Support

Shipping & Delivery Policy

Welcome to Fleximake online Store (FMESTORE). We are committed to providing reliable, transparent, and efficient shipping services across Australia and internationally.

By placing an order with us, you agree to the terms outlined in this Shipping & Delivery Policy.

1. Shipping Costs

Shipping costs are calculated at checkout based on the total weight, dimensions, and delivery location of your order.

All costs shown at checkout are final unless additional freight charges apply for remote or bulky deliveries (see Regional & Remote Areas below).

2. Australia-Wide Shipping

We offer delivery Australia-wide using trusted freight and courier providers, including Australia Post and selected transport partners.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

3. Order Processing Times

Orders are generally processed within 1–3 business days after payment confirmation.

• Business days are Monday to Friday, excluding public holidays.
• Orders placed on weekends or public holidays will be processed on the next business day.
• Orders placed before 1:00 PM (AEST/AEDT) may begin processing the same business day.

Processing times may vary during peak periods, promotional events, public holidays, or due to stock availability.

Some products may be manufactured, packed, or dispatched from different warehouses or supplier locations across Australia.

4. Estimated Delivery Timeframes (Australia)

Important: The estimated delivery timeframes shown below begin after your order has been dispatched, and do not include the 1–3 business day processing period.

Example total delivery time: An order to Perth placed on Monday could take 1–3 business days to process, plus 5–10 business days in transit — up to 13 business days total.

All delivery timeframes are estimates only and are not guaranteed.

Delays may occur due to:

• Freight network congestion
• Weather conditions
• Public holidays
• Remote delivery locations
• Carrier or transport delays outside our control

5. Regional & Remote Areas

Certain regional, rural, or remote locations may incur additional freight charges due to limited courier access or specialised delivery requirements.

If additional shipping charges apply to your address, our team will contact you for approval before dispatch.

We reserve the right to cancel and refund orders where freight services are unavailable or excessively costly to provide.

6. International Shipping

We offer international shipping worldwide via Australia Post’s international network for eligible products only.

Please note:

• International shipping is available for products weighing up to 20kg.
• For orders exceeding 20kg, please contact us to discuss available freight options and obtain a customised shipping quote.
• Oversized or bulky items may require specialised transport services and may not be available for standard international shipping.
• We reserve the right to decline international shipping for certain products, destinations, or carrier restrictions.

International delivery times vary depending on the destination country, customs processing, and local postal services.

Customers are responsible for:

• Any customs duties, import taxes, local charges, or clearance fees; and
• Ensuring products comply with local import regulations.

Tracking details will be provided once your order has been dispatched.

7. Shipping Carriers

Orders are shipped using Australia Post and other trusted courier or freight providers selected based on:

• Parcel dimensions
• Weight
• Delivery location
• Handling requirements

We reserve the right to select the most appropriate shipping carrier for your order.

Some orders may arrive in multiple shipments or parcels.

8. Multiple Parcels & Split Shipments

Large, bulky, or multi-item orders may be packed into multiple parcels and shipped separately.

These parcels may arrive on different days. Please allow an additional 2–3 business days for remaining parcels after the first delivery has arrived.

Separate tracking numbers may be provided where applicable.

9. PO Boxes & Parcel Lockers

Delivery to PO Boxes or Parcel Lockers is available only for parcels that fit within Australia Post's applicable size and weight limits. Oversized or bulky items will require a physical street address for delivery.

Large or oversized items may require a physical street address for delivery.

If your order cannot be delivered to a PO Box or Parcel Locker, we will contact you before dispatch.

10. Delivery Address Accuracy

Customers are responsible for ensuring all shipping information is correct at checkout, including:

• Recipient name
• Delivery address
• Business name (if applicable)
• Contact phone number

Additional shipping, redelivery, storage, or return charges may apply where:

• Incorrect or incomplete delivery details are provided;
• Delivery is refused;
• The parcel is unclaimed; or
• Re-delivery is required.

We are not responsible for delays or losses caused by incorrect customer information.

11. Authority to Leave (ATL)

We do not automatically leave parcels unattended.

