Shipping policy

Shipping Policy

Last updated: September 12, 2026

About PrimeGuard Supplies

PrimeGuard Supplies is a registered Australian business name held and operated by Matthew Bruce Glew.

ABN: 92 501 036 824
Business address: 13 Dulcie Street, Raceview QLD 4305, Australia
Email: support@primeguardsupplies.com
Phone: +61 414 154 668

PrimeGuard Supplies uses different fulfilment arrangements depending on the product brand and the customer’s delivery country.

The products available for purchase, product prices, currency and shipping options are determined by the delivery country selected on the website.

Our products, including BCW, Renniks and Lighthouse/Leuchtturm supplies, are offered for delivery to Australia and the United States, subject to stock availability and supported delivery addresses. Select your delivery country to view the applicable currency and shipping options.

Fulfilment locations

Renniks-supplied products are dispatched through Renniks’ Australian dropship service on behalf of PrimeGuard Supplies. BCW products are dispatched by BCW Supplies from 8984 IN-236, Middletown, IN 47356, United States. Orders may therefore be domestic or cross-border depending on the supplier and delivery address.

Shipping charges and free shipping

  • Renniks / Australian fulfilment to Australia: A$18.95 flat shipping; free shipping from A$149.
  • Renniks / Australian fulfilment to the United States: US$14.95 flat shipping; free shipping from US$149.
  • BCW / United States fulfilment to Australia: A$14.95 flat shipping; free shipping from A$149.
  • BCW / United States fulfilment to the United States: shipping is calculated by delivery zone and shipment weight, with free shipping from US$149. The configured Eastern & Central USA rates range from US$10 to US$154, and Western & Extended USA rates from US$11 to US$214, for the configured weight bands up to 154 kg. The applicable rate is shown at checkout.

Flat shipping rates are not per-item charges. Free-shipping thresholds include orders at the stated threshold. Australian-dollar rates and thresholds are fixed AUD amounts; they are not advertised as conversions of the USD amounts.

Rates apply to the relevant shipping profile. Orders containing products from different profiles or fulfilment locations may have combined shipping charges. The final shipping charge and applicable free-shipping eligibility for your cart are displayed at checkout before payment. Please contact us before ordering if you need help with a mixed-supplier order.

Processing and estimated transit times

Renniks orders are normally processed within 1–2 business days before dispatch. BCW orders are normally processed within 4–5 business days before dispatch. Processing is additional to the following estimated carrier transit times:

  • Australian fulfilment to Australia: 3–5 business days after dispatch.
  • Australian fulfilment to the United States: 6–17 business days after dispatch.
  • BCW fulfilment to Australia: 8–12 business days after dispatch.
  • BCW fulfilment within supported United States zones: 7–10 business days after dispatch.

Business days exclude weekends and applicable public holidays. Estimates are not guaranteed delivery dates and may vary with availability, destination, carrier conditions, peak periods, weather or inspections. Tracking is provided after dispatch when made available by the supplier or carrier. Express delivery is only available if offered at checkout.

If an order cannot be fulfilled within a reasonable time, we will contact you about waiting for supply, an agreed alternative, or an appropriate cancellation and refund. We will not substitute a product or increase an order charge without your agreement.

Product availability

PrimeGuard Supplies takes reasonable steps to keep the availability shown on the website aligned with information supplied by its fulfilment partners.

Occasionally, a supplier inventory discrepancy, simultaneous purchase, damaged warehouse stock or processing error may cause a product shown as available to become unavailable before fulfilment is completed.

If an ordered product cannot be supplied, PrimeGuard Supplies will contact the customer promptly. The customer may choose:

  • A suitable alternative, where one is available and the customer agrees;

  • Removal and refund of the unavailable product where the remainder of the order can proceed; or

  • Cancellation and refund of the affected order where appropriate.

PrimeGuard Supplies will not substitute a product or charge a different amount without the customer’s agreement.

Any approved refund will be issued to the original payment method. Customers will not be required to accept store credit instead of an available refund.

Supported delivery countries

Both supplier ranges are offered to Australia and the United States. Delivery depends on the address being supported by the relevant shipping zone and a suitable checkout rate being available. BCW’s domestic United States zones cover the 48 contiguous states and Washington, DC, excluding Alaska, Hawaii, territories and armed-forces postal regions. Contact us before ordering for an address or shipment outside the offered options.

We do not currently offer general delivery to countries outside Australia and the United States.

Separate and split shipments

An order may be dispatched in more than one package where products cannot reasonably be packed together or are dispatched separately by a fulfilment partner.

