Shipping

Important Information

 

Please be aware that there are some uncontrollable courier delays in Australia at this time due to freight companies being overwhelmed over Christmas peak period.

It normally takes 1-3 days for your order to be processed and for us to email you your tracking confirmation. *Please check your inbox and spam folder for this email.

If you have checked the tracking online and you feel that your delivery is overdue we highly recommend getting in touch with the courier directly as this is normally the fastest way to resolve any issues as they can communicate directly with you.

If you feel that there is a major issue with the delivery of your order please submit a ticket via the yellow button on the bottom of this page and we will look into it for you but please be aware that this takes more time than contacting the freight company directly.

Please find the contact numbers for the couriers below:

Frequently Asked Questions

Wrong Address, Redirect My Order & PO Boxes

My shipping address is wrong, can I fix it?

Absolutely! If your item has not been shipped out, simply get in contact with us by creating a ticket. Please include your order number and the correct address where the parcel needs to be delivered. 

If your item has been dispatched, you would need to get in touch with the courier handling your delivery and advise them of the tracking or consignment number and correct address.

 

Can I redirect my parcel?

If the item is in transit, and you’re not able to receive the parcel at the original address, you can get in touch with the courier and place a request for them to do so. 

Courier or tracking information can be found on the email notification sent by our Warehouse team when your item was dispatched. Please visit the courier’s website for more details.

 

Can I send an order to a PO Box?

Smaller items sent with Australia Post are able to be sent to PO Boxes, although our other courier services are unable to deliver to PO Boxes.

Redelivery, Missed Delivery & ATL

What happens if I’m not home when the parcel is delivered?

If you’re not home at the time of delivery a card will be left and the parcel will be redirected to the nearest carrier depot. You will then be responsible for collecting the parcel from that depot or paying an additional charge for re-delivery. If you are not willing to do this, your order will be returned to us and refunded less shipping fees.

 

Can my items be left at my house by the courier? (Authority To Leave)

Due to the high value of many of our items we do not allow for ‘Authority to Leave’ with our couriers.
This means that when your item is being delivered, someone must be at the designated address to receive the items and sign for them.

If this is not the case, our couriers will leave a card and take the items to the closest depot (TNT) or post office (Australia Post) where it can be picked up at a later time.

We understand some customers are unable to be present at home or attend the depot/post office, so we do accept business addresses for delivery.

 

I missed the delivery, can I have it redelivered?

We offer redelivery services with our couriers although there may be a cost associated with the redelivery. Submit a Ticket with our Customer Support team if have any questions about this.

Tracking Number not Displaying Information

My tracking number isn’t showing anything?

Once the item is collected by the courier, it can take up to 48 hours for the first scan to be registered in the tracking system. This is completely normal and is simply a result of the item being in transit to a nearby facility for sorting.

However once the item has been scanned you should be able to see regular updates on which depot, sorting facility or post office the item has reached and the estimated date of delivery.

We highly recommend regularly looking at the tracking page and ETA or signing up for notifications via the courier (If available) so you can monitor your items journey and be prepared for the delivery.

 

I placed an order, where is my tracking?

Your order will be dispatched between 2 – 3 business days from payment being received. 

Once your order has been dispatched, we will provide tracking information to you via email.

 

Missing Items

I only received part of my order, where is the rest?

Our orders are sometimes shipped from multiple warehouses which may mean the items arrive at different times with separate couriers.

An order can also be sent as multiple boxes which may also arrive at different times.

If you don’t see the rest of your order within 2-3 days please launch a ticket with us.

 

Do all your orders come from the same place?

Our main warehouse is located on the Sunshine Coast in Queensland, however we often use other warehousing locations. Because of this some of your order may arrive at slightly different times with different couriers.

Order Delivery Times

Our normal shipping times are as follows:

QLD:   1-3 Business Days

NSW:  3-5 Business Days

ACT:  3-5 Business Days

VIC:     5-7 Business Days

NT:    7-14 Business Days

WA:   7-10 Business Days

SA:       5-7 Business Days

TAS:     5-7 Business Days

 

When your item is dispatched, you will be sent an email containing the consignment or tracking number of your order.

This can be used to track the item, either via the couriers website or by clicking on the tracking button for the order on the ‘Orders’ screen of our website here.

If your item is taking longer than this amount of time, please get into contact with the courier handling your parcel using their Customer Portal.

We take 2-3 business days to dispatch items. If your order is placed on a weekend it will be dispatched the next open business day.

