Frequently Asked Questions (FAQ)

**Special Order**

▸ What is a Special Order?

Whilst we carry a wide range of wire balustrading and fasteners, we don't stock everything. Some items can be ordered but may take a few days to come in.

If you need it urgently please contact us before ordering to see what arrangements can be made. Otherwise we will wait for the special order item to come in and then dispatch your order in full.

If you need part of your order urgently it is recommended to place two separate orders, with the special order items in its own order. These will be treated as separate orders and will incur calculated shipping charges per order (see below) as they will be shipped separately. 

Call to Order

▸ Why do some products have Call to Order?

Call to Order products usually fall into two main categories:

 - Customised or Made to Order products

 - Bulky Goods. (see Bulky Goods shipping policy)

Ordering the correct product is difficult, and often you need to make changes. We use a better, separate quoting and product configuration system than ordering directly via the website which saves everyone hassle, so you get products that suit your project.

Please note! We usually do not stock Call to Order products! So if you are planning on dropping by the store we are unlikely to have it immediately available. Call us so we can arrange with you to process your order and order it in to make sure it is available for you.

 

Contact

▸ How can I contact you guys?

Call Us: 1300 309 764 or submit an enquiry through the Contact Form. Our general office hours are 9am-5.00pm Monday-Friday.  If we're not around please leave a message and we'll endeavour to respond to you ASAP. For any type of project requiring detail we will get you to submit your plans, photos and measurements via the Contact Form and we can go from there! The more detail the better. You might not realise it but its often difficult to understand your project the way you do using only a phone conversation (there are so many things that sound the same), so we need the details visually so we are on the same page. It also helps us spot anything we can improve and avoid selling you products you don't actually need. Sound fair?

However, we will often be speaking to you about your project so feel free to call us alongside submitting those details so we can get your project sorted! Don't think that it's purely by writing, having phone conversations alongside written detail is key to a successful project, and that's what we're after.

Shipping and Delivery

▸ How much is shipping to where I am?

Depends on what you get! It's all calculated! Once you have all the items you need in your shopping cart, head through to the checkout and enter your address details (namely postcode). It will calculate how much postage will be based on the total value and weight of items in your cart to your address. Please also see our Free Metro Shipping Policy and our Shipping and Delivery Policy for more information.

▸ How long will it take for my item to arrive?

Once payment has been received, for stocked items we will usually ship same day, unless it is a weekend in which case we usually ship the next business day, typically Monday.  For some items we may need to order them in from our supplier so the lead time may be extended by a 1-3 days.  Same Day Dispatch and Same Day Delivery services are available in Sydney and Melbourne for certain stocked items. If your order is urgent, please contact us so we can expedite it for you.

Orders are generally dispatched from our Moorabbin, Melbourne warehouse, so delivery to most Eastern Seaboard capital city metropolitan areas is usually within 2-4 business days. WA deliveries may take 7+ days to arrive via Road Express services. We can also dispatch from our suppliers around the country so if your order is urgent please contact us.

Please note that express services are streamlined services and are not guarantees of deliveries by certain dates.

Alternatively, local pickup is available Mon-Fri 9am-5.30pm, from our office/warehouse located in Moorabbin, Melbourne.

You can read more on shipments and pickups here.

▸ Can I track my item?

Most orders include a tracking ID. Once your item has been shipped we will email you the courier details including a tracking ID. You can then visit the applicable courier website to follow your delivery.

▸ My item has not arrived within the estimated time frame.

Although couriers make attempts to deliver items promptly, sometimes delays happen. If this has, please contact the relevant carrier directly and enquire as to the delay to the shipment. They should be able to assist you in having it delivered. If abnormal delays happen, please contact us and we can help to attempt to have the matter resolved.

▸ Do I have to be home for delivery?

Items delivered by courier require a Proof Of Delivery signature before being handed over. We've decided not to run the risk of leaving your brand new item on your doorstep, in case it goes missing! Australia Post delivered items can be picked up at your local Post Office if you are not present when delivery is attempted. If you can't guarantee you'll be home it may be easier to have the item delivered to your workplace instead.

▸ Will my item be insured during transit?

Items are not insured by default. All items leave our warehouse in brand new condition and though every effort is made to package and protect your item, we cannot be held responsible for any damage or loss incurred as a result of shipping.

For further details please read our Shipping & Delivery section.

Payment

▸ How do I pay via Paypal?

You can choose to pay via Paypal once you've proceeded to the checkout. Payments sent from a PayPal account balance, Instant Bank Transfer and credit or debit card are usually completed instantly. If paying via eCheque, clearance can be between 7-8 working days. It may take 2-3 days to create a Paypal account if you don't already have one.

▸ How do I pay via Direct Deposit?

Once you have placed your order, please proceed to the checkout and select direct deposit where you will be provided our bank details. You will need to manually go to your online banking website and deposit the funds. Please include your order ID in the bank transfer notes/comments.

For further details on our Payment policy, please read our Terms of Website Use.

Guarantee, Returns and Warranty

▸ Can I return my item if I change my mind?

If for any reason you're not happy with your purchase, then just send it back within 60 days in unused and saleable condition and we'll refund your purchase price less shipping costs (unless specified Free Shipping, we are unable to refund any shipping costs).  We'd be embarrassed to take your money otherwise!

For further details on our returns process, requirements and limitations, please read our Returns Policy.

We ask that you please contact us for approval first before sending the item back under this guarantee.

▸ My item arrived damaged, what can I do?

If your item arrived damaged please contact us for assistance.

▸ Is there a warranty with my item?

Please see the individual product information page for warranty specifics. For items that have a manufacturer's warranty, please contact the product manufacturer for assistance.

For further details on our Guarantee and Warranty Policy, please read our Terms of Website Use.

Security and Privacy

▸ Do you keep my credit card details?

Rest assured, we do not keep records of your credit card details.  When you pay via credit card your credit card details are encrypted and then verified by our Bank.

▸ If I sign up to your email notifications are you going to spam me?

Absolutely not.  We aim to provide our customers with genuine deals and promotions, aswell as email customer only special deals.  That means if you're not on our list then you don't get the special deal! Fair? Fair enough we think.

For further details please read our Privacy Policy.

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