We recommend that all of our customers insure their orders. We do our best in packing each and every order to ensure that there is no damage to your goods from the moment they are picked up from our store to them being delivered to you. Whilst we do pack our orders well, we have no control over the orders once the freight is collected from us.
Shipping Insurance is available on all orders that are freighted within Australia. If shipping insurance is applicable to your selected shipping method, you will be able to choose to insure your order. Orders to be collected from our store or digital items cannot be insured.
Shipping Insurance covers for loss and damage of your Cake Decorating Supplies until delivery occurs at your nominated delivery address. By adding shipping insurance at checkout, you will be protected for replacement of your items or a refund which is at Lollipop Cake Supplies discretion.
An item is not determined as lost until the freight company exhausts all possibilities of finding the item and declares it as being lost. This may take some time whilst we wait for the freight company to complete their checks.
If your goods are visibly damaged, do not sign for your goods unless they are marked as damaged with the freight company.
Any item that is marked fragile where we recommend not to ship these items. Fragile items such as sugar flowers, sugar toppers and any other product that carries a warning. We do our best to pack these with the utmost care, however they are deemed fragile.
Shipping Insurance does not cover you for a parcel that has gone missing after being delivered with an "Authority to Leave" that has been approved by yourself. If Authority to Leave has been approved, it is marked on your invoice.
If you receive an item that is damaged and you have paid for shipping insurance, you must contact us within 24 business hours via email complete with photos of all packaging. Our contact information can be found on our Contact Us page. The photos must include;
Once we receive the information above, and any other information we may require at the time, we will review your claim. In the case of a verified damaged item, we will replace it and ship the replacement to you. Please note that you may be required to take the damaged goods and packaging to Australia Post or the Courier that delivered your goods. It is important that you do not dispose of any packaging or items.
In the case of an order that is verified as not received, we will replace the order.
If you did not purchase shipping insurance from Lollipop Cake Supplies you will be responsible contacting the company that delivered your freight and attempt to gain some resolution.