Market Australia employs a “Freight Sharing” method so that all UnFranchise® Owners will share charges fairly, no matter where they are located, what location the product is being shipped from or the weight of the product.
Standard Shipping Rates: All UnFranchise Owners pay a flat shipping fee for each product order. There is no shipping fee for pickup orders. Exceptions to this section may apply, including but not limited to shipping or handling fees related to other items such as event tickets purchases, promotional marketing materials or samples, which are not included in this rule and may be charged separately.
Once an order is received, it is generally processed and invoiced within 24 hours.
(A) Process Time: Once the invoice is generated, products or orders being sent from Market Australia are normally shipped within 72 hours. Normal shipping time is three to six working days, depending on the destination (this does not include weekends or holidays).
(B) Direct Debit/Auto Bank Draft UnFranchise AutoShip: Each week, all Bank Draft UnFranchise AutoShip orders will be held until the Friday of that week before generating invoices in an attempt to verify if funds are available. Any Bank Draft UnFranchise AutoShip orders that come back from the bank as NSF by Friday of the pull week will result in the following:
(1) The individual UnFranchise AutoShip order will be cancelled, and the Business Volume (BV) will be removed;
(2) The Bank Draft UnFranchise AutoShip will be permanently cancelled (UnFranchise Owners can reinstate UnFranchise AutoShip later by submitting another UnFranchise AutoShip Form but using the credit card option only).
Inquiries regarding late orders are usually caused by the following:
• A 15-business-day hold.
• Incorrect (short) amount of money to cover order or shipping charges, and the company could not reach UnFranchise Owner by telephone.
• Mistakes on order in placement, ID number, or order was illegible.
• Late incoming mail or the order was sent to the company’s physical address rather than the P.O. Box address.
• Order was placed over the weekend or on a public holiday.
• Invalid addresses (UnFranchise Owners should always ensure that Market Australia has a current address on file).
Currently, Market Australia ships packages via a Local Delivery Company, unless addressed to a PO Box, in which case Australia Post is used. Our computer system chooses the shipping method based on the postal code and zone to which the package will be shipped. It is extremely important that all UnFranchise Owners have a valid shipping and mailing address (if the two are different) on file with Market Australia to ensure that packages are sent to a deliverable address.
UnFranchise Owners must notify Market Australia within 7 days of the ship date to report any shipping problems, including but not limited to late or lost orders, continued back-ordered products still not received, short shipments, damaged items, or wrong product received. If UnFranchise Owners experience any shipping discrepancy, they should contact UnFranchise Services with the following information readily available: UnFranchise Owner identification number, name, date of order, shipping address, product order number, and method of delivery (shipper/carrier). UnFranchise Owners who fail to notify Market Australia of any shipping problem within 7 days of the ship date waive any claim for correcting the problem.
(A) Short Shipments: A short shipment is defined as not receiving all individual items and/or packages that were ordered. Items still on back order or items removed from an order before it is processed by Market Australia (due to problems with payment, being discontinued, etc.) are not considered short-shipped.
(1) Individual Items: All orders that are filled and processed at Market Australia are checked with great care. Since Market Australia utilises a computerised weighing system, there is little chance individual items have been left out. Please recheck your order carefully before calling the corporate office.
(2) Packages: Carefully count the number of packages delivered. Never sign a delivery receipt for more packages than have actually been delivered. When transport carriers sign for a shipment at Market Australia, they sign for a given number of pieces of freight and acknowledge this fact. Market Australia's control over the shipment ends at that time, and it is assumed by the carrier.
(B) Damages: As you receive your package(s), please check for damage to the outer packaging before signing for them. Never refuse a damaged shipment. Any damages, such as the package being crushed, resealed, or opened, should be noted by the delivery person on the delivery record. Great care is exercised by Market Australia in packaging, handling and shipping product. Still, unavoidable accidents or careless handling by others will sometimes occur. Be assured that the product was in good condition when it left our warehouse. In the event UnFranchise® Owners do receive damaged product, they may be required, at the sole discretion of Market Australia, to return the damaged product to Market Australia at the company's cost before Market Australia will reship the product. All packages must be opened and inspected upon receipt. Any damage to the product(s) must be reported to Market Australia as soon as possible.
A Local Delivery Company & Australia Post:
(1) An UnFranchise Owner should always accept the shipment but should list damaged items. Have the delivery agent note the damage on the delivery record (if possible).
(2) The UnFranchise Owner should immediately notify UnFranchise Services so that Market Australia can request an inspection by Australia Post.
(3) Be sure all damaged items, plus the shipping containers, are held, either for pickup by Australia Post or to be returned to Market Australia upon request. Go ahead and use undamaged merchandise.
NOTE: Issues related to shipping damage to the product packaging such as being crushed or appearing to have been resealed, damage to the product label or product leaking upon delivery must be addressed to ausunfranchiseservices@marketaustralia.com.au within thirty (30) days of the product being shipped. If product hardening is noted upon opening, such must also be addressed to ausunfranchiseservices@marketaustralia.com.au for determination as to whether replacement is warranted, so long as no more than thirty (30) days have passed since the original ship date.
If an UnFranchise Owner re-ships product to another destination, such as to a customer or outside the country where originally delivered by Market Australia or its manufacturer’s warehouse, Market Australia assumes no liability for products damaged or where the merchandise quality is compromised during the additional shipping route.
(C) Wrong Product: Wrong product is defined as product shipped by mistake in lieu of product that should have been shipped but was not. All orders that are filled and processed at Market Australia are checked with great care. Since Market Australia utilises a computerised weighing system in combination with a computerised picking system, there is little chance that the wrong product has been shipped. In the rare event that UnFranchise Owners do receive the wrong product, they may be required, at the sole discretion of Market Australia, to return the wrong product to Market Australia at the company's cost before Market Australia will ship the correct product.
(D) Extra Product: Extra product is different from wrong product, in that the UnFranchise Owner receives it in addition to the products that were ordered. In the rare event that UnFranchise Owners receive extra product or an extra package, they should contact UnFranchise Services. UnFranchise Owners who receive extra product will be required to return the product to Market Australia at the company's cost.
(E) Issued Return Authorisations: In the cases of wrong product, damaged product or extra product received, once Market Australia has issued a Return Authorisation Number (RA#) to return the product to the corporate office, the product must be returned to Market Australia within 30 days of the issuance of the RA#. If the product is not returned to Market Australia within 30 days of the issuance of the RA#, Market Australia reserves the right to debit the UnFranchise Owner's Market Australia account for the UnFranchise Cost of the product, but only in the event that the UnFranchise Owner has received and failed to return product for which he/she has not paid. If Market Australia debits the UnFranchise Owner's Market Australia account for the unreturned product, any Business Volume for the product will be assigned to the UnFranchise Owner's personal BDC-001 for the date the Market Australia account is debited.
The shipping terms for all packages shipped by Market Australia is Freight on Board (FOB). Any UnFranchise Owner that has lost shipments and/or has excessive shipping claims that exceed AUD$1,000 in orders or two lost orders within a three-month period will receive a letter from the company putting them on notice of FOB and implementing a “signature required” term. The UnFranchise Owner must sign the acknowledgment line in the letter and mail it or fax it back to the company prior to any more orders being processed or shipped.