SHIPPING & DELIVERY POLICY
*** Why COVID-19 may cause delivery delays ***
Delivery delays can be caused by many factors, including the challenges of COVID-19. New COVID-19 health and safety regulations apply to all workplaces across Australia. All freight and courier services such as Australia Post and Couriers Please are doing their bit to keep the community safe and prevent the virus spreading – and this has meant changing how they do things. Social distancing within their processing facilities means they can’t always move items as quickly as they would like. Australia Post also usually rely on passenger flights to transport their parcels, but many domestic and international routes are currently suspended, and remaining routes have much lower frequencies. Many routes are experiencing only minor delays, while others are taking longer. Please don't be alarmed if you check the tracking of your delivery on the Australia Post website and there are no recent scanning events, as there are various internal operational reasons within Australia Post why your parcel may not appear to be moving, but rest assured they are working hard to get your parcel to you as quickly as they can. Please continue to check back on the Australia Post tracking website to keep up to date with estimated delivery times. As I'm sure you can appreciate, this is unfortunately outside of our control. We thank you for your continued patience and understanding during this unprecedented time.
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 to New Zealand; we are unable to ship any vacuum cleaners or machinery to New Zealand.
WHICH COURIERS DO WE USE TO SEND OUT ORDERS?
For most deliveries within Australia, we will use either Australia Post's eParcel service or Couriers Please depending on your delivery address, location and size 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 Authority to Leave (ATL) instruction.
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 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.
OTHER SHIPPING & DELIVERY CONDITIONS
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 or Couriers Please for all Australian orders, and Australia Post's Pack and Track International 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. 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 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. 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.