Store Policy
Lost or damaged orders: If your item arrives damaged, please email our Customer Care team at support@soundwavememorials.com.au, with a photo of the damage. We’ll arrange a replacement. Tracking is provided for all shipments. For delivery-specific questions, please contact the carrier directly. If your order hasn’t arrived within 30 days of dispatch, please contact us and we’ll assist with a replacement.
Delivered but not received: If your tracking shows “delivered” but you haven’t received your parcel, please allow 10 days from the delivery scan date for it to arrive (shipping volume and tracking delays can occur). If it still hasn’t arrived after 10 days, contact support@soundwavememorials.com.au, for assistance. Please note: for parcels marked as delivered, we can offer a one-time courtesy replacement once you provide a missing parcel claim number from the courier. Refunds are not issued for parcels marked as delivered.
Delivery attempts and returns: The carrier may contact you using the phone number supplied at checkout. The carrier will attempt delivery twice before returning the parcel to us. Returned orders will be refunded to the original payment method. Please note: international shipping costs are non-refundable.
Gift cards: Gift cards are non-refundable. Purchases made using a gift card will be refunded back to the same gift card (where applicable).
Duties and fees for international orders: We are not responsible for any duties, taxes, or fees charged by the courier or local authorities before delivery. International shipping, duties/taxes, and rush fees are non-refundable.
Coupons and discounts: Discounts must be applied at checkout. We can’t apply discounts to orders that have already been placed.
Free gifts: If your order includes a free gift, it must be returned with the main item to receive a full refund.
Refunds (where applicable): If your item is eligible for return, refunds are processed within 5–7 business days after we receive your return. You’ll receive an email confirmation once the refund is issued.Please allow 3–5 business days for your bank to process the refund. If you still don’t see it after checking with your bank or card provider, contact support@soundwavememorials.com.au.
Cancellations: You can cancel for a full refund before your order enters production. Email support@soundwavememorials.com.au
as soon as possible.
Privacy & Safety
At Sound Wave Memorials, we are committed to safeguarding the privacy of our customers and the memories entrusted to us. Any personal information collected during the ordering process, including names, addresses, email details, and payment information, is securely stored and used solely to fulfil orders and provide customer support. We do not share this information with third parties except where required for order processing and delivery.
We also respect the deeply personal nature of the memorials we create. We will never share, display, publish, or use photos, sound waves, frames, or memorial webpages for marketing, promotional, or any other purpose without your prior written consent. Your memorial remains private and under your control.
Any data collected for analytical purposes is anonymised and used only to improve our services. We are dedicated to maintaining the confidentiality, security, and integrity of your personal information and memorial content at all times.