Shipping & Returns
Everything here is how we actually operate, written out in full so you can check it before you order rather than after something goes wrong. If anything below is unclear, email sales@retaildisplay.com.au and ask.
How long will it take?
These are our real delivery times, taken from the carriers’ own delivery scans on every order we shipped over the past 12 months. Not an estimate, and not a figure out of a carrier brochure.
Business days after dispatch. Weekends and public holidays are already excluded.
| Destination | Delivery time after dispatch | Most orders |
|---|---|---|
| Capital cities | ||
| Melbourne metro | 1–3 business days | 1 day |
| Sydney metro | 1–4 business days | 2 days |
| Canberra / ACT | 1–4 business days | 2 days |
| Adelaide metro | 1–5 business days | 3 days |
| Brisbane metro | 1–5 business days | 3 days |
| Hobart | 2–5 business days | 3 days |
| Perth metro | 3–9 business days | 5 days |
| Regional | ||
| Regional Victoria | 1–5 business days | 2 days |
| Regional NSW | 1–6 business days | 3 days |
| Regional Queensland | 2–8 business days | 4 days |
| Regional South Australia | 1–5 business days | 2 days |
| Regional Tasmania | 3–6 business days | 4 days |
| Regional WA | 3–7 business days | 4 days |
Measured from the carrier’s own delivery scan. Northern Territory and remote postcodes are shipped case by case — ask us for a firm date before you order. If your delivery is running well past the range above, tell us and we will chase the carrier for you.
Dispatch and delivery
Orders are picked and dispatched within one business day of payment clearing. Most of our stock is held in our Wantirna South warehouse in Melbourne; in some cases we ship directly from our overseas factory, and we will tell you if that applies to your order.
The estimate shown at checkout is a guide from the carrier, not a guaranteed delivery date. If an item is marked pre-order or out of stock, we will contact you after purchase with an estimated arrival time.
If your order is delayed by something we did not expect, we will tell you as soon as we know rather than leaving you to chase it.
Express and urgent orders
If you are working to a date, say so before you order. We use a range of carriers depending on size, weight and destination, and we can quote express or overnight where it is available. Email sales@retaildisplay.com.au with the delivery postcode and the date you need it by.
Remote and difficult addresses
We keep the shipping calculator as accurate as we can, but for some remote or difficult-to-access addresses an extra charge applies that the checkout cannot work out on its own. If that happens we will contact you before dispatch with the cost. If you would rather not proceed, we refund you in full. We do not dispatch and then invoice you for the difference.
Tracking your order
A tracking number is emailed to you once the order ships. Depending on the carrier, track it here:
Deliveries to PO boxes and parcel lockers
Most of what we sell is too large for a locker, so we generally need a street address. A business address where somebody is there during the day is the most reliable option.
If something goes wrong in transit
Damaged on arrival
We take responsibility for transit damage. Please tell us within 24 hours where you can — it is not a condition of your claim, but our transit insurer asks for prompt notification and it makes the whole thing faster. Email a photo of the damage and we will arrange a replacement or a refund at no cost to you.
Transit damage should be reported within a reasonable time of delivery, and normally within 30 days, so that the carrier and the insurer can still investigate it. Report it later than that and we will still look at it, but what we can recover may be limited. This does not affect your rights for a product that turns out to be faulty rather than damaged in transit.
Lost in transit
We take responsibility for a lost shipment where the delivery address was correct and tracking does not show it as delivered.
Tracking says delivered, but you have not received it
This one we handle case by case, because the cause varies: a parcel left in a spot you have not found yet, a scan made at the wrong address, or a parcel taken after it was left. Tell us as soon as you notice and we will open an enquiry with the carrier and ask for the delivery scan details, including the GPS point and any photo the driver took.
Our shipments are covered by transit insurance. Where the carrier cannot account for the parcel, we deal with the insurer, not you — you are not expected to pursue the carrier yourself. We will tell you what the enquiry finds either way, and agree the outcome with you from there.
Returned because delivery failed
If a parcel comes back to us because the address was wrong or incomplete, because nobody was available to receive it, or because it was not collected from the carrier’s depot or collection point, the carrier charges us a return fee. Where that happens, the fee is deducted from your refund. If you would like the parcel sent again instead, a redelivery charge applies.
Returns
You have 30 days
Returns are requested within 30 days of delivery, and you do not have to give us a reason. A change of mind is fine. What changes with the reason is who pays the postage and how much of the order value comes back.
Who pays the return postage
For a warranty claim made more than 30 days after delivery, who pays the return postage depends on what has failed and how the item has to come back. We work it out with you and tell you before you send anything — we do not leave you to guess, and we do not apply a blanket rule that would cut across your rights under the Australian Consumer Law.
Condition
For a change-of-mind return, the item needs to come back unused and in its original condition with all packaging and accessories. If it arrives back in a condition we cannot resell, only a partial refund is possible.
For a change-of-mind return, original shipping charges are not refunded, and where an item was sent with free shipping a restocking deduction applies to cover what the outbound freight actually cost us — free shipping is included in the price, not absent from it. The deduction is what the freight cost, nothing on top, and we tell you the amount before it comes off your refund.
None of this applies to a return because the item was faulty, damaged in transit or not as described. In those cases you are refunded in full, including what you paid for shipping.
How to start a return
Email sales@retaildisplay.com.au with your order number and we will issue a Return Authorisation Number and tell you where to send it. Please do not send anything back before you have that number, as we cannot match it to your order.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Other things worth knowing
Cancelling after dispatch
Once an order is on a truck the freight has been paid, so the shipping cost is deducted from the refund. Rerouting or redelivery also attracts a charge from the carrier, which is passed on at cost. We tell you both amounts before anything comes off your refund.
Pricing errors
We check our pricing carefully, but if an error does get through we reserve the right to cancel the affected order. If that happens we will tell you promptly and refund you in full.
Frequently asked questions
Most stock ships from our warehouse in Wantirna South, Melbourne. Some items ship directly from our overseas factory, and we will tell you when that applies.
Most Sydney metro orders arrive 2 business days after dispatch and most Brisbane metro orders 3, and orders are dispatched within one business day of payment. The table above has every destination and the full range.
Often, yes. Tell us the date and the delivery postcode before you order and we will tell you honestly whether it is achievable and what it costs.
Email us a photo, ideally within 24 hours. We arrange a replacement or refund at no cost to you.
Yes. Tell us which items when you request the Return Authorisation Number.
Generally no, because of the size of most of our products. A street address with somebody available during the day works best.