Delivery Terms & FAQ

IMPORTANT: Please take the time to carefully review all Delivery Terms and Delivery FAQs and watch the video provided below (from one of our suppliers) to avoid any unexpected issues with your order or delivery. We will not be held responsible for any delivery problems resulting from ordering mistakes or failure to review our terms and FAQs before placing your order.

CRUCIAL: Inspect your order upon delivery and report any shipping damages or missing items within 1 business day. Claims for damages incurred during transit can only be lodged within the first 24 hours. Immediate notification is essential for a happy resolution.

Standard Kerbside or Premium In-store Delivery

Our default delivery service is a standard kerbside commercial address service. This means items will be unloaded at a loading bay or placed outside your premises. Please note that standard deliveries do not include transport through doors, into buildings, or up/down stairs or ramps.

If you have specific delivery requirements beyond our standard service, such as in-store delivery, rubbish removal, or delivery to residential addresses for larger items, please inform us in advance. We will provide a customised premium delivery quote based on your needs.

If you require your order to be delivered on a specific day or at a particular time, you would need to opt for Premium Delivery. This service allows us to provide instructions to the courier, such as ensuring they contact you in advance or deliver at a designated time or day.

For any special delivery requests, such as Premium In-Store Delivery or other requirements, please email us at info@commercialequipmentonline.com.au with your detailed needs, and we will be happy to assist.

Fast Shipping

We aim to offer the fastest possible shipping service within Australia. From the time you place your order, our team will work tirelessly to have your products dispatched as quickly as possible. We partner with the most efficient courier services in Australia to ensure timely delivery.

Please note, we only ship within Australia, and stock cannot be reserved until an order is fully paid and processed. For larger items, such as fridges, we work with suppliers’ Australian warehouses to facilitate transportation, ensuring cost savings for you.

Shipping Costs

Shipping costs for smaller items are automatically calculated during the checkout process based on weight and delivery destination. For larger items, shipping costs are typically calculated and invoiced after your order is placed. These costs are determined by the delivery service, weight/volume, and delivery destination.

If you require a shipping cost before placing your order, please see our Request a Quote page.

Important:
Rural addresses, islands, or locations with difficult access, such as steep driveways or non-ground-level buildings, may incur additional charges from couriers that are not reflected in the initial checkout process. We will contact you if any extra costs apply.

Additionally, some products listed with "free shipping" on Google Shopping may still incur shipping fees during checkout due to syncing limitations with Google Shopping.

Transport Companies & Services

Orders may be shipped via various transport companies, including Australia Post, StarTrack, First Express, Couriers Please, Air Road, FedEx, Toll, TNT, SeaRoad, Big Post, and Cope Sensitive Freight.

Tracking & Signatures

All courier services are trackable and require a signature on delivery. Once your order has been dispatched from our warehouse or the supplier's warehouse, we will provide you with tracking information to monitor the progress of your delivery.

Please note that sometimes customers may not receive tracking details prior to delivery. This is because some deliveries, particularly in metro areas, go directly from the supplier’s warehouse to the delivery location on the same day. Additionally, there may be a slight delay in us receiving tracking information from the supplier, which we then pass on to you.

Contact Before Delivery for Larger Items

For larger items like fridges, we advise our couriers to attempt to contact you before delivery. However, please note that the courier may only attempt to contact you on the way to the delivery location, not necessarily the day before delivery.

If you require your order to be delivered on a specific day or at a particular time, you would need to opt for premium delivery. This service allows us to provide instructions to the courier, such as ensuring they contact you in advance or deliver at a designated time or day.

Residential Address Deliveries

Please note that some suppliers, such as SKOPE, do not deliver to residential addresses due to truck size restrictions and narrow streets.

Futile Deliveries & Redelivery Fees

If you are unavailable at the time of delivery, if there is no one available to sign for the items, or if you refuse to accept the delivery (unless there are visible damages from transit), you may incur a redelivery fee. This applies to both commercial and residential addresses.

In some cases, smaller items may be redirected to a local post office or courier depot for collection, and no redelivery will be attempted. Please ensure someone is available to sign for the delivery or contact us if you need to reschedule.

