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Delivery & Returns Details

Delivery / Shipping Information

Flat rate shipping of $10 +GST ($11 incl. GST) is available on the majority of purchases to most destinations in Australia from Perth to far North Queensland.  

Combined Orders over $136.36 +GST ($150 incl. GST) automatically qualify for FREE SHIPPING anywhere in Australia (note: some heavy or bulky items may still attract a surcharge - see information below). Please ensure that multiple items are purchased in the same transaction (i.e. the same order) to qualify for combined shipping.

Order Processing

We aim is to process & despatch (where the full order is in-stock) the majority of orders received during business hours on the day of receipt. Orders received after 1400 hrs local time will usually be despatched the following business day.  Orders placed online over the weekend will be dispatched on Mondays (stock dependant) where the Monday is not a public holiday.

Where orders contain items which need to be ordered in from suppliers we reserve the right to hold the order until all items are in stock and can be dispatched together. We reserve the right to provide the same item from a different manufacturer where (in the case of screws and fixings) the gauge and length of screw are the same. Head sizes may vary very marginally between different suppliers. We may sometimes dispatch part of the order separately and we may dispatch parts of orders from different warehouses (which may not be your closest warehouse).  If you have have a particular time critical order, we recommend you contact us prior to placing your order to discuss this with us. 

Upon dispatch of your item, you will normally receive an email to the email address on your account which will give details of the shipping company and consignment number so that you can track your parcel.

Delivery Times

Small Orders (under 3kg combined weight and of small dimensions)

Where possible we send out all small orders using StarTrack in an express satchel.  This is usually when the orders and small in dimensions and weight less than 3kg.  We cannot guarentee sending with StarTrack Express and this service provides no guarantee of a next day delivery, however next day delivery is common when using this service to destinations in the metropolitan areas of Perth, Sydney, Melbourne, Adelaide and Brisbane.

All Other Orders

We have a range of shipping carriers which we utilise to distribute larger/heavier orders.  In Perth we use Foxline and for all other areas of Australia we will send orders with AirRoad, StarTrack or Australia Post.  The following delivery times are a rough guide to how many days after dispatch your order will arrive.

  • Perth Metropolitan Area - 1 to 2 business days
  • Rest of WA - 1 to 4 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 days

NOTE: The above times are estimates only and may depend on the location of the stock required to fulfill your order.  We reserve the right to ship from either of our warehouses (or a supplier's warehouse direct), so please check with us before ordering if you have a time sensitive order.  The stock levels contained in our warehouses are clearly displayed on our website.

Tax Invoices & Declared Values

All of our shipments include a tax invoice. We represent all of our products as merchandise and the declared value for each item will be the exact price that you paid for it. We also note shipping charges on the tax invoice as required by the carrier.

Tracking Your Package

You will receive a shipment confirmation e-mail the day that your order leaves our warehouse. This email will contain your tracking number (if available) along with a link to the tracking website for your package.

Customer Collections

Customer collection from Sydney & Perth is acceptable but by prior arrangement only as this allows our team time to pack your order. You should select 'click & collect at checkout' or contact us following your purchase if you want to arrange to collect your items. If you have a need for your items by a specific time or date, please contact us prior to purchasing the item/s to confirm that you can collect by your required date/time.

Authority To Leave

By default most deliveries will require a signature when they are delivered.  We may at our discrection include an authority to leave for smaller value orders.  If you are not going to be at your delivery address between business and collecting the item from the shipping company's nearest warehouse will cause you significant inconvenience, you can request that include an "Authority to Leave" on the consignment.  If you want us to do this, you should include this information in the comments section in the Checkout process.  When an Authority to Leave is requested, the customer assumes all responsibility for any lost / stolen orders which the shipping company is reporting as successfully delivered with an Authority to Leave.

Delivery Surcharges

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 Sydney 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 and TNT.  We do no inflate these charges at all.  What you pay, is what we pay.

To get an accurate quotation on your surcharges you will incurr on your order, add the items to the cart and then view the cart, complete your state and postcode and click the button "Get a Quote." 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
  • 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.

 

Returns Policy

All products sold by Trade Warehouse are brand new.

Trade Warehouse are committed to selling high quality products & to complete customer satisfaction. If you are unhappy with any item you receive, please contact us immediately to resolve the matter.

We offer a standard 30 day reseller warranty on all products, after this time the manufacturer's warranty may cover for a further period for faults or defects. For example towel rails have a 10-year manufacturer warranty. Trade Warehouse will assist with any manufacturer warranty claims.

The reseller or manufacturer WARRANTY DOES NOT COVER INCIDENTAL OR CONSEQUENTIAL DAMAGES SUCH AS PHYSICAL INJURIES OR PROPERTY DAMAGE, LOSS OF TIME OR INCONVENIENCE RESULTING FROM THE FAILURE OF ANY ITEMS.

Faulty / Incorrect Items

You must notify Trade Warehouse within 7-days of receipt of your order of any defects or faults, or if you have received the incorrect item, please email [email protected].

Trade Warehouse will issue a new replacement item if received defective or the incorrect item was shipped. If the item is out of stock, a credit will be issued for the full amount of the item. Trade Warehouse will either arrange the return of the original item or refund the cost of return shipping if the customer returns the item.

Exchanges

Trade Warehouse are unable to offer exchanges. However, if you have ordered the wrong item, Trade Warehouse will accept the return of the original order, subject to a new order being placed via our website. Once the new order has been processed and paid, please email [email protected] to request a returns authority for the original order. The terms of the return is subject to the same conditions as Change of Mind / Non-Faulty items.

Change of Mind / Non-Faulty Items

Trade Warehouse may at their discretion accept returns where the product is simply a change of mine / non-faulty item. You must notify Trade Warehouse within 7-days of receipt of your order if you wish to make a return.
Some items maybe subject to a re-stocking fee, which Trade Warehouse will confirm on acceptance of the return.
Re-stocking fees vary for different suppliers and Trade Warehouse are happy to advise what this fee is (if any) prior to making your purchase. Please email [email protected]

How Returns / Exchanges Work:

  • You must notify Trade Warehouse within 7-days of receipt of your order that you wish to return the item.
  • Email us at [email protected] with your order number, along with a detailed explanation of why you need to return or exchange an item.
  • If you do not have your order number, please indicate the date of order, full name and email address that was used on your original order.
  • Trade Warehouse will endeavour to respond to you within 24 hours.
  • Trade Warehouse will advise of any re-stocking fees prior to accepting the return
  • Change of Mind/Non-Faulty items MUST be in the same condition as they were received and in the original packaging
  • It is the responsibility of the purchaser to pay for shipping costs to return the item(s) and they must be returned to the original dispatch warehouse
  • The actual cost incurred by Trade Warehouse for the original shipping out to the purchaser will be deducted from any refund due
  • Trade Warehouse highly recommend that you use a signed for or tracked service when returning your item as we cannot be held responsible for good that do not arrive back at our warehouse