At Koala Fencing, we strive to ensure that your products are delivered safely and efficiently. This Shipping Policy outlines the terms and conditions for the shipping and delivery of products purchased from us.
1. Shipping Areas
Greater Brisbane Area:
- For customers within the Greater Brisbane area, we offer delivery using our own truck for a more personalised service.
Other Areas in Australia:
- Orders outside the Greater Brisbane area are shipped via trusted third-party carriers.
International Shipping:
- Currently, we do not support international shipping.
2. Shipping Costs
Greater Brisbane Area Deliveries:
- Delivery costs depend on the order size and distance. Fees will be provided during the order process.
- Free delivery may be available for orders above $5,000.
Other Locations:
- Shipping costs are calculated based on the delivery location, product weight, dimensions, and selected shipping method.
- Costs will be displayed at checkout.
3. Delivery Timeframes
Greater Brisbane Area:
- Orders delivered by our truck are typically delivered within 1-3 business days after processing.
- Exact delivery dates will be coordinated with the customer after order confirmation.
Other Areas in Australia:
- Delivery times vary by location, generally within 5-10 business days.
Custom or made-to-order products (e.g., custom gates) may have longer lead times, with estimated timelines provided during the order process.
4. Order Processing
Orders are processed within 1-3 business days after payment confirmation.
Orders placed on weekends or public holidays will be processed on the next business day.
5. Delivery by Our Truck
Our truck deliveries in the Greater Brisbane area are handled directly by our team to ensure safe and secure delivery.
Customers will receive a delivery schedule upon order confirmation.
If no one is available to receive the order, we may:
- Reschedule the delivery (additional charges may apply), or
- Leave the order at a designated location if pre-approved by the customer.
6. Third-Party Carrier Deliveries
Orders outside the Greater Brisbane area are shipped via trusted third-party carriers.
Tracking information will be provided upon shipment, allowing you to monitor your order’s progress.
7. Damaged or Missing Items
For Truck Deliveries:
- Any damage must be reported to the delivery team immediately upon receipt.
- If items are missing, notify us within 3 days of delivery.
For Third-Party Deliveries:
- Damaged items must be reported within 3 days of delivery, including photos of the damage.
- Missing items should be reported within 3 days for investigation and resolution.
8. Delivery Delays
Delivery timelines are estimates and may be affected by factors beyond our control, such as:
- Severe weather conditions.
- Public holidays or peak periods.
- Carrier or logistical delays.
While we strive to meet delivery expectations, Koala Fencing is not liable for delays caused by unforeseen circumstances.
9. Freight for Large or Bulky Items
Large or bulky items (e.g., PVC fencing panels, gates) may incur additional freight charges due to size and weight.
Freight costs will be calculated during checkout, and you will be notified of any special delivery requirements.
10. Non-Delivery
If your order has not arrived within the estimated timeframe, contact us directly and we will investigate and provide a resolution, which may include rescheduling, a replacement, or a refund.
11. Contact Us
For questions about shipping or assistance with your order, please contact us:
Email: support@koalafencing.com.au
Phone: 07 2139 8880