At LaunchLab Education (“LaunchLab Education”, “we”, “our”, “us”), we want your order to arrive safely and as smoothly as possible. This policy explains how we process, ship, and deliver physical products purchased through our website.
It should be read alongside our Terms and Conditions and Returns and Refunds Policy. Nothing in this policy limits any rights you may have under the Australian Consumer Law.
- Where we ship
We currently ship physical products within Australia.
International shipping is not currently available through our website. Customers outside Australia are encouraged to contact us at sales@launchlabeducation.com.au before placing an order.
Some products may have shipping restrictions due to their size, weight, destination, availability or applicable transport requirements. Where this applies, we will contact you as soon as possible after your order is placed.
- Order processing
Orders are generally processed and dispatched within 2–5 business days after payment has cleared.
Business days are Monday to Friday, excluding South Australian public holidays.
Processing times may be longer during sales, product launches, public holidays, peak periods or unexpected disruptions. We will contact you via the email address provided with your order if we expect a significant delay.
Processing time is separate from the carrier’s delivery time.
- Order confirmation and acceptance
An automated order confirmation means we have received your order, but it does not always mean the order has been accepted.
Before dispatch, we may need to confirm:
- payment;
- stock availability;
- the delivery address;
- shipping eligibility;
- pricing or shipping calculations; or
- any applicable transport restrictions.
If we are unable to accept or complete your order, we will contact you via the email provided with your order.
- Launch Site Pickup – Blanchetown
Where available at checkout, customers may select Launch Site Pickup – Blanchetown as an alternative to delivery.
Launch Site Pickup is provided at selected South Australian Rocketry Club (SARC) launch events held at Blanchetown, South Australia. Blanchetown is not a permanent LaunchLab Education retail or collection location, and orders cannot be collected from the launch site outside a scheduled launch event.
4.1 Pickup date
Unless otherwise stated, an order placed using Launch Site Pickup will be prepared for collection at the next scheduled SARC Blanchetown launch following the order cutoff time.
Orders must be placed by 5:00pm South Australian time, at least one full business day before the scheduled launch to be eligible for collection at that launch (e.g. where a launch is scheduled for Saturday, the order must be placed by 5pm Thursday. An order placed on Friday would instead be prepared for collection at the following scheduled launch.)
LaunchLab Education may nominate an earlier cutoff for a particular launch where required due to stock availability, preparation requirements or operational circumstances. Any different cutoff will be communicated where applicable.
4.2 Launch schedule, postponements and cancellations
Launch Site Pickup follows the published South Australian Rocketry Club launch schedule. Customers should check the South Australian Rocketry Club Events page for current launch dates, Go/No-Go information, cancellations, and postponements.
If a scheduled launch is postponed, your pickup will automatically move to the postponed launch date.
If a scheduled launch is cancelled, your pickup will automatically move to the next SARC Blanchetown launch unless we contact you to arrange otherwise.
LaunchLab Education does not control SARC launch scheduling, weather decisions, cancellations, postponements or access to the launch site.
If LaunchLab Education is unable to attend a scheduled launch at which your order was due to be collected, we will contact you using the email address provided with your order and arrange collection at a future launch or another available fulfilment option.
4.3 Collecting your order
Customers should bring their order confirmation or order number when collecting an order. We may also ask for the name associated with the order or other reasonable information/identification to confirm that the order is being provided to the correct person.
If someone else will collect an order on your behalf, please contact us beforehand where possible so we can note this against your order.
Orders are only available for collection while LaunchLab Education is present at the applicable launch event. Customers remain responsible for any SARC requirements relating to attendance, site access, event registration, or entry.
4.4 If you cannot attend the launch
If you are unable to attend the launch at which your order is due to be collected, please email sales@launchlabeducation.com.au as soon as possible and include your order number in the subject line.
Unless another arrangement is made, your order will be held for collection at the next scheduled Blanchetown launch. You do not need to place a new order.
4.5 Missed or uncollected orders
If an order is not collected at the scheduled launch, we will normally hold it for collection at the next scheduled Blanchetown launch. If an order remains uncollected across multiple launches, we may contact you to confirm how you would like to receive your order.
Orders will not be stored indefinitely. Where an order remains uncollected for an extended period and we have been unable to arrange collection or delivery with you, the order may be treated as unclaimed goods and managed in accordance with applicable South Australian law.
4.6 Changing from pickup to delivery
If you selected Launch Site Pickup but would prefer to have your order delivered, please email sales@launchlabeducation.com.au and include your order number.
Where delivery is available, we will calculate the applicable shipping charge based on the delivery address, parcel size, weight, contents and available shipping method. The shipping charge must be paid before the order is dispatched. Changing to delivery may result in additional processing time.
4.7 Changing from delivery to pickup
Orders placed using a delivery option cannot be changed to Launch Site Pickup after the order has been submitted. Please make sure you select your preferred fulfilment method carefully at checkout.
4.8 Pickup availability
Launch Site Pickup may not be available for every product, order or launch. We may restrict or temporarily remove this option because of:
- product size or weight;
- stock availability;
- preparation requirements;
- launch attendance;
- site or operational restrictions;
- weather or event changes; or
- other circumstances outside our reasonable control.
Where we are unable to fulfil an order using the selected pickup option, we will contact you to arrange an alternative.