Order Collection

Commercial Equipment Online is an online business that works with multiple suppliers and third-party warehouses across the country. Pickup is available for certain brands in metro areas. Please contact us for more information.

Some smaller items can be collected from our Seventeen Mile Rocks, Brisbane warehouse. If you’re interested in picking up an order, please email us.

Delivery Times

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

We deliver Monday to Friday during regular business hours only. Approximate delivery times after dispatch from our warehouse are:

2-5 business days for metro Brisbane, Sydney & Melbourne
2-7 business days for 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

Please note that delivery times are estimates and not guaranteed, as delays may occur due to supplier backlogs.

Missing, Faulty or Damaged Items

If your order is missing items or arrives damaged or faulty, please notify us strictly within 24 hours of delivery. Failure to contact us within 24 hours may prevent us from assisting with missing, faulty, or damaged items. Our suppliers require us to notify them within this time frame, and they, in turn, must contact their transport and insurance companies within a specific period. For more information on handling damaged orders, please refer to the Delivery FAQs below.

Please email info@commercialequipmentonline.com.au with your order details and any relevant photos or videos of the damaged product and packaging, so we can promptly address the issue.

As an online retailer, most returns need to be sent to our supplier's warehouse. It's important not to dispose of the product packaging and to keep it intact, as this may be required for proof of damage or to return the damaged product.

Delivery FAQ

Will I be able to fit the item through my door and into its final position?

THIS IS VERY IMPORTANT! Please don't assume a new appliance will just simply fit in your intended final position because the old one did. Check and double-check both the item dimensions and the packed dimensions to ensure it will fit in your desired location. Please watch the video below from Nisbets, one of our suppliers.

Can I schedule a delivery date and time?

Larger items and orders are predominantly shipped directly from our supplier's warehouse, which helps to reduce delivery costs as there is no double handling of freight and our suppliers have more favourable shipping rates. Delivery dates for your order are subject to the supplier's and courier's schedules and are usually out of our control.

If you require a more accurate delivery date/time, we ask that you please contact the courier directly once we have provided you with your tracking details. Alternatively, please contact us prior to ordering so we can request quotes from private couriers who can meet more specific delivery requirements.

Can the courier bring the appliance inside my shop or kitchen?

Standard (kerbside/door-to-door) deliveries will be unloaded into a loading bay or placed outside of your premises only.

Standard deliveries will not be taken inside the building and most certainly not up any flights of stairs, or on the other side of the counter.

If you require anything other than a standard drop-off to your front door or loading bay, please contact us prior to ordering and we will endeavour to find a delivery solution at a reasonable price to accommodate your needs.
Most of our couriers will not confirm an exact date or time of arrival and expect you to be at the premises from 9am - 5pm ready for delivery. You can keep an eye on your tracking details so you have an idea of when your order will be delivered. For larger items, we always advise our suppliers to inform their couriers to call you before delivery to minimise any delivery issues, however, this is not guaranteed. If a phone call is required prior to delivery, then this can only be attained by us utilising private couriers, at a higher cost. Please contact us if this is required.

Can the courier remove old units or packaging from the new appliance?

In order to keep your delivery costs down, our standard deliveries include a kerbside door-to-door (commercial address) service that involves only dropping the item off at your front door. Additional charges will be incurred if the courier is required to remove any packaging, old appliances, or perform additional work, and this extra work must be requested prior to placing your order so we can accurately quote you for this, otherwise, the driver delivering your goods may not be able to help you.

If you require in-store delivery, removal of old appliances, removal of packaging or a specific delivery date/time, please contact us so that we can provide you with quotes from private couriers who can accommodate your specific requirements.

What happens if the item arrives damaged?

We ONLY have a 24-hour window to make a freight warranty claim, this is due to our suppliers and courier's Terms & Conditions.

PLEASE inspect all deliveries for damages immediately upon receipt.

If there is any visible damage, please REJECT the delivery and the courier will return it back to the warehouse of origin. This is the fastest and easiest way for us to arrange a replacement.

Shipping damages MUST be reported within 24 hours of receiving your order, with no exceptions. If you report any damage beyond 24 hours we will not be able to arrange a replacement or compensation. This is due to couriers simply denying/rejecting any claims when received more than 24 hours after delivery. Once received, please check immediately, don't leave it for a week or a month or more!

