SHIPPING & DELIVERY POLICY
All orders placed via our website will incur a shipping fee which is calculated according to the size and weight of the item/s ordered and the delivery destination. Vacuum Spot is only able to accept orders from customers with a delivery address in Australia or New Zealand. Unfortunately we are unable to deliver to other overseas destinations at the present time, however this may change in the future. We can also offer a pick-up option from our warehouse, however you will need to contact us by phone first before placing your order.
Every order is dispatched from our warehouse via courier with tracking and we aim to process, pack and dispatch your order in the shortest possible time, usually the next business day, providing that we have the item in stock and received final confirmation of your payment. Although we endeavor to keep our stock levels up on most products listed on our website, we cannot guarantee immediate availability on all items, so we encourage a formal query to be made especially for 'Urgent' items prior to ordering. In the event you have an urgent need for a particular item, please call us before placing your order to verify if it's in stock. Items in stock will be allocated and reserved only to customers with a formal website order and confirmed payment. In the event that an ordered item is not currently in stock or we are awaiting delivery of new stock from our supplier, we will notify you with an expected date of delivery. In some cases we may be able to provide you with an agreeable alternative item, place the product on backorder for you, or offer a full refund. Please note that some products published on our website may be listed as 'Accepting Orders', 'On Request', 'Available Upon Purchase' or 'Special Order-In' items and will usually require a slightly longer lead time.
For high dollar value purchases, sometimes we may ask you to confirm certain details about your order and/or provide relevant identity documentation first before we ship the products out to you. This is a necessary security step to mitigate the risk of potentially fraudulent or unauthorised credit/debit card transactions and helps to provide us with a level of satisfaction that these orders are in fact from legitimate people.
Delivery is normally via Australia Post's eParcel service for all Australian orders, and International Standard, International Economy or Express Courier International for all New Zealand orders. Orders are dispatched from our Melbourne based warehouse. However, we reserve the right to use any other common carrier, depending on the destination and order size. Some orders may also be shipped to you directly from our supplier using their nominated courier company. Shipping to most Australian capital cities will take between 1-5 working days, however please allow up to 6-10 working days for deliveries to more regional and remote locations. These shipping times are approximations and whilst every effort is made to ship your order as soon as possible, shipping times are not guaranteed. Please note that the default delivery method for all orders will involve obtaining a signature from the customer when they are home or at the delivery address stated on the order. If the delivery address is unattended, the courier will leave your parcel in a safe place if one is available. If a safe place isn't available, they will leave a notification card and take the parcel to the nearest pick-up location for the customer to collect at a later time (which may be a nearby Post Office or courier depot). For Vacuum Cleaners & Machinery, a Re-Delivery Fee of $25.00 applies where an initial attempt to deliver a consignment fails and is returned to our shipping partners depot or our warehouse for further processing requiring a subsequent delivery or customer pick-up.
We may also be able to offer you Express delivery in certain cases if you require your product more quickly. Please contact our Customer Service Hotline on (03) 9466 1146 before submitting your purchase for more information. An Express delivery fee will apply.
We strongly advise that you choose a delivery address where you, or someone known to you, is able to accept the delivery (ie. to your home, office or workplace) within regular working hours of 9:00am to 5:00pm. Due to varying delivery driver schedules, we are unable to call customers prior to delivery or arrange preferred times for you.
If your delivery has not arrived within the expected time frame, you can submit a track and trace request via www.auspost.com.au/track using the tracking/consignment number provided to you by email at the time of shipping or simply contact us on (03) 9466 1146 or email [email protected] and we will investigate further and get back to you with an expected delivery date. Please note that once an order leaves our warehouse with the specified shipping provider, Vacuum Spot can not be held responsible for any unexpected delays in delivery that occur which are outside of our control.