International Delivery

We do not currently offer international shipping. If you would like to organise a freight forwarder to collect the items from our warehouse please contact us on 07 3123 4715. Please note all warranties are void when any of our items leaves Australia.

Detailed Shipping Terms

Shipping Policy

Australian Direct endeavours to dispatch all orders quickly, to minimise the delay in your goods arriving to you.

Please be aware that some of our products are shipped from different warehouse locations, meaning they will arrive in separate shipments or from seperate couriers.

Australian Direct is not liable for any delay or loss of items due to change of delivery addresses after checkout, or mistakes made by customers. 

Customers are liable to cover the cost of re-delivery fees if an item is undeliverable and/or returned to Australian Direct due to incorrect delivery address or unsuccessful delivery.

Please note: As we use couriers to deliver parcels, products will not be delivered to an unattended address. The courier will require a signature from an occupant at the specified delivery address at the time of delivery, if no one is available to sign for any parcel a card will be left and the parcel redirected to the nearest carrier depot. You will then be responsible for collecting the parcel from that depot or paying an additional charge for re-delivery, if you require a re-delivery please contact our customer service team. If you do not wish to collect the parcel from the carrier depot and you aren’t willing to pay for a re-delivery, your order will be returned to our warehouse and you will be refunded (less the shipping costs).

We recommend all deliveries be shipped to a location that is attended during business hours, whether that is a home, work or other address, to minimize any re-delivery delays and/or fees.

PO Boxes & Authority To Leave (ATL)

We may not be able to deliver all items to PO Box addresses as some delivery orders are sent via courier services.

For security reasons, we do not currently offer Authority To Leave (ATL).

Reasons For Order Delays

  • Entry of an incorrect or incomplete address during checkout.
  • Incorrect payment information was entered against the order. Please double check all details at time of checkout as your order will only be created upon receipt of payment.
  • In the event an order is flagged for verification we may need to get in contact via phone before dispatching some orders. Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination to protect the card holder, and this may delay shipping.
  • Occasionally if a particular product is in high demand we may need to supply product from outside of our standard delivery network. This can cause delays in dispatch if orders are directed to regional locations etc.

Shipping Times

We use a selection of courier services with approximate shipping estimate times below:

Metro    3 – 5    Business Days
Regional   5 – 10    Business Days
Remote   10 – 14    Business Days

Packing and dispatching your order can take between 2 – 3 business days from payment being received. Courier deliveries are made during business hours, Monday to Friday only. Delivery is not available on weekends, public holidays or after business hours.

Once your order has been dispatched, we will provide tracking information to you via email. It is your responsibility to provide a correct delivery address and ensure someone is available to take collection and sign for the delivery.

Please contact us if you have any special shipping requirements.

Items are not available for pick-up, except for special cases. Please contact us if you have an enquiry relating to collections.

Express Delivery

Please allow 1 business day for your order to be processed. 

Once your order has been dispatched, you will receive an email with tracking details and estimated delivery date.

All items require signature on delivery and will not be left at an unattended address.

We recommend all deliveries be shipped to a location that is attended during business hours, whether that is home, work or another location, to minimize re-delivery delays and potential fees.

Any orders placed on the weekend or public holidays will be shipped on the next business day.

Track & Trace

All orders placed online at australiandirect.com.au are delivered via Australia Post, TNT or Couriers Please. Once your order has been packed, ready for dispatch, you will receive an email with a consignment or tracking number and link to track your order directly through the courier’s website.

Please allow up to 24 hours for your parcel to register in the couriers system before attempting to track your order. If you have any concerns relating to the delivery of your order, please contact our Customer Service Team. We will generally respond to online enquiries within 1-2 business days.

International Shipping

Unfortunately we do not offer international shipping.

Delivery Fees

Your delivery cost will vary depending on the size, weight and location of the products you choose to purchase as well as your delivery location of choice. Normally the larger the item, the more expensive delivery will be. Extremely large goods (i.e. items requiring a two man lift) will also incur higher delivery rates.

Pick Up

Can I pick my items up from your warehouse/depot?

We do not have a showroom for our items to be viewed however they can be collected from our warehouse on the Sunshine Coast.

When purchasing items to be collected you can order from the website if you are local to the Sunshine Coast by selecting the pick up option for shipping. If you are not local to the Sunshine Coast but would like to collect your item you can call our support team to organise the purchase and collection time.

Showroom

Do you have a showroom where I can come and look at your products?

Australian Direct is a completely online store and as such do not have a showroom or store for you to attend and look at our items. Because of this, we put as much effort as possible into making sure our item listings are full of useful information and as accurate as possible.