Shipping & Delivery Policy

Most deliveries are completed within 1–2 business days after the order or delivery request has been successfully confirmed.

• Normal operating hours are 8:00 AM – 8:00 PM, Monday to Saturday.
• The standard daily booking cut-off is 1:00 PM (13:00).
• Orders received after the daily cut-off may be processed or delivered on the next available delivery day.
• Where route and operational capacity permit, orders submitted after the cut-off may still be accepted subject to applicable additional charges.

Delivery fees are calculated based on the applicable pickup and delivery locations and other relevant delivery requirements.

The applicable delivery charge is displayed or communicated to the customer before the delivery request or purchase is confirmed.

Additional charges may apply where:

• A booking is submitted after the 1:00 PM daily cut-off.
• A parcel weighs more than 5 kg.
• A parcel is bulky or fragile.
• A parcel cannot reasonably be transported by motorcycle.
• A delivery requires unusual or additional transportation arrangements.
• The customer changes the delivery destination or instructions after dispatch.
• A failed delivery requires another delivery or return trip.

Customers are responsible for ensuring that parcels are appropriately packaged, securely sealed, and accurately labelled before pickup.

Bulky, fragile, unusually heavy, or otherwise difficult-to-transport parcels should be disclosed when the delivery request is made.

TwelveInc reserves the right to request additional payment or decline transportation where a parcel cannot safely or reasonably be transported using the delivery option originally selected.

Customers must not submit illegal, hazardous, flammable, prohibited, or otherwise restricted items for delivery.

Cash and items restricted from transportation by applicable law are also prohibited.

TwelveInc reserves the right to reject a delivery request where an item cannot legally or safely be transported.

Customers are responsible for providing accurate:

• Pickup and delivery locations;
• Sender and recipient information;
• Contact telephone numbers; and
• Delivery or access instructions.

The sender and recipient should remain reasonably available by telephone during the delivery period.

Incorrect or incomplete information or an inability to contact the relevant parties may result in delays or an unsuccessful delivery.

Where a recipient is unavailable or cannot be contacted, TwelveInc may attempt to contact the sender or recipient before determining that the delivery cannot be completed.

Depending on the circumstances, we may:

• Make another delivery attempt;
• Return the parcel to the sender; or
• Return the parcel to a TwelveInc office or designated location.

Additional delivery or return fees may apply where another trip is required.

While TwelveInc makes reasonable efforts to complete deliveries within the estimated timeline, delivery times may be affected by circumstances outside our reasonable control.

These may include traffic conditions, severe weather, road closures, vehicle or rider issues, public holidays, unusually high order volumes, or difficulty reaching the sender or recipient.

We will make reasonable efforts to complete affected deliveries as soon as practicable.

Customers should contact TwelveInc as soon as possible if they wish to change or cancel a delivery request.

Changes or cancellations may not be possible after a parcel has been picked up or dispatched.

Additional charges may apply where a requested change requires additional transportation or a change in route.

Where available, customers may use the Order ID or delivery reference provided by TwelveInc to track the status of their delivery through our website.

Customers should retain their Order ID until the delivery has been successfully completed.

Any apparent loss or damage relating to a delivery should be reported to TwelveInc within 48 hours of delivery or return.

Customers should provide the Order ID, photographs where applicable, and reasonable proof of the item's value. Applicable liability will be handled in accordance with the TwelveInc Terms & Conditions.

Customers who have questions about delivery timelines, charges, parcel requirements, or an existing delivery should contact TwelveInc through the contact information provided on our website.

When contacting us about an existing delivery, please provide your Order ID or delivery reference so that we can assist you efficiently.