1. Overview
At Brand Surge, we want to get your order to you as quickly and safely as possible. Delivery timeframes and freight arrangements vary depending on the product, decoration method, and supplier – some orders ship directly from our suppliers, while others are received by us, decorated, and then dispatched to you. Please read this policy carefully before placing your order.
2. How We Ship
Depending on the product and order, fulfilment may be handled directly by us or by one of our suppliers. Some orders ship directly from our suppliers to your delivery address, while others are received by us, decorated, and then dispatched via recognised courier and freight services. This means:
- Your order may arrive in multiple parcels if items are sourced from different suppliers;
- Each parcel may be dispatched at different times and carried by different couriers; and
- Tracking will be provided where available – see Section 6 for details.
3. Production Timeframes
Many of our products are custom-branded to order, which means production begins only after your artwork has been approved and payment has been received. For these products, production timeframes vary by product and are clearly listed on each product page, as well as on your quote or order confirmation.
Production time is separate from delivery time – it refers to how long it takes to complete your order before it is dispatched. Please allow for both production and delivery when planning for a deadline. Estimated delivery times are outlined in Section 4.
If you have a firm event date or deadline, please let us know when placing your order and we will do our best to accommodate it. For time-critical orders, please refer to our Express range.
4. Delivery Timeframes
Once your order has been dispatched, estimated delivery times are:
- Sydney, Melbourne, Brisbane (metro): 1–2 business days;
- Adelaide, Perth, Canberra: 2–5 business days;
- Hobart, Darwin: 4–6 business days;
- Regional areas: 3–7 business days; and
- Remote areas: 7–14 business days.
These timeframes are estimates provided by carriers and do not include production time (see Section 3). They are not guaranteed, and we are not liable for delays caused by carriers, customs, or circumstances outside our control. For a more accurate delivery estimate, please contact us.
5. Shipping Costs
5.1 Domestic Shipping
Shipping costs are not displayed at checkout. After your order is placed, our team will review your delivery location and contact you within 1 business day to confirm the applicable freight costs before we dispatch. You will have the opportunity to confirm or cancel your order at that time.
Many of our orders include free metro delivery – this will be indicated on the product page where it applies. Please note the following important conditions:
Metro delivery zones vary between courier services. Your postcode may qualify as metro with one carrier but be classified as regional with another. Additionally, some residential addresses may not qualify for metro delivery rates even if your postcode falls within a metro area. If either of these situations applies to your order, our team will be in touch within 1 business day to confirm your delivery options and any applicable freight costs before we dispatch.
5.2 Venue & Event Location Deliveries
Deliveries to event centres, conference venues, exhibition halls, and similar locations may attract additional handling or access surcharges imposed by the venue or carrier. These surcharges are outside our control and will be confirmed with you before dispatch. We recommend contacting us prior to ordering if your delivery address is a venue or event facility.
5.3 Freight-Intensive Items
Bulky, heavy, or oversized items may incur additional freight charges depending on the delivery location. All freight costs will be confirmed with you before dispatch.
5.4 International Shipping
We can ship to select international destinations. Please contact us at info@brandsurge.com.au before placing your order and we will confirm whether your location is covered and provide a freight quote. International orders are accepted at our discretion.
6. Order Tracking
Where tracking is available, we will send you tracking details by email once your order is dispatched. Please note that not all carriers provide tracking, so in some cases a tracking number may not be available. As some orders ship from multiple suppliers, you may receive more than one tracking notification. If you have any concerns about the status of your delivery, please contact us.
7. Delivery Address
Please ensure your delivery address is complete and accurate at the time of ordering. We are unable to deliver to PO Boxes, as orders must be delivered to a physical business or residential address. We are not responsible for failed deliveries or lost parcels resulting from an incorrect address provided by the customer.
For orders requiring delivery to multiple locations, please let us know when placing your order or quote request. Additional freight charges may apply.
8. Failed Delivery & Unclaimed Parcels
If a delivery attempt is unsuccessful, the carrier will leave a notification with instructions for redelivery or collection. If a parcel is returned to us or our supplier, we will make every reasonable effort to contact you to arrange redelivery.
Redelivery charges may apply, as these are costs passed on directly from the carrier and are outside our control. We will confirm any redelivery costs with you before arranging a second dispatch.
Unclaimed parcels will be held for up to 7–14 days. If we are unable to reach you or delivery cannot be arranged within that time, please be aware of the following:
- Decorated or custom-branded items cannot be refunded, as they have been produced specifically to your order and cannot be restocked or resold;
- Undecorated or stock items may be returned to inventory, however a restocking fee may apply; and
- Any outstanding freight or redelivery costs remain payable regardless of the outcome.
We will always do our best to work with you to get your order delivered, so please ensure your contact details are up to date and monitor any carrier notifications you receive.
9. Damaged or Lost Parcels
If your order arrives damaged, please photograph the packaging and item immediately and contact us at info@brandsurge.com.au within 24–48 hours of delivery. For parcels that appear to be lost in transit, please contact us and we will liaise with the carrier on your behalf. Once your order leaves our warehouse, delivery is handled by third-party carriers and we cannot be held responsible for delays on their end, but we will always help track it down and work through any issues with you. For information on refunds and replacements, please refer to our Refund & Returns Policy.
10. Contact Us
For all shipping enquiries, contact us or email us at info@brandsurge.com.au.
Last update: 23 March 2026