SHIPPING FAQ’s (Frequently Asked Questions)
Q: How much does shipping cost?
The Freight cost is automatically calculated during the checkout process BEFORE you make payment so if you are not happy with the freight cost there is still time to cancel the order before you make payment. Shipping cost varies depending on the product and quantity ordered as well as your location within Australia. We have long established relationships with a variety of different freight companies along with Australia Post EParcel so we are able to offer our customers the best value price to their location. Alternatively you can email or phone our store for a freight quote, just remember to mention what you are wanting to purchase and your exact suburb and postcode.
When we book your package in for shipping, if it costs less than what you have been charged we will refund the overpayment of freight back into your account. We only charge customers what it costs us to package and deliver orders.
Q: How long will it take for me to receive my order?
This Depends entirely on where you live in Australia (See our Shipping Policy section of the website), and what item you order. Some items are made to order and can take up to 3 weeks to manufacture and despatch. Please check the Item Description for the Availability to get some idea of how long the item will take to despatch. For more information on supply time of items you are more than welcome to contact our store via email or phone.
Q: Can you tell me exactly what day or time I will receive my delivery?
No. As we don’t do any deliveries ourselves we have no control over what day or time deliveries are made. We can give you an approximate day of delivery but we cannot guarantee delivery on or by a particular day or time, that’s why we need delivery instructions for all orders.
Q: If an item is in stock how long will it take to despatch?
We pride ourselves on our service and fast despatch of orders. In 99% of cases, orders are packaged and despatched within 1 working day of the order being placed, payment being received and delivery instructions being provided. For orders of large items that are too large for Australia Post we require Delivery Instructions, failure to provide these will delay the despatch of your order whilst we chase you up for that info.
Q: Why do you need Delivery Instructions for my order?
For any order too large for Australia Post that are being delivered to a residential address we must have Delivery Instructions on where the courier can leave the item on your premises if no one is home for delivery.
If the order is going to a business address we need the name of the business along with the opening hours. We cannot despatch orders until we have this info as the courier will return the goods to our warehouse if they turn attempt delivery and no-one is home and they don’t have instructions to leave on your premises.
Q: Do you deliver to my door?
Where possible the transport companies we use will deliver to your door however in some cases (Remote Townships, Islands, Isolated Communities, etc) delivery will be to the Nearest Depot or Town with a drop-off point for the customer to collect. In some regional towns you may also find freight is only delivered once a week so delivery may take longer than expected. Unfortunately in these cases we don’t always know this information when the goods are shipped, only when we are looking into an ETA for delivery.
Q: I already placed an order and I’m just following up on when I can expect delivery?
If it’s still within the time frame originally quoted to you (Item despatch time quoted in ad + approx delivery time quoted in Shipping Policy on website), then chances are it’s still on the road heading towards you. Unfortunately we have no powerful influence over freight companies when it comes to guaranteed delivery times however if you want to make sure there has been no problems then email us with your name, order number and date the order was placed and we will make an enquiry with the relevant freight company and get back to you as soon as we have some news. If your order is taking a bit longer than we expected we apologise and thank you very much for your patience.
Q: What do I do if my goods are damaged when they arrive?
If you receive an item that has been damaged in transit please note that it is damaged on the consignment note when you sign for it and advise us within 24 hours of receiving the deliver so we can immediately make a claim against the Delivery Company.
We require you to email us all the info regarding the damaged item and if possible, photographic evidence of the damaged packaging and of the damaged item/s.
Once we receive the required info and pictures we will arrange for a replacement item to be sent and for the damaged item to be returned. Transport Companies only accept claims for damage within 24 hours of delivery so please don’t leave the order laying around for a couple of weeks before trying to make a claim because it will be refused.