Shipping and Retuns
Shipping & Returns Policy (Australia)
We take pride in delivering a high-quality product and a smooth experience from order to delivery. Every Trueformboard is checked carefully before dispatch to ensure it meets our quality standards.
Shipping Information
We ship Australia-wide — metro, regional, and remote.
Orders are processed Monday–Friday (excluding public holidays) and dispatched within 2–5 business days after payment confirmation.
During peak periods (e.g. Christmas or promotional sales), dispatch may take slightly longer, but most orders arrive sooner than estimated.
Shipping Options
Standard Shipping – Australia Post
Metro: 7–14 business days
Regional/Remote: 10–21 business days
Cost: $9.95 flat rate — Free for orders over $249
Express Shipping – AusPost Express
Metro: 3–7 business days
Regional/Remote: 5–10 business days
Cost: $14.95 flat rate
Tracking details will be emailed once your order has been dispatched.
Please double-check your address at checkout — incorrect addresses may cause delays or redelivery fees.
Damaged, Lost, or Delayed Orders
While delays are rare, please allow up to 21 business days (metro) or 30 business days (regional/remote) before contacting us.
If your parcel is damaged in transit, please email us within 48 hours of delivery with photos of both the packaging and the product.
We’ll work directly with the courier to resolve the issue and, if confirmed lost or damaged, arrange a replacement or refund as required under the Australian Consumer Law (ACL).
Returns & Refunds
We’re confident you’ll love your Trueformboard. However, if something isn’t quite right, we’ll make it right.
Eligibility & Timeframe
You may request a return within 30 days of delivery if your item is unused, in its original packaging, and includes proof of purchase.
All returns must be approved before shipping back. Items returned without prior authorisation will not be accepted.
How to Request a Return
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Email jamesneilalterio@gmail.com within 30 days of delivery (or immediately if the product is faulty or damaged).
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We’ll confirm eligibility within 2 business days and provide your Return Authorisation Number (RMA) and return instructions.
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Once approved, send your item to:
Trueformboard – Returns Centre (RMA Required)
10/5 Troubridge Street
Mount Gravatt East, QLD 4122
Australia
Items sent back without prior approval may not be accepted.
Return Costs
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Change-of-mind: The customer covers return postage.
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Faulty, damaged or incorrect items: Trueformboard covers reasonable return shipping costs and will refund your original delivery fee if applicable.
We do not charge restocking fees, but change-of-mind returns are kept to a minimum due to quality assurance and limited stock availability.
Processing & Refunds
Once your return is received and inspected, we’ll confirm your outcome within 3–5 business days.
Approved refunds are processed within 10 business days to your original payment method.
If more than 15 business days pass after refund approval, please email jamesneilalterio@gmail.com for an update.
Non-Returnable Items
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Gift cards
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Sale or clearance items
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Custom or personalised products
If any of these items are faulty, misdescribed, or unsafe, your rights under the Australian Consumer Law still apply.
Exchanges
If you need a different item, the fastest option is to place a new order and return the original once approved.
Customer Guarantee
Under the Australian Consumer Law, you’re entitled to a repair, replacement, or refund if your item has a major problem — for example, if it’s unsafe or significantly different from its description.
For minor issues, we’ll repair or replace it promptly.
Our products are inspected before shipping to minimise any risk of defects, and we stand behind their performance and build quality.
Contact Us
Email: jamesneilalterio@gmail.com
Phone: 0403 949 592
Business Name: Trueformboard
ABN: 43 157 132 113