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Shipping Policy

Ace Workwear Pty Ltd (“we”, “us”, “our”) ships orders Australia-wide using trusted delivery partners. This Shipping Policy outlines how orders are verified, processed, dispatched, and delivered.

1. ORDER VERIFICATION & PROCESSING

Once your order is placed, our team will verify:

  • Your name, address, and payment details
  • Stock availability with our warehouse or suppliers
  • Any special instructions included in your order

We aim to keep inventory information up to date; however, suppliers may place items on backorder without notice.

1.1 Backorders & Stock Delays

If an item is on backorder:

  • We will notify you with an estimated time of arrival (ETA)
  • You may choose to continue with the order or request a full refund

2. SHIPPING RESTRICTIONS

We do not ship to PO Box addresses for safety and security reasons.

A full physical street address must be provided.

3. WHERE ORDERS ARE SHIPPED FROM

Ace Workwear does not hold all stock onsite.

Orders may be shipped from:

  • Our Ingleburn NSW warehouse, or
  • Supplier warehouses across Australia, depending on:
    • Brand
    • Stock levels
    • Order size and value
    • Distribution efficiency

Some orders may arrive in multiple shipments.

4. DISPATCH TIMEFRAMES

4.1 Standard (Non-Custom) Products

For standard stock items that are in our warehouse or supplier warehouses, dispatch typically occurs within:

  • 1–5 business days of order receipt

4.2 Orders & Pre-Order Items

Orders and Pre-Order items are typically dispatched within 1–9 business days
(Monday to Friday — closed weekends & public holidays)

If delays occur due to supplier stock issues or logistics, we will contact you with an updated ETA.

4.3 Backordered Items

If an item is not in stock:

  • Our team will provide an ETA
  • You may choose to wait or request a refund before dispatch

4.4 Decorated / Custom Orders

Orders requiring decoration — including:

  • Embroidery
  • Printing
  • Heat pressing
  • Alterations
  • Personalisation

require additional processing time.

Please allow 10–14 business days for decorated orders to be dispatched.

Production times may vary depending on workload, artwork approval, order size, and seasonal peaks.

4.5 Urgent Orders

If your order is urgent, please call:

02 8798 6060

We will do everything possible to expedite your delivery.

5. DELIVERY TIMEFRAMES (AFTER DISPATCH)

Estimated delivery times vary depending on the carrier and location:

  • Metro areas: 2–7 business days
  • Regional areas: 5–15 business days
  • Remote areas: may take longer

These estimates are not guaranteed.
Delays caused by carriers, weather events, peak seasons, or incorrect addresses are outside our control.

6. DELIVERY PARTNERS

Orders from our Ingleburn warehouse typically ship via:

  • Aramex (Fastway)
  • Australia Post
  • TNT/ Fed Ex
  • CouriersPlease

Orders shipped from supplier warehouses may use:

  • StarTrack
  • Toll
  • TNT Express
  • Victoria Freight Services
  • Other contracted freight partners

Tracking information will specify the carrier used.

7. TRACKING INFORMATION

Once your order is shipped, you will receive:

  • A tracking number
  • The carrier website link to track your parcel

Customers are responsible for monitoring tracking updates and ensuring they are available to receive the delivery where required.

8. SIGNATURE REQUIREMENTS & ATL

8.1 Signature on Delivery

Depending on order size and carrier requirements, a signature may be required for delivery.

This helps prevent:

  • Lost parcels
  • Theft
  • Incorrect deliveries

8.2 Authority to Leave (ATL)

ATL is applied on all orders unless signature is requested.

  • The parcel is considered delivered once left at the address
  • Risk transfers to the customer immediately
  • Ace Workwear is not liable for lost, stolen, or damaged ATL deliveries

9. INCORRECT OR INCOMPLETE ADDRESSES

Customers are responsible for providing complete and accurate delivery details.

We cannot accept liability for:

  • Delays due to incorrect addresses
  • Lost parcels caused by incorrect details
  • Re-delivery or return-to-sender fees

Additional shipping or handling fees are the responsibility of the customer.

10. DELIVERY TO DECORATORS OR THIRD PARTIES

Where goods are delivered to:

  • A decorator (embroidery/printing), OR
  • A third-party warehouse/logistics partner

It is the customer’s responsibility (or their agent’s) to inspect goods BEFORE decoration or processing.

Ace Workwear is not liable for:

  • Decoration costs
  • Errors or damage caused by decorators
  • Third-party handling issues
  • Delays caused by decorators or 3PL partners

Shortages or errors must be reported within 48 hours.

11. LOST, DAMAGED OR MISSING PARCELS

If a parcel is lost, damaged, or misdirected:

  • We will lodge an investigation with the carrier
  • Resolution times depend on the carrier

Replacements or refunds will be issued only after the carrier’s investigation is completed.

ATL delivery is considered delivered once left on-site and cannot be replaced under lost-parcel claims.

12. SHIPPING FEES, TAXES & CHARGES

  • All online prices include GST
  • Shipping fees are displayed at checkout
  • Shipping costs are non-refundable, except where required under the ACL

13. INTERNATIONAL SHIPPING

Bulk international corporate orders may be arranged upon request.

14. ACL DISCLOSURE

Nothing in this policy limits your rights under the Australian Consumer Law.

You are entitled to remedies if goods fail to meet acceptable quality standards or are not delivered as described.