Customer Support

We offer two delivery options across Australia:

• Standard Shipping: Estimated delivery within 7–14 business days.
• Express Shipping: Estimated delivery within 3–7 business days.
  

Delivery times may vary depending on your location and courier service.

Yes. We deliver to most locations across Australia using trusted courier and postal services. Shipping costs and available delivery options are calculated automatically at checkout.

Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number. You can use this tracking number to monitor your delivery's progress.

While we aim to deliver all orders within the estimated timeframes, occasional delays may occur due to weather, public holidays, or courier network demand. If your order hasn't arrived within the expected timeframe, please contact our Customer Support team and we'll be happy to assist.

Please inspect your order as soon as it arrives. If an item is damaged, incorrect, missing, or you need to request a return or refund, simply complete our Refund Request Form. Please include your order number and photos of the issue (where applicable) so we can resolve your request as quickly as possible.

We accept returns for eligible items in accordance with our Refund Policy and Australian Consumer Law. Before requesting a return, we recommend reviewing our Refund Policy to understand eligibility, conditions, and exclusions. You can view it here: https://massfabrications.com/policies/refund-policy.

To request a return, simply complete our Refund Request Form at https://massfabrications.com/pages/refund-request. Please provide your order number, details of the issue, and upload photos if your item is damaged, incorrect, or faulty. Our team will review your request and contact you with the next steps. You can also review our Refund Policy here: https://massfabrications.com/policies/refund-policy.

Change of mind returns may be accepted for selected products, provided they are unused, in their original condition, and returned with all original packaging. Approval is subject to the conditions outlined in our Refund Policy. Please review our Refund Policy before submitting your request: https://massfabrications.com/policies/refund-policy.

If a return is approved because the item is faulty, damaged, or incorrect, we'll advise you on the return process. For approved change of mind returns, customers are generally responsible for the cost of returning the item unless otherwise stated in our Refund Policy: https://massfabrications.com/policies/refund-policy.

Once your returned item has been received and inspected, we'll assess your request and notify you of the outcome. If your return is approved, refunds are typically processed within 10 business days using your original payment method. To submit a request, complete our Refund Request Form at https://massfabrications.com/pages/refund-request. For full details, please refer to our Refund Policy: https://massfabrications.com/policies/refund-policy.

Each product page includes detailed descriptions, specifications, dimensions, and key features to help you make an informed decision. If you're unsure which product best suits your needs, please contact our Customer Support team for assistance before placing your order.

We make every effort to ensure our product images and descriptions accurately represent the products we sell. However, actual colours and finishes may vary slightly depending on your screen settings and the manufacturing process.

If a product is temporarily out of stock, you may be able to sign up for a stock notification on the product page (where available). You can also contact our Customer Support team for information on expected restock dates or suitable alternative products.

Many of our products are covered by a manufacturer's warranty or are protected under Australian Consumer Law. Warranty coverage may vary by product, so please refer to the product page or contact our Customer Support team for specific warranty information.

If you've received an incorrect product, please complete our Refund Request Form as soon as possible: https://massfabrications.com/pages/refund-request. Include your order number and photos of the item received so we can investigate and arrange a replacement or refund where applicable. For more information, please see our Refund Policy: https://massfabrications.com/policies/refund-policy.

No. You can check out as a guest without creating an account. However, creating an account makes it easier to view your order history, manage your details, and enjoy a faster checkout experience.

You can sign up or sign in using your Shop account, Google account, or your email address. If you choose to sign in with your email address, we'll send a secure one-time verification code to your email—no password is required.

First, check your inbox, spam, or junk folder. If you still haven't received the verification code after a few minutes, request a new code from the sign-in page. If the problem continues, please contact our Customer Support team for assistance.

After signing in, you can manage your account details, view your order history, and update your saved information from your account dashboard at any time.

Yes. We take your privacy seriously and use secure technology to help protect your personal information. To learn more about how we collect, use, and safeguard your information, please read our Privacy Policy: https://massfabrications.com/policies/privacy-policy.