Freight & Returns

Shipping Update 12th September 2020 

We are pleased to confirm that, despite current Stage 4 Restrictions in Melbourne and increased order volumes, we have returned to our normal dispatch times - so please allow 1-2 business days for dispatch via Standard or Express Shipping, and you can select Startrack Priority for same business day dispatch if you order prior to 2pm. 

If you are local to our Melbourne store and you meet the current government restrictions for work or travel then you can take advantage of our Contactless Click N Collect service.

Latest News

In line with current stage 4 restrictions implemented by the Victorian Government - we can confirm the following conditions of operations at Timbecon - 

  • The Perth store remains open and trading as per normal - you are welcome to visit the store, browse and talk with staff.
  • All online/phone orders placed will be shipped normally. We are working hard to meet our agreed 
  • The Melbourne store has moved solely to a Contactless Click N Collect model as of Tuesday 4th August.
  • We are available to talk during business hours on the phone (1300 880 996), Live Chat on the website and via email as normal. 

Normal Order Shipment

We continue to operate at full capacity in dispatch - you can place your orders with confidence and our current turnaround time for order shipment 1-2 business days unless you choose Startrack Priority - which will be dispatched same-day if ordered prior to 2pm.

Please allow normal transit times once your order has been dispatched.

Delivery services are continuing to operate as per normal throughout Australia when dispatched from Melbourne. 

Melbourne Store Changes

From 5:00pm Tuesday 4th August the Melbourne Store will not be accessible to the general public. After this time, if you meet the current government restrictions for work and travel and can still collect your order from the Melbourne store, you can place your order as a phone order or on the website via Click N Collect. You will not be able to place the order in-store, it must be placed either online or via phone order (1300 880 996).

The government has mandated that it must be Contactless Click N Collect. So when you come to collect your order, please go to the warehouse roller door at the side of the building and ring the doorbell. You need to show us a copy of your order confirmation and/or invoice (either printed or on your smart phone). If it is a small package, this will be left for you to collect. If it is a large item, you must return and stay in your vehicle and pull into the loading bay. We will load your item(s) in your vehicle.

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). 

Normal Perth Store Trading 

The Perth store is unaffected by the new Victorian restrictions and continues to operate as per normal.

Store Pick-up & Click N Collect

From 5:00pm Tuesday 4th August the Melbourne Store will not be accessible to the general public. After this time, if you meet the current government restrictions for work and travel and can still collect your order from the Melbourne store, you can place your order as a phone order or on the website via Click N Collect. You will not be able to place the order in-store, it must be placed either online or via phone order (1300 880 996). Our customer service staff will continue to be available via phone, Live Chat or email. 

The government has mandated that it must be Contactless Click N Collect. So when you come to collect your order, please go to the collection point located at the front of the building. You will need to show us a copy of your order confirmation and/or invoice (either printed or on your smart phone). If it is a small package, this will be left for you to collect. If it is a large item, you must return and stay in your vehicle and pull into the loading bay. We will load your item(s) in your vehicle.

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). 

At this time the Click N Collect option is not available at our Perth store.

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.

Reduced Freight Costs

Because of the current situation we have reduced some freight costs. 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.
  • Startrack Priority service is still available at normal pricing.

We are currently working on a new offer(s) to Victorian customers to mitigate the current Stage Four Restrictions.  

Coronavirus Update

We have been advised on some changes to how deliveries will take place by all of our carriers. Freight companies are currently experiencing much higher volumes through all networks so some delays are possible. We are making sure we work with the best carriers available that are best able to minimize disruptions. 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.

Toll Group

Please refer to Toll's website where they are keeping all their customers up-to-date on how they are managing Coronavirus.

Shipping Options - Australia

Timbecon provides three main shipping options at checkout - 

Standard 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 Express Shipping.

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.

Express Shipping (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.

Smaller parcels will be sent through Toll's parcel network with expected transit times of 1-2 business days to all metro areas excluding Darwin, and 2-3 business days to all other areas of Australia.

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.

Larger parcels (5kg and up) 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 Rockhamption, WA north of Carnarvon 


There is no height or weight limit to any item being sent via Toll Group. 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 traveling to you. You can also follow your package by clicking here and entering the tracking number provided once your order is dispatched. 

Startrack Priority

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 recieved 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.

Freight Companies - International

Australia Post

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. 

Fiji
Indoneisa
Malaysia
New Caledonia
New Zealand
Papua New Guinea
Philippines
Singapore
Solomon Islands
Vanuatu

Using Your Own Freight Company

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.

Dispatch Timing

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.

Returns

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 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. 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 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.