Shipping policy

Delivery Information
We offer flat rate shipping of $15 (incl GST) for order under $150 throughout Australia. We do however charge a shipping surcharge for a number of products which we deem bulky or heavy. Please see the Bulky/Heavy Surcharge section below.

 

Dispatch Timescales
We aim to process and dispatch orders (where the full order is in-stock in our warehouse) received prior to 1pm local time on the day we receive the order. Orders received after this will usually be dispatched the following business day. In-stock order placed over the weekend will be dispatched on Mondays (where the Monday is not a public holiday)

Where orders contain items which need to be ordered in from our suppliers (our website will have indicated an estimated number of days before we dispatch), we reserve the right to hold the order until all items are available and dispatch the order together.  Where stock for an order is held across multiple warehouse, we may dispatch the order in multiple consignments.

Stock holding is not mirrored across all warehouses, so whilst we would try to send your order from the closest warehouse to reduce the delivery time, we may not always dispatch from the closest warehouse.

If your order is time critical we recommend you contact us using the Live Chat facility prior to placing your order.

 

Delivery Timescales

Small Orders (under 3kg and small dimensions)
Where possible we will send out all light/small orders using StarTrack using their express satchell service.  We do not charge extra for this.  This express service is usually next day, however there is no guarantee of this.

Other Orders
We have a range of delivery companies which we use to deliver larger/heavier orders. The choice of company will depend on the location and type of delivery that your order requires. In general your delivery will be done by one of Australia Post eParcel Service, AirRoad, StarTrack or Foxline (Perth only).  The following delivery times are a rough indication as to how many days after dispatch, your order will take to arrive

• Perth Metropolitan Area - 1 to 2 business days
• Rest of WA - 1 to 5 business days
• Melbourne Metropolitan Area - 1 to 2 business days
• Rest of VIC - 1 to 4 business days
• Sydney & Adelaide - 2 to 4 business days
• Brisbane - 2 to 5 business days
• Darwin & Hobart - 4 to 7 business days
• Remote / Country - 5 to TBC business days

NOTE: The above times are estimates only and may depend on the location of the stock required to fulfill your order

 

Tracking Your Order
You will receive an email from us once your order has been dispatched.  This email will contain details of the delivery company who we have used and a consignment tracking number. Most of our transport companies have the ability to track your package but Foxline does not. Where tracking is available, the email will provide a link to that page so that you can track your order.

 

Click & Collect Orders
Our website provides the ability to select to collect your order from one of our warehouses.  Before ordering, you should take careful note of whether your item is in stock. When an items on your order is not in stock it may take us a number of days before you can collect this from our warehouses.

Some items are only stocked in particular warehouses. If you order an item which is never stocked in your collection warehouse we will contact you and make arrangements for this to be delivered to you instead.  This may result in us requesting the appropriate delivery charges (as per our website).  If you are unwilling to pay for the delivery, we reserve the right to cancel your order and refund you in full.

IMPORTANT: You must place an order on our website to be able to click and collect.  You cannot just turn up at the warehouse to purchase. Also, please wait to receive an email indicating that your order is ready to collect before you go to the warehouse to collect your order.

 

Authority To Leave
We will automatically apply an 'Authority to leave' to consignments for orders whose value is not above a certain threshold, otherwise a signature will be required on delivery.  If you are not likely to be home to sign for your order, you can request that we put an Authority to Leave instruction on your order, however when this happens, the customer assumes all responsibility for any lost/stolen orders which the delivery company has reported as delivered with an Authority to Leave.

 

Bulky/Heavy Delivery Surcharge
Due to the heavy or bulky nature of some of our products we have no choice but to implement surcharges over and above our normal flat rate delivery fees.

We have implemented these changes to ensure that we can keep the prices of our items as low as possible.  Unfortunately, due to the geography of Australia, delivery costs can vary greatly.  Items are sent out of our depots in Perth or Melbourne and whilst we want to maintain the simplicity of having a flat rate delivery charge with free shipping over $150 we have found that heavy and bulky items to rural areas have become infeasible within this model.

Rather than penalise all Trade Warehouse customers by increasing our prices to cover these shipping costs, we have decided to apply shipping charges on heavy/bulky items to particular postcodes where the shipping costs are high.

We hope that all Trade Warehouse customers can see that this is the only sensible option in dealing with these few heavy/bulky products and ensures we are able to keep our products at our usual low prices.

Our surcharges as based exactly on what we are charged from our carriers AirRoad, StarTrack & Australia Post.  We do no inflate these charges at all.  What you pay, is what we pay.

You will get an accurate cost for any delivery surcharges when you go to checkout on the website.Occassionally our quote system may not accurately retrieve the rates from our transport company. We reserve the right to charge you what we are being charged for delivering bulky and heavy items to remote postcodes. If this situation occurs we will contact you with the price we are being charged and you will have the option to pay this, or we will cancel your order and refund you in full.

The list below provides an indication on the products which do incur surcharges to some postcodes.

• Some boxes of Batten Screws
• Some boxes of Type 17 Screws
• Some boxes of Self-Drilling Screws
• Tornado Screws
• Rolls of Wire Mesh
• Thermasheet
• Shower Seats
• Shower Trays
• XPS Board
  

If you are ordering a signifiacnt amount of the above items, please call us on 1800 302511  to discuss delivery options because we may be able to pallatise your order and send it with a bulk carrier with whom we have better rates.

 

Delivery Surcharges - Remote Areas
In addition to the delivery surcharges above, our carriers can impose an additional surcharge for remote areas.  This remote surcharge is $100 +GST.  We pass on the surcharge exactly as we are charged by the carrier.

Some delivery postcodes require a quotation from our delivery company.  Where this is the case, you will notice a very high delivery fee.  This is not the delivery cost. This is intentionally high in order that you don't proceed with your order.  Instead contact us to discuss options and get a quotation.