FAQs

• What is the return policy?
  
  We do not offer returns on change of mind. If there is an issue with your order, please contact us to discuss.
  
  
• What are the shipping options?
  
  There are a few options given at check out. Our preferred carrier is Couriers Please. If you would like to request a different carrier that is not listed, please contact us to discuss.
  
  
• When will I receive my order?
  
  Orders are processed in chronological order once they are paid. As we do not monitor bank statements daily, an order is not considered to be paid and will not be processed until a payment screenshot is sent through to the Facebook inbox. This does not apply to payments made with POLi. Orders typically arrive within 14 days. Due to courier delays. this can take longer. If your order is delayed, do not hesitate to contact us.
  
  
• What do I do if I never received my order?
  
  Please contact us immediately.
  
  
• What do I do if I received a defective order?
  
  Please contact us immediately.
  
  
• Where are you located?
  
  Details can be found here.
  
  
• How do I make sure I order the right size?
  
  We recommend ordering sheets cut down to the size of your bed or closest to. If your desired size is not listed or if you have any doubts, do not hesitate to contact us. 
  
  
• Do you allow pick up?
  
  Yes, pick up is welcome and encouraged!
  
  
• Is POLi a safe payment method?
  
  From our extensive research, POLi is one of the safest methods available for online transactions, safer than entering your credit card details into a website. POLi, Shopify and WAP do not see your credentials entered as they are all encrypted. If you do not wish to use POLi, you're welcome to do a manual payment via bank transfer.
  
  
• I placed an order but it's still in transit and past the ETA, what should I do?
  
  Unfortunately couriers are out of our control. We endeavour to process your order as quickly as possible but are sometimes let down by the couriers delivering to you. While the package is 'in transit', there isn't much that can be done apart from launching an investigation. Do not hesitate to contact us to begin that process.
  
  
• The package has arrived damaged, what should I do?
  
  If you've received your delivery and it looks to be damaged, before opening, please take photos from the exterior. Then open it up and take some more photos inside. The more photos, the better! Send the photos through to our Facebook inbox where we will discuss resolving the issue. This must be done within a 24h window to meet the courier's insurance criteria. 
  
  
• How should I store the acrylic and plywood?
  
  It's best to stack them horizontally on a flat shelf with weight on top. Keep out of direct sunlight, away from airflow and avoid moisture/humidity.
  
  
• Are your materials laser cuttable?
  
  Yes. Unless stated, all acrylic and plywood on our site is laser cuttable.
  
  
• I am trying to check out but have an error, what should I do?
  
  You are most likely trying to order a full or half sheet uncut to be posted. Unfortunately this exceeds courier limitations. You will need to either have the sheet cut down or contact us to discuss other options.
  
  
• Can I order full/half sheets uncut?
  
  Short answer is yes. Long answer is that full sheets uncut will need to be freighted as they exceed courier limitations. To freight full sheets, they will need to go to a commercial property (as freight trucks do not enter residential areas) and will require a forklift (as hand unloading is not allowed due to OH&S). If you would like to order full sheets, feel free to contact us to discuss. Half sheets can be freighted to a residential property but will require a tailgate truck. This typically works out to be more expensive than having the sheets cut down and couriered.
  
  
• What is cast acrylic?
  
  Cast acrylic, also known as perspex, is a type of plastic material that is known for its clarity, durability, and versatility. It is made by casting the material into a mould and then allowing it to cure, resulting in a final product that is hard and transparent/coloured. Clear cast acrylic has a number of useful properties, including the ability to be easily moulded into a wide range of shapes, cut and drilled easily, and painted or decorated as desired. It is commonly used in applications where durability are important, such as in the construction of windows, display cases, and other types of protective enclosures.
  Cast acrylic can be easily cut to size using a variety of tools and methods, including saws, laser cutters, and CNC routers. This makes it a popular material for custom projects and applications where precise dimensions are required. It is also relatively easy to drill holes and make other types of modifications to the material, allowing for a high degree of customisation and flexibility in its use.