SHIPPING & DELIVERY POLICY
WHERE DO WE DELIVER TO?
Vacuum Spot only accepts orders from customers with a delivery address in Australia or New Zealand.
Note: we are only able to ship spare parts and accessories (not including battery products) to New Zealand; we are also unable to ship any vacuum cleaners or machinery to New Zealand due to shipping restrictions.
HOW MUCH WILL MY DELIVERY COST?
Regardless of your delivery address within Australia*, our delivery service charges are as follows:
This applies to every product listed on our website. ‘Total Order Spend’ includes all products purchased in a single transaction online excluding shipping costs. 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 to place and pay for your order first, as there is no pick-up option during the online checkout.
* Please note orders to Christmas Island, Cocos Island, Norfolk Island, Lord Howe Island and Australian Antarctic Territory may incur additional freight charges to those published above.
** Orders with a New Zealand delivery address will also be charged a different flat rate shipping fee according to the value of the order (free delivery offer does not apply to New Zealand orders). Also for New Zealand orders it is the sole responsibility of the customer to pay for any customs duties or taxes that may be imposed by your local customs authority.
WHICH COURIERS DO WE USE TO SEND OUT ORDERS?
For most deliveries within Australia, we will use either Australia Post's eParcel service, Couriers Please or Direct Freight Express, depending on your delivery address, location and the size/weight of your order. We are unfortunately unable to offer you a choice of which courier service to use for your delivery, as this will be determined solely by Vacuum Spot. For deliveries to New Zealand, we will use Australia Post's Pack and Track International service. 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. Please note that due to the impacts of COVID-19, all deliveries will be issued with an automatic Safe Drop or Authority to Leave (ATL) instruction.
For Australia Post delivieries, the best way to track and manage your deliveires is with the Australia Post mobile app.
OTHER SHIPPING & DELIVERY CONDITIONS
Every order is dispatched from our warehouse via courier service with tracking and we aim to process, pack and dispatch your order in the shortest possible time, usually the next business day, providing that the item is in stock and we have received final confirmation of your payment. Although we endeavor to keep our stock levels up on the majority of products listed on our website, we cannot guarantee immediate availability on all items, so we encourage customers to submit a formal inquiry via the contact methods available through our website 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 stock from our supplier, this will sometimes be noted in the product title description (ie. AVAILABLE ON BACKORDER ONLY, AVAILABLE FROM LATE DECEMBER, ETC). Alternatively, we will endeavour to notify you with an expected date of delivery once we have been privided with an ETA by the supplier. 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' or 'Special Order-In' items and will usually require a 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, Couriers Please or Direct Freight Express for all Australian orders, and Australia Post's International Standard service for New Zealand deliveries. 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. In certain cases we may also select some orders to be shipped directly to you from our supplier using their nominated courier company. Shipping to most Australian capital cities will usually take between 2-5 working days under normal circuamstances, however please allow up to 6-10 working days for deliveries to more regional and remote locations under normal circumstances. 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 if the delivery address is unattended, the default delivery method for all orders will be a 'Safe Drop' in which the delivery provider will find a suitably safe place at the delivery address where they can safely leave your parcel if it doesn't fit in your mailbox or if you're not home to receive it. If a safe place isn't available, they will take the parcel to the nearest pick-up location for the customer to collect at a later time (ie. a nearby Post Office or courier depot) which will usually be communicated by either leaving a collection card or via Australia Post's parcel tracking website. If the customer fails to collect the parcel within a reasonable time frame (usually 2 weeks) and that item is subsequently retured to us by Australia Post or the courier company because it was not collected, the customer will be liable to pay an additional redelivery fee. 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.
Unfortunately we are not able to offer refunds or cancellations for orders that are currently in transit with a courier to the recipient's delivery address. This includes any extended courier delays that may arise due to adverse weather conditions such as rain, flooding, fires, etc which are outside the control of the courier and Vacuum Spot.
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.