Customer Disputes & Handling Policy

DTF Transfers Australia

1. Purpose

This policy explains how DTF Transfers Australia manages disputes and customer concerns. Our goal is to ensure that issues are handled fairly, respectfully, and transparently, while setting realistic expectations around our handling and delivery processes.

2. Handling Times

• Standard Orders: 3–6 business days.

  • Applies to Monday to Friday, standard business days.

  • We do not process or print orders on weekends or Queensland public holidays.

  • This time frame allows for job queues, quality checks, and any unexpected issues.

• Same Day Transfers (Coming Soon):

  • Orders must be placed by 10:30 am on a business day (Mon–Fri).

  • Transfers are printed the same day and dispatched the following business day.

  • A surcharge applies for this service.

  • Orders placed after the cut-off will be processed on the next business day.

⚠️ Please note: expecting to order at 11:00 am and collect at 3:00 pm the same day is not realistic. Transfers require production, curing, and preparation time.

3. Delivery & Shipping

• All orders are shipped using Australia Post, Parcel Post.

• We provide tracking details once your order has been dispatched.

• Delivery times are managed by Australia Post, not DTF Transfers Australia.

• Rural and regional deliveries may take longer, please check on timelines with Australia Post.

• During busy times of the year (especially November and December during the Christmas rush and around public holidays), Australia Post delays are common. Please plan ahead to avoid disappointment.

4. Communication

• We send a manual email when your order enters our processing stage.

• Once completed, we send a follow-up email with either:

  • Shipping details, or

  • Collection instructions (for local pick-up orders).

• If there are any delays, we will notify you as soon as possible.

5. Dispute Resolution Process

When disputes arise, we commit to:

1. Active Listening & Empathy – Every concern is heard and acknowledged respectfully.

2. Clear Explanation – We explain our handling times, shipping methods, and policies so expectations are clear.

3. Documentation – We record dispute details for consistency and accountability.

4. Solutions –

   • If we are at fault (e.g., printing error, incorrect product), we will reprint or replace at no cost.

   • If the issue relates to Australia Post delivery delays, we will provide tracking support but cannot control the Australia Post delivery schedule.

5. Escalation – If unresolved, you may contact your state’s consumer protection agency or the ACCC. We will cooperate fully with any investigation.

6. Zero Tolerance for Abuse

We believe mutual respect is essential. For this reason, we have zero tolerance for abusive behaviour toward our staff.

• Threatening, abusive, or offensive language will result in an immediate ban from our services and all communications ceasing, regardless of whether the dispute has been resolved.

• In extreme cases, we will report the behaviour to the police.

• Respectful communication is always expected and appreciated.

7. Summary of Expectations

8. Our Final Statement

At DTF Transfers Australia, we value our customers and always aim to deliver transfers of the highest quality within realistic timelines. We are committed to open communication, fair resolutions, and mutual respect.

If you have a concern, please contact us—we will listen, communicate clearly, and do our best to resolve the matter fairly and professionally.