Priority Claim & Replacement

Priority Claim & Replacement is an optional $2.50 service. It may be added to your cart by default, and you can untick it at any time before checkout to remove it. If your parcel is lost or arrives damaged, your claim goes to the front of the queue and we send your replacement fast, without waiting on a courier investigation.

At a glance

  • Cost: $2.50 (incl. GST) per order
  • Covers: parcels lost in transit, items damaged in transit, and parcels marked as delivered but not received
  • Replacement dispatched: within 1 business day of your claim being approved
  • Claim window: within 14 days of your expected delivery date
  • Don't want it? Untick the box in your cart and the $2.50 comes straight off
  • How to claim: email admin@saltycaptain.co

Your consumer rights come first

Priority Claim & Replacement is an optional service. It is not insurance, and it doesn't replace, reduce or limit your rights under the Australian Consumer Law.

When we arrange delivery, we're responsible for getting your order to you in good condition. If your order is lost or arrives damaged in transit, we'll make it right whether or not you added this service. Adding it means your claim is fast-tracked, and you're also covered for a parcel that's marked as delivered but doesn't reach you (see below).

How it works

Standard claim (without Priority Claim & Replacement)

  • Your claim is handled in order of receipt.
  • For lost parcels, we may need to lodge an investigation with the courier before sending a replacement. Courier investigations can take up to 10 business days or longer.

Priority claim (with Priority Claim & Replacement)

  • Your claim goes to the front of our queue.
  • We review it within 1 business day of receiving all the information below.
  • Once it's approved, we dispatch your replacement within 1 business day, without waiting for the courier investigation to finish.

What's covered

  • Lost in transit: tracking hasn't updated for 7 business days, or the courier confirms the parcel is lost.
  • Damaged in transit: items that arrive broken, leaking, crushed or otherwise damaged during delivery.
  • Marked delivered but not received: tracking shows the parcel as delivered, but you haven't received it after checking with neighbours, household members and your building manager or mailroom (if applicable).

What's not covered

  • An incorrect or incomplete delivery address entered at checkout
  • Parcels refused at delivery, or not collected from a post office or parcel locker within the courier's holding period
  • Damage caused after delivery, or by use, storage or handling after the parcel was received
  • Change of mind (our standard returns policy applies)
  • Product faults that aren't caused in transit (these are handled under our warranty and returns process and your consumer guarantee rights)
  • Orders where the service was not added and paid for before checkout

How to make a claim

  1. Email admin@saltycaptain.co with the subject line "Priority Claim – [your order number]".
  2. Include:
    • your order number and the name on the order
    • a short description of what happened
    • for damaged items: photos of the outer packaging, the shipping label and the damaged product(s)
    • for parcels marked delivered but not received: confirmation that you've checked with neighbours, household members and your building manager or mailroom (if applicable)
  3. Lodge your claim within 14 days of your expected delivery date. For damaged items, please contact us within 48 hours of delivery where possible. Late claims are still assessed under your consumer rights, but may not receive priority handling.
  4. Keep any damaged items and packaging until your claim is finalised. We may ask you to return them, at our cost.

What you'll receive

  • Replacement: we'll send the same item(s) at no extra cost, including shipping.
  • If an item is out of stock: we'll offer you a refund for the affected item(s), or an equivalent product if you prefer it. A refund is always available if you want one.
  • Partial damage: only the affected item(s) are replaced. The rest of your order is unaffected.

Pricing and refunds of the $2.50 fee

  • The fee is charged once per order, regardless of the number of items.
  • Optional: you can untick it in your cart at any time before checkout.
  • Kept it by mistake? Email us before your order is dispatched and we'll refund the $2.50, no questions asked.
  • If you cancel your order before it's dispatched, the $2.50 is refunded with your order.
  • After dispatch the fee isn't refundable, because the service applies from the moment your parcel leaves our warehouse.
  • The fee isn't refunded if you return items for change of mind.
  • The service can only be added before checkout. It can't be added after an order is placed.

Fair use

We reserve the right to investigate claims and to ask for reasonable supporting information. Where there's evidence of a false or fraudulent claim, we may decline priority handling and, if necessary, refer the matter to the relevant authorities. Declining priority handling never affects your consumer rights for a genuine loss or damage.

Where this applies

Priority Claim & Replacement is available on orders placed at saltycaptain.com.au and delivered within Australia.

Privacy

Information you give us to assess a claim, such as photos and delivery details, is used only to handle your claim, including sharing it with the courier where needed. It's handled in line with our Privacy Policy.

Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones published on this page when you placed it.

Contact

Salty Captain Co
Unit 2/14 Thomas Hanlon Court, Yatala QLD 4207
Email: admin@saltycaptain.co

Last updated: 3 November 2026