Ordering

Whilst all efforts are made to ensure accuracy of product descriptions, specifications and pricing there may be occasions where errors arise. Should such a situation occur The SUP Desk cannot accept your order. In the event of a mistake you will be contacted with a full explanation and a corrected offer. The information displayed is considered as an invitation not as a confirmed offer for sale. The contract is confirmed upon supply of goods.

Given the popularity and/or supply constraints of some of our products, The SUP Desk may have to limit the number of products available for purchase. The SUP Desk reserves the right to change quantities available for purchase at any time, even after you place an order.

Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.

How and in what conditions can customers cancel paid/processing orders?

In general, The Stand Up Portable Desk can usually accept requests for cancellation of paid orders up to the working day on which the order enters the status “processing”. Customers can request cancellation of orders by phone or email quoting their order number and providing a clear explanation for this request. Any processing order cancellation must be properly justified as it is a standard business practice.

When is it too late to cancel a paid order?

Orders that have been dispatched with a tracking number cannot be cancelled/ reimbursed. If you can see “Order is Sent Out”, and “Pending cancellation”  in your account, it is impossible to cancel your order.

In what cases may The Stand Up Portable Desk charge a restocking fee?

If a customer requests cancellation of an order after the order is in processing (i.e. goods checking, processing and packing) in our warehouse The Stand Up Portable Desk reserves the right to charge a restocking fee, deducted from the resultant refund or credit. In fact in most cases we will not charge this fee, because we are nice people.

Below are the cases where The Stand Up Portable Desk may charge a restocking fee:

• If an apparently bona fide order has been placed, and has entered processing in our warehouse, The Stand Up Portable Desk does reserve the right to charge a restocking fee up to 30% of the value of the goods, at our discretion.
• If a customer cancels several processing orders all at the same time
• If the order is above $1000.
• If the customer already cancelled several orders within the same month.
• Additional charges may be deducted from refunds in cases where goods have been shipped overseas and are returned for reasons beyond The Stand Up Portable Desk’s control, and where as a result The Stand Up Portable Desk incurs return shipping charges and Australia import duties and taxes, as well as further domestic shipping expenses.

How does The Stand Up Portable Desk offer refunds to customers for cancelled orders?

The following general conditions apply to refunds made by The Stand Up Portable Desk:

• Your Stand Up Desk Account will be credited with the amount for future purchases.
• Direct Credit Card refund is exceptional and at our discretion, for more information please contact us

Shipping and Delivery

Shipping times displayed on The SUP Desk refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your order can be impacted by many events beyond The SUP Desk’s control once it leaves our facilities, we suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, that they order their items well in advance. The SUP Desk cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.

In the event that your package has a shipping issue, The SUP Desk will send you a replacement package free of charge. If the item is no longer in stock, we will offer you a refund option.

The SUP Desk provides information via banners on our site that provide details of shipping delays due to the Christmas peak season, and encourages customers to order in advance. We can therefore not be held responsible if a customer does not receive their order in time for Christmas.

There may be occasions when The SUP Desk confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered in a timely fashion, The SUP Desk will contact customers and offer to cancel the order and refund the purchase cost in full.

We try to make the delivery process as simple as possible and we are able to send your order either to you home or to your work place. Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas and Easter, please allow extra delivery time. During those special occasions, we will provide notices to reflect possible delays.

Customers are responsible for providing complete and accurate shipping addresses. The SUP Desk cannot make changes to your shipping address once a package has been shipped, and The SUP Desk is not liable for packages lost due to incomplete or inaccurate addresses.

The SUP Desk cannot be held responsible for any package that does not make it through the local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. We can also not be held responsible for any import tax that may occur and it is the customers sole responsibility to pay this fee, if any. This does not apply to the wooden Stand Up Desks.

Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.

All orders reported as “delivered” by shipping companies are considered delivered. The SUP Desk cannot be made liable of non-delivery in this case.

If a delivery fails for any reason and the address sent to was the correct address as provided by the customer, The SUP Desk cannot be held liable if a package is returned to us.