A parcel will only be left without a signature if:

1. You contact us before dispatch to request Authority to Leave; OR
2. Your order is dispatched via Australia Post, and after dispatch you receive a notification with a link to manage your delivery, and you select “Authority to Leave”.

Important:

• If neither of the above occurs, the courier will not leave your parcel unattended.
• Carrier delivery management links are typically available for Australia Post parcels only.
• Once the carrier marks the parcel as delivered, responsibility transfers to you.
• We recommend ATL only for secure locations.

We cannot be held responsible for lost, stolen, or damaged parcels where you have authorised Authority to Leave.

12. Click & Collect

Selected products may be available for Click & Collect from:

• Our Factory (VIC): 33 Tatterson Rd, Dandenong South VIC 3175. Tel: 03-8722 2228
• Our Warehouse (NSW): Unit 2/36 Holbeche Rd, Arndell Park NSW 2148. Tel: 02-8610 2228

Availability depends on stock location and product type.

Customers will be notified when orders are ready for collection. Valid ID may be required.

13. Damaged, Lost, or Delayed Deliveries

· Damaged Items

Please inspect your order upon delivery.

If your item arrives damaged:

1. Take clear photographs of the packaging and damaged item(s);
2. Contact us within 48 hours;
3. Retain all packaging materials.

We may request additional information to assist with claims.

· Lost or Delayed Deliveries

If your order has not arrived within a reasonable timeframe, please contact us and we will investigate.

Carrier investigations may require several business days.

We are not liable for delays caused by freight providers, customs, weather, industrial action, or circumstances beyond our control.

14. Order Cancellations

Orders cancelled after processing has commenced may incur:

• Administrative fees;
• Payment processing fees;
• Freight recovery costs.

Custom-made or special-order products cannot be cancelled once production has commenced unless required under Australian Consumer Law.

Contact Us

If you have any questions regarding shipping, freight quotes, or delivery arrangements, please contact us via:

sales@fleximake.com.au

Or visit our contact page: Contact Us

Return & Refund Policy

At Fleximake online Store (FMESTORE). We stand behind the quality of our products. This Returns & Refunds Policy outlines your rights and obligations when returning items, in accordance with the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts, or modifies any rights you may have under the ACL, including for major failures and reasonable timeframes for claiming remedies.

1. Change of Mind Returns

If you change your mind, you may request a return within 30 days of receiving your order, subject to the conditions below.

To be eligible for a change of mind return:

• The item must be unused, uninstalled, and in original condition
• The item must be returned in its original packaging
• Proof of purchase (invoice or order confirmation) must be provided

"Original condition" means no scratches, stains, odours, missing parts, or signs of installation or attempted use.

2. To request a return:

Please contact us at sales@fleximake.com.au with your order number and reason for return.

Do not return any items without prior approval from our team. Unapproved returns may be rejected and returned to you at your cost or discarded without compensation

Return Conditions

Where a return is approved:

• Customers are responsible for return shipping costs
• A 10% restocking fee may apply to change-of-mind returns
• Original shipping charges are non-refundable
• Items must be returned in a condition suitable for resale

We may, at our discretion, offer an exchange or store credit instead of a refund depending on the product type and availability.

3. Refunds

Once your returned item is received at our facility, please allow 3–5 business days for inspection.

We will notify you of the outcome.

If approved:

• Refunds will be processed to your original payment method
• Processing time is typically 7–14 business days after approval
• Additional time may be required by your bank or payment provider

If more than 15 business days have passed since refund approval, please contact us please contact us at sales@fleximake.com.au.

4. Damaged, Defective, or Incorrect Items

We carefully check orders before dispatch; however, if you receive an item that is damaged, defective, or incorrect, please contact us as soon as possible.

