Terms & Conditions
If you place an order you will receive an email confirmation, this will also happen when we process the order and finally when we dispatch your order (along with the delivery details). If you can't see an email from us PLEASE CHECK YOUR JUNK MAIL OR SPAM BOX/FILTERS.
How much does the delivery cost?
There is a “Shipping Costs" tab on each product page below the item description. Begin to type your suburb or postcode and then select from the drop-down list before clicking “Calculate Price” to see the freight quote. This delivery charge will automatically appear on you invoice. For quantity mailbox orders please contact us for a shipping price.
What if no one is home to receive delivery?
Please leave instructions in the “Delivery Instructions” field where your order may be left if no one is home at the time of delivery i.e. "leave at front door" or it will be returned to the nearest Star Track Express depot for you to collect. We are unable to effect a second delivery without incurring further costs.
What happens if the product is damaged when I receive it?
We need to be notified by email with photos attached within the next working day of the product being delivered, we will then assess the situation and may send you out a "controlled pickup" advice which will need to be attached to the product for return to us and a replacement will be sent out. Please note that the Product will need to be returned in its original packaging.
Can it be delivered to a Post Office Box?
Sorry, our transport company will not deliver to Post Offices.
How long will delivery take?
Typically allow 3 - 14 days. This is relevant to availability of stock and your geographical location. Our history of deliveries made over the last 5 years shows an average delivery time of 4 days. Our deliveries are generally made by Star Track Express and we will email the consignment note number that you can "track & trace" the delivery with Star Track Express.
What type of payments do you take?
We accept Amex, MasterCard, Visa, PayPal, Direct Transfer or Cheque.
Is your online payment secure?
When your password or credit card number are requested on the site, we use SSL to present secure pages to protect that information. Your credit card details are not stored by us or on our website or server and payment is made directly to Anz Egate. For credits or adjustments to payments you may be contacted by us for your credit card details.
You can tell if you are using a secure server by looking at the bottom of your browser window. In Netscape Navigator or Internet Explorer, you will see a lock icon. When the symbol is unbroken or the padlock appears to be in its closed state, the page is encrypted and therefore secure. You can also check this by seeing that the starting address of the page in the URL bar is https:// If you wish to take advantage of the latest encryption standards, be sure you have the latest version of the browser you're using.
Can I ring you with credit card details or send a cheque?
You can do either, the product will only be dispatched once payment has been cleared with the bank.
What sort of warranty comes with the product?
All mailboxes we carry have a manufacturer's warranty, while these vary between manufacturers generally they are for a 10 year period against faulty materials or workmanship. A 5 year warranty generally applies on powder coating, however, no assurance can be given as to the effect of ultraviolet impact and any atmospheric pollution which may diminish the appearance of the product over time. A 1 year warranty applies on any locking mechanisms. Aluminium mailboxes have a 10 year warranty against corrosion. Mailboxes manufactured from galvanised steel have a warranty against corrosion of 5 years and and zinc coated steels 1 year. Stainless Steel mailboxes are subject to "harsh condition corrosion", namely salt spray or mist and installations in these conditions are excluded from corrosion warranty, in other circumstances stainless steel is generally warranted for a 10 year period against deep corrosion. A common problem with stainless steel is called "Tea Staining" and this is considered a general maintenance issue. The timber mailboxes have a warranty on materials and paint of 3 years. If required please determine the specific manufacturers warranty. The warranties are specific in that the product must be considered to have been reasonably maintained, this includes lubrication of hinges when deemed pertinent, lubrication of the locking mechanism as required and general washing and cleaning of the product, this is specifically important on stainless steel. Weather Protection: All mailboxes are designed to minimise the impact of weather conditions however no guarantee can be made regarding the ingress of water. The inherent nature of a mailbox which includes a mail delivery slot does not allow for any protection label other then that of "weather resistant". The impact of this resistance can be relevant to geographic locations. Quality: Mailboxes are an outdoor utility device and are finished in accordance to industry standards for a product of that nature, i.e. small imperfections in paintwork, castings or manufacture are accepted. Finishing: Letterboxes are designed for exterior applications and are subject to weather, pollutants, bird attacks and all sorts of circumstances which are too many to list. They are not considered high end pristine products, please do not expect a “Rolls Royce” finish on your product. A condition of sale is that the product may contain, spot weld marks, small blemishes in the powder coat, small ripples or surface deformation, casting porosity and while all due care is taken, these minor defects are considered acceptable in relation to the nature of the product.
