Where's my order? How delivery and tracking work

Once you've placed an order, the next question is when it will arrive. This guide explains what happens after you order, when tracking arrives and how long delivery usually takes, so you know what to expect at each step.

Right after you order

You'll get a confirmation email with your order details straight away. If you need to change or cancel your order, you can only ask within one hour of placing it. After that, it moves to the next stage.

If anything you ordered is out of stock, we'll contact you to offer a refund, a similar product that may be in stock, or to tell you how long until stock arrives and set up a backorder. A backordered item is dispatched promptly once it arrives, with tracking sent by email and no extra shipping fee.

Stock can't be reserved until an order is paid for and finalised. If you're paying by bank deposit, we'll send you an invoice with our bank details: please use the invoice number as your payment reference (see Payment Details). For larger items, the shipping cost is typically calculated and invoiced after you order.

When it's dispatched

Once your order is processed and payment is received, it's typically dispatched within 1-3 business days (excluding weekends).

Larger items, such as fridges, usually ship straight from our suppliers' Australian warehouses, which keeps freight costs down. If your order includes products from different suppliers, they may arrive on different days. When that happens, we'll send an individual tracking number for each product or supplier.

When tracking arrives

You'll receive an email with tracking details once your order has been dispatched from our warehouse or the supplier's warehouse. It's sent automatically, so there's no need to email us for it before then. Occasionally the delivery arrives before the tracking does: some metro deliveries go from the supplier's warehouse to you on the same day, and tracking can take a little while to reach us from the supplier.

If you need a more exact delivery date or time, contact the courier directly once you have your tracking details. Please don't ask the courier to send it to a different address, or to leave it without a signature: either change voids the transit cover included with your order.

How long delivery takes

After dispatch, approximate delivery times are:

• 2-5 business days for metro Brisbane, Sydney and Melbourne
• 2-7 business days for the Gold Coast, Sunshine Coast, Northern Rivers, Adelaide, Wollongong and Newcastle
• 5-10 business days for Perth and Hobart
• 5-14 business days for all other regions

We deliver Monday to Friday during regular business hours only. These times are estimates, not guarantees, as supplier backlogs can cause delays. Our Delivery Terms & FAQ have the full details.

On delivery day

• For larger items like fridges, we ask couriers to contact you before delivery. They may only call on the way, not the day before, and a call isn't guaranteed.
• Most couriers won't confirm an exact time, and they expect someone at the premises from 9am to 5pm.
• Smaller items (under 23kg) sent with Australia Post or StarTrack get tracking updates by email instead of a phone call.
• Orders are sent without authority to leave, so someone needs to sign. If nobody is there, a redelivery fee may apply, and some smaller items go to a local post office or courier depot for collection instead.
• Need delivery on a specific day or at a set time? That's premium delivery, arranged with us before you order.

Check everything within 24 hours

Please inspect your order as soon as it arrives. If there's visible damage, reject the delivery: the courier takes it back to the warehouse, which is the fastest and easiest way for us to arrange a replacement.

Missing, faulty or damaged items must be reported strictly within 24 hours of delivery. If damage is reported after 24 hours, we can't arrange a replacement or compensation, because couriers reject late claims. Email info@commercialequipmentonline.com.au with your order number and photos or videos of the product and packaging. Keep all packaging for at least 1-2 weeks, as it may be needed as evidence or for a return under our returns policy.

A fault that shows up later, once the equipment is in use, is a warranty matter handled by the brand's Australian supplier or manufacturer. Our Warranty & Service page shows how to lodge a claim, and if you get stuck, email us your invoice number and we'll help.

Still wondering where it is?

Our AI assistant can check for you, any time. Open the chat on our website, choose Track Order, and enter the email address used on the order plus your order number or delivery postcode. It can look up your order's current status and any tracking information available. Our Track your order page has the same steps in one place.

If the delivery estimate for your area has passed, or something doesn't look right, email info@commercialequipmentonline.com.au with your order number and our team will review it and follow up. For more on changes, cancellations and backorders, see our Order Information page.