Delivery Info and FAQs

Yes, wherever possible we use carriers that provide transit insurance. This insurance is included in your delivery quote.

Please check your pallet or goods carefully when collecting, or accepting delivery of your order, and make note of any damage you may see with the depot you are collecting from, or with the driver. While your consignment is covered by insurance, it is very difficult to claim once it has been signed for and accepted as being in good order.

For your order to be insured, it must be packaged very carefully within strict guidelines to minimise any damage that may occur during transit across the country. This requires heavier duty pallets and pallet wrapping, and a great deal of time and care spent on the packaging of your order to ensure it fits within these guidelines.

Transport company depots are generally located in industrial areas on the outskirts of capital cities or large regional towns. The depot address will be provided once your order is confirmed and invoiced.

The transport company will call you to arrange a time for collection. They will provide collection times and instructions for where and how to collect.

The pallet will be forklifted into or onto your collection vehicle at the depot.

Our standard DIY kits are packed either on 1 pallet for Courtyard and Midi models, or on 2 pallets for Original models. Each pallet is 1.2m wide x 1.2m deep x 0.8m high and weighs around 400kg.

You will need to ensure your collection vehicle will fit the dimensions and carry the weight of the pallet on which your order is packed.

No. Due to OH&S regulations, all pallets must be loaded as received into customer vehicles via forklift. Pallets may not be unpacked and individual pieces hand-loaded into the boots of cars etc.

Discarded pallets and packaging cannot be left at the depot or you will be charged a rubbish removal fee.

Yes. If you choose this delivery option you must have access to a forklift at the delivery address, and that forklift must be available to unload the pallet from the truck when it arrives.

If you choose this option and there is no forklift at the delivery address, a futile delivery fee will be charged and an alternative arrangement for collection or delivery will need to be made.

The transport company will contact you once your order arrives at the nearest depot to your delivery address. They will confirm a date and an approximate time of delivery, usually as a delivery window.

Please be prepared to have the forklift ready to unload the truck when they arrive. If the driver is forced to wait for longer than 15 minutes to be unloaded, you will be charged wait time.

If you choose this delivery option, your pallet will be delivered to your driveway via a hydraulic tail lift truck. The truck’s tailgate will be lowered to ground level and your pallet will be trolleyed off the tailgate and placed as close as possible to your house, providing the surface is suitable for a pallet trolley to wheel over.

Please note there is no forklift on the truck to move the pallet into place for you. The driver has access to a pallet trolley only and is therefore limited to where the pallet can be placed.

The transport company will contact you once your order arrives at the nearest depot to your delivery address. They will confirm a date and an approximate time of delivery, usually as a delivery window.

Yes. Please ensure that you, or someone you trust, is at home to sign for the pallet and agree with the driver as to where the pallet is to be left.

If there is no one at the delivery address to sign for the delivery, an alternative delivery date will be arranged and you will be charged a futile delivery fee.

No. The driver will leave the pallet as close to where you want it as possible within the limitations of the equipment they have. The driver cannot help you unpack the pallet or help you lift heavy items off the pallet.