To help us resolve the issue efficiently, we may request:

• Photos of the item
• Photos of packaging (including any external damage)
• Your order number

What happens next:

• We will assess the issue and provide a resolution, which may include replacement, repair, or refund in accordance with ACL
• If the item is confirmed to be damaged, defective, or incorrect, we will cover all return shipping costs ;(we will provide a prepaid return label or reimburse reasonable postage)
• You are entitled to a full refund (including original shipping charges) for a major failure under ACL

5. Non-Returnable Items

For hygiene, safety, and manufacturing reasons, the following items are generally not eligible for change of mind returns unless required under Australian Consumer Law for a fault or defect:

• Custom-made or special-order products
• Clearance or final-sale items

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Contact Us

If you have any questions regarding shipping, freight quotes, or delivery arrangements, please contact us via:

sales@fleximake.com.au

Or visit our contact page: Contact Us

 

Secure Payment Policy

This Secure Payment Policy applies to purchases made through FMeStore, operated by Fleximake Pty Ltd

We are committed to providing a secure and reliable online shopping experience and protecting customer payment information.

 1.       Secure Transactions

All transactions made through our website are protected using TLS (Transport Layer Security) encryption — the current industry standard, commonly referred to as SSL. This is indicated by the padlock icon and https:// in your browser's address bar, and ensures that your personal and payment information is securely transmitted.

We take reasonable steps to maintain the security of our website and payment systems to help protect against unauthorised access, misuse, loss, or disclosure of information.

2.      Accepted Payment Methods

We accept a range of trusted payment methods, including:

• Visa
• Mastercard 
• PayPal
• Shopify Payments
• Bank Transfer / EFT
• Other secure payment methods displayed at checkout

Available payment methods may change from time to time without notice.

3.      Payment Processing

Payments are processed through trusted third-party payment gateways that comply with industry security standards, including PCI-DSS (Payment Card Industry Data Security Standard) requirements.

FMestore and Fleximake Pty Ltd do not store or have direct access to your full credit card details. Card data is handled directly by our payment processors in a secure, PCI-compliant environment. We retain only basic payment reference information (such as transaction ID, last 4 digits of card, and payment method type) for accounting and fraud prevention purposes.

4.      Payment Terms

Unless otherwise agreed in writing:

• Full payment is required prior to production, collection, or dispatch of goods
• Orders may be delayed until payment has been successfully received and cleared

We reserve the right to:

• Suspend, refuse, or cancel orders due to non-payment
• Decline transactions considered suspicious or high risk
• Request additional verification or identification before processing an order

5.      Fraud Prevention

To protect our customers and business from fraudulent activity, orders may be subject to verification checks.

If suspicious activity is detected, we may:

• Contact Customer to verify order details
• Delay shipment pending verification
• Cancel or refund transaction deemed fraudulent or unauthorised

 

6.      Pricing and Currency

All prices listed on our website are in Australian Dollars (AUD) by default. To view prices in another currency, use the selector in the top right corner of the website. Prices, availability, shipping fees, and payment methods may change without notice.

7.      Payment Confirmation

Once your payment has been successfully processed, you will receive an order confirmation email outlining your purchase details.

8.      Customer Responsibility & Secure Browsing

Customers are responsible for:

• Providing accurate billing and payment information
• Ensuring sufficient funds are available for payment
• Maintaining the confidentiality of their account, passwords, and login details

For additional security, we recommend customers:

• Use secure devices and protected internet connections
• Keep web browsers, operating systems, and antivirus software up to date
• Never share payment or sensitive account information via email or unsecured communication methods

While we take reasonable measures to maintain secure payment systems, customers also play an important role in protecting their personal and payment information online.

9.      Limitation of Liability

While we take reasonable measures to secure our website and payment systems, no online transmission or electronic storage method can be guaranteed to be completely secure.

To the maximum extent permitted by law, Fleximake Pty Ltd is not liable for any damages, losses, or unauthorised access arising from events beyond our reasonable control, including security breaches affecting third-party payment processors.

10.  Contact Us

For payment or security concerns, please contact us:

Email: sales@fleximake.com.au

Phone: 03 8722 2228 (VIC) / 02 8610 2228 (NSW)

Or visit our contact page: [Contact Us]

 

Warranty Policy

At Fleximake and our divisions — including Flexi Transport, Tarp Factory, and FM Industrial — we stand behind the quality of our products.

