Delivery, Cancellations & Returns
When you request a quote or submit an order you will see 'TBA' (To Be Announced) instead of a dollar amount against shipping in the summary box. We will review your quote request or order and let you know what shipping charges apply. These will be added as a Shipping line item to the quote or order.
Available delivery options for non account customers are either standard or express only. Delivery for account customers will be managed according to existing agreed means. Please use the comments section to request any specific delivery requirements.
The cutoff time for shipments is 1300 AEST Monday to Friday i.e., we will not be able to process orders entered after this time until the next work day. The average number of days between order creation and order ship date is two (2) days. We do not ship on Saturday, Sunday or Public Holidays (Australia). Road delivery times can vary due to factors such as customer location (metropolitan or regional) and carrier service times within a geographic region. Although delivery to metropolitan areas is often quicker, it's recommended customers allow five (5) working days before contacting us to check on the status of an order.:
- Road - typically within 3 to 5 days after ship date
- Air - typically within 1 to 2 days after ship date
Cancellation & Returns
Please choose carefully as you may not be eligible for a refund or exchange for incorrect product selection. If eligible, restocking fees may apply. Orders cannot be cancelled by the Customer under any circumstances without our prior written consent. All requests to return items or notify us of defective items must be made using the Request a Return link within a relevant sales order. To submit a return request, click on the Purchases heading of the My Account menu then click Purchase History. Select the relevant sales order from those listed and click on the Request a Return link. This will generate a return authorisation request. Please provide as much information as you can describing the reason for requesting a return.
We assess each return authorisation request on a case by case basis. We will let you know if return of item(s) is permissible or necessary and if applicable the return delivery address. If returning item(s) please ensure your Return Authorisation number is included with and clearly displayed on the packaging of returned items. This will help us to identify and process your returned items without delay.
Items remain the customer's responsibility until they reach our advised return delivery address. Please ensure items are appropriately packed to reduce risk of damage during return.
It can take up to 5 working days before we receive a return. We will inspect returned items when received, and assess item condition and any claimed irregularity. We will contact you to notify findings and whether the items will be replaced, returned, or retained. We will issue you a credit note or refund advice if a refund is appropriate.