Delivery instructions

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Last Update Feb 2023

Kindly be advised that the delivery service we offer is provided by third-party delivery companies, and we have no control over the delivery process once the items leave our warehouse. Therefore, we kindly request that you carefully review the delivery instructions before placing your order with us. If you have any questions, please do not hesitate to contact us.

• We highly recommend that our customers book their delivery 1-2 days before the scheduled work start date or before arranging for workers to be on site. Please note that we cannot guarantee precise delivery hours, so we suggest avoiding arranging for workers or starting work on the same day as the delivery.
• Order prepare time: For standard in stock orders, we strive to have these dispatched within 48 hours (2 business days) of your order being placed and paid for. Orders submitted from Friday afternoon to Sunday evening or public holidays will not be processed until the next working day. For special order products, at supplier products or products that are out of stock, the lead time will be advised by our team. If you have not received a lead time, please contact us.
• Delivery time: From dispatch, the estimated Melbourne metro area delivery time is 1 to 3 business days (excluding weekends). Please note these delivery times are estimates (not guaranteed). Orders submitted from Friday afternoon to Sunday evening or public holidays will not be processed until the next working day. Delivery times may be longer than normal for orders placed during popular promotions and around seasonal events and public holidays such as Easter and Christmas. Please allow extra time for delivery during these peak periods. Delivery may take a little longer to rural areas, so it’s best to order early. Delivery times do not include day of dispatch.
• Delivery hours: We will do our best to assist you in resolving any issues that may arise, and we can also leave a note for the delivery driver. However, please note that specific delivery hours cannot be guaranteed. We can confirm that deliveries occur Monday - Saturday between 8:00am - 6:00pm. 
• Delivery methods: In most circumstances, pallet deliveries for the Melbourne metropolitan areas are delivered using a truck accompanied by a forklift that detaches from the truck. However, other delivery methods such as a pallet jack may also be used depending on the delivery company's schedule, the driver's decision, and different circumstances.
• You have the option to use your own delivery company to pick up your order from our warehouse. Our warehouse pick up hours are from Monday to Friday, 9:30am to 4:00pm, and we have a forklift available to assist with loading. If your driver is picking up the order after hours, please inform us in advance so we can provide instructions on where to pick up the order. In this case, forklift loading will not be available, and your driver must come with their own forklift, pallet jack, or tailgate to load the order onto their truck.
• Delivery cost: Generally, a forklift assisted delivery starts from $180 for first pallet within Melbourne metro area. Please note when freighting large or heavy items sometimes postage costs can be higher than anticipated, in particular when sending goods interstate or regional areas. Our team will be able to give you an approximate cost of shipping for your order. Feel free to contact us to discuss. If the order has already been dispatched from our warehouse, cancellation of the order will result in haulage charges by our delivery company to return the products to the warehouse, such charges to be your responsibility.
• Delivery information: To arrange for delivery, we require your name, contact number, and delivery address, along with any special instructions you may have. Please note that we will need your consent to share this information with third-party delivery companies. On the day of delivery, the driver will contact you before dropping off your pallets or goods. We will only use your information to arrange delivery and keep it on record linked to your invoice. For further details, please refer to our Privacy Policy.
• Unload location: It is very important that the ground is level and hard such as tarmac or concrete. Grass, soil and gravel are not suitable areas for unloading. The goods will usually be left kerb-side as the delivery company will not be able to take the delivery vehicle or forklift onto your driveway or backyard due to the risk of damage to your property. Unless quoted otherwise, we usually offer a kerbside delivery as standard for all large and bulky items and include offload for palletised goods such as paving or decorative stone. This means your goods will usually be left on the kerb at the foot of the garden/drive. If you require the goods to be moved closer to the property then you can request this with the driver. Providing the ground is stable and even, he/she may be willing to take the goods further onto the premises for you, however, this is entirely at the drivers discretion and your own risk. Please be sure to advise us in advance if you foresee any problems with the delivery as there will be costly redelivery fees if the delivery company has to make a further attempt to deliver as a result of potential problems not reported in advance.
• Empty pallet return: Unfortunately we do not have facilities to accept crates and pallets back.

Please check our Terms and Conditions and Returns Policy for more information.