Shipping Policy

Dispatch Timeframes

We strive to dispatch orders as quickly as possible, that's why we provide Next Day Dispatch on the majority of orders. Orders generally take 1-2 business days to clear from our warehouse, with 95% of orders dispatched within 1 business day. However some products require additional packing and handling prior to dispatch and therefore take longer to process. These can include:

• Boxing bags - boxing bags are made to order and filled prior to dispatch. Due to the additional time required to fill bags, there may be a backlog of orders being processed. Consequently, delays in dispatch may occur during peak times (eg. Black Friday, pre-Christmas)
• Heavy items - Bulky items and large orders are required to ship on pallets and often require additional packing prior to dispatch. 

Shipping Timeframes

Shipping time frame will vary depending on your location and the items you have ordered, but a general range is 1-7 business days from dispatch. Capital city metro areas can generally expect shipping times between 1-3 business days. Inner regional metro areas can expect shipping times between 3-5 business days. Shipping to outer regional areas can expect shipping times between 5-14 business days. 

Free Shipping

Our Free Shipping policy applies to most orders over $100 however charges will apply if shipping to more remote locations or if delivery requires a greater level of involvement by the courier eg. provision of a tailgate truck. If your order meets these criteria, we guarantee Free Shipping direct to your door with our "Leave Safe Home Delivery" option.

All deliveries are to curbside only eg. garage or front door. Due to courier regulations and rules, delivery operators are not allowed to transport items beyond the front door.

If you require assistance in transporting your product into the house, upstairs or similar, please contact us prior to delivery and we will happily arrange for assistance from our national network of third party specialist handymen. All handymen are vetted by us to ensure only the highest level of customer service and professionalism is provided.

A number of our products are heavy and bulky items, and as such there are some restrictions to our Free Shipping policy. For items over 40kg, these restrictions are as follows:

- Items over 40kg are shipped on pallets and therefore come under additional courier restrictions. Consequently, we are only able to provide Free Shipping of palletised orders to commercial addresses or to the nearest depot.

- Delivery of palletised orders to residential addresses are subject to an additional service fee from our couriers for the provision of heavy duty tail-gate trucks and associated extra labour.

HEAVY AND BULKY ITEMS (PALLETISED)

The receiver will be contacted prior to delivery to arrange a suitable delivery date and time. Deliveries are scheduled for either an AM or PM slot on any given day.

This service utilizes power tailgates with two-man crews or crane trucks when required and this is included in the quoted price. All goods in excess of 40kg in weight are palletised.

Delivery is to front car port, driveway, doorstep or wherever practical depending upon site access. Drivers are not permitted to move item(s) within the residence or around the property due to OHS reasons. Please contact us at the time of your order to arrange for our in-home set-up and installation service.
This service assumes reasonable and safe access to the site is available. Overhanging trees, steep driveways, unsealed driveways, narrow driveways or streets or an unforeseen obstruction may deem the delivery unavailable.

If your delivery address is a regional postcode, please contact us to see whether the Residential Delivery option and/or our in-home installation service is available in your area. If the Residential delivery option is unavailable, we will ship to the nearest depot or alternative commercial address.

"LEAVE SAFE" HOME DELIVERY

This service is available Australia wide for consignments containing individual item(s) less than 40kg in dead weight.

In utilizing this service the sender is acknowledging the carriers right to leave the goods at the recipients site without obtaining a POD signature. Where the item is left will be at the discretion of the driver. If the receiver happens to be home a signature may be obtained by the driver.

For Leave Safe Home Deliveries, you cannot request the driver to ring customer prior to delivery. They simply will not call your customer because in booking this job, you are authorizing the driver to leave the goods in a safe area if your customer is not at home. If you would like us to call your customer prior to delivery, you will need to book a standard home delivery.

Freight Warranty: For those customers with freight warranty, your freight is still covered whilst in transit for loss or damage. If your consignment is lost or damaged after confirmation of leave safe ("Driver POD" or system "Delivered" status) then your freight warranty coverage is void.

OTHER DELIVERY TERMS & CONDITIONS

Freight costs vary for each buyer depending on their post code/location.

Deliveries cannot be sent to a post office box as we do not use Australia post.

Couriers can only deliver Mondays to Fridays, 9:00 am to 5:00 pm only. Delivery windows are for AM or PM delivery.

We are unable to take requests for deliveries on specific days or specific times of the day. Delivery timing is at the sole discretion of the courier and can be subject to many factors making such requests impossible to meet.

Delivery charges are quoted as “curbside delivery” which means as close to your premises as practical for a truck and to the ground floor.

Larger items and pallets must have someone home to help unload. Due to WH&S regulations, courier drivers cannot be forced into lifting items over 20kg. If you require assistance in this regard, please contact us to arrange for a specialist handyman to transport your product into your desired location. We also offer our in-home installation service.

It is your responsibility to advise us:

If someone will be available to sign for delivery.

 

If there somewhere safe it can be left if no one is home (e.g. around the back of the house)

 

If the address is a business address. If so we will require the information regarding the business hours and the name of the building.

 

If you say you will be home and miss the delivery, you will be required to pick up your delivery from the freight companies depot. Alternatively, we can arrange a re-delivery however this will incur a charge depending on the size of your order.

 

We cannot advise you the exact day and time delivery will occur however, we will email you the tracking details and the freight company contact details and they can provide you a better estimation of the time.

 

If you request that the freight company leave a card and return your order to depot in the instance that you are not home, you will be charged a fee if you request re-delivery.