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Shipping Protection Terms
Go For Zero Shipping Protection is an optional service available on eligible orders. It provides additional protection for eligible orders that are lost, stolen or damaged during delivery, subject to the terms below.
Shipping Protection is optional. Choosing not to purchase Shipping Protection does not affect any rights or remedies you may have under the Australian Consumer Law or other applicable laws.
1. What Shipping Protection covers
If Shipping Protection was purchased with your order, you may submit a claim where an eligible item is:
- Lost in transit - your parcel has not been delivered and is reasonably considered lost after allowing for normal carrier delivery timeframes and reasonable delays.
- Damaged in transit - an eligible item arrives physically damaged as a result of the delivery process.
- Stolen after delivery - your tracking shows the parcel as delivered, but you reasonably believe the parcel was stolen from the delivery location.
Shipping Protection only applies to eligible products included in the protected order.
2. What isn't covered
Shipping Protection generally does not cover:
- incorrect or incomplete delivery information supplied by the customer;
- parcels returned to sender because the customer did not collect or accept the delivery;
- change of mind, ordering the wrong product, or dissatisfaction unrelated to shipping;
- normal wear and tear or damage occurring after delivery;
- product faults or defects unrelated to shipping;
- items excluded from Shipping Protection at checkout, including digital gift vouchers;
- fraudulent, dishonest or misleading claims; or
- loss or damage caused intentionally by the customer or another person acting on their behalf.
Product faults and other issues that may be covered by your rights under the Australian Consumer Law are handled separately from Shipping Protection.
3. Making a claim
Claims can be submitted through our Make a Shipping Protection Claim page here.
You'll need your order number and the email address or phone number associated with your order.
We may also reasonably request information needed to assess your claim, such as photographs of damaged products and packaging, delivery information, confirmation of your delivery address, or other relevant evidence.
Please keep damaged items and their packaging until your claim has been assessed.
4. When to make a claim
For damaged deliveries, please contact us as soon as reasonably possible after receiving your order and provide photographs showing the damage where requested.
For a parcel that has not arrived, please first allow for the carrier's expected delivery timeframe and reasonable delivery delays.
For a parcel shown as delivered but believed to have been stolen, please check the delivery location, safe places around the property and with other household members or neighbours where appropriate before submitting your claim.
We recommend submitting a Shipping Protection claim promptly once you become aware of the issue.
5. How approved claims are resolved
Once we have received the information reasonably required to assess your claim, Go For Zero will review it.
If your Shipping Protection claim is approved, we may provide a replacement or store credit, depending on the circumstances and product availability.
Any remedy to which you are independently entitled under the Australian Consumer Law is not limited by this section.
6. Replacement orders
Where we approve a replacement, replacement items are subject to availability.
If the original item is no longer available, we'll contact you to arrange an appropriate alternative resolution.
Shipping Protection does not create an entitlement to multiple replacements or payments for the same loss.
7. Incorrect delivery addresses
Please check your shipping details carefully before completing your order.
Shipping Protection does not cover an order that cannot be delivered, is delivered incorrectly, or is returned to sender because incorrect or incomplete delivery information was provided by the customer.
If you notice an error in your delivery information, please contact Go For Zero as soon as possible at askusanything@goforzero.com.au. We cannot guarantee that an address can be changed after an order has been processed or dispatched.
8. Fraudulent claims
We reserve the right to decline a Shipping Protection claim where we reasonably believe the claim contains false or misleading information, involves fraudulent activity, or the claimed loss or damage did not occur.
We may request reasonable supporting information before determining a claim.
9. Shipping Protection is optional
Shipping Protection is an optional additional service.
You are not required to purchase Shipping Protection to shop with Go For Zero, and declining Shipping Protection does not remove or reduce your rights under the Australian Consumer Law.
Australian consumer guarantees apply automatically where applicable and cannot be excluded by these Shipping Protection Terms. The ACCC confirms that businesses cannot remove those basic rights or suggest consumers must purchase an additional warranty or protection product to retain them.
10. Australian Consumer Law
Nothing in these Shipping Protection Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law.
Where you have a right to a remedy under the Australian Consumer Law, that right applies independently of whether you purchased Shipping Protection.
For information about consumer rights, visit theAustralian Competition and Consumer Commission (ACCC) consumer rights guidance.
11. Contact us
If you have questions about Shipping Protection or need assistance making a claim, please contact Go For Zero through our Contact Us page or by emailing askusanything@goforzero.com.au.
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