Shipping policy
StreetGuard Security — Shipping Policy
Effective date: 19 April 2026 Last reviewed: 22 April 2026 Version: 1.1 Contact: support@streetguardsecurity.com
1. About this policy
This Shipping Policy explains how StreetGuard Security ("we", "us", "our") ships the products you purchase through streetguardsecurity.com (the "Website"). It forms part of our Terms of Service and should be read alongside our Refund Policy.
StreetGuard Security is a trading name. The operator of the Website and the entity you are contracting with may update as our business evolves. Current operator details are available on request by emailing support@streetguardsecurity.com.
2. Where we ship
We ship to delivery addresses in:
- Australia (all states and territories, including remote/regional)
- New Zealand (North Island and South Island)
We do not currently ship to any other country. Orders placed with a delivery address outside Australia or New Zealand will be cancelled and refunded.
3. Shipping cost
Standard shipping within Australia and New Zealand is free (included in the product price) unless stated otherwise at checkout. "Free shipping" means no separate shipping fee is charged at checkout; it does not mean there is no cost to us of delivering the item.
From time to time we may offer paid express, priority or signature-on-delivery upgrades at checkout. Where selected, the additional amount is non-refundable once the order has been dispatched.
4. Dispatch and handling times
We aim to dispatch orders within 1–3 business days of order confirmation. Business days are Monday to Friday, excluding QLD and national public holidays.
Orders placed on weekends or public holidays are treated as received on the next business day.
Dispatch may take longer during:
- peak sales events (e.g. Black Friday, Boxing Day, EOFY)
- new product launches
- carrier disruptions or network outages
- stock replenishment windows
Where we know in advance that dispatch will be delayed beyond 5 business days, we will email the address you provided at checkout.
5. Delivery times
Once an order is dispatched, indicative carrier delivery windows are:
| Origin | Destination | Standard (business days) |
|---|---|---|
| Australian warehouse | Australian metro | 2–5 |
| Australian warehouse | Australian regional | 3–8 |
| Australian warehouse | Australian remote | 5–12 |
| Australian warehouse | New Zealand | 5–10 |
| International warehouse | Australia (all regions) | 7–20 |
| International warehouse | New Zealand | 9–22 |
These windows are estimates only and are not guaranteed. Actual delivery times depend on the fulfilment origin (see Section 6), the carrier's network, your location, weather events, customs and biosecurity inspection, and other factors outside our control.
Estimated delivery times shown at checkout or in promotional material are provided for planning purposes. They are not a term of the contract.
6. Fulfilment locations
We fulfil orders from more than one location. Our preferred fulfilment origin is our Australian warehouse. However, stock levels move quickly, and the product you ordered may not always be in Australian stock at the time your order is processed.
When Australian stock is unavailable, or when using Australian stock would result in a materially longer delivery window, we will fulfil your order from our next fastest available location, which may include an international warehouse (currently, our factory partner in China).
Fulfilling from an international warehouse means:
- delivery timeframes are longer than Australian-origin delivery (see Section 5);
- the parcel is shipped directly to you as an international consignment;
- the parcel may be subject to customs clearance, biosecurity inspection, and — for shipments to New Zealand — NZ GST and duties (see Section 15);
- for shipments to Australia under the low-value threshold, GST is collected at checkout where required by Australian GST rules;
- tracking is provided where the international carrier supports it, but scan frequency and detail may be lower than domestic tracking.
We will not charge you extra shipping for an international-warehouse fulfilment. The product price and any shipping upgrade you selected at checkout remain the same.
Where we identify at the time of order processing that international-warehouse fulfilment will materially exceed the delivery window shown at checkout, we will email the address you provided so you can choose to wait, switch to an available alternative product, or cancel for a full refund before dispatch.
Your statutory rights under the Australian Consumer Law — including consumer guarantees as to acceptable quality, fitness for purpose, and reasonable delivery timeframes — apply regardless of which warehouse your order is fulfilled from.
7. Carriers
We dispatch through Australian, New Zealand and international carriers, which may include Australia Post, StarTrack, Aramex, Couriers Please, NZ Post, and international/cross-border carriers (for example YunExpress, 4PX, SF International, DHL eCommerce, or other third-party logistics providers). We reserve the right to change carriers at any time to maintain service standards. Where tracking is available, we will provide it.
