Check Out & Delivery
Problems at CHECK OUT
Can not check out with warning info "Your basket is too heavy to ship with Australia Post (20kg+)"
- This will happen when your order is over 20kg.
- Sometimes the Courier's freight calculation function does not work properly, at that time our freight quote is based on Australia Post, the maximum shipping weight is 20kg with this shipping method.
- However we will still process your order and dispatch it with couriers, please chose "pick up from store" to check out successfully, and one of reps will contact you for the freight cost shortly.
How much does it cost to ship an order?
- Our shipping rates are figured the same way as Australia Post, Couriers Please, TNT, TOLL IPEC, and Fastway Couriers.
- Their rates are based on weight, size, and destination of the package.
- Large items may incur higher shipping rates due to their dimensions.
Heavy items may incur higher shipping rates due to their weight.
Other extra service fees might be added, eg Redelivery Fee, Tailgate Service Fee, Residential Delivery Fee.
- Most in stock items are shipped by ground within one business day after we receive cleared payment.
- Except for holiday periods, eg. Christmas, you should have your in stock items within five to seven business days.
When calculating shipping days remember our carriers do not deliver on weekend and public holidays.
For Australia Post Express Shipping: Make sure the order is made before 11am if you want your order to be sent on the day you ordered, eParcel driver collects parcles at about 1pm. Monday is the exception because there are many orders are backlogged during weekend.
- For some large items, like grooming tables, we can only use courier or freight company to delivery.
- Please provide street address (no PO Box accepted) for large items.
- If items go missing we shall provide with all relevant tracking information as confirmation of goods sent.
Shipping Time Frame
- Order normally should arrive in 5 business days, and could up to 10 business days.
- Contact us if you don't receive your order after 10 business days.
Products with Free Shipping Special
- When check out with Free Shipping products only, please choose FREE Shipping option at checkt out.
- When check out with mixed products (including both Free Shipping and None Free Shipping products), the portion of the shipping cost for Free Shipping products will be automatically deducted from final price, so you only pay shipping cost on None Free Shipping products.
Special Shipping Notes for Large Items
- For heavy or bulky products, eg hydraulic / electric lifting tables, bath tubs or cage modulars, we will pick either TNT or TOLL IPEC as the appropriate shipping carrier to deliver your order based on the nature of your address.
- TNT will only deliver to commercial address, and no ATL can be arranged.
- TOLL IPEC can send to both residential and commercial addresses, and ATL can be arrange.
- An $80 tailgate service fee will be added to your final invoice before order can be dispatched. This fee is applied when there is no forklift or other heavy duty lifting tools onsite to unload shipment off the truck.
- Re-delivery fee might be charged if initial delivery is unsuccessful and require follow up deliveries, otherwise customer can pick up the order from local depot to avoid this fee.
- We have made 2 TNT shipping options available for bulky products TNT and TNT with Tail Lift Truck, please choose carefully.
- For more information please call us on 02 9608 6172, or send email to firstname.lastname@example.org