Shipping policy

Shipping Policy

Thank you for shopping with Clearwater Koi. We are committed to delivering your products safely and efficiently throughout Australia. Please review the information below to understand how we handle order processing, shipping methods, and freight services for both standard and large-item deliveries.

📦 Shipping Methods & Carriers

We use the following carriers depending on the type and size of your order:

  • Australia Post – for most standard and express parcels. Shipping options at checkout include:

    • Standard Shipping (2–8 business days)

    • Express Shipping (1–4 business days)

    Delivery times may vary depending on your location and Australia Post’s delivery schedule.

  • Direct Freight Express – for HiBlow Air Pumps

  • Freight Logistics (pallet shipping) – for large equipment such as ProfiDrum Filters

Shipping options at checkout will reflect the available services for your order. Delivery timeframes may vary based on your location and the carrier’s schedule.

🚛 HiBlow Air Pumps – Shipped via Direct Freight

HiBlow Air Pumps are shipped using Direct Freight Express for reliable and secure delivery.

  • All HiBlow Air Pump orders will include a tracking number, which you will receive via email once the order has been dispatched.

  • You can track your delivery at: www.directfreight.com.au


🚛 Shipping Large Equipment – ProfiDrum Filters

Due to their size and weight, ProfiDrum filters and other large equipment are shipped via freight logistics on pallets.

  • Shipping for these items is not calculated at checkout.

  • A custom freight quote will be provided upon request or after the order is placed.

  • We use trusted freight partners to ensure safe and secure delivery.

  • Please inform us if you require assistance with unloading or if you do not have forklift access at the delivery location.

To request a freight quote, contact us at info@clearwaterkoi.com.au or use our website’s contact form.

⏱️ Order Processing Time

  • Orders are usually processed within 1–3 business days.

  • Orders placed on weekends or public holidays will be processed on the next business day.

  • If there is a delay in processing, we will contact you via email or phone.

  • Larger items and freight orders may require additional time for packing and logistics coordination.

  • Tracking information will be provided via email once your order is shipped.

📍 Shipping Areas

We ship to all states and territories within Australia.
Please contact us at info@clearwaterkoi.com.au if you require international shipping.

💲 Shipping Rates

  • Shipping rates for standard items are calculated automatically at checkout based on weight, size, and delivery location.

  • Freight shipping (for large items such as ProfiDrum filters) is quoted separately.

📬 Tracking Your Order

You will receive tracking details via email once your order has been dispatched.

🚚 Delivery Issues & Damages

  • Please ensure all shipping details are correct when placing your order. Clearwater Koi is not responsible for lost or delayed deliveries due to incorrect address information.

  • If your item arrives damaged or is delayed in transit, please contact us promptly so we can assist with a resolution.

📞 Contact Us for Freight Quotes or Shipping Support

If you need assistance or a freight quote for large items, please get in touch:

📧 info@clearwaterkoi.com.au
📱 0419 165 782
🌐 www.clearwaterkoi.com.au