8. Tracking
You will receive a dispatch confirmation email with a tracking number (where the carrier supports tracking) once your order leaves our fulfilment centre. Tracking scans are controlled by the carrier; delays between scans do not necessarily mean a parcel is lost.
9. Authority to leave / signature on delivery
Unless you select a signature-required shipping option at checkout (where offered), our default is Authority to Leave: the carrier may leave your parcel at the delivery address without obtaining a signature if the driver considers the location safe.
If you want a signature on delivery, you must:
- select a signature-required option at checkout (where offered); or
- contact support@streetguardsecurity.com before dispatch to request it, subject to availability and any price difference.
Where Authority to Leave applies and the parcel is marked by the carrier as "delivered", risk of loss passes to you at that point.
10. Address accuracy
You are responsible for providing a correct, complete and deliverable shipping address, including unit/lot numbers, delivery instructions, and a mobile number for SMS delivery notifications where required by the carrier.
If an order is:
- returned to us by the carrier as "unclaimed", "refused", or "incorrect address"; or
- delivered to the address you provided but to the wrong person because the address was incomplete or inaccurate,
then we may charge you the actual cost of re-delivery before dispatching a replacement. If you do not want a re-delivery, we will refund the product price less the reasonable cost to us of the failed delivery attempt and return postage.
We will contact you via the email address on the order before making any charge.
11. Damaged on arrival
If your parcel arrives visibly damaged, or the product inside is damaged, please:
- Take clear photos of the outer packaging and the product before discarding anything.
- Email support@streetguardsecurity.com within 7 days of delivery with your order number, the photos, and a short description.
We will arrange a replacement, refund or other remedy in line with our Refund Policy and your rights under the Australian Consumer Law.
12. Lost, missing or stuck parcels
If tracking shows no carrier movement for 10 consecutive business days after dispatch, contact support@streetguardsecurity.com. We will:
- lodge an investigation with the carrier (typically 3–10 business days);
- keep you updated via email; and
- once the carrier confirms the parcel is lost, send a replacement at no cost to you, or issue a refund if the product is out of stock.
Parcels marked "delivered" by the carrier but not received ("stolen porch" cases) are investigated on a case-by-case basis. Where Authority to Leave was used and the tracking confirms delivery to the correct address, the parcel is at your risk — however, we will still work with the carrier on a good-faith investigation and, where our assessment supports it, may offer a replacement.
13. Risk of loss and title
Unless a different outcome is required by the Australian Consumer Law, title to the products passes to you on full payment, and risk of loss passes to you when the carrier marks the parcel as delivered to the address you provided (or leaves it under Authority to Leave).
14. Cancellations and address changes after order
We move fast on dispatch. Once an order has been picked or dispatched, we generally cannot cancel it or change the delivery address. Contact support@streetguardsecurity.com as soon as possible and we will help where we can, but we cannot guarantee changes after order confirmation.
15. Customs, GST and duties
New Zealand deliveries. Shipments to New Zealand may be subject to GST, duties or fees collected by NZ Customs or the carrier at the border. Where orders to NZ are below the NZ low-value threshold, GST may be collected at checkout in accordance with NZ GST rules. Above the threshold, GST and duties may be collected at the border; those charges are your responsibility.
International-warehouse deliveries to Australia. Where your order is fulfilled from an international warehouse (see Section 6), Australian GST is collected at checkout where required under Australian low-value imported goods GST rules. Parcels may still be subject to inspection by the Australian Border Force or the Department of Agriculture, Fisheries and Forestry. Where clearance delays occur, we will work with the carrier to resolve them, but clearance times are outside our control.
We do not separately charge you for customs clearance handled by the carrier. Where a carrier levies a clearance or handling fee directly on the recipient, that fee is not something we collect or control.
16. Circumstances outside our control
We are not responsible for delays, loss or damage caused by events outside our reasonable control, including:
- carrier strikes, disruptions, or capacity shortages
- weather events, bushfires, floods, or other natural events
- customs or biosecurity processing
- pandemics or government-imposed restrictions
- incorrect delivery details supplied by you
- failed delivery attempts where the carrier could not access the address
This clause does not limit any non-excludable rights or remedies you have under the Australian Consumer Law.
17. Contact
Shipping questions, delivery issues, or investigation requests:
support@streetguardsecurity.com
We aim to respond within 1–3 business days.