Freight & Returns
Reduced Freight Costs
Because of the current situation we have decided to reduce or waive freight costs through to the end of April. We will continue to review the situation and may choose to extend this offer. We are doing this to improve the availability of our range to people who can't or don't want to shop in-store at the moment. The particulars of this offer are -
- All freight costs to metro and most regional areas have been reduced by up to 50% for orders weighing up to 99kg.
- All orders over $200 will have a Free Shipping option*.
- When selecting Free Shipping, we will use Australia Post unless there are size/weight restrictions, in which case it will ship via Border Express.
- Startrack Priority service is still available at normal pricing.
- *All Sherwood products and Kaizen Foam is excluded from the Free Shipping option.
We are working hard to ensure prompt dispatch times so you can get your order quickly.
Of course we still have the In-Store Pick Up option. We will be processing these orders quickly so if you can't wait for something to be delivered and live close by, you can order online and come to collect what you need.
We have been advised on some changes to how deliveries will take place by all of our carriers. The good news is that freight companies are operating at full capacity. For more information please see below -
Australia Post & Startrack Express
Please refer to Australia Post's excellent website where they are keeping all of Australia up-to-date. Any changes to Australia Post's delivery system will be mirrored by Startrack Express.
Border Express have implemented the following safety measures with their drivers when making deliveries -
- All drivers are required to maintain, wherever practicable, a minimum safe distance of 1.5m when delivering and collecting parcels / pallets.
- All Drivers will no longer be required to present their hand held scanner to obtain an electronic signature / proof of delivery.
- Alternatively drivers will obtain a First Name and Last Name and sign as COV-19.
Freight Companies - Australia
Timbecon uses a number of freight companies to provide you with choice in delivery options.
Timbecon uses Australia Post's eParcel shipping platform. All packages are trackable and when you provide your email address and mobile number to us, we will load these into the eParcel system so you will receive regular updates on the status of your delivery as it is being shipped to you.
The maximum package length that can be sent through Australia Post is 105cm and the maximum weight is 22kg. Anything over these dimensions will automatically have to be sent via Border Express.
For more information on transit times click here, enter Reservoir VIC 3073 as the Ship From address and the destination. Parcel Post transit times are the guide for delivery times from dispatch.
For tracking of your package, enter the tracking number you have received from us by clicking here and entering the number in the Track An Item field.
Border Express is a national transport and distribution services company with a strong capital city and regional network. Their commitment is to deliver 100% on time and in full. As one of the largest privately owned freight companies in Australia, they are still run with genuine concern and care for their customers and at Timbecon we believe that this aligns with our own customer service goals, making Border Express a natural fit to be our preferred freight company for delivering orders.
Border Express have road express delivery for packages from the smallest satchel up to multiple pallets and everything in between. There is no height or weight limit to any item being sent via Border Express.
Border Express will generally reach capital cities and suburbs within 2-4 business days with most country deliveries taking 3-5 business days. Please note that these are guidelines and Border Express's service promise is for deliveries to take anywhere up to seven business days to all but the most remote mainland locations.
All Border Express packages are trackable and you can track your package by clicking here and entering the tracking number provided in the Quick Track field on their home page once your order is dispatched.
If you need your order urgently, select Startrack Priority service. Startrack Priority orders will be shipped the same day they are received prior to the 2pm EST cut-off. Delivery to metro and regional Victoria as well as all inner capital city suburbs is overnight and should be overnight to most outer capital city suburbs as well as major regional centres (such as Newcastle, Townsville etc.).
Delivery will be no more than 2-3 business days anywhere in Australia. The premium pricing for this service reflects its premium dispatch and delivery times.
Freight Companies - International
Timbecon uses Australia Post's International Express shipping system. This system integrates globally with local post delivery options such as New Zealand Post and USPS etc. All packages are trackable and when you provide your email address and mobile number to us, we will load these into the eParcel system so you will receive regular updates on the status of your delivery as it is being shipped to you.
At the moment Timbecon offers shipping through the website to the following countries. Any countries/regions outside the below list cannot currently be serviced.
Papua New Guinea
Store Pick-up (Click'N'Collect)
You now have the option of selecting store pick-up when placing your order. When placing your order and selecting this option, please specify the date and time that you would like to collect your order.
If you decide to come earlier than the advised time, it will most likely be ready for collection already but if not we will pick and pack your order immediately upon arrival to the store.
