Last updated: May 2026
This policy explains how Gutter Guards Company (a division of Caruso Consulting Co Ltd) handles delivery of orders and how returns and refunds are processed. We want every customer to have a smooth, transparent experience from order to delivery.
We deliver worldwide. We operate dedicated country stores for Australia, Canada, Ireland, New Zealand, Singapore, the United Kingdom, and the United States. Customers outside these primary markets may also place orders — please contact us at [email protected] to confirm availability and shipping costs to your location before ordering.
We pride ourselves on being able to reach markets and locations that other suppliers cannot or will not serve. Whether you're in a major city or a rural area, we'll do our best to get your order to you.
Shipping costs are calculated at checkout based on your delivery address, the weight and dimensions of your order, and the shipping method selected. All applicable shipping fees will be clearly displayed before you confirm payment. We do not charge any hidden fees after purchase.
From time to time we may offer free or discounted shipping promotions. Any such promotions will be displayed on the relevant country store website and are subject to the terms stated at the time of promotion.
Delivery times vary by destination and the courier service selected at checkout. As general guidance:
These are estimated transit times after dispatch and do not include order processing time (typically 1–2 business days). Delivery times are not guaranteed and may be affected by public holidays, customs clearance, carrier delays, or other circumstances beyond our control. We will notify you promptly if we become aware of a significant delay affecting your order.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel. Tracking information may take up to 24 hours to update in the carrier system after dispatch.
International orders may be subject to import duties, taxes, and customs clearance fees levied by the destination country. These charges are entirely the responsibility of the recipient and are not included in our product prices or shipping costs. We have no control over these charges and cannot predict their amount. We recommend contacting your local customs authority for information before placing an international order.
It is your responsibility to ensure that the delivery address provided at checkout is accurate and complete. We cannot accept responsibility for orders that are delayed or lost due to an incorrect or incomplete address. If you notice an address error immediately after ordering, please contact us without delay at [email protected] — we will do our best to make corrections before dispatch, but this cannot be guaranteed.
If your order does not arrive within the expected timeframe, or if items arrive damaged, please contact us at [email protected] within 14 days of the expected delivery date. Please retain all packaging materials and take photographs of any damage — these will be required to process a claim with the carrier. We will investigate and, where appropriate, reship or refund your order.
We want you to be satisfied with your purchase. If you are not happy with your order for any reason, you may return unused, undamaged items in their original packaging within 30 days of receipt of your order.
To initiate a return, please contact us at [email protected] with your order number and the reason for return. We will provide you with return instructions and, where applicable, a returns authorisation number. Do not return items without prior authorisation, as unauthorised returns may not be accepted.
To be eligible for a return, items must be:
Items that have been installed, cut, modified, or damaged after delivery are not eligible for return unless the item is faulty. Custom or special-order products may not be eligible for return unless they arrive defective.
If you receive a faulty, damaged, or incorrect item, please contact us within 14 days of receipt with photographs and a description of the issue. We will arrange a replacement or full refund at no cost to you, including any return shipping where applicable.
Once your return has been received and inspected, we will notify you by email of the outcome. If your return is approved, a refund will be issued to your original payment method within 5–10 business days. Please note that your bank or card issuer may take additional time to process and post the credit to your account.
Shipping costs are non-refundable unless the return is due to a fault on our part (faulty or incorrect items). If you received free shipping on your order, the cost of outbound shipping we incurred may be deducted from your refund in certain circumstances.
Unless your item is faulty or we made an error with your order, the cost of return shipping is the responsibility of the customer. We recommend using a tracked shipping service for returns, as we cannot accept responsibility for returns that are lost or damaged in transit back to us.
We do not currently offer direct exchanges. If you wish to exchange a product for a different size or specification, please return your original order for a refund and place a new order for the item you require.
For all shipping and returns enquiries, please contact our customer support team:
We aim to respond to all enquiries within 1–2 business days.