Within Australia, we are experiencing shipping delays of up to 2 weeks on all print related orders, if it exceeds this, please get in touch and we will follow up the best we can. Outside of Australia, we are experiencing shipping delays of 2-4 weeks longer on all print orders and book orders due to reduced flights. We apologise for the inconvenience and look forward to the world returning to normal operating capacity again! Cut off for prints for Christmas will be December 1st 2020 and we will begin fulfilling orders again on January 15th.
Book orders placed before 2:00pm AEST in Metro areas should be received within 2-3 business days. Rural areas should take no more than 3-5 business days. For prints allow up to 5-7 business days for your print to be processed at our facility (delays can occur over seasonal periods) and an additional 3-5 days for delivery via courier. WA, SA, TAS, and NT can take a little longer, especially WA.
For further information and tracking, please contact us.
All online book orders will be shipped via Australian Registered Post with tracking number included to track your item. In the US, Living Water is available on Amazon, but it can sell out quickly, keep checking for restock. Shipping a 1.3kg (2.8 pound) book overseas is expensive, upwards of $50 to most countries from Aus.
IMPORTANT!! If you live in the US or outside Australia, we suggest ordering a PRINT ONLY and having it framed locally in your country, especially if it's a 20"x30" or larger. That way the frame has no risk of being damaged while traveling abroad. However, we do ship our genuine framed prints internationally, but it's quite expensive. If you wish to place an order for overseas and you are unsure which way to go about it, please get in contact with us.
For the US, UK and Canada, please allow a minimum of 15 working days for delivery, if you have not received the print within that time frame and the tracking information is not giving an estimated delivery time, please contact us and we will follow it up. Unfortunately, we cannot guarantee the reliability of the international postal and courier service. For all other countries, please allow up to 20 working days for delivery before getting in contact, as it can often take this long. We apologise for any inconvenience, for gifts and events, we urge you to order your print 4-6 weeks in advance to ensure it arrives on time.
For lost or damaged items, we unfortunately cannot refund or replace the order free of charge, as we have no control over the validity and reliability of the International postal service, once we have shipped the item, a tracking number will be provided. In the rare event that an item is undelivered or damaged, please contact us and we will take action to amend the circumstance as best as we can.
All our prints are custom made to order, therefore we do not offer any kind of refund under any circumstance. If your order arrives different than expected, ie; a mistake or miscommunication was made on our behalf, Thurston Photo retains the right to replace or amend the order at our own expense. Whether within or outside of Australia, we do not offer any partial or full refunds. We do however, strive for an excellent customer experience and will offer credits and/or a gift voucher to compensate at our own discretion in the rare case that an order mistake was made by Thurston Photo or our Printing Facility.
By placing an order with Thurston Photo, you agree to all of the above.
For further questions and information, please send us an email.
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