Shipping & Deliveries
Shipping and Delivery
3.1 Customers may make their own arrangements to pick up their orders from our premises or organise a third party to pick up on their behalf. If collecting order, please contact us an hour in advance of the intended time of pickup so we can ensure your order is ready and packed for you. Pick up of orders is available from Monday to Friday 9:00 am to 5:00 pm.
3.2 We can also deliver orders directly to our Customers within the City of Greater Geelong. Any deliveries outside the City of Greater Geelong will be shipped and delivered by normal or specialised courier.
3.3 Delivery of all orders requires signature confirming that the order has been received, checked for faults or damage and accepted as being fit for purpose.
3.4 In the event that no one is present on site to accept delivery, you acknowledge that you accept all potential risk liability with respect to those Goods once delivered.
3.5 All normal courier deliveries for bulky and large Goods are for “curbside service” delivery performed by one person. This service is limited to delivery to the ground floor. This service does not include taking products up a flight of stairs or into difficult to access areas. We strongly recommend having several people ready to assist with accepting delivery for this type of delivery service.
3.6 Specialised delivery service can be arranged when site to site delivery is required. This premium service is designed to make use of vehicles with hydraulic tailgates as well as two or more people performing the delivery. This service is ideal when freight requirements include unpacking and/or positioning delivered Goods on-site as instructed. A quotation can be provided for this service by our team upon request.
3.7 If delivery of your Goods is delayed or is unable to be completed for any reason, the shipping service provider will try to communicate with the Customer directly. We will be contacted by the shipping service provider if they are unable to get in touch with the Customer directly. Some common causes for shipping delays and failed delivery attempts may include:
• Missing Delivery Street Address. In this instance, we will attempt to contact the Customer to obtain the needed information.
• Missing Delivery Contact Number. Our assigned delivery drivers and our operations team require a contact number in case they to contact the Customer for any concern regarding the delivery.
• Delivery Address Unattended. When no one is present at the delivery address to receive the order when it arrives, a card will be left with contact details for the Customer to arrange re-delivery. Additional fees will be charged for every re-delivery attempt.
• Incorrect Address. Orders cannot be delivered when the delivery address provided is incorrect. It is important that the Customer check if the correct delivery address has been entered when placing an order. In the event delivery was attempted to the incorrect address provided, a re-delivery and change of delivery address fee will be charged.
3.8 All external shipping and delivery services we organise are strictly at the request and on behalf of the Customer. All risk of loss or damage to the goods passes to the Customer when we dispatch the Goods and the assigned shipping service provider or agent has taken receipt of the Goods on behalf of the Customer. To minimise and avoid risk in the event where order is lost or damaged in transit, we highly recommend obtaining additional Shipping Insurance cover.