Whatever the customer orders is what we ship. We can not be held liable for the customer receiving the wrong item if they placed the wrong order.

All non-receipt of orders must be reported within 3 months from the date we ship the item to you. This applies for flat rate shipping, priority mail and standard shipping methods. All expedited delivery issues must also be reported within 3 months from the shipment date. After this time we will no longer be able to investigate and no compensation will be offered. Please note that this policy does not apply to packages sent via expedited shipping methods that are shown as delivered on the shipping company’s tracking website.

Product Descriptions

While we try in good faith to be as accurate as possible, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error free. From time to time there may be information on The SUP Desk that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability.

We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. If a key product specification is changed after you place an order or within seven days of delivery, you can cancel and return the order for a full refund.

Prices

Prices and availability of items are subject to change without notice. The prices do not include import tax and duties, should your package become examined and deemed taxable by your local customs. Payment of these is the responsibility of the buyer.

Customer Conduct

Although The SUP Desk will always strive to resolve issues to the satisfaction of the customer in a professional, courteous and friendly fashion, we will not tolerate any unacceptable or unreasonable behaviour towards our Customer Service Team members.

Unacceptable behaviour directed towards Customer Service staff or The SUP Desk may, for example, include any of the following:

Aggressive, abusive and threatening behaviour. Examples include: any and all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic, or derogatory remarks; rudeness; inflammatory statements; swearing; and unsubstantiated allegations.

Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.

Asking, expecting or demanding staff to breach established company policy guidelines, e.g. refund amount, time lines, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of our own policies and procedures.

Repeatedly changing the nature (or focus) of a complaint or the desired outcome, part way, after a formal response has been provided.

Excessive number of complaints compared to the total purchase value history.

For such behaviour, complainants may be advised and formally notified of the following:

Their language is considered offensive, abusive, threatening, and wholly unacceptable.

They must refrain from using such language, intimidation, and threats.

There will be no further exchange of correspondence on the matter if they persist with this behaviour.

The SUP Desk reserves the right to no longer accept orders from the customer in the future without further notice.

How and in what conditions can customers cancel paid/processing orders?

In general, The Stand Up Portable Desk can usually accept requests for cancellation of paid orders up to the working day on which the order enters the status “processing”. Customers can request cancellation of orders by phone or email quoting their order number and providing a clear explanation for this request. Any processing order cancellation must be properly justified as it is a standard business practice.

When is it too late to cancel a paid order?

Orders that have been dispatched with a tracking number cannot be cancelled/ reimbursed. If you can see “Order is Sent Out”, and “Pending cancelation”  in your account, it is impossible to cancel your order.

In what cases may The Stand Up Portable Desk charge a restocking fee?

If a customer requests cancellation of an order after the order is in processing (i.e. goods checking, processing and packing) in our warehouse The Stand Up Portable Desk reserves the right to charge a restocking fee, deducted from the resultant refund or credit. In fact in most cases we will not charge this fee, because we are nice people.

Below are the cases where The Stand Up Portable Desk may charge a restocking fee:

• If an apparently bona fide order has been placed, and has entered processing in our warehouse, The Stand Up Portable Desk does reserve the right to charge a restocking fee up to 30% of the value of the goods, at our discretion.
• If a customer cancels several processing orders all at the same time
• If the order is above $1000.
• If the customer already cancelled several orders within the same month.
• Additional charges may be deducted from refunds in cases where goods have been shipped overseas and are returned for reasons beyond The Stand Up Portable Desk’s control, and where as a result The Stand Up Portable Desk incurs return shipping charges and Australia import duties and taxes, as well as further domestic shipping expenses.

How does The Stand Up Portable Desk offer refunds to customers for cancelled orders?

The following general conditions apply to refunds made by The Stand Up Portable Desk:

• Your Stand Up Desk Account will be credited with the amount for future purchases.
• Direct Credit Card refund is exceptional and at our discretion, for more information please contact us