Shipping & delivery

Where we ship

We currently ship physical products within Australia.

International shipping is not currently available through our website. Customers outside Australia should contact sales@launchlabeducation.com.au before placing an order.

A product may have delivery restrictions because of its size, weight, destination, availability or applicable transport requirements. If a restriction affects an order, we will contact you using the email address supplied at checkout.

Order processing and acceptance

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 time is separate from the carrier’s delivery time.

Processing may take longer during sales, product launches, public holidays, peak periods or unexpected disruptions. We will contact you if we expect a significant delay.

An automated confirmation acknowledges that we received your order. Before accepting or dispatching it, we may need to verify:

• payment and stock availability;
• the delivery address and shipping eligibility;
• pricing or delivery calculations; or
• applicable transport restrictions.

If we cannot accept or complete an order, we will contact you and refund any amount already paid for the affected product or order.

Launch Site Pickup – Blanchetown

Where offered at checkout, eligible customers may select Launch Site Pickup – Blanchetown instead of delivery. Pickup is available only at selected South Australian Rocketry Club (SARC) launch events held at Blanchetown, South Australia.

Pickup date and order cutoff

Unless stated otherwise, an eligible pickup order will be prepared for the next scheduled SARC Blanchetown launch following the cutoff time.

Orders must be placed by 5:00 pm South Australian time, at least one full business day before the scheduled launch. For example, for a Saturday launch, the normal cutoff is 5:00 pm Thursday. An order placed on Friday would be prepared for the following scheduled launch.

We may nominate an earlier cutoff for a particular launch because of stock, preparation or operational requirements. Any different cutoff will be communicated where applicable.

Schedules, postponements and cancellations

Launch Site Pickup follows the published SARC schedule. Customers should check the South Australian Rocketry Club events page for current dates, Go/No-Go information, postponements and cancellations.

• If a launch is postponed, the pickup will automatically move to the postponed launch date.
• If a launch is cancelled, the pickup will automatically move to the next SARC Blanchetown launch unless we arrange another option with you.
• If LaunchLab Education cannot attend the launch at which collection was due, we will contact you to arrange a future launch or another available fulfilment option.

LaunchLab Education does not control SARC scheduling, weather decisions, postponements, cancellations or site access.

Collecting an order

Bring your order confirmation or order number. We may ask for the order name or other reasonable information or identification to make sure the order is released to the correct person.

If another person will collect for you, contact us beforehand where possible. Customers remain responsible for SARC requirements relating to attendance, event registration, entry and site access.

If you cannot attend

Email sales@launchlabeducation.com.au as soon as possible and put your order number in the subject line. Unless another arrangement is made, the order will be held for the next scheduled Blanchetown launch; you do not need to order again.

If an order is missed across multiple launches, we may contact you to arrange collection or delivery. Orders cannot be stored indefinitely and will be managed in accordance with applicable law if we cannot reach an arrangement after a reasonable period.

Changing the fulfilment method

To change a pickup order to delivery, email us with the order number. Where delivery is available, the delivery charge will be calculated from the address, parcel size, weight, contents and available method. It must be paid before dispatch, and additional processing time may apply.

An order submitted using a delivery option cannot be changed to Launch Site Pickup after submission. Please select the preferred method carefully at checkout.

Pickup availability

Pickup may be restricted, changed or temporarily unavailable because of:

• product size, weight, stock or preparation requirements;
• LaunchLab Education’s event attendance;
• site, operational or transport restrictions;
• weather or event changes; or
• other circumstances outside our reasonable control.

If the selected pickup option cannot be fulfilled, we will contact you to arrange an available alternative.

Shipping costs

Shipping is calculated at checkout using the delivery address, parcel size, weight, contents and selected method. Charges are shown in Australian dollars and include GST where applicable.

If a charge is incorrect because of a website, product-data or carrier error, we will contact you before dispatch. You may pay the corrected amount, select another available method, or cancel the affected order for a refund.