Our deliveries are insured but couriers are very strict and inflexible when claims are made outside of their policy window.
Every order is inspected by warehouse staff prior to being loaded onto a truck for delivery, so it's unlikely an order is ever damaged other than in transit. Occasionally items can move around and become damaged in transit, be damaged by a forklift, or be damaged at the courier depot.
It's the customer's responsibility to check goods for damage and document any damages strictly within 24 hours, with no exceptions.

Do I need to keep the packaging from my order?

Yes please keep the packaging from your order for at least 1-2 weeks and do not dispose of it immediately. If a return request is required, our suppliers will not accept any items back if there is no packaging or if the packaging has been damaged.

What if I purchase more than one product in the same order?

All products from an order will not always be delivered together or on the same day. As we offer many different products from different suppliers, it is common for products from the same order to arrive at different times or on different days.

In this case, our support team will contact you and provide an individual tracking number for each product or supplier.

If you have any special delivery requirements please contact us at info@commercialequipmentonline.com.au prior to placing your order. Please note that there will be extra costs associated with special delivery requirements.

Do I have to be present to accept delivery?

Yes, the delivery needs to be signed for and we don't offer Authority to Leave.

For smaller items that are sent with Australia Post, if you are not available to accept delivery, the driver will leave a card at your premises and your order will be taken to the nearest post office for collection. Australia Post will also not be able to change any delivery information, including the delivery address, once the item has been dispatched.

Where do we deliver?

We only ship within Australia, not internationally.

How much does shipping cost?

Shipping costs for smaller items are automatically calculated during the order checkout process based on your order's weight and delivery destination. In the case of larger items, shipping costs are typically calculated and invoiced after placing your order. These costs are determined by the delivery service, weight/volume, and delivery destination, and this information will be provided at the shipping stage of the order checkout.

If you require a shipping cost before placing your order please see our Request a Quote page.

It's important to be aware that addresses requiring barge or off-mainland access, such as islands, or those with unforeseen delivery hazards like steep driveways or locations not on ground level, may incur additional costs from our couriers that are not initially shown at the checkout. Once we identify that your address falls into one of these categories, we will promptly reach out to inform you of any additional charges.

Additionally, please note that while some products may indicate "free shipping" on Google Shopping, they may still be subject to a shipping quote or cost during the checkout process or after order completion on our website. This discrepancy is due to the limited software syncing capabilities offered by Google Shopping.

Which courier companies do we use?

We use a variety of reliable and cost-effective couriers including Australia Post, StarTrack, First Express, Couriers Please, Air Road, FedEx, Toll, TNT, SeaRoad, Big Post and Cope Sensitive Freight. We endeavour to consistently offer the best value shipping rates in Australia.

All deliveries by default are a standard kerbside/door-to-door (commercial address) service and will only be unloaded onto a loading bay or placed outside of your premises. Standard deliveries will not be taken through doors, inside buildings and most certainly not up/down any flights of stairs or ramps.

If there is no one to sign for the items upon delivery or if you refuse to sign for any reason (aside from visible transit damages), you will be charged a re-delivery fee.

We will provide you with tracking information as soon as your order is dispatched from our warehouse or from a supplier's warehouse.

Will I receive a notification before delivery?

You will receive an email notification with tracking details once your order has been dispatched so you can keep an eye on your delivery.

For larger items such as fridges, we advise our couriers to contact you before delivery and before the driver is expected to arrive at your premises. This helps to minimise any issues with delivery because if a redelivery is required then additional costs will be incurred by you.

For small to medium item deliveries (items under 23kg) that are sent with Australia Post or StarTrack, you will not be phoned prior to delivery but will receive tracking updates via email.

Can items be collected?

Products may be available for pick up however, please take note of the following:

We are primarily an online business that utilizes multiple suppliers and third-party warehouses around the country. However, we do have our own Brisbane-based warehouse and if requested we can organise items to be collected.
Collection from our Brisbane-based warehouse may be automatically offered on smaller products at the online order checkout.

What happens if I change my mind after I have placed my order?

For detailed information about returns, please read our Returns Information page.

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