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Help and Customer Care

Support

Shipping & delivery

Within Australia, delivery times are generally:

Unbranded orders
Eastern seaboard metro areas (incl TAS) 2-3 days
Eastern seaboard rural areas (incl TAS) 3-5 days
WA & NT metro areas 5-7 days
WA & NT rural areas 5-10 days

Branded orders
Generally 5-14 days including delivery, depending on your location.

International
Please contact us for an ETA for your country.

Please note: Above delivery times are estimates only and may be impacted on by Covid-19 related delays.
As we use TNT couriers, we unfortunately cannot deliver to a PO Box, as your parcels need to be signed for. TNT cannot divert a booked (en route) delivery to a post office or secondary address. TNT drivers cannot call you to advise of their delivery times. There must be someone at the address during business hours to sign for the delivery, otherwise you must provide an Authority to Leave, with clear instructions for a safe place the parcel can be left by the driver. If you cannot be present for the delivery, you must either authorise someone else to sign on your behalf, or supply an alternative primary delivery address when you place your order.


LOSS AND DAMAGE

I’ve received my boxes and a few are damaged, what should I do?
Please carefully read our Returns & Exchanges policy for all matters relating to returns.

Goods in Transit
All our risk for loss of goods or damage in transit ends at the time we provide the goods to the courier, or they otherwise leave our possession. We are not responsible for damage to your order while in transit and a replacement of your order will be decided at our discretion.


ORDERS

Order Tracking
All express shipped orders can be tracked online. However, not all regular shipments have this option. You can find your tracking number two ways:

  1. 1. Check the shipping confirmation email we sent you (this should arrive in your inbox within 48 hours of purchase). The email will contain a tracking link if there’s one available.
  2. 2. If that doesn’t work:
  3. 3. Email us and quote your order number. We’ll help you with the rest.

How do I cancel my order?
Contact us within 24 hours of placing your order. That way we should be able to catch the order before it is dispatched. Anything after this window will be subject to our Returns & Exchanges policy.

Can I add items to my order after I have hit the place order/confirmation button?
If you want to add an item to your order please email us within 24hrs of your purchase and we’ll do what we can to adjust things.

What are my payment options?
We accept MasterCard, Visa, AMEX, PayPal and ApplePay.

What currency can I pay in?
All transactions are processed in Australian Dollars ($AUD). Tax is included in the price and will be shown on the checkout page before purchase.


RETURNS & EXCHANGES

We know you’re going to love your gift boxes from The Box Office, but just in case something is not what you expected, here’s what you can do:

If you wish to return your items
We do not accept returns due to change of mind. If you believe you have been supplied faulty stock or your delivery is not the item you ordered, you must notify us by email within 7 days from the day you receive your purchase, citing the reason you wish to return your items. We can then let you know if we will accept a return and on what conditions, if any.

If you have received the wrong item(s)
Please note, we do not refund postage costs and you are responsible for all shipping and handling charges associated with any returns.
To be eligible for a refund or exchange, the goods must be in new condition, with no damage, soiling or missing stock from the cartons.
When we receive your returned item(s) and we deem them to be in the same condition as the items we sent to you, we will contact you to process a refund or exchange, at our discretion.
In the event that we are unable to contact you to finalise a return transaction or your return is outside the Policy period, The Box Office reserves the right to return to you, the items that you have sent to us from the original purchase.
In the event that an exchange is allowed outside the policy requirements, that exchange will be considered final and ineligible for further transaction.


FAULTY GOODS

The Box Office is committed to designing and manufacturing the highest quality gift boxes and packaging. However, our boxes are hand made, so occasionally some minor faults can occur. In the event that you should receive an item that is genuinely faulty, you should advise us by email within 7 days from the day you receive your purchase, citing the fault with your items. We can then let you know if we will accept a return and on what conditions, if any. Upon assessment of the goods and acceptance from The Box Office that your item(s) are genuinely faulty, we will ask you to send the item(s) back to us so that we can process a refund or exchange at our discretion. Please note, we offer shipping insurance with our freight options and therefore we do not accept returns due to damage caused to goods while in transit.

I’ve noticed a bit of glue on the box surface, what should I do?
Our gift boxes are made by hand. We check all our boxes individually for quality before they leave our warehouse, however due to the hand making process, sometimes a small amount of glue may be seen on the box surfaces. This can be easily removed by wiping a lightly dampened cloth over the surfaces of the box. Take care not to wet the boxes excessively, a tiny amount of water applied to a clean cloth is all that is necessary.

The magnets don’t seem to work, what should I do?
Magnets work best when they are kept together. We use strong magnets on our boxes so you should not experience any problems, but if they do not immediately appear to bond after being assembled from flat-pack, you may need to give them a little time. Magnetism gets stronger upon extended contact and magnets can also be adversely affected by the cold, so let them come up to room temperature, especially if they have travelled or been stored in cold temperatures. Bend the front flap back on itself carefully (towards the inside of the box) as this often helps push the flap closer to the box front when the lid is closed. Close the box front flap and leave for up to 24 hours, the magnetism should increase and the closure flap should be fine. For boxes with ribbons, tying the ribbon securely will also help the magnets to bond with each other.


PRIVACY POLICY

For the purposes of this Privacy Policy the words "The Box Office", "we", "our" and "us" refer to The Box Office Packaging Pty Ltd (ACN 150 008 272) and "Site" to materials delivered on the website located at the domain name www.theboxoffice.net.au.

