Delivery of your order
Delivery - regional towns and locations
For most of our deliveries, we use national and specialised regional transport companies specialising in delivering to both residences and businesses. Like any transport company, they have their strengths in terms of being able to offer very competitive rates to most places particularly in the city and large regional cities. However we can also negotiate better rates for some regional and coastal towns with other carriers who tend to focus on specific locations, eg Darwin, Perth, Tasmania, Bendigo, Tamworth, Grafton, Hervey Bay, Mackay, Townsville, western Queensland and other similar regional destinations in all other states. Often we find it cheaper to have orders delivered to the larger regional and country towns (eg a transport company depot) and customers can pick up their order from the transport company depot, or other nominated locations if they live outside these towns in rural locations.
So if you are looking to have your order delivered to regional locations, give us a call before you place your order online and we'll work on getting the best possible rate and delivery time for you. Phone 1300 530 306.
How long will my delivery take?
The following outlines estimated delivery times for delivery to most areas in Australia, however times may vary depending on which warehouse is used for the supply of an order:
Typical Delivery Times
Depending on the products & dispatching warehouse
1-2 days (usually overnight)
Disclaimer: Transport times for any given consignment may vary depending upon weather and other factors outside of our control. The Fencing Store accepts no liability or responsibility for any delays in delivery of orders. In proceeding with a purchase either online or otherwise, you agree to accept our Terms and Conditions of purchase including all aspects of delivery, as described below and in our Terms and Conditions.
Can I return my purchase?
Unless the products are faulty, unmerchantable or not fit for purpose, orders will not be accepted for return – the customer is solely responsible for selecting products for their purchases. In special and limited circumstances we may agree to accept returned products, in which case they must be unopened and in the original packaging suitable for resale. A restocking fee will apply and the customer will be responsible for the cost of the return freight. See our Terms and Conditions for full details of product returns. The Fencing Store reserves the right not to accept returned goods unless the freight is pre-paid by you and may reject returned goods if the goods are in any way damaged or not fit for resale.
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 dispatch. It may be possible (but not always) for us to intercept the order within 24 hours of the order being placed. In the circumstances where we can stop the order from being dispatched, 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 at this stage, 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 may reject returned goods if the goods are in any way damaged or not fit for resale.
Can I pick up my order?
Our products are stored and dispatched from our warehouse. Pick-ups for selected products can be made from our warehouse – detailed location and other instructions will be emailed to you. A warehouse pick-up fee of $22 (incl. GST) applies. Under Occupational Safety regulations, anyone picking orders up from any of our warehouse / dispatch points must wear enclosed shoes – sandals, thongs or other open footwear is not permitted and anyone not complying with this safety requirement will not be allowed to enter the warehouse premises.
Can I be informed when my item is dispatched so that I can track the delivery?
When your item is dispatched, 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 else where someone will be 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, during the checkout stage when making 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. The Fencing Store accepts no responsibility or liability for goods left at any location when you have instructed us not to obtain 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.
What happens if the delivery vehicle has to wait or is held up at my location when the delivery is made?
Our transport company allows up to 15 minutes for the unloading of deliveries. After this allowed time, they will charge a waiting, extended delivery or unloading fee; this fee will be calculated based on the total time and type of vehicle used for the delivery. This cost will be charged to your account or credit card. In accepting our Terms and Conditions of sale you agree to accept and pay this fee where applicable.
What about unloading the vehicle when the delivery is made?
Our delivery drivers will generally unload items that are single rolls or smaller individual items without requiring assistance from the customer on site. Where a consignment involves a larger number of and heavier items/packs, there must be assistance on site (labour and preferably also a forklift) to unload the consignment items. If there is no-one on site and the delivery driver considers the items are too heavy to unload manually, they may return to the consignment to the depot until arrangements can be made to enable safe unloading within occupational safety rules. In these instances, there will be an extra charge for this unloading and handling, and you agree to accept these charges.
We can organise in advance to use a tailgate or crane truck to carry out the unloading when no-one will be on site to assist with the unloading and again, in these instances, an extra charge will apply and you agree to accept this charge.
Can I give you instructions on where I want the consignent left at the delivery address?
Certainly. When you are at the checkout stage of your purchase, you can include specific information on where you want your delivery left (eg "Leave at front door"). The delivery driver will do their best to comply with your request, however this may not always be possible in every instance.
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 into the delivery calculator and select the correct suburb from the list. The order summary will include the shipping options for you – warehouse pick-up or delivery to your nominated suburb/address. You do not have to fill in any of your personal details for delivery costs to be calculated.
We use express road delivery from leading freight companies, usually dispatched same day or the next business day depending on the time of your order. Actual dispatch time/date depends upon a number of factors (eg demand on the warehouse, transport company services and the like), however if there is going to be a delay in dispatching your order, we will advise you of this as soon as we are able to.
Can I get better delivery rates when I buy pallet lots of your products?
Yes you can and you do! Where we have pallet rates from our transport company (by postcode), these are automatically applied when you go through the checkout process. Where we don't have pallet rates built into our system, the freight will be calculated and applied on a standard item shipment basis; we then contact our transport company to get a pallet rate for your location and once we have this rate we will credit your payment (if made by credit card) for the difference between the new pallet rate and the standard item rate.
Alternatively, you can call us on 1300 530 306 (8am to 4pm Queensland time, weekdays only) or email us so we can give you an estimate of the delivery cost and time as well as answer any other delivery questions you may have.