Shipping policy

Last updated: 19 May 2026

This Shipping Policy applies to purchases made from Kraken Xpedition Pty Ltd ABN 34 674 381 214 trading as Kraken Xpedition through our website, online store, B2B portal, quote process, invoice process, customer portal, or directly with us, unless a more specific written agreement applies.

This Policy applies to retail customers, online customers, Business Customers, B2B customers, OEM customers, trade customers, approved reseller customers, quote customers, credit account customers, purchase order customers, and customers receiving custom system design, build, programming, installation, configuration or support services.

For shipping, freight, delivery or dispatch enquiries, please contact:

Kraken Xpedition Pty Ltd
ABN: 34 674 381 214
PO Box 385 Browns Plains BC
QLD 4118 Australia
Email: sales@krakenxpedition.com.au
Website: krakenxpedition.com.au

1. Shipping Locations

We ship to addresses within Australia only.

We ship across Australia, including metro, regional, rural and remote areas where suitable freight services are available.

Some products may not be available for delivery to all Australian locations due to size, weight, carrier restrictions, freight availability, site access, product type, lithium battery or dangerous goods restrictions, remote access limitations, island delivery restrictions or other practical limitations.

We do not currently offer international shipping through our online store unless we expressly agree otherwise in writing.

2. Order Processing Times

In-stock standard items are usually dispatched within 1–3 business days after your order is placed and payment has been received.

Dispatch times may be longer for:

custom-made, personalised, fabricated, modified, configured, programmed or made-to-order products;
custom power systems and digital switching systems;
B2B, OEM, fleet, trade, project or special-order supply;
bulky, heavy, oversized, palletised or freight-only items;
lithium batteries or restricted freight items;
items requiring assembly, preparation, inspection, testing, programming, configuration or special packaging;
orders paid by bank transfer where cleared funds have not yet been received;
orders placed during sales, peak periods, public holidays, supplier delays or high-volume periods.

If your order includes multiple items, we may ship items together or separately depending on availability, product size, freight requirements, dangerous goods rules, dispatch timing and carrier suitability.

3. Custom Systems and Special-Order Lead Times

Custom work, made-to-order products, special-order products, custom power systems, digital switching systems, programmed kits, pre-wired kits, OEM systems and project-specific goods have separate lead times.

Any estimated lead time may be provided in a product listing, quote, invoice, order confirmation, project scope, email or written communication.

Lead times may depend on design approval, deposit payment, customer-supplied information, supplier availability, materials, production scheduling, programming, testing, installation scheduling, freight bookings and other operational factors.

Unless a quote states otherwise, custom power systems, digital switching systems and other custom goods require a 50% deposit before parts are ordered or production starts, with the remaining 50% payable before dispatch, collection or completion.

We will aim to keep you informed if we become aware of a material delay.

4. Shipping Costs

Shipping costs are calculated based on factors such as:

product size;
product weight;
order contents;
delivery address;
postcode and freight zone;
packaging requirements;
carrier availability;
bulky item classification;
lithium battery or restricted freight requirements;
residential or commercial delivery;
depot, forklift, unloading or site-access requirements; and
freight method.

Shipping charges will be shown at checkout where possible.

For some bulky, heavy, remote, rural, custom, B2B, OEM, trade, special-order, project or freight-only orders, shipping may need to be quoted separately before dispatch.

5. Free Shipping

Where free shipping is offered, it applies only to eligible orders, eligible products and eligible locations.

Unless expressly stated otherwise, free shipping does not apply to:

bulky, heavy, oversized, long-length, palletised or freight-only items;
lithium batteries or restricted freight items;
semi-rural, rural, remote, island or limited-service postcodes;
special-order, custom-made or project-specific items;
B2B, OEM, trade, wholesale or quoted project orders;
dangerous goods or restricted goods;
re-delivery, re-consignment, depot storage, tailgate, hand-unload, difficult-access or failed-delivery charges.

Any free-shipping exclusions or additional charges will be displayed at checkout where possible or communicated before dispatch where they apply.

6. Flat-rate Shipping and Packaging Consolidation

To help keep our prices and shipping options as competitive as possible, including flat-rate shipping options, we may:

unpack products;
remove cosmetic retail packaging;
consolidate multiple items into mixed cartons;
re-pack products into stronger or more efficient packaging;
split orders into multiple cartons or consignments; or
use alternative packaging suitable for freight.

We will take reasonable care to ensure items are securely packaged for transit.

Removing cosmetic packaging does not affect your rights under the Australian Consumer Law. If we remove original packaging before shipping, we will take that into account when assessing any later return request.

7. Bulky, Heavy and Freight-Only Items

Some products require courier, depot, pallet or specialist freight delivery.

Bulky, heavy or freight-only items may include products that are long, oversized, heavy, fragile, palletised, courier-classified as bulky, difficult to manually handle, or unsuitable for standard parcel networks.

For bulky or freight-only items, delivery may require:

a business or commercial delivery address;
forklift access;
unloading equipment;
depot collection;
a site contact available to receive delivery;
delivery instructions or access requirements;
tailgate delivery;
manual handling arrangements;
suitable access for courier, truck or freight vehicles;
additional delivery time.

Additional charges may apply for re-delivery, address changes, difficult access, failed delivery, storage, depot holding, residential delivery, tailgate delivery, hand unloading, waiting time, site restrictions or incorrect delivery information.

We may contact you after checkout if a freight quote, delivery method or delivery address needs to be confirmed before dispatch.

