As your products delivery process has commenced, here are some answers to some questions we often get during this process. They will assist you in receiving your product in a timely manner, while reducing possible delays.
When Will my Product be Despatched?
All products are shipped within 24 business hours, unless otherwise stated. If your product is custom made eg a City Living product, it could be shipped between 10 and 15 working days after payment is received. As a made to order product, this is the time it can take to make the product to your requirements.
How Will my Product be Shipped?
All products are shipped using reputable couriers, these include Australia post, Fastway, Hunter Express, Vellex and UPS. In some cases one courier will use another to completed the delivery of a product, which means a local courier company will complete the delivery of the product and not the initial courier used. This is common in remote and regional areas.
When Will I Receive my Product?
As we don't own, control or manage any freight companies, we are subject to their delivery schedules. They all pick up every workday, however each companies sorting and delivery process differ. These are the expected delivery periods for products
- Delivery to East Coast capital and major metropolitan areas, are within 2 - 8 working days.
- Delivery to East Coast regional areas, outside of capital and major metropolitan areas, allow up to 15 working days.
- For Adelaide allow up to 15 working days.
Often delivery it is considerably faster than the longest time shown, however no guarantee can be made as this would be irresponsible of us.
How Big is The Box my Clothesline is in?
As clotheslines are quite large items and vary in size as do accessories, your clothesline will arrive in a disassembled state (unless otherwise stated) which means the box will be considerably smaller than the overall dimensions of the assembled clothesline.
What Happens if I Ordered Installation?
If you have selected the Professional Installation Service, you will receive an email often within 24 business hours after you have placed your order outlining the next steps. Please allow up to 5 to 10 working days for installation. If you have not received an installation email within 24 business hours, check your junk or spam folder. If it is still not there send us an email at firstname.lastname@example.org
Do I Have to be Home for The Delivery?
The majority of products require you to sign for them, this ensures you receive the product. Unfortunately couriers will not call you before they deliver your product, even if you place a request on your notes (based on the volumes they deliver this is not practical). If you have placed a note on your order to leave if you are not home they will do so. Otherwise they will leave a calling card either on your door or in your letter box, you can then call them to arrange another delivery time (Refer tracking your order below)
Can I Track The Progress of my Order?
Yes, you will receive an email when your order is despatched, this will be complete with a tracking number. In some cases the product may arrive before you receive this email. With some Austral products a tracking number is not issued. All the information you require to track your product will be in the email notifying you your product has been sent.
You can cut and past the tracking number into the couriers websites to see it's progress, you do not have to register for any of these sites. You might have to remove the gaps in the tracking number if there are any. This is the fastest way to determine the status of your product. For Fastway tracking you will have to wait a few seconds for the delivery progress page to load.
Does The Clothesline Store Have a Hot Line to The Couriers?
Despite our volumes and the amount we spend with couriers every month, we receive no special treatment. We have the same contact details you do and are treated exactly the same. Therefore any communication with a courier company is best done with you directly so you can receive first hand and un delayed information.
What if My Product Has Not Arrived?
If your product has not arrived in the estimated time periods above and as per our shipping page, you can use your tracking number to see where it is. If there is still an issue with the delivery, you can contact the freight company directly. They will then assist you in having your product delivered, talking directly with them allows you to arrange a time and possible location to meet them to receive your product. Some couriers have an online enquiry system for doing this also.
If your product has been signed for and the courier has proof of delivery, there is nothing further we can assist you with.
Are Instructions Included with the Product?
For the majority of products instructions are included in the box, this is not the case for some smaller items such as cord. Links to the product manuals can also be found on the product pages on the store.
What if My Product Arrives Damaged?
If your product or box arrives damaged, don't sign for it and ask the courier to return it to the sender. Then send us an email with your order number advising what has happened so we can take action. If the box is in good order yet the product is damaged, you have up to 24 hours to notify us of the situation from the time you signed for the product (This is the time period couriers provide to place a claim on them). After this time damaged product will not be repaired or replaced.
Receiving a Product
Once a product has been signed for, it's considered delivered and we are no longer able to assist with the delivery process. We see many cases where other members of the family or business have received a product and not told the person who placed the ordered. Asking other members of the family or business may save time if you are not able to locate your item.