1300 530 306 8am - 4pm Mon - Fri (Qld Time)

Customer Service

 

Shipping & Delivery

Can I pick up my order?

Our products are stored and dispatched from a contract warehouse. Pick-ups from our various warehouses are possible – special arrangements need to be made for this and detailed instructions will be emailed to you, there is a collection fee for warehouse pick ups.

Can I be informed when my item is despatched so that I can be at home for delivery?

When your item is despatched, you will be sent a confirmation email with your unique Tracking Number. You can enter your Tracking Number through our contract delivery company’s online track and trace function to track your item in transit. Our couriers will generally provide an estimated date of arrival but cannot provide a specific time or phone you prior to delivery. Wherever possible, we suggest using a work address or somewhere that there will be someone present to sign.

What happens if I am not present when the delivery is made?

Our contract with our courier requires them to obtain a signature for proof of delivery. Our delivery contractor will generally not call you on the phone in advance of the delivery to you. If no-one is available to sign for the goods, the courier will leave a note telling you they tried to deliver and you will need to make your own arrangements to pick the goods up from the courier depot. If you elect to have the courier company redeliver the consignment an additional re-delivery charge will be incurred and you agree that we will make a separate charge on your credit card for this redelivery fee.

Alternatively, when you check out as you make your purchase you can elect to waive the need for a signature on delivery and opt to have the goods left at the nominated delivery location. Unicorn accepts no responsibility or liability for the goods which are left on your instructions not to get a proof of delivery signature. Please understand and accept that other than in exceptional circumstances our delivery contractor will not call you on the phone in advance of the delivery to you.

How do I find out the delivery cost for my item?

The delivery cost is calculated upon checkout of the products you have selected in the shopping cart. Enter your suburb or postcode into the delivery calculator and select from the list of suburbs, the order summary will include the shipping options for you (warehouse pick up or delivered to your nominated address / suburb). You do not have to fill in any of your personal details for delivery costs to be calculated.

We use express road delivery services from leading freight companies, usually despatched same or the next business day depending on the time of your order  and stock availability - actual despatch time / date depends upon a number of factors (eg. demand on the warehouse, transport company services, weather and the like), if there is going to be a delay in despatching your order, we will advise it as soon as we are able to.

Alternatively, you can call us on 1300 530 306 (8am to 4pm Qld time - weekdays only) or email us and we can give you an estimate of the delivery cost and time. 

How will my delivery take?
The following table outlines estimated delivery times for delivery to most areas; same day courier services are available in capital cities only (cost will depend on the consignment and delivery distance - call for a quote):

Regional Locations

Typical Delivery Times

Metro Brisbane & Sydney, Sunshine Coast, Gold Coast

1-3 days

Metro Melbourne, Coastal Central Qld, Wide Bay area, Coastal NSW, ACT

2-4 days

Metro Adelaide, Country NSW & Vic

3-5 days

Townsville, Cairns, Country SA

4-6 days

WA, TAS, NT, Far Nth Qld, Western Qld

6-10 days

Disclaimer:- Transport times may vary depending upon weather and other factors beyond our control. The Fencing Store accepts no liability or responsibility for any delays in delivery of orders.

Returns & Replacements

Can I return my purchase?

Unless the products are faulty, unmerchantable or not fit for purpose, orders will not be accepted for return.

Can I cancel my order?

Once you place your order and have made the payment, the order details are automatically sent through to the warehouse for picking and despatch. It may be possible (but not always) for us to intercept the order which is within 24 hours of the order being placed – in the circumstances where we can stop the order from being despatched we will refund your payment. However once it has left the warehouse, the products are on the way to you. If you still wish to cancel the order, the goods can be returned to our warehouse at your expense and a restocking charge will apply. You must receive from us a returned goods authorisation number and the goods must be returned unwrapped and undamaged.The Fencing Store reserves the right not to accept returned goods unless the freight is pre-paid by you and if the goods are in any way damaged or not fit for resale.

Ordering

Is your online payment system secure?

The Unicorn Group uses an external 3rd party gateway (eg..eWay) for the secure payment process – we do not ever see your credit card information and we do not store anyone’s card details. Our card processing systems use the very latest and most secure data management protocols complying with our bank’s strict security requirements.

When I purchase a Fencing Store product, will I be supplied with a Tax Invoice?

The Order Confirmation email that you receive when you make an order is a valid tax Invoice. If you have lost your invoice we will be happy to email you a new one. Simply email our sales team with your request.

What methods of payment do you accept?

We accept Visa and MasterCard for online purchases on our website and we can also arrange other forms of payment (eg. direct bank deposits) for specific customers – shipments will not occur until all payments  are cleared into our bank account.

Do you have Lay-by or finance on your products?

No, all purchasess must be paid in full when the order is made.

Do you charge a fee for credit or debit card payments?

No, there are no additional fees or charges for whatever form of payment you want to use.

Payment, Pricing & Promotions

The Fencing Store reserves the right to change pricing at any time without notice. Promotions may be offered from time to time on individual or groups of products for any type of customer; these promotions will usually have a finite life period, The Fencing Store reserves the right to amend,extend or cancel promotions at its sole discretion and without notice. Should a promotion be terminated, any orders made prior to the termination but which have not been despatched will be charged to the customer at the promotional price. The Fencing Store, at its sole discretion, may require a customer who has paid for a purchase and for which some or all of the goods are on back order, to pay any non-promotional price when the back-ordered goods are despatched after a promotion has ended.

Viewing Orders

You can log into your account using your email address and password at any time to view past or current orders along with your Rewards Points balance.

Updating Account Information

You can log into your account using your email address and password at any time to update your contact and delivery address details. If you have forgotten your password, a new one will be sent to you, just log in and create a new password.