Your order has been shipped - how exciting! Here are answers to some common questions about the delivery process.
When will my product be despatched?
All products are shipped within 24 business hours, unless otherwise stated. If your product is Made to Order it will be shipped between 5 and 10 working days after payment is received.
How will my product be shipped?
All products are shipped using reputable couriers, these include Australia Post, Aramex, Vellex, Couriers Please, Direct Freight Express and UPS to name a few. In some regional areas, a courier may use a local onforwarder to complete the last leg of your products journey. Unfortunately we don't allow you to choose the courier used for your delivery.
When will I receive my product?
Major Cities on the East Coast of Australia: 1-5 business days after shipment*
- Outer-lying cities and suburbs including South Australia: 3-7 business days after shipment*
*these time frames are estimates provided by the couriers. They do say to allow up to 10 working days for all shipments. Deliveries are often considerably faster than the longest time shown, however no guarantee can be made. Seasonal demand, public holidays and COVID staff shortages can affect delivery times. As we use couriers, we can never guarantee a specific delivery time frame. We will however despatch your order in a rapid manner for you.
How big is the box my clothesline is in?
Clothesline sizes vary depending on the exact model you ordered, below we've got some rough guidelines of the sizes of our products.
Wall Mount style and retractable clotheslines are roughly the 120cm long, 15cm wide and 5cm high. These will fit in just about any car.
Ground mount and Rotary style clotheslines are a little bigger, and roughly 220cm long, 20cm high and 20cm wide. Ground mount clotheslines will often come in 2 boxes, one long box and one smaller box. These will fit in most larger SUV's with the seats down.
How many boxes will I receive?
If you've ordered more than 1 product, your delivery will often arrive in seperate parcels. We do send orders all together, yet they often get seperated in transit during the sorting process and may not all get delivered on the same day. The best thing to do is check your shipping label as it will say "label 1/3" for example which means there are more parts to your delivery.
If you have ordered pegs or accessories and a Made to Order clothesline, you will receive these before your clothesline.
A ground mounted clothesline will also often arrive in multiple boxes.
What happens if I ordered installation?
If you have selected our professional installation service, you will receive an email within 1-2 business days outlining the next steps. Please allow 5 to 10 working days after your delivery for an installation to occur. If you have not received an installation email please check your junk or spam folder as they can sometimes end up there. If you can't find it feel free to reply to any of our emails and we can help you.
Do I have to be home for the delivery?
The majority of couriers are Safe Dropping parcels since COVID unless you specifically ask for a signature when you ordered. The instructions you added at checkout will be printed on to your shipping label for the couriers.
Can I track the progress of my order?
Absolutely! You will receive an email when your order is despatched, this will be complete with a tracking number. In some rare cases the product may arrive before you receive this email. With some Austral products a tracking number is not issued however you will still receive an email telling you your order has been shipped
What if my product has not arrived?
If your product has not arrived by the longest estimated time frame, please feel free to get in touch with us. Couriers will not launch an investigation until the maximum time frame has been reached.
In the unlikely event your parcel is deemed lost in transit, we will happily send you a replacement at no cost to you. If your parcel is delayed we do need to wait for the couriers to make this judgement until we can send a replacement.
Are instructions included with the product?
They sure are! All of our products come with a manual included. We also have a link to the manual on every product as well as helpful videos too.
What if my product arrives damaged?
In the unlikely event your parcel arrives damaged, please notify us with images of the damage within 24 hours of receipting your delivery. All of our parcels are fully insured so you will not be out of pocket, however we do need notification within 24 hours of delivery.
Even if your product is okay, we suggest sending through pictures of your damaged parcel just so we can make sure everything is fine and not miss the 24 hour notification window.
This time frame is placed upon us by the insurers so unfortunately there is no leeway on this.