Ordering, Payment & Shipping Process

Due to the nature of our business, we operate under strict protocols to ensure security, efficiency, and traceability.

How to Place an Order

We follow a clear and straightforward process:

Step 1: Submit your job details via the Get a Quote page to receive a quote and lead time.

Step 2: (if supplying wax models):

Preferred (fastest): Post your waxes to our PO Box < (details provided upon quote approval).
Alternative (slower): Drop off your waxes at our Sydney CBD office (by appointment only).

Step 3: Once casting is complete, you will be invoiced on the same day.

Payment must be made via bank transfer/direct deposit.
Funds must clear into our account before collection or shipping can occur.

Step 4: Once payment is confirmed cleared, you may collect your castings from our CBD office the following business day by appointment only, (or they will be posted to you if indicated you require postage when submitting your quote).

Please keep in mind, if you require us to 3D wax print for you, ensure your STL files meet our technical standards before you upload them for quoting.

Facility & Office Access

All manufacturing is conducted in our large-scale, secure facility in suburban Sydney. Our facility is not open to the public. No pickups, drop-offs or postal deliveries can be made directly to the manufacturing facility. Our Sydney CBD office is strictly by appointment only for drop-offs and collections. This is because the office is not always staffed Monday to Friday, 9am - 5pm.

Shipping Policy

All castings are shipped via Australia Post Express, with signature on delivery and insurance coverage up to $5,000 per parcel. We do not offer regular post, non-signed delivery, or uninsured shipping under any circumstances.

If your casting order is valued at $2,500, it will be shipped as one parcel with $2,500 in insurance. For orders exceeding $5,000, the shipment will be divided into multiple parcels, each insured separately (e.g. a $5,500 order will be sent in two insured shipments).

Shipping Costs:

Single parcel: $20 + GST, includes signature on delivery.
Insurance: $15 + GST per $1,000 of insured value (rounded up).
Example: A $1,500 parcel is insured at $2,000, costing $30 + GST for insurance & $20 + GST for the shipping with signature on delivery, total cost for shipping = $50 + GST.

Non-Negotiable Shipping Terms:

We do not ship without insurance or signature on delivery. No exceptions.
We do not ship to PO Boxes, GPO Boxes, Locked Bags, Parcel Lockers, or collection points.
All deliveries must be to a physical address where someone is present to sign for the parcel.

We implement these measures to ensure the integrity and traceability of all shipments. We are not in the business of chasing parcels or entertaining disputes arising from uninsured deliveries.

Payment Terms

Payments Terms & Conditions are non-negotiable:

1. All payments must be fully cleared into our bank account before goods are released. Remittance screenshots are not accepted as proof of payment.

2. For medium to high-volume clients, prepayment of the metal portion is required before production begins. Goods will not be released until the remaining balance (printing, casting, and processing fees) is paid in full and cleared.

3. Cancellations and refunds (medium- to high-volume clients): Once production has commenced, including printing, casting, or metal procurement, no refunds or credits will be issued under any circumstances, including change of mind. We strongly advise confirming all job details in writing prior to payment.

4. We do not offer trade credit, net terms, credit card over the phone or in office, Pay ID, PayPal, cash or any alternative methods such as buy now pay later. When we buy our precious metals daily, bullion suppliers don't give us credit, we have to pay them upfront before they will release the metals to us, we are no different to them in how we invoice.

5. All castings and invoices are final, we do not offer refund or exchanges as the nature of printing and casting is custom made to order for clients. Refunds or credits can only be issued if castings are deemed faulty by us (ie porosity). Refunds or credits will not be issued until castings are back in our hands first for assesment.