The manufacturers require the mailboxes or components to be returned back to us along with proof of purchase for any claims to be considered.
* Please see the specific warranties that may be applied to certain products, in instances these can be found on the products links.
These warranties and policies are not intended to contravene your rights under any statutory consumer or trade practices legislation.
Customer Satisfaction Policy
Can I cancel my order if it hasn’t been shipped?
Please contact us if you wish to cancel your order so the order status can be assessed. If works have begun (including if a drawing for a specialty product has been issued) cancellation fees will apply.
What if I receive the product and don't like it?
Please choose carefully, Letterboxes Direct will only refund or replace products that have been incorrectly selected for colour, size or type based on the following;
(a) The return of the product in good order, plus (b) The cost of transport if we are requested to arrange the return plus, (c) payment of a restocking fee. The restocking fee will be 25% of the product value.
How do I care for my mailbox?
Either accept that your product will gracefully age or give it some loving care. Wash your mailbox regularly, maybe when you wash your car. This can be particular to stainless steel as it can tend to show dirt and or surface blemishes more readily, use a domestically available stainless steel cleaner or treatment such as 3M Stainless Steel Cleaner. To keep your hinges and locks functioning well occasionally apply some lubrication or purpose lock lubrication. Please note that some of these processes are necessary to not void your warranty.
We know how much you value your privacy, so we make sure that your privacy is protected any time you're using our services. You do need to give us some personal information so we're able to process your orders and requests. However, we want you to know exactly what information we need, why we need it, and how we make sure that your information is protected. We want you to be able to enjoy your experience here safely and privately. Information we need from you in order to process orders for you, we require some personal information from you when you are ordering: name, e-mail address, mailing address (to ship the order to you or to the person(s) you choose) billing name and address (for verification purposes only) credit card number and expiration date. Your information is considered private and is not shared with any third parties.
Survey information (How did you here about us) will be used for purposes of monitoring or improving the use and satisfaction of our service. Protecting Your Information: We use industry best practices to protect your information and your privacy. We also guarantee that every order you make at here will be 100% safe. This means that we will reimburse you for any fraudulent charges that are not covered by your bank and that result through no fault of your own from purchases made at our Web site while using the secure server.
Conditions of Sale
1. That you check your order
Please choose carefully as it is your responsibility to check what you order. You will receive an order confirmation to the email address that you provided, please also re-check your details on this as they will confirm what you have ordered. It is your responsibility to check your junk mail and spam filters and to follow up this confirmation if you did not receive it in a timely fashion.
2. Confirmation of Details for Special Manufacture (Drawings)
If your order is for a specially manufactured product and we issue you with a drawing to the email address that you supplied, then your responsibility is to respond within a 24 hour period. If you fail to respond we will supply the item in accordance to the order and instructions we received and with our layout (as per drawing supplied). Any special graphics or text or sizes will be applied inline with the product as advertised.
3. Liability of Delivery
Our courier can not repeatedly call to try and effect a delivery without further costs being incurred. We require clear instructions on what to do if no one is home at the time such as "leave at front door if no one is home". Please be aware that we do not take liability for any goods being missing after a proof of "drop off" has been provide to us by our freight company.
4. Damage in Transit
Please unpack and check your goods on receipt. We need to be advised of any damages to the product within 24 hours of delivery and supporting images (photographs) may be required.