Shipping & Returns
Shipping and Delivery Policy
At Stone Clean, we are committed to delivering your products promptly and efficiently. Our Shipping and Delivery Policy provides details on our shipping options, costs, and delivery timeframes to ensure a smooth experience.
Shipping Options and Costs
Standard Shipping
- Delivery Time: 5-7 business days
- Cost: $5.99 (Free for orders over $50)
Express Shipping
- Delivery Time: 2-3 business days
- Cost: $14.99
Next-Day Shipping
- Delivery Time: 1 business day
- Cost: $29.99
International Shipping
- Delivery Time: 10-15 business days
- Cost: Calculated at checkout based on destination and weight
- Customs and Duties: Customers are responsible for any applicable customs duties or taxes.
Order Processing
- Processing Time: Orders are processed within 1-2 business days. Orders placed after 3 PM AEST or on weekends/public holidays will be processed on the next business day.
- Order Confirmation: You will receive an email confirmation with your order details once your order is placed.
Delivery
- Tracking Information: Once your order has shipped, you will receive an email with your tracking number and a link to track your package.
- Delivery Attempts: Carriers will attempt delivery according to their standard procedures. If you are unavailable to receive the package, follow the carrier's instructions for rescheduling or pickup.
- Delivery Issues: For any delivery concerns, contact our customer service team at info@stoneclean.com.au.
Shipping Restrictions
- P.O. Boxes: We do not ship to P.O. Boxes. Please provide a physical address for delivery.
- Remote Locations: Delivery to remote locations may take longer than the standard delivery times.
Lost or Stolen Packages
Stone Clean is not responsible for lost or stolen packages. If your package is lost or stolen, please contact the shipping carrier directly with your tracking information. For additional assistance, reach out to our customer service team.
Order Modifications and Cancellations
- Order Modifications: To modify your order (e.g., shipping address, item quantity), contact us within 24 hours of placing your order at info@stoneclean.com.au.
- Order Cancellations: To cancel your order, contact us within 24 hours of placing it. We cannot guarantee cancellations after this period.
Contact Information
For any questions regarding our shipping and delivery policy, contact us at:
Stone Clean
- Email: info@stoneclean.com.au
Returns Policy
Stone Clean offers a 30-day return window, allowing you to return your item within 30 days of receipt.
Return Eligibility
To be eligible for a return, your item must be:
- In the same condition as received
- Unworn or unused, with tags
- In its original packaging
- Accompanied by the receipt or proof of purchase
To initiate a return, please contact us at info@stoneclean.com.au. Returns should be sent to: Unit 2/184 Gilmore Rd, Queanbeyan NSW 2620.
Once your return is accepted, we’ll provide a return shipping label and detailed instructions. Items returned without prior approval will not be accepted.
Damages and Issues
Inspect your order upon arrival and contact us immediately if you receive a defective or incorrect item. We will evaluate the issue and work to resolve it promptly.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (e.g., food, flowers, plants)
- Custom products (e.g., special orders, personalised items)
- Personal care items (e.g., beauty products)
- Hazardous materials, flammable liquids, or gases
Sale items and gift cards are also non-returnable. For questions about specific items, please contact us.
Exchanges
To exchange an item, return it and, once accepted, make a separate purchase for the new item.
Australian Consumer Law
Under Australian Consumer Law, you have the right to a refund or replacement for faulty or misdescribed goods. This policy does not affect your statutory rights.
Refunds
Upon receipt and inspection of your return, we will notify you about the approval status of your refund. Approved refunds will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to post the refund.
If more than 15 business days have passed since your return was approved, contact us at info@stonclean.com.a
Find the Right Solution for Your Stone
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Frequently Asked Questions
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What makes your products different from others on the market?
FILA Solutions products stand out due to their advanced formulations and commitment to quality. Designed to protect and enhance your stone surfaces, FILA products offer industry-leading performance that prolongs the beauty and durability of your stone. Backed by years of expertise, our products are tailored to meet the unique needs of your stone surfaces.
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How do you ensure the quality of your products?
Quality is at the core of FILA Solutions. Each product is meticulously tested and formulated to ensure maximum effectiveness and reliability. We partner with top suppliers and perform rigorous quality checks to maintain the highest standards in stone care solutions.
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Do you offer any guarantees or warranties on your products?
Yes, we offer guarantees on our products to ensure your satisfaction. For specific details about our warranties, please refer to the product descriptions or contact our customer service team.
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Are your products suitable for all types of stone?
FILA Solutions offers a versatile range of products suitable for various stone types, including marble, granite, travertine, and more. For personalised recommendations on which product is best for your stone surface, check the product descriptions or reach out to us for expert advice.