Shipping Policy
Shipping
Orders placed through our website can ONLY be shipped within Australia.
By specific arrangement we can also ship to select International locations, subject to product licensing and shipping limitations. If you require shipping outside of Australia, please contact us with the items you require and your location and we will advise if we are able to assist.
Orders are sent using the best delivery methods available for the size, weight, and attributes of the goods being shipped as well as the delivery destination. To accommodate the variety in consignments and destinations, we utilise Australia Post Parcel Post, Express Post, Fastway Couriers, Startrack and specialised Freight Companies. A signature will be required for most deliveries, so it is essential that you provide an address that has someone in attendance during business hours.
When you place an order, we will estimate shipping options for you based on the entirety of your order and your location. All available shipping options will be presented for your selection. In some instances you may be able to choose from up to 4 possible shipping options, while in other cases there may only be one option available.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilo.
Dispatch
We make every effort to keep reasonable stock holdings of most items, enabling us to ship, in most cases, within 3days of receipt of your order. There are, however, any number of reasons that can contribute to an item being unavailable at the time of shipping. If stock levels are insufficient to ship your order in a timely manner you will be advised and offered part shipments. If an item is unavailable from a manufacturer then you will be offered a refund for that item. You should expect to receive an automated email when your shipment has been dispatched.
Parcel Tracking
Australia Post Parcels under $10 are not tracked. All other shipments are given tracking numbers. When your order is shipped you will be sent the tracking details for the shipment. You can track these online with the freight company as stated in the email. For example, Startrack or Couriers Please. For ease of management, we are happy to track and followup on any parcels that have not been received in a timely manner. Please email us with your order number and we'll advise of your parcels progress.
Delivery Time Frames
Any delivery estimates provided are to be taken as a guide only and cannot be taken to be exact and should not be wholly relied upon. While we endeavour to work with you to meet your time frames, we cannot be responsible for external factors that may impact our ability to get a parcel to you as estimated. If your purchase is dependant on receiving your item by a particular day please contact us to discuss.
Unsuccessful Delivery
If the delivery has been unsuccessful for some reason (ie. no-one was present to receive the parcel) you will be left with a calling card. This will contain the tracking/consignment number and a phone number to call to organise collection.
With parcels shipped by Australia Post and Fastway, you may be able to organise re-delivery at no extra charge. All other couriers and freighters will not redeliver and will require you to organise collection of the items from their nearest depot.
To avoid re-delivery charges or the inconvenience of having to collect your order please ensure that you provide a delivery address that has some-one in attendance during business hours. All parcels must be signed for and cannot be left unattended.
Missing Shipments
If you believe that your item has not arrived in a timely manner please contact us. Usually the item has simply been delayed in the delivery process and by notifying us, we can investigate and should be able to provide a better estimate of delivery.
Occassionally our investigations identify that a parcel has become lost in transit. Any claims against lost shipments can only be made once the parcel is officially declared lost by the relevant shipping company, which can take from a few days up to 2 weeks after the investigation is initiated. We understand that this can be a frustrating time and we ask for your patience while we work to address the issue.
Depending on the circumstances, lost shipments may be replaced or refunded.
