How To Order - Delivery & Shipping 

If your questions are not answered in this section, please refer to the Terms & Conditions page.

Despatch Timing

We use freight companies that are efficient at what they do, but that would not help our customers if we were slow in dispatching orders. We aim for a level of service where we process orders within 24-48 hours upon receiving them provided we have stock available. We can maintain this level for 90% of the year, but we do get busy (particularly around the wood shows and at Christmas) and we don’t have unlimited resources.  If something is urgently required, please let us know when you place your order.

Our two road freight days are Tuesday & Friday and we dispatch air bags and Express Post bags daily. 

Freight Insurance - covering loss/damage in transit

Companies are classified as general carriers and therefore do not cover damage or loss of goods in transit. While they take the utmost care, they do not cover these situations. We have selected freight companies that we believe offer the best service possible to minimize these problems, but we also offer a service where you can insure the goods. This is calculated as a charge of $1 for every $50 of the value of goods ordered. It is always rounded up to the closest $50 dollar amount. The amount calculated is with government taxes included on the purchase price.

We strongly recommend you take the optional insurance against loss/damage in transit.

Cubic Metre Equivalent

Freight is calculated either by weight or by the 'cubic metre equivalent' whichever is the greater.  This is a standard practice of all freight companies.  What this means is that if an item is lightor long but bulky, then the cubic metre rate is applied rather than the 'averaged' weight.  The same works in reverse if an item is small and heavy, except you pay by weight, not volume.  It's not practical for us to put this cubed rate on the freight schedule of these bulky items, because if you purchase more than 1 item, it could skew the freight cost.  But we try to be as fair as we can in charging for freight.  We charge what the cost really is, and 95% of the time this works according to a set formula, but occasionally it falls outside the formula and we will need to adjust the freight cost of your order accordingly.

Also be aware that even though an item (or items) may be light-weight, if they don't fit inside an air bag or Express Post bag they have to be shipped by road.

Freight Companies

We use four companies to dispatch our orders from Timbecon to our customers and they are detailed below. We are always happy to work with our customers, so for that reason, if you have a particular courier company you would like to use, please fill the details into the comment field of the company name, contact phone number and your account number and we will organize this accordingly.

Australian Air Express (AAE)

We use Australian Air Express for all other airfreight orders weighing 500g-5kg. But, if it won't fit inside the bag it must go by road frieght. Australian Air Express are a joint venture by Australia Post and Qantas, and therefore have the best back-up in terms of delivery network as well as actual air freight capabilities by running their own fleet of planes, as well as gaining access to Qantas and Jet Star hull space. AAE do have their own freight business but also provide airfreight services for major freight companies such as Australia Post, TNT and Startrack Express.

Another benefit that AAE have is that they are able to deliver to Post Office boxes. Other freight companies aren’t able to do this, but because of AAE’s connection with Australia Post, they have this competitive advantage. This is very handy for many of our busy city and rural customers.

If we are sending the airbag to a street address, the customer needs to be at home to accept delivery for the bag and sign for it. If the customer is not home, a card will be left for the customer to call AAE and arrange an appropriate delivery time. If you would like to talk to AAE about the delivery of your consignment, please check the connote number received in your email and call 13 12 13 to talk to your local depot. Alternatively you can trace your consignment online at http://203.43.1.230/track/inquiry.html.

We can offer a service by sending your order in a number of airbags if you require numerous items that weigh over 5kg very quickly. Simply put a note to this effect in the comment field. But, if it won't fit inside the bag it must go by road frieght. The cost of doing this is $16 per 5kg airbag, and if you advise us to do this, we will charge you at the appropriate cost when billing you without checking first. Otherwise, for orders over 5kg, we will send the order via Startrack Express.

Please allow 1-3 working days for the goods to reach you from the date of dispatch.

Startrack Express

Startrack Express is a premier freight carrier that operates Australia-Wide. We selected Startrack Express due to their excellent record of delivery on time and intact. Startrack were in fact the first company in the world to offer a completely paperless system of handling consignments, which improves productivity, and from an end-user's perspective, cost savings.

This is done via large labels with barcodes that are scanned. This forms the basis of Startrack’s (and AAE’s) freight system, by logging each time it is scanned so that it can be traced electronically. Startrack are still on the cutting edge of this technology and continue to innovate where most other companies replicate. We are proud to say that we were the first company in Western Australia that trialled and successfully implemented this system approximately five years ago.

They also offer very competitive prices as well. We use Startrack for all consignments over 5kg unless otherwise specified.

Startrack have one of the largest networks of depots around Australia as well as a hand-selected range of independent carriers at small regional centres around Australia. They will deliver to your front door in any capital city and major regional centres around Australia. They cannot deliver to Post Office Boxes nor to country addresses. We always need a street address for delivery via Startrack Express.

The customer needs to be at home to accept delivery of the consignment and sign for it. If the customer is not home, a card will be left for the customer to call Startrack and arrange an appropriate delivery time. Startrack Express will take the goods to the destination, but it is the customer’s responsibility to take the goods off the vehicle and transport it to its final resting place. While some couriers may be helpful, do not rely on this. If it is an extremely heavy item, perhaps it may be better to pick it up from the closest depot. There is an additional charge for second deliveries.

If you would like to talk to Startrack about the delivery of your consignment, please check the connote number received in your email and call 13 23 45 to talk to your local depot. Alternatively you can trace your consignment online at http://www.startrackexpress.com.au/. Simply click on the “Track & Trace” icon on the left-hand side of the screen and follow the prompts.

Please allow 7-10 working days for the goods to reach you from the date of dispatch. Some isolated areas such as Northern Territory, far north Queensland and Tasmania can take up to 15 working days, but this is rare.