This Warranty Policy applies to products branded by Fleximake and sold through our online store. For third-party products, please refer to the original manufacturer's warranty (see Section 3 below).

1. What Our Warranty Covers

Fleximake warrants that our products will be free from manufacturing defects in materials and workmanship for the warranty periods set out in the Product Warranty Table below.

The warranty period starts from the date of purchase shown on your invoice.

What we will do:

If a manufacturing defect is found during the warranty period, we will, at our discretion:

• Repair the product
• Replace the product with the same or equivalent product
• Provide a partial or full refund (depending on the age and usage of the product)

2. What Our Warranty Does NOT Cover

Warranty claims will be rejected (or reduced) where the issue is caused by:

If you are unsure whether an issue is covered, please contact us — we assess every claim on a case-by-case basis.

Product Warranty Table (Fleximake branded Products)

4. Third-Party Products (Not branded by Fleximake)

Some products sold on our store are sourced from third-party manufacturers.

For these products:

• Warranty is provided by the original manufacturer (not Fleximake)
• Warranty terms, coverage, and duration vary by brand
• We will help you submit a warranty claim to the manufacturer where possible
• Final decisions on repair, replacement, or refund are made by the manufacturer

If you are unsure whether a product is Fleximake-manufactured or third-party, please contact us before purchasing.

5. How to Make a Warranty Claim

Step 1: Contact us

Email sales@fleximake.com.au with:

• Your order number or proof of purchase
• Clear photos of the issue (and packaging if relevant)
• A brief description of the problem

Step 2: We assess your claim

• Acknowledgment: We typically reply within 5 business days
• Assessment decision: We will provide an outcome within 10–15 business days of receiving all required information

Step 3: Resolution

If your claim is approved, we will arrange:

• Repair (where possible)
• Replacement (same or equivalent product)
• Partial or full refund (depending on age, usage, and circumstances)

6. Shipping costs for approved claims:

If your claim is not approved, we will explain why. You may choose to have the product returned to you at your cost, or we can dispose of it.

7. Important Notes

• Warranty applies to the original purchaser only and is non-transferable
• Proof of purchase is required for all claims (invoice or order confirmation)
• Products must be used according to their intended purpose and specifications
• Fleximake reserves the right to inspect the product before approving any claim
• If a product is discontinued, we may offer a comparable substitute or refund at our discretion
• If you suspect a defect, please stop using the product immediately to prevent further damage

8. Contact Us

For all warranty claims or technical support questions:

Email: sales@fleximake.com.au

Phone: 03-8722 2228 (VIC) / 02-8610 2228 (NSW)

Or visit our contact page: [Contact Us]

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a direct link to the courier's website.

You may also receive a direct email notification from the courier with tracking updates and delivery progress.

You can track your order using one of the following methods:

·         Shipping Confirmation Email
Click the tracking link provided in your shipping confirmation email to view real-time updates on your delivery status.

·         Customer Account
If you have an account with us, log in to your profile, navigate to "My Orders", and select the relevant order to access tracking details.

·         Courier Website
Enter your tracking number directly on the courier's official website to view the latest delivery updates.

Important Notes

• Tracking information may take up to 24 - 48 hours to become active after dispatch. If more than 48 hours have passed since dispatch and your tracking number still shows no information or returns an error message, please contact our support team with your order number. We will verify the status with the courier and provide an update.
• Delivery updates are managed by third-party courier services and may occasionally experience delays.
• If you experience issues with tracking, please contact our support team for assistance.

Delays & Exceptions

Processing or dispatch may be delayed in the following circumstances:

• Payment verification or fraud checks
• Out-of-stock standard products — we manufacture these to order, typically within 3 business days (we will notify you if additional time is required)
• Incorrect or incomplete shipping address provided at checkout
• Public holidays or courier service disruptions

If your order is delayed beyond the standard processing time, we will contact you via email as soon as possible.

Contact Us

If you have any questions about order tracking, please contact us:

Email: sales@fleximake.com.au
Phone: 03 8722 2228 (VIC) | 02 8610 2228 (NSW)

Or visit our contact page: [Contact Us]