Brand Surge (CEJ Australia Pty Ltd, ABN 71 688 987 019)
Effective Date: 23 March 2026
Last Updated: 1 October 2026
1. Overview
This Shipping Policy explains how CEJ Australia Pty Ltd (ABN 71 688 987 019) trading as Brand Surge (Brand Surge, we, us or our) fulfils and delivers Orders placed through https://www.brandsurge.com.au (Website). Delivery timeframes and freight arrangements vary depending on the Product, decoration method and supplier, and we encourage you to read this Policy carefully before placing an Order.
Capitalised terms used but not defined in this Policy have the meaning given to them in our Terms and Conditions.
2. How We Ship
Depending on the Product and Order, fulfilment may be handled directly by us or by one of our suppliers. Some Orders ship directly from our suppliers to your delivery address, while others are received by us, decorated, and then dispatched using recognised courier and freight services.
As a result, your Order may arrive in multiple parcels sourced from different suppliers, each parcel may be dispatched at a different time and carried by a different courier, and tracking will be provided where available, in accordance with section 9 (Order Tracking).
3. Production Timeframes
Most of our Products are custom-branded to order. Production begins only after your Artwork has been approved and payment has been received. Production timeframes vary by Product and are set out on the relevant Product page, quote or Order confirmation.
Production time is separate from delivery time. Please allow for both production and delivery when planning around a deadline. If you have a firm event date, please tell us when placing your Order, and we will do our best to accommodate it, including by directing you to our Express range for time-critical Orders.
4. Delivery Timeframes
Once your Order has been dispatched, estimated delivery times are approximately 1 to 2 business days for Sydney, Melbourne and Brisbane metropolitan areas, 2 to 5 business days for Adelaide, Perth and Canberra, 4 to 6 business days for Hobart and Darwin, 3 to 7 business days for regional areas, and 7 to 14 business days for remote areas.
These timeframes are estimates provided by our carriers, do not include production time, and are not guaranteed. To the extent permitted by law, we are not liable for delays caused by carriers, customs or circumstances outside our reasonable control. Contact us for a more accurate delivery estimate for your location.
5. Shipping Costs
5.1 Domestic Shipping
Shipping costs are not always displayed at checkout. After your Order is placed, we will review your delivery location and contact you, generally within one business day, to confirm applicable freight costs before dispatch. You will have the opportunity to confirm or cancel your Order at that time.
Many Orders include free metro delivery, indicated on the relevant Product page where it applies. Metro delivery zones vary between courier services, and some residential addresses may not qualify for metro rates even within a metro postcode. Where this affects your Order, we will contact you to confirm your delivery options and any applicable freight costs before dispatch.
5.2 Venue and Event Location Deliveries
Deliveries to event centres, conference venues, exhibition halls and similar locations may attract additional handling or access surcharges imposed by the venue or carrier. We recommend contacting us before ordering if your delivery address is a venue or event facility.
5.3 Freight-Intensive Items
Bulky, heavy or oversized items may incur additional freight charges depending on the delivery location. Any such charges will be confirmed with you before dispatch.
5.4 International Shipping
We can ship to select international destinations on request. Please contact us at info@brandsurge.com.au before placing an international Order so that we can confirm whether your location is covered and provide a freight quote. International Orders are accepted at our discretion.
6. Order Tracking
Where tracking is available, we will send you tracking details by email once your Order is dispatched. Not all carriers provide tracking, and as some Orders ship from multiple suppliers, you may receive more than one tracking notification. Contact us if you have any concerns about the status of your delivery.
7. Delivery Address
You are responsible for ensuring your delivery address is complete and accurate at the time of ordering. We are unable to deliver to PO Boxes, as Orders must be delivered to a physical business or residential address. We are not responsible for failed deliveries or lost parcels resulting from an incorrect address provided by you.
For Orders requiring delivery to multiple locations, please let us know when placing your Order, as additional freight charges may apply.
8. Failed Delivery and Unclaimed Parcels
If a delivery attempt is unsuccessful, the carrier will generally leave a notification with instructions for redelivery or collection. If a parcel is returned to us or our supplier, we will make every reasonable effort to contact you to arrange redelivery. Redelivery charges passed on by the carrier may apply, and we will confirm any such costs with you before arranging a second dispatch.
Unclaimed parcels will be held for up to 7 to 14 days. If we are unable to reach you, or delivery cannot be arranged within that time:
- decorated or custom-branded items cannot be refunded, as they have been produced specifically to your Order;
- undecorated or stock items may be returned to inventory, subject to a restocking fee; and
- any outstanding freight or redelivery costs remain payable regardless of the outcome.
9. Damaged or Lost Parcels
If your Order arrives damaged, please photograph the packaging and item immediately and contact us at info@brandsurge.com.au within 24 to 48 hours of delivery. For parcels that appear lost in transit, please contact us and we will liaise with the carrier on your behalf.
Once your Order leaves our warehouse or supplier's premises, delivery is handled by third-party carriers, and we are not responsible for delays caused by those carriers, although we will assist in tracking and resolving any issues. Refunds and replacements for damaged or lost Orders are handled in accordance with our Refunds and Returns Policy.
10. Contact Us
For all shipping enquiries, please contact us at info@brandsurge.com.au or through contact us.