Everything you need to know about how we post your order, and what to do if something isn’t right.
Shipping
Digital downloads
Digital downloads (PDFs) aren't posted, so there's no postage to pay. After your payment is confirmed, we'll email you a link to download your files, and you can also download them from your order confirmation page. If you order both printed and digital products, the printed items are posted as normal.
Where we post
We currently post within Australia only. If you're outside Australia, please contact us and we'll see what we can do.
Postage options and costs
All orders are sent with Australia Post. Postage is calculated at checkout based on the total weight of your order.
- Standard (Parcel Post): usually 3–5 business days after dispatch. Free on orders of $100 or more.
- Express (Express Post): usually 1–2 business days after dispatch, for orders up to 5 kg.
Delivery times are Australia Post estimates and can be longer for regional and remote areas.
When your order is sent
We aim to pack and send orders within 2–3 business days. Once your order is on its way, we'll email you an Australia Post tracking number.
How we pack your order
A4 and A3 posters are sent flat with a stiff backing board. A1 posters are rolled and sent in a postal tube. Books, booklets and cards are sent in padded mailers.
Schools, clinics and bulk orders
Ordering for a whole class, school, clinic or organisation? Contact us and we'll arrange postage for larger orders.
Lost or damaged parcels
If your parcel hasn't arrived within the expected time, or arrives damaged, please email us at hello@behaviourchangecompass.com with your order number (and a photo if something is damaged). We'll follow it up with Australia Post and replace or refund the item.
Delivery address
Please check your delivery address carefully at checkout. If a parcel is returned to us because of an incorrect address, we may need to charge postage to send it again.
Returns and refunds
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have an item repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.
Faulty, damaged or incorrect items
If something arrives faulty, damaged, or isn't what you ordered, please email us at hello@behaviourchangecompass.com as soon as possible with your order number and a photo of the item. We'll arrange a replacement or refund, and we'll cover the cost of return postage.
Change of mind
If you change your mind about a printed product, you can return it within 30 days of delivery, as long as they are unused and in their original condition and packaging. Please email us first so we can confirm the return. Return postage for change-of-mind returns is paid by you, and the original postage cost isn't refunded.
Digital downloads
Because digital files can't be returned once they have been downloaded, we don't offer refunds for change of mind on digital downloads. This doesn't affect your rights under the Australian Consumer Law: if a file is faulty, won't open, is incomplete or isn't what was described, email us with your order number and we'll send a working file or give you a refund.
How to return an item
- Email hello@behaviourchangecompass.com with your order number and the item(s) you'd like to return.
- We'll reply with the return address and any instructions.
- Pack the item securely. We recommend a tracked postage service.
Refunds
Once we receive and check your return, we'll email you to confirm. Approved refunds are made to your original payment method, and usually appear within 5–10 business days depending on your bank.