SHIPPING & RETURNS

SHIPPING POLICY

Shipping

We work hard to maintain the most economical shipping rates. If you believe the shipping price is unusual based on your location, please contact us so we can help you manually find alternative shipping routes to get the cheapest possible rate.

Current delivery services include AusPost, Startrack, Allied Express, Couriers Please, TNT and other courier services as required for shipment.

Due to COVID-19, couriers around the world are handling an unprecedented volume of parcels. Please allow for additional delivery durations.

In general, same-city deliveries arrive within 3-5 days and deliveries to nearby cities within 7-14 days. For regional & remote areas within Australia delivery will take a little longer depending on destination.

Delivery Address
If no one is present at delivery, your consignment will be transferred to a nearby depot and a card will be left with instructions for re-delivery/collection. To avoid the inconvenience of having to visit the depot and any potential re-delivery fees may be applicable by some couriers and required to be paid prior to redelivery in some cases (at your own cost).

Authority to Leave
Dependent on your delivery and shipment address if you have a suitable secure location for the courier to leave your package safely, they may do so at your request, however the best option is to have someone sign for the package. It's best to state "Authority To Leave" in the checkout comment box to avoid delays resulting from missed delivery attempts. Please note that if you provide Authority To Leave, 12 Mile cannot be held responsible for any loss or damage to your order after it has been dropped off.

RETURN & EXCHANGE POLICY

Returns & Refunds

Our goal here at 12 Mile is for you to get the right pizza oven tools for the job. Please take the time during your tool selection to correctly identify the pizza oven tools to suit your individual pizza oven requirements. Please refer to the *General Tips* page for pizza oven measuring before selecting your tools.

As these are all hand crafted tools there is always a slight variation in the materials during the forging, fabrication, and polishing process. Returns will be accepted for items damaged in transit only where insurance has been selected for packaging, otherwise the replacement will be at the purchaser’s cost. All we request is that you return the item back to us unused and in the original packaging, making sure that the product is in the same condition as you received it in, labelling still intact.

Exchanges are shipped and refunds are processed once the original ordered items make it back to 12 Mile. You can request a full refund, or you choose an exchange item. If the new item is of lesser value than the original purchase price you will receive a refund of cost difference and if more expensive, you will be able to pay the difference online. Packaging and Return shipping is at your own cost.

Exclusions & what you need to know for returning of items:

Custom ordered items are not eligible for return due to the unique nature of the item.

Return postage costs are not covered and it is recommended that a registered post with insurance is used for any items being returned to 12 Mile.

Damages

Upon delivery of items, please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.

If your packaged item(s) do arrive damaged, please document with photos and forward onto 12 Mile for review. Damaged products through transport will be replaced as quickly as possible after the original ordered items make it back to 12 Mile and have been inspected.

How to Return Your Item

Email us at 12 Mile with your original order number and contact details and your request to return the items. Further instructions will be provided as required.
To be eligible for return the item’s and its packaging must be in the original packaging, brand new condition and unused so they can be inspected upon return.