Shipping & Returns
Your order will be shipped promptly when payment has been received in full and cleared - usually orders are shipped same day when payment is cleared by 2.00 p.m.
Dispatch of goods is arranged by us through Australia Post, TNT or Fastway Couriers. Large items which are sent by TNT or Fastway cannot be sent to PO Boxes, therefore please ensure your physical address is included on checkout. Please allow 2 - 7 working days for delivery within Australia after your payment has been confirmed. Some regional and remote areas may take longer than this.
The heavy and bulky nature of many of our product means our delivery drivers are often not permitted to unload by themselves due to OH & S regulations.
Therefore upon delivery of items weighing over 25 kgs, somebody is required to be home to assist with unloading, and to sign for delivery.
Upon despatch of your order we will send you a courier tracking number so you can track the delivery. Although couriers typically won't call you ahead of the delivery, you can monitor the progress on-line each morning.
When you see the status as 'On Board For Delivery' it indicates that the consignment is to be delivered that day. You can call the courier and they should be able to communicate with the driver and give you an estimated arrival time. Deliveries are made on weekdays. If nobody is home at the time of delivery our couriers will leave a 'calling card' for you and return the goods to the local depot. The calling card will have a number to call and arrange a re-delivery at a time that suits you better (re-delivery is free).
If it is inconvenient for you to receive a delivery on weekdays, we'd encourage you to consider either picking up from one of our warehouses or nominating an alternate delivery address where somebody can accept it i.e. a friend's house or a work address. If you have any questions please don't hesitate in contacting us via e-mail or by calling 1800 10 50 10 (FREECALL). Pick Up is generally available - see details nominated in the individual product page.
We are happy to exchange/refund your purchase under our Killa Satisfaction Guarantee. Should you wish to return your item for any reason, simply contact us within 30 days of receipt. Of course the item must still be in 'as new' condition, in its original packaging and postage fees cannot be refunded.
Returns will typically need to be sent back to the location that the item was originally sent from, although this may be varied from time to time.
The return address, method of return, assignment of shipping costs and other specific arrangements will be negotiated at the time that the return request is raised in order to limit the costs of both parties.