- Shipping costs
Shipping costs are calculated at checkout based on the delivery address, parcel size, weight, contents, and selected shipping method.
All prices and shipping charges are shown in Australian dollars and include GST where applicable.
If a shipping charge has been calculated incorrectly because of a website, product-data, or carrier error, we will contact you before dispatch. You may choose to pay the corrected amount, select another shipping option, or cancel the affected order for a refund.
- Delivery timeframes
Delivery estimates begin once your order has been dispatched.
Delivery times depend on your location, the selected shipping service, and the carrier’s network. Regional, rural and remote deliveries may take longer than metropolitan deliveries.
Delivery may also be affected by:
- public holidays
- peak periods
- weather or natural events
- transport or carrier disruptions
- incorrect or incomplete addresses
- access issues
- circumstances outside our reasonable control
Any timeframe shown on our website, at checkout, in an email or by a carrier is an estimate unless we expressly state otherwise.
We will take reasonable steps to assist where an order is significantly delayed or is not delivered within a reasonable timeframe.
- Express shipping
Express shipping refers to the carrier’s delivery service after dispatch.
It does not reduce our normal order-processing, production or packing time unless we expressly state otherwise.
- Tracking
Where tracking is available, we will send it to the email address provided with your order.
Tracking information may take some time to appear or update after dispatch.
Please check your junk or spam folder if you have not received your dispatch email.
You are responsible for monitoring tracking updates and responding to any carrier requests relating to delivery, collection or redelivery.
It is your responsibility to provide an accurate email address and delivery address at checkout.
- Delivery address requirements
Please check your delivery details carefully before submitting your order.
Your address should include:
- the recipient’s full name
- unit, apartment, building or business details where relevant
- street address
- suburb
- state or territory
- postcode
- email address
- contact phone number where requested.
We are not responsible for delays or failed deliveries caused by incorrect, incomplete or outdated information supplied with the order.
We cannot guarantee that address changes can be made after an order has been placed. Contact us as soon as possible if you notice an error, and we will do our best to assist before the order is dispatched.
If an order has already been dispatched, any redirection, address correction or re-delivery request may need to be arranged directly with the carrier.
- Businesses, schools and managed buildings
For deliveries to a workplace, school, university, apartment building, reception area, mailroom, concierge or parcel room, delivery may be completed when the parcel is accepted by a person or location that appears authorised to receive it.
Please make sure:
- the location accepts deliveries;
- the recipient’s full name is included;
- any relevant business, department, school or class information is provided; and
- the recipient knows to expect the parcel.
Once a parcel has been accepted at the nominated location, responsibility for its internal handling passes to the recipient or organisation.
- Split deliveries
We may send an order in more than one parcel because of item availability, parcel size, weight, fulfilment requirements or carrier restrictions.
Where this occurs, we will provide separate tracking information where available. You will not be charged additional shipping costs unless this has been clearly agreed with you before dispatch.
Before reporting an item as missing, please check whether another parcel is still in transit.
- Pre-orders, made-to-order and personalised products
Pre-order, made-to-order, custom, and personalised products may have longer processing times.
The estimated production or dispatch timeframe will be shown on the product page where possible. These timeframes are estimates unless we expressly state that a date is guaranteed. If a timeframe changes significantly, we will contact you.
Change-of-mind cancellation may not be available once production of a custom or personalised product has started.
- Delayed or lost parcels
A parcel is not necessarily lost because it is late, tracking has not recently updated, or it has followed an unexpected route.
If the parcel is delayed, please allow the carrier’s stated delay period or a reasonable additional period for delivery.
Contact us if:
- the parcel is significantly past the estimated delivery window;
- tracking has not updated for an extended period;
- the carrier asks you to contact the sender; or
- the parcel appears to be lost.
We may ask you to confirm the address, check with others at the property, complete a non-receipt declaration or provide information required by the carrier.
If the carrier confirms the parcel is lost, or the evidence shows it was not properly delivered, we will provide an appropriate remedy in line with the Australian Consumer Law and our Returns and Refunds Policy.
- Returned, refused or unclaimed parcels
A parcel may be returned to us if:
- the address is incorrect or incomplete;
- the premises cannot be accessed;
- the recipient refuses delivery;
- the parcel is not collected in time;
- the recipient does not respond to the carrier;
- the carrier cannot safely leave the parcel; or
- the parcel is otherwise undeliverable.
If a parcel is returned to us for reasons not caused by LaunchLab Education, we may ask you to pay the additional shipping cost, admin fee, and any other reasonable carrier charge caused by the failed delivery before it is resent.
If you no longer wish to receive the order after it is returned to us, any return or refund request will be assessed under our Returns & Refunds Policy.
- Fraud and delivery investigations
To protect our customers and business, we may investigate suspected payment fraud, account misuse, false non-delivery claims, repeated missing-parcel claims, address manipulation, or unauthorised redirection.
We may request reasonable identity, payment, address, or non-receipt information before dispatching an order or completing an investigation. We may also decline future orders where there is a significant payment, fraud or delivery risk.
This does not affect any remedy lawfully owed for an existing order.
- Contact us
For shipping and delivery enquiries, please contact:
LaunchLab Education
Email: sales@launchlabeducation.com.au
Location: Adelaide, South Australia, Australia
Please include your order number in all order-related enquiries.