Delivery timeframes and express shipping

Delivery estimates begin after dispatch and depend on the destination, selected service and carrier network. Regional, rural and remote delivery may take longer than metropolitan delivery.

Delivery can also be affected by:

• public holidays and peak periods;
• weather, natural events or transport disruption;
• incorrect or incomplete addresses;
• property or site access issues; or
• other circumstances outside our reasonable control.

A timeframe displayed on the website, at checkout, in an email or by a carrier is an estimate unless expressly stated otherwise. If an order is not supplied by an expressly agreed date or otherwise within a reasonable time, we will work with you to provide an appropriate solution under applicable law, which may include replacement or refund depending on the circumstances.

Tracking and delivery updates

Where tracking is available, we will send it to the email address supplied with the order. Tracking may take time to appear or update after dispatch, so please also check your junk or spam folder for the dispatch message.

Please monitor tracking and respond to reasonable carrier requests relating to delivery, collection or redelivery. Accurate contact and delivery details help prevent delays.

Delivery addresses and managed locations

Please check all delivery details before submitting an order. Include:

• the recipient’s full name;
• unit, apartment, building, business, department, school or class details where relevant;
• the complete street address, suburb, state or territory and postcode; and
• an accurate email address and any other contact information requested at checkout.

We cannot guarantee that an address can be changed after submission. Contact us immediately if you notice an error. If dispatch has already occurred, redirection, correction or redelivery may need to be arranged with the carrier and may involve additional charges.

Businesses, schools and managed buildings

For delivery to a workplace, school, university, apartment building, reception, mailroom, concierge or parcel room, the carrier may record delivery when the parcel is accepted by a person or location that reasonably appears authorised to receive it.

Make sure the location accepts deliveries and the recipient knows to expect the parcel. Subject to applicable law and the evidence of delivery, internal handling after acceptance is normally the responsibility of the recipient or organisation.

Split deliveries

An order may be sent in more than one parcel because of availability, size, weight, fulfilment requirements or carrier restrictions. Separate tracking will be supplied where available.

You will not be charged additional shipping for a split delivery unless it was clearly agreed before dispatch. Before reporting an item missing, please check whether another parcel remains in transit.

Pre-orders, made-to-order and personalised products

Pre-order, made-to-order, custom and personalised products may need longer processing. An estimated production or dispatch timeframe will be shown on the product page where possible and is an estimate unless expressly guaranteed.

We will contact you if the expected timeframe changes significantly. Change-of-mind cancellation may not be available after production of a custom or personalised product has started, without limiting any rights under the Australian Consumer Law.

Delayed or lost parcels

A parcel is not necessarily lost because it is late, its tracking has not recently updated or it has followed an unexpected route. Please allow the carrier’s stated delay period or another reasonable period for delivery.

Contact us when:

• the parcel is significantly past its 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 other people at the property, complete a non-receipt declaration or supply information required by the carrier.

If the carrier confirms loss, or the available evidence shows the parcel was not properly delivered, we will provide an appropriate solution in accordance with the Australian Consumer Law and our Refunds & Returns Policy.

Returned, refused or unclaimed parcels

A parcel may be returned when:

• the address is incorrect, incomplete or inaccessible;
• the recipient refuses delivery or does not collect it 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 for a reason not caused by LaunchLab Education, we may require payment of the reasonable additional delivery or carrier costs we actually incur before resending it. Any amount will be explained before redelivery.

If you no longer want the returned order, the request will be considered under our Refunds & Returns Policy and the Australian Consumer Law.

Fraud and delivery investigations

To protect customers and our business, we may investigate suspected payment fraud, account misuse, false or repeated non-delivery claims, address manipulation or unauthorised redirection.

We may request reasonable identity, payment, address or non-receipt information before dispatch or while completing an investigation. We may decline future orders where there is a significant payment, fraud or delivery risk. This does not affect a remedy lawfully owed for an existing order.

Contact us

For shipping, delivery or pickup enquiries, contact:

LaunchLab Education
sales@launchlabeducation.com.au

Please include your order number in all order-related enquiries.