How is my order packed?  Plain wrapping or in a carton with only the delivery details visible. We are aware that the contents are valuable and we don't want your order stolen. Also it may be a gift and we don't want to spoil your surprise.


What happens if there is damage in transit? You are covered by insurance and it pays to sign for the order S.T.I. which means Subject To Inspection and this covers you for any unseen damage. You should always do this for all courier deliveries from whomever. Please contact us within 7 days if your order is damaged.We have a fixed deadline to lodge a claim with our couriers.

We wrap everything very carefully in order to prevent transit damage but this still occasionally happens.

How about if I don't receive it? When we dispatch your order, we send you an email with the tracking details & expected delivery time. If it seems to be taking too long you can directly track your order through the courier's website (a link is provided) or contact us and we will find out where your order is. Once again, you are fully insured and are covered for any loss.

Do I need to sign for delivery?  No, but if you don't you will not be covered for any loss or damage. You need to leave a message with your order oulining that. PLEASE BE AWARE THAT YOU WILL NOT BE COVERED FOR DAMAGE OR LOSS if you give authority to leave.

You can also ask for the order to be held "care of the local depot" for you to pick up at your convenience. We will put your contact phone number on the carton so they can ring you when it arrives. You are covered by insurance in this way. Just put that on your delivery details.

Does someone need to sign for the delivey?   Yes. If no signature is obtained, your order will go back to the depot and you will be left a "calling card" notifying you of non delivery. You will then need to contact the courier to arrange delivery. Unless you give written "authority to leave" the courier MUST obtain a signature for the delivery.

I have done a large order & the shipping cost comes up as zero. Does this mean Free Freight?

Not always. Our system can't calculate freight for large orders. Shipping may appear as zero on your invoice but this does not mean free freight.You will then get an email saying we will contact you for freight charges.

We will work out the exact freight cost & notify you. You can cancel the order if you feel the freight is more than you expected.

Often we will send large orders freight free depending on what the order is and again we will notify you of that. Usually over $1000 (excluding mediums and specials) would result in free freight

To be continued....