We use the most reputable carriers such as Australia Post and Direct Freight Express to deliver our orders. We only use freight Companies that have up to date tracking systems, handle the goods appropriately and deliver in a timely manner. We also try to get the best prices so we can pass these lower costs on to our customers. If you compare our freight prices to our competitors, you will find that our prices are usually more competitive.
We work hard to despatch all orders either the same day or the next business day after we receive your order.
TRACKING YOUR PARCEL
Our carriers will email tracking details to you as soon as the order is accepted in their system. You can track delivery progress on the websites, details will be in the email. You can also phone the freight Company to get tracking information. Unfortunately there is often quite a wait before you can speak to an operator, so we recommend looking online first.
IF YOU’RE NOT HOME…
Our delivery drivers will leave the goods if you are not home unless you advise us to the contrary. If you are not likely to be home when the driver will deliver, you can let us know a place that you would like the parcels left. If you don’t let us know, that it is not OK to leave we won’t require a POD but the parcels are your responsibility if left. The driver won’t leave the parcels if he/she thinks it’s not secure. If you are not home and you advise it is not OK to leave when Australia Post arrives, they will take it to the nearest Australia Post office and you will have to pick it up. If this happens with Direct Freight Express, they will attempt redelivery at a later date. This is not ideal and it is better to have a successful delivery first time.
We will require ‘OK to leave’ for our larger items as the redelivery fee is quite expensive and there is a higher chance of damage.
HARD TO FIND OR REMOTE DELIVERY?
Let us know if you delivery location is a bit different to normal, we can usually make a note to the driver on our online despatch system. Just let us know when you make your order. Supplying your phone number(s) helps especially if you are out of town.
Parcels are usually delivered in 1-2 business days to Sydney, Melbourne and Brisbane, add another day or 2 if you are close to these cities. Adelaide is usually 3-4 days with another day or 2 to country SA. For other areas please contact us for an estimate. Times can be longer in peak periods and around holidays. We try to send all orders out by the next business day of receiving, this speeds up lead times, we can’t guarantee overnight delivery, we try to balance the cost against delivery times.
WE DO HAVE OUR MOMENTS…
Occasionally orders get lost with our carriers. We send out thousands of orders a year and only 1 or 2 get lost. Sometimes they turn up weeks later. In the unlikely event that this happens to your order, once it is clear that the item is lost (a few days overdue) we will usually redirect the consignment back to us and send out a new item to you at our cost. Our carriers have advanced barcode tracking systems so we can usually track a “lost” item down pretty quickly.
Very occasionally, goods get damaged in transit. If your item turns up damaged, please take photos of the unopened carton and then contact us within 14 days of receiving your order. Normally we request that you then send us photos of any broken products or parts so we can identify them. We will then send out replacement parts at our cost. Most of our products are made to our unique specifications, we also do the same with our packing. Products that get damaged in transit will be redesigned to make them more durable or have the packing redesigned. If we feel that there still is an unacceptable damage rate, we will stop selling the item.