SHIPPING AND DELIVERY POLICY

Our Shipping and Delivery Policy forms part of and must be read in conjunction with, website Terms and Conditions. We reserve the right to change this Shipping and Delivery Policy at any time.

We (Apexio Industrial) know that your order arriving on time for your event is VITAL. You shall order with our free standard turnaround time, we never take an order unless we are 100% sure that we can guarantee your deadline. The total delivery time is: Order Processing Time + Delivery Time.

In some cases, shipping will take longer based on your location, which will be communicated to the buyer at the time of the order. Generally, items ship as soon as possible.

Customs taxes according to the nature of each country shall be borne by the customer and he must be aware of its details according to his country.

If you have any other questions, please contact us at sales@apexioindustrial.com

Order Processing Time: 1-3 working business days.

Optional Additional Extra add-ons or manufacture lead time items to any product require additional processing time to order and complete. Estimated Processing Time: 5-10 working business days, depending on complexity of installation. Optional custom add-ons to a device categorises them as a custom product. Custom products are made to order with a non cancellation request after a 24 hour cancellation window.

Our Estimated Shipping time is based on the options available at checkout + processing time scale + Lead time on manufacture to ordered item if applicable.

SOMETHING MISSING IN THE DELIVERY:

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping. Please note that this does not mean you will be charged any additional delivery cost. However, if you are still concerned about your missing item(s), please go to late deliveries to track your missing item(s).

Apexio Industrial are not liable for any or all orders that have been lost or stolen by the third party logistics company. We can help you with the relevant information to submit a claim to the delivery courier but shall not be help accountable for the loss. Our service ends from when Apexio Industrial sends the order to the logistics courier. 

Due to the size of some delivery vehicles, Apexio Industrial or any couriers delivering on behalf of us must be informed of any restrictions regarding access for the delivering vehicles and access to the property. This includes but is not limited to: steps (including those that require climbing to gain access to the property entrance), any overhanging / low trees / shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. Apexio Industrial will not accept any claims for compensation arising from non / failed / refused delivery of any item where the couriers or we were not made aware of any points regarding access restrictions. If the item is refused / cancelled due to these restrictions, the customer is liable for all courier charges.

If you are unsure how your items will arrive or have other questions regarding delivery, please contact the sales team sales@apexioindustrial.com and we’ll be happy to help.

DISCLAIMER

• You must enter the correct delivery address details at the time of ordering.
• If your goods are returned because an incorrect address was provided, you must pay shipping costs to the correct address before we resend your item/s.
• Products are not shipped on public holidays and will be shipped on the next business day.

Shipping within Australia

• We do NOT accept delivery addresses to PO box locations, a full physical address must be provided, if the address is a building that contains multiple drop off or physical locations; the courier is not obligated to enter the premises and search for designated location drop off points, drop off will be at a readily accessible point such as building reception or loading dock.
• Domestic orders are sent via Australia Post / DHL / TOLL / Allied Express / Team Global Express so that we can track the item.
• Shipping costs will vary depending on the size of the order.
• Products are insured for an extra fee and only include loss in transit only.
• Items sent by Australia Post / DHL / TOLL / Allied Express / Team Global Express are scheduled for delivery within 5-8 business days in Australia.
• International orders are sent via DHL, or the Customer may arrange for their freight forwarder (and insurance) to collect the item.
• Apexio Industrial is not responsible for shipping delays by Australia Post / DHL / TOLL / Allied Express / Team Global Express or third-party shipping couriers.

Import Taxes, Duties & Customs Clearance – Buyer Responsibility Clause

1. Import Duties & Taxes
All import duties, taxes, tariffs, levies, government charges, and associated importation costs arising in the destination country are solely the responsibility of the Buyer. These costs are not included in the quoted price unless expressly stated in writing.

2. Customs Clearance
The Buyer is responsible for arranging and completing all customs clearance procedures required for the importation of the goods into the destination country, including but not limited to:

• Documentation submission

• Payment of customs charges

• Compliance with local regulatory requirements

Failure by the Buyer to complete customs clearance does not constitute a delay, default, or breach by the Seller.

3. Delivery Terms (INCOTERMS)
Unless otherwise agreed in writing, all shipments are supplied under the applicable INCOTERMS® specified in the Seller’s quotation (e.g., EXW, FCA, FOB, CFR, CIF). Under these terms:

• The Buyer accepts full responsibility for all taxes, duties, and customs fees applicable in the destination country.

• Any costs incurred as a result of customs delays, inspections, or regulatory requirements are borne by the Buyer.

4. Non-Liability for Import/Customs Delays
The Seller is not liable for delays caused by:

• Customs inspections or procedures

• Delayed payment of duties or taxes by the Buyer

• Government or border-control processes

• Port congestion, quarantine checks, or carrier delays

These events do not entitle the Buyer to compensation, cancellation, or claim for damages.

5. Refusal or Failure to Pay Import Costs
If the Buyer refuses or fails to pay import taxes, duties, or customs fees:

• The Buyer remains fully liable for the total cost of the goods;

• Any storage, re-delivery, demurrage, or additional freight charges will be charged to the Buyer;

• The Seller may, at its discretion, hold, redirect, or dispose of the goods, and recover all associated costs from the Buyer.

6. No Set-Off
The Buyer may not withhold payment, seek compensation, or offset amounts due to import taxes, duties, or customs fees, as these are unrelated to the Seller’s contractual performance.

·      ORDER CANCEL:

Please accept our apologies, occasionally we have to cancel orders for some reasons:

Product unavailability: We try to get as much choice as possible onto our website, and occasionally we have to cancel orders when the ordered product is unavailable.
Customer cancellation: If you have requested to cancel part or all of your order.

Security Analysis

Customer information has flagged up on our security system. Sometimes we require an ID to prove who you are, as fraudulent orders occur. We will not use this information in any other way, but only to ensure a fraudulent charge back will not occur. This is in line with our privacy policy.

REFUSING TO PAY CUSTOMS

If you choose to refuse the import customs fee and the parcel is returned back to Apexio Industrial a shipping & handling fee will be deducted from your refund. We will not be responsible for any communication or undelivered orders due to not being made by the Custom on notification from the courier regarding taxes and customs clearance enquiries. 

If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.