When an order is split:

  • The customer may receive more than one tracking number;

  • Packages may be dispatched on different days;

  • Packages may arrive on different days; and

  • PrimeGuard Supplies will not impose an additional shipping charge after checkout without first contacting the customer and obtaining the customer’s agreement.

Products from different suppliers may be dispatched separately from Australia and the United States. Applicable combined shipping charges are displayed before payment.

Delivery addresses

Customers should carefully check their name, delivery address, postcode or ZIP code and contact information before submitting an order.

If an address needs to be corrected, contact support@primeguardsupplies.com as soon as possible.

PrimeGuard Supplies will attempt to correct the address before fulfilment begins, but cannot guarantee that an address can be changed after the supplier has started processing or dispatching the order.

Where permitted by law, additional carrier charges caused by an incorrect or incomplete address supplied by the customer may be payable by the customer.

Nothing in this section limits any right or remedy that cannot legally be excluded.

Failed delivery and returned parcels

If a delivery attempt is unsuccessful, the carrier may:

  • Attempt delivery again;

  • Leave collection instructions;

  • Hold the package at a collection location; or

  • Return the package to the sender.

Customers are responsible for following carrier tracking and collection instructions where reasonably available.

If a parcel is returned because the customer supplied an incorrect address, did not collect it, refused delivery without an approved reason, or could not be contacted, PrimeGuard Supplies will contact the customer to discuss the available options.

Any redelivery fee will be disclosed and agreed upon before the parcel is resent.

This does not apply where the failed delivery resulted from an error by PrimeGuard Supplies, its fulfilment partner or the delivery carrier, or where applicable law provides otherwise.

Delivery delays

Carrier delays may occasionally occur because of:

  • Severe weather;

  • Natural disasters;

  • Peak delivery periods;

  • Industrial action;

  • Transport or network disruption;

  • Security or regulatory inspections;

  • Incorrect or incomplete delivery information; or

  • Other circumstances outside PrimeGuard Supplies’ reasonable control.

If tracking has not updated or an order appears substantially delayed, contact support@primeguardsupplies.com.

PrimeGuard Supplies will assist with reasonable enquiries to the supplier or delivery carrier.

Delivery estimates are estimates and are not guaranteed delivery dates. This does not limit any right or remedy available under applicable law where a product is not supplied within a reasonable time.

Lost shipments

If tracking indicates that a package may have been lost, contact PrimeGuard Supplies at support@primeguardsupplies.com rather than contacting the fulfilment supplier directly.

PrimeGuard Supplies may need to ask the supplier or carrier to investigate before approving a replacement or refund.

If the carrier confirms that a package has been lost, PrimeGuard Supplies will provide an appropriate remedy in accordance with applicable law and the circumstances of the order.

Damaged, missing or incorrect deliveries

Please inspect your order promptly after delivery.

If a product:

  • Arrives damaged;

  • Appears to be faulty;

  • Is missing from the shipment; or

  • Is different from the product ordered,

contact support@primeguardsupplies.com and provide:

  • Your name and order number;

  • A description of the issue;

  • Details of the affected product; and

  • Clear photographs of the product, shipping packaging and shipping label where applicable.

Do not send a product directly to BCW Supplies, Renniks or another supplier unless PrimeGuard Supplies has provided written instructions.

PrimeGuard Supplies will manage the enquiry and advise the appropriate next steps. Depending on the circumstances and applicable law, these may include investigation, replacement, repair or refund.

Taxes and import charges

The applicable product price, shipping charge and any taxes collected at checkout are displayed before payment. PrimeGuard Supplies will not add an undisclosed compulsory shipping charge after your order is placed.

For orders shipped between Australia and the United States, customers will not be required to pay additional import duties, import taxes or customs-clearance charges on delivery. PrimeGuard Supplies covers any such charges that apply. If a carrier requests an import payment, contact support@primeguardsupplies.com so we can resolve it.

Australian Consumer Law

Products supplied to Australian consumers come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Shipping Policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

For information about returns, faulty products and refunds, please read the PrimeGuard Supplies Return and Refund Policy.

Contact

For shipping questions, address corrections, tracking assistance or delivery problems, contact:

PrimeGuard Supplies
Registered Australian business name
ABN 92 501 036 824

Business and correspondence address:
13 Dulcie Street
Raceview QLD 4305
Australia

Email: support@primeguardsupplies.com
Phone: +61 414 154 668

Email is PrimeGuard Supplies’ primary customer-support method. We normally respond within one business day.

The PrimeGuard Supplies business address is not automatically the return address for an order. Customers must obtain return authorisation and the correct return address before sending a product.