility of the purchaser to ensure that products purchased from EnPointe Fencing can be imported into the destination country legally and in accordance with local laws, customs and regulations.
PAYMENTS
PAYMENT OPTIONS
We offer two ways to pay:
- Credit card (processed by Pin Payments)
- Direct bank transfer
You can select your preferred payment method at the checkout.
Credit card payments are processed immediately.
If you’ve opted to pay by direct bank transfer, you’ll find our banking details on the order confirmation page. Please allow enough time for your bank to process your payment – typically one to three days. We’ll let you know by email when we’ve received it. Your order won’t be shipped until we’ve received your payment in full.
We don’t accept cash or cheque payments.
SUPPORTED CURRENCIES
We offer pricing in a local currency for customers ordering from Australia (AUD), the United States (USD), European Union (EUR) and United Kingdom (GBP). As an Australian business, we’ll invoice orders placed from all other countries in Australian Dollars.
PAYMENT FEES
Credit card payments attract a processing fee of 1.75% of the order value, including shipping.
For orders placed from Australia, the United States, European Union or United Kingdom, a direct bank transfer can be made into a local account. Bank transfers from outside these locations may be subject to fees charged by your bank or financial institution, such as foreign transaction fees. We recommend checking with your bank before making your payment. We can’t take responsibility for any transaction fees on behalf of the purchaser.
CURRENCY CONVERSION FEES
Payments are to be made in the currency reflected in the product pricing. If you’ve opted to pay with a credit card or bank facility that uses a different currency, you may be charged a currency conversion fee.
We recommend checking with your bank or credit card provider for currency conversion fees. We can’t take responsibility for currency conversion fees on behalf of the purchaser.
REDEEMING A DISCOUNT CODE
If you have an EnPointe Fencing discount code, you can redeem it in the cart or at the checkout.
BULK PRICING
We offer bulk price discounts on orders of five or more EnPointe wireless products, including the Wireless Relay Set, Piste Box, Pocket Box and Relay Box.
You’ll automatically receive a bulk price discount when you add five or more eligible products to your cart. Alternatively, you can contact us for a quote and we’ll let you know how much you can save.
CANCELLING AN ORDER
If you’d like to cancel your order, please let us know by email before you’ve received a shipping confirmation email. We’ll refund your payment in full.
We’re unable to cancel or refund an order once it has shipped.
RETURNS
OUR POLICY
We’re unable to offer a refund or exchange for change of mind.
However, we will offer a refund or exchange in the following circumstances:
- The product has a problem that would have stopped you, as the purchaser, from buying the product had you known about the problem.
- The product is unsafe.
- The product significantly differs from its description or sample.
- The product doesn’t do what we, EnPointe Fencing, claimed it to do and cannot be easily fixed.
Alternatively, you can choose to keep the product and we will compensate you for any drop in value.
If the product has a rectifiable problem, we’ll repair it in a reasonable timeframe under our standard Product Warranty. If the product is not repaired in a reasonable timeframe, you can choose to receive a refund or replacement instead.
Please retain your proof of purchase (such as your invoice receipt or email payment confirmation) to use in the event of a returns claim.
DAMAGED DELIVERIES
If your package appears damaged on delivery, we ask that you open the package and check its contents before signing for and accepting the delivery. By signing for a package from EnPointe Fencing, you’re confirming that the package and its contents have been delivered in good condition.
If the package’s contents are damaged or missing, refuse the package so it can be returned to us by the courier. We’ll lodge an insurance claim and re-send your order.
We can’t accept responsibility for a broken or damaged package once it has been signed for and accepted by, or on behalf of, the purchaser.
WARRANTY & REPAIRS
Go to Product Warranty to learn about our warranty terms and claims process for faulty or damaged products.