8. Lithium Batteries and Restricted Freight Items

Some products, including lithium batteries and certain electrical or power system products, may be subject to carrier restrictions, dangerous goods requirements, air freight restrictions, road freight requirements or special handling rules.

Where applicable, lithium batteries and restricted freight items may:

require specialist carriers;
be unavailable for certain delivery locations;
be unavailable for express or air freight;
require road freight only;
require additional packaging, labelling or documentation;
incur additional freight charges; or
require separate dispatch from other items.

We reserve the right to change the shipping method, obtain a separate freight quote, delay dispatch until a suitable carrier is available, or cancel and refund an order where we cannot lawfully or practically ship the item to the nominated address.

9. Delivery Estimates

Delivery timeframes are estimates only unless we expressly state in writing that a delivery date is guaranteed.

Estimated delivery times may be affected by carrier delays, weather, road closures, public holidays, remote locations, peak periods, supplier delays, freight network disruptions, dangerous goods restrictions, depot delays, incorrect delivery details, site access issues or other events outside our reasonable control.

If we become aware of a significant delay, we will aim to provide updated information as soon as reasonably possible.

10. Tracking

Where tracking is available, we will provide tracking details by email, SMS or customer portal update after dispatch.

Tracking updates are provided by the carrier and may take time to appear after the order has been collected or scanned.

For bulky, palletised, special freight, B2B, OEM or project orders, tracking information may be limited or provided manually.

11. Address Accuracy and Delivery Information

Please ensure your delivery details are complete and accurate before submitting your order.

You are responsible for providing the correct:

delivery name;
business name, where applicable;
delivery address;
unit, shed, warehouse or site number;
contact name;
phone number;
email address;
forklift or unloading information;
delivery instructions;
site access requirements;
commercial or residential delivery status; and
any delivery restrictions.

If an order is returned, delayed, re-routed, re-delivered, re-consigned or requires additional freight services because incorrect or incomplete details were provided, you may be responsible for any additional costs unless the issue was caused by Kraken Xpedition.

12. PO Boxes, Parcel Lockers, Depots and Restricted Addresses

Some products cannot be delivered to PO Boxes, parcel lockers, depots, residential addresses, remote locations, island locations or restricted-access sites due to size, weight, courier, lithium battery, dangerous goods or freight requirements.

If your order cannot be delivered to the address provided, we may contact you for an alternative address or provide another available freight option.

13. Authority to Leave

Authority to Leave may be available for some deliveries.

If you choose Authority to Leave or provide delivery instructions allowing the carrier to leave your parcel unattended, the carrier may leave the parcel at the nominated address without a signature.

To the extent permitted by law, delivery will be treated as completed when the carrier records the parcel as delivered to the nominated address.

We are not responsible for theft, loss or damage after delivery has been completed, unless required by law.

Authority to Leave may not be available for bulky freight, high-value orders, lithium batteries, restricted freight, B2B orders, OEM orders, project orders or other deliveries where a signature, site contact or proof of delivery is required.

14. Delivery, Freight and Risk

We may arrange delivery using third-party freight providers, couriers, postal services or specialist carriers.

For Business Customers, B2B customers, OEM customers, trade customers, credit account customers and purchase order customers, risk in goods passes to the customer when goods are delivered to the nominated delivery address, collected by the customer, collected by the customer’s carrier, or otherwise supplied in accordance with the applicable quote, invoice, customer application, trade account terms or written agreement.

For consumer orders, nothing in this section limits any rights or remedies you may have under the Australian Consumer Law.

15. Damaged, Missing, Lost or Delayed Deliveries

If your order arrives damaged, appears to be missing items, has missing cartons, contains incorrect items, or has not arrived within a reasonable time, contact us at sales@krakenxpedition.com.au with your order number and details of the issue.

For damaged deliveries, please keep the item, packaging, labels, cartons, pallet wrap and delivery paperwork so we can assess the issue and work with the carrier where needed.

If there is visible freight damage, missing cartons or incorrect items, please notify us as soon as possible and preferably within 24 hours of delivery.

A delay in notifying us may limit our ability to investigate with the freight provider, but it does not remove any rights you may have under the Australian Consumer Law.

If an order cannot be delivered, is lost in transit, is damaged in transit, or cannot be supplied within a promised or reasonable time, we will work with you to provide an appropriate solution, which may include replacement, re-delivery, refund, cancellation, carrier investigation or another remedy required by law.

16. Customer Collection

Where customer collection is approved by Kraken Xpedition, we will notify you when your order is ready for collection.

The customer may be required to provide identification, order confirmation, payment confirmation or written authority before goods are released.

Risk in goods collected by a customer, customer representative or customer-arranged carrier passes in accordance with the applicable law and any applicable quote, invoice, customer application, trade account terms or written agreement.

17. Business, B2B, OEM and Trade Customers

For Business Customers, B2B customers, OEM customers, trade customers, approved reseller customers, credit account customers and purchase order customers, this Policy should be read together with any applicable quote, invoice, customer application, trade account terms, credit account terms, project scope, B2B portal terms, OEM terms, reseller terms or written agreement.

If there is an inconsistency between this Policy and a more specific written quote, invoice, order confirmation, credit application, trade account approval, project scope, signed agreement or other written terms expressly accepted by Kraken Xpedition, the more specific document applies to the extent of the inconsistency.

Nothing in this section limits any rights or remedies that cannot be excluded under the Australian Consumer Law or other applicable law.

18. Contact

For shipping, delivery, tracking, freight, dispatch or damaged-order enquiries, contact: