Freight & Returns
Shipping Options - Australia
Timbecon provides four main shipping options at checkout -
Standard & Express Shipping (Australia Post)
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.
Of course, you can choose to have your delivery sent to Australia Post PO Boxes and Parcel Lockers etc.
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 Toll (see below).
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 and Item field
Large Parcel & Road Service (Toll Group)
Toll Group are one of the largest freight and logistics companies in Australia and offer a range of delivery services. Timbecon has partnered with Toll's consumer delivery system to offer express shipping options.
If you are not home to take delivery and do not choose Authority To Leave, your package may be taken to a Toll Collection Point. There are more than 2,000 Toll Collection Points around Australia with one close by to where most people live. These collection points are open during and after business hours (and in some cases 24 hours/day), making it easier to find a convenient time to collect your delivery. Packages cannot be delivered to PO Boxes or Parcel Lockers.
The Large Parcel and Road Freight Service is for items 5kg and up, these will be sent through Toll's parcel network with expected transit times listed below -
1-2 business days
Country Victoria & South East WA, all metro areas excluding Brisbane
2-3 business days
Brisbane & SE QLD, regional NSW, SA and Tasmania
3-5 business days
Northern Territory, Western NSW, QLD North of Rockhampton, WA north of Carnarvon
There is no weight or dimensional limits to any item being sent via Toll Group Large Parcel Service. Packages cannot be delivered to PO Boxes or Parcel Lockers.
All Toll Group packages are trackable and are on Toll's new notification system will keep you updated each step of the way when your parcel is travelling to you. You can also follow your package by clicking here and entering the tracking number provided 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.). Please note orders received after 2pm EST on Friday will be processed on the following Monday.
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. Priority packages cannot be delivered to PO Boxes or Parcel Lockers.
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 the 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.
Click N Collect
Click N Collect customers can place an order as a phone order or on the website via Click N Collect and it will be ready for collection within one hour from the Melbourne or Perth showroom. When you come to collect your order, please go to the front counter for assistance. You will need to show us a copy of your order confirmation and/or invoice (either printed or on your phone).
If any item ordered is over 50kg we will load your vehicle by forklift. You must come in an appropriate vehicle where this can occur - a ute, van or vehicle with a trailer. We cannot load heavy items into sedans, SUV's or passenger wagon vehicles where we cannot get full forklift access. If you are unsure, please call us prior to arriving to discuss for clarification (1300 880 996).
If you wish to place an order for pick-up next day or at some other time in the future please select the Store Pick-Up option and specify the date and time that you would like to collect your order in the Order Comments field.
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
Using Your Own Freight Company
If you wish to use your own freight company your order can be placed online for Click N Collect. Simply pass on your order details to your carrier and they can pick it up as if it was a regular Click N Collect order. If you require weight and dimensions to pass on to your courier please email email@example.com
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 60 days from the date of purchase. You are responsible for the cost of return freight. 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 the 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 situations when a customer may return an item please click here.
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. 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 Toll depot. Please advise us that you would like to choose this option, and when it arrives at the depot Toll 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 $90.00 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.