SHIPPING POLICY

This Shipping Policy applies to orders placed through the WHITECAT online store. It should be read together with our Terms of Service and Return & Refund Policy. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law.

1. Where We Ship

·       Australia

If a particular product cannot be shipped to a destination because of product restrictions, manufacturer requirements, regulatory requirements or carrier limitations, this will be identified where reasonably practicable before purchase.

2. Dispatch Timeframes

Dispatch time depends on product availability:

·       In-stock items: normally dispatched within 2 business days of order confirmation and payment, or purchase order approval where applicable.

·       Made-to-order items: dispatched after the applicable production lead time, typically 4–6 weeks from order placement.

Business days are Monday to Friday, excluding public holidays in Queensland (AEST). Dispatch timeframes are estimates unless a specific timeframe has been expressly agreed in writing.

3. Delivery Timeframes

Delivery timeframes are estimates and generally begin from dispatch, not from the date the order is placed.

Australia

·       Metro: approximately 2–4 business days

·       Regional/Remote: approximately 4–7 business days

Delivery may take longer due to carrier network congestion, weather events, public holidays, customs processing, remote locations, or other circumstances outside our reasonable control.

If we are unable to supply goods that you have paid for within the agreed timeframe or, where no timeframe has been agreed, within a reasonable time, we will work with you to provide an appropriate solution in accordance with applicable law.

4. Shipping Costs

Shipping costs are calculated at checkout or quoted before dispatch, depending on the order. Charges may be based on:

·       delivery destination

·       weight and dimensions

·       delivery method or speed, where available

·       special handling or carrier requirements, where applicable.

Any applicable shipping charge will be disclosed before you complete your purchase.

5. Tracking

Tracking will be provided where available. Tracking details are normally sent once your order has been dispatched.

Tracking information is supplied by the carrier and may not update immediately after dispatch.

6. Authority to Leave, Signatures and Healthcare Facilities

Because WHITECAT supplies healthcare facilities and clinical environments, delivery requirements may vary by site.

·       Hospitals: unless otherwise arranged, deliveries are sent with no Authority to Leave and require signature on delivery or delivery to the nominated receiving dock/stores team.

·       Dental and other healthcare facilities: Authority to Leave may be available unless signature on delivery is requested or the delivery location requires a signature.

If you request or authorise Authority to Leave, the carrier may leave the parcel at the nominated location. For consumer purchases, however, responsibility for loss or damage during delivery remains governed by applicable law and is not transferred merely because Authority to Leave was selected.

7. Delivery Instructions

If your site has specific receiving requirements, such as loading dock access, restricted receiving hours, delivery notes, contact details or special delivery procedures, provide them at checkout or with your purchase order.

We will pass relevant instructions to the carrier where reasonably possible, but carrier compliance with site-specific instructions cannot be guaranteed.

8. Incorrect Address or Failed Delivery

Please check your delivery address carefully before completing your order.

If a parcel cannot be delivered because the address supplied is incorrect or incomplete, or because delivery is refused or repeated delivery attempts are unsuccessful, we may contact you to arrange re-delivery.

A reasonable re-delivery charge may apply where the additional delivery cost results from information or instructions supplied by the customer and the charge is permitted by law.

Where an order is cancelled or refunded, any deduction of return or re-delivery costs will only be made where permitted by law and the applicable terms of the transaction.

9. Split Shipments and Backorders

If an order contains multiple products, we may ship products separately depending on stock availability.

If an item is backordered or made to order, we will notify you of the expected lead time where reasonably practicable.

Where separate shipments are made because of our stock or fulfilment arrangements, we will not charge additional shipping for the split shipment unless that additional charge was clearly disclosed and agreed before purchase.

10. Made-to-Order Products and Cancellations

Made-to-order products may be cancelled within 15 days of order placement, subject to the terms of the order and the nature of the product.

After 15 days, cancellation may not be possible where production has commenced, materials have been specifically allocated, or the order has been scheduled for manufacture or supply.

Where WHITECAT agrees to a cancellation after production or procurement has commenced, reasonable costs already incurred may apply where permitted by law.

These provisions apply to voluntary cancellation or change-of-mind requests and do not limit any cancellation, refund or other remedy available under the Australian Consumer Law where the goods have a problem or WHITECAT cannot supply as required by law.

11. Damaged, Missing or Incorrect Items

If your order arrives damaged, contains missing items, or is not the product you ordered, please contact us as soon as reasonably practicable. Where possible, please contact us within 5 business days so we can investigate quickly.

Please provide:

·       your order number

·       photos of the outer packaging and the product, where practical

·       a brief description of the issue.

We will assess the issue and arrange the appropriate remedy in accordance with our Return & Refund Policy and applicable law.

A requirement to notify us within 5 business days is intended to help us investigate delivery issues and does not limit any consumer guarantee, statutory right or remedy that may apply.

12. Lost or Delayed Parcels

If tracking shows no movement or your parcel has not arrived within a reasonable timeframe after dispatch, contact info@whitecat.com.au.

We will investigate the delivery with the carrier where appropriate. Carrier investigation and claims processes may affect the time required to resolve the issue.

For purchases covered by the Australian Consumer Law, WHITECAT will provide the remedies required by law if goods are not supplied as required.

Unless otherwise agreed in writing, these charges are the customer's responsibility.

14. Events Outside Our Reasonable Control

Delivery may be delayed by events outside our reasonable control, including severe weather, natural disasters, transport disruption, industrial action, government restrictions, customs delays, carrier disruption, manufacturer or supplier delays, or other supply-chain events.

We will take reasonable steps to communicate material delays and provide updated delivery information where available.

Nothing in this clause limits rights or remedies that cannot lawfully be excluded.

15. Contact

WHITECAT

White Cat Co Pty Ltd | ABN 67 602 922 314

Email: info@whitecat.com.au

Phone: 0413 935 656

Customer Service: Monday to Friday, 9:00 am–5:00 pm AEST, excluding public holidays.

16. Important Australian Consumer Law Notice

Nothing in this Shipping Policy excludes, restricts or modifies the rights and remedies available under the Australian Consumer Law. Where WHITECAT cannot supply goods that a customer has paid for, or goods are not delivered as required by an applicable consumer guarantee, WHITECAT will provide the remedy required by law.

Last updated: 8 September 2026