Delivery & logistics

You see the charge before you pay

Delivery is quoted at checkout once we know where it is going. The figure depends on the destination state and local government area, the weight of the consignment and the service level you pick. It is not an estimate added on afterwards — it is the number you agree to.

Where a quotation was issued for your order, the carriage on that quotation is what you pay, whatever our rate card says that day.

What the dates mean

Every product carries a lead time from its factory — the working days between an order being paid for and the goods leaving. On top of that sits transit time for the route. The window shown at checkout is both added together, in working days, and excludes public holidays.

They are estimates. A container held at a port is not something we control, and we would rather tell you a real range than a comfortable date we cannot keep.

Service levels

• Standard — the default, and the cheapest per kilogram on almost every route.
• Express — a shorter transit window at a higher rate, where the carrier on your route offers one.
• Your own collection — you send a carrier to a handover point. The goods become yours when your carrier signs for them.

Following a consignment

Every consignment gets a number and a tracking page. Events are recorded as the carrier reports them: collected, in transit, out for delivery, delivered. Proof of delivery — who signed, and when — sits on the order.

Part shipments

A large order sometimes travels in more than one consignment, usually because part of it is in local stock and part is coming in. Each consignment is tracked separately and the order shows the state of all of them together, rather than pretending it is one parcel.

If it is late

Late is measured against the window you were quoted, not against a date somebody hoped for. If a consignment misses it we chase the carrier and tell you where it is. Lateness is also counted against the factory that shipped it, which is how our on-time figures are built.

If it does not arrive at all, raise it against the order and we will settle it.