If you wish to use your own freight company and place the order online, you can select this option and provide your freight company's name, contact phone number for bookings and your account number and once we have picked and packed your order, we will arrange pick-up with the freight company and email you with the dispatch connote and invoice once it has been picked up.
We will always dispatch your order with 1-2 business days of receiving it. If we are unable to do this, we will contact you as soon as we know that we are unable to meet this commitment and advise of any delay. You can generally expect a turnaround time of less than 24 hours (excluding weekends) for order dispatch.
If you require overnight delivery, please call us to place the order over the phone and we can advise on the ability for this to be done. If you call with an urgent order, the person taking the phone call will personally pick and prepare the order so it is dispatched same day and we can arrange the most suitable delivery option.
Insurance - Covering Loss/Damage In Transit
All freight companies used by Timbecon are general carriers and therefore do not cover damage or loss of goods in transit. Timbecon offers a simple insurance option, that is calculated at 2% of the value of goods, your order will be insured against loss and/or damage.
Insurance on the website is an Opt Out option. In other words it is automatically included. The only way it cannot be included is if you specifically untick the Insurance checkbox. This is your tacit agreement that you choose not to insure the goods.
We will always charge Insurance for phone orders and will confirm this with you at time of order. If this is then declined, your order and invoice will state INSURANCE DECLINED. We email your invoice at the time of dispatch. Please check your invoice because if we have not charged insurance, we can charge this to you after the goods are dispatched and prior to any customer service issues that may arise with your order. You will then be covered.
If you do not accept the insurance charge, you will do so at your own risk and any damage and/or loss is your responsibility. In all cases we HIGHLY recommend the optional protection of insurance.
If you change your mind and no longer wish to own any product that has been bought from Timbecon, the goods may be returned within three months from date of purchase. You are responsible for the cost return freight and please ensure you clearly mark your name and contact details. The item must not be used and be returned in its original packaging to get a full refund of the value of goods. Please ensure that it is packed so that it is not damaged in transit.
Items returned which have been used and/or are not in the original packaging and cannot be re-sold as new will not be accepted. Once we have received the product from you, we will issue you with a credit on your account or a full refund. The choice is yours.
For more information on our Warranties please click here.
Freight & Delivery
All prices advertised exclude freight delivery costs. Before you commit to any order from Timbecon we will show the full price including freight (and optional insurance). Confirming any order means that you accept the freight cost as shown. If you decide quickly after ordering that you wish to cancel the order, please contact us immediately and if we haven’t dispatched the order, we will refund the full value of the order.
The freight cost shown on the website WILL NOT include the Tailgate Drop Fee as outlined below. Any product that may attract this fee will be flagged on the product page. If the product can attract a tailgate drop fee we will contact you prior to dispatch to arrange payment for this charge. For more information on the Tailgate Drop Fee please read below.
If you wish to use your own freight company for dispatch of goods, please contact us and we can arrange the order over the phone and have it ready for you to pick up.
All packages are trackable for up to 60 days after dispatch and the tracking number will be provided in the shipment email sent confirming departure of your goods from our warehouse. Please allow up to six business days for delivery to capital cities and fourteen business days for other destinations. It is usually much quicker than this!
Tailgate Drop Fees
Any single product carton that weighs over 35kg must be shipped on a skid. It can be manually unloaded by two able-bodied people upon delivery (usually the driver and the receiver) as long as the weight of the carton is less than 50kg. If a product is over 50kg, it cannot be unloaded by the driver.
If a product is over 50kg you have several options.
The first option is to pick it up from the closest Border Express depot. Please advise us that you would like to choose this option, and when it arrives at the depot Border Express will be in touch to advise you it is ready for pick up. They will also set out any terms and conditions for the pick-up. It will be loaded via forklift so having an appropriate vehicle or trailer to allow this to happen is your requirement.
The second option is to arrange a number of people that can reasonably be expected to lift the skid off the truck without assistance from the driver. The driver is unable to wait any longer for this to take place upon his arrival, so you must be prepared for an immediate offload.
The third option is to pay a tailgate drop fee of $80.00 inc GST. This will mean that the truck arriving to deliver the goods will have a hydraulic tailgate that will safely set the skid on the ground with a manual pallet truck to move the skid to a reasonable position on the property so that it is deemed to be safely delivered.
If your consignment fits the above criteria we will contact you prior to dispatch to confirm your preferred method and collect the tailgate drop fee if you choose the third option for your delivery.