This Privacy Policy should be read carefully by users of the Site ("you") prior to accessing or using the information and services available through the Site.

Our commitment to you
The Box Office takes your privacy seriously, and strictly adheres to the National Privacy Principles contained in the Privacy Act 1988 (Cth) ("National Privacy Principles"). We will only collect personal information that is necessary for us to provide you with the functions that we offer on our Site. You are able to gain access to the personal information that we hold about you at any time.

This Privacy Policy outlines our practices relating to the collection, use, disclosure and storage of your personal information. Personal information is information that makes the identity of an individual apparent. Personal information may include your name, postal address, email, telephone number or anything else necessary to the provide the functions and services requested. Unless you give us explicit consent otherwise, we will act in accordance with this Privacy Policy with regards to our collection and use of personal information.

What information we collect
We will only collect personal information that is necessary for us to provide you with the functions that We offer on our Site, and the services that you have requested.

We collect personal information from you on the following areas of the Site. All of these are optional usages of our Site:

  • When you register with us and use the features available once you are registered.
  • When you opt in to receive news, alerts, information and other materials from us.
  • When you purchase products from us.
  • When you provide us with feedback or complete one of our online forms.

The Box Office will collect personal information only by lawful and fair means and not in an unreasonably intrusive way.

When you access our Site via a browser or application, our servers automatically record certain information. These server logs may include information such as your web request, your interaction with a service, Internet Protocol address, browser type, browser language, the date and time of your request and one or more cookies that may uniquely identify your browser or your account.

How we use your information
On all pages of our Site which ask for personal information, we clearly outline the purpose for which the information is collected and how we will use your information. We will only use your personal information as required to provide the functions and services you request and will do so in a transparent manner. By providing personal information to The Box Office on our Site, you authorise and consent to The Box Office collecting, using and disclosing personal information about you as described in this Privacy Policy.

We may also use the information you provide to generate market research. If we do use the information you provide in this manner then it is done in aggregate and on a purely anonymous basis with your personal information removed.

How we use cookies
"Cookies" are pieces of information that our Site transfers to your computer's hard disk for record-keeping purposes. Cookies do not personally identify you, only your computer browser. You can delete cookies from your computer at any time via your internet browser. However doing so may limit your use of some of The Box Office's features.

Cookies are industry standard and are used by most web sites. We may use cookies to record session information and collect information on how you use our Site. By collecting this information we are able to offer you an enhanced experience using our Site, by customising the Site to your needs. We can also improve our services for all users by recognising how people use our Site.

Sharing your information
We will only disclose your personal information in the following circumstances:

  • When we have your consent.
  • To third parties where you have expressly asked us to do so for the purposes of providing further services.
  • To our subsidiaries and affiliates, and their respective directors, officers, agents, and employees for the purpose of processing personal information on our behalf.
  • We may from time to time engage service providers to help us deliver our services to you. In these instances, we may disclose your personal information to these third parties in order to help deliver services to you. Your personal information will not be used for any other purpose and these service providers are not able to use it for their own purposes or disclose it to others.
  • To comply with any law enforcement agency, judicial proceeding, court order, or legal process in any jurisdiction that is investigating any breach or suspected breach of any law in any jurisdiction regarding your identity or other personal information provided by you to us.
  • Where disclosure is reasonably necessary to enforce our Terms of Use, including investigation of potential violations, or to detect, prevent, or investigate a matter relating to security, fraud or other technical issues
  • Where disclosure is reasonably necessary to protect The Box Office's rights or intellectual property or to protect the safety of The Box Office's employees, users or the public as required or permitted by law.

If you opt in to receive email communications from us, these will be sent to you directly by us. We will only send communications to people who have opted to receive them. You can unsubscribe from receiving these communications at any time.

In the event The Box Office goes through a business transition, such as a merger, acquisition by another company, or sale of all or a portion of its assets, your personally identifiable information may be among the assets transferred. We will ensure the confidentiality of any personal information involved in such transactions. You will be notified via email or a prominent notice on our Site of any such change in ownership or control of your personal information.

How we protect your information
We will act to protect your personal information in accordance with the National Privacy Principles. We are committed to keeping the personal information you provide to us secure. We take all reasonable precautions to protect the personal information we hold about you from misuse and loss and from unauthorised access, modification or disclosure.

We will take reasonable steps to destroy or permanently de-identify personal information if it is no longer needed for the purpose for which the information was disclosed.

Access to the Site outside Australia
The Box Office does not represent or warrant that the content on the Site complies with the laws of any country outside of Australia. If you access the Site from outside Australia, you do so at your own risk.

Links to other sites
The Site contains links to other websites which are not maintained or controlled by The Box Office or its related companies. Once you transfer from the Site to another website, we are not responsible for the conduct or practices of those third party websites, as they are not under our control. When you transfer to another website you should check the applicable privacy policy of that site.

How you can contact us
If you have any queries in relation to this Privacy Policy, or if you would like to request access to your personal information or have a complaint about a breach of privacy, then please contact us at enquiries@theboxoffice.net.au.

Changes to this Privacy Policy
The Box Office intends to develop and enhance its services continuously, by adding new features and services to the Site. As we add features we will update this Privacy Policy from time to time as required. We will also keep prior versions of this Privacy Policy archived. You should periodically visit this page to review the current Privacy Policy.

Last modified: August 2013
Version number: 1.1