Shipping & Returns Policy

SHIPPING INFORMATION:

All parcel deliveries weighing over 23 kg are classed as heavy goods. Australian couriers have recently introduced surcharges for 'heavy weight' residential deliveries.

Depot delivery of items 30kg and over, but less than 100kg is $75.00

Depot delivery of items 100kg and over this charge is $175.00

To alleviate this surcharge, we have opted to have your order delivered to the closest depot to be collected from there. If you would like residential delivery, please contact us at info@ironbarkmetaldesign.com for an accurate delivery quote.

If you have access to a forklift at your end when your order is delivered, you can also contact us to give you a cheaper delivery quote. If you are unable to get a shipping quote using your postcode, please contact us as you will most likely be in a remote area that our couriers are unable to deliver to. We can arrange a special delivery to your property, and this may attract an additional fee.

STANDARD DELIVERY:

A standard delivery does not include inside delivery, packaging removal, or any assembling of your item. Standard delivery times are usually 2-10 business days from dispatch and is dependent on your location. The couriers we use to deliver your purchase are TNT Road Express, Barnett’s Couriers, and TOLL Express. Deliveries are shipped Monday to Friday during normal business hours and excludes weekends and public holidays. Purchases made on a weekend or public holiday will be processed the next normal business day.

If you know you will not be home to accept delivery and choose to give an ‘authority to leave’ please note that once your order has been delivered, the courier or Ironbark Metal Design cannot be held responsible if the item goes missing from your property. Please include delivery instructions on your order. You will find a ‘Notes’ on the cart page. Alternatively, you can email us at info@ironbarkmetaldesign.com or fill in the Contact Us form as soon as possible.

Please note: Once your order has already been collected from the warehouse(s) and is on its way to you we cannot add any authority to leave instructions. So, it is especially important to let us know any instructions as soon as possible.

If you do require any additional delivery services, this will incur further charges. Please contact us at info@ironbarkmetaldesign.com or fill in the Contact Us form if you require a two-man lift, or freight moved to the rear of your property for a quote to suit your requirements. Details of your delivery will be emailed to you. If you are not at home at the time of delivery a card will be left advising you of the next steps for re-delivery, or the nearest collection point for you to collect your order. This will depend on how the courier service deals with these instances.

In the case of a re-delivery, there could be additional charges. Any item not collected from the collection point or if a re-delivery is not arranged within 7 days will be returned to our warehouse. Re-deliveries will incur further shipping fees.

COVID-19 DELIVERY MEASURES:

We are taking every precaution to reduce the spread of COVID-19 and our couriers are implementing strict hygiene measures to minimise contact. All couriers are defaulting the majority of deliveries as ‘Authority to Leave’ (ATL). They do not require a physical signature on delivery. If no one comes to the door and the driver considers it is safe to leave the goods, ATL will be followed, and no name needed.

ORDER CONFIRMATION:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (2-5 business days), we will process the charges and submit the order for shipment.

ORDER SHIPMENT:

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@ironbarkmetaldesign.com. If your item is pre-ordered or back ordered, we will contact you as soon as it is in stock and ready to be shipped.

DAMAGES:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) arrive damaged, please send photos to info@ironbarkmetaldesign.com and we will process an insurance claim on your behalf.

CANCELLATIONS & REFUNDS:

All orders may be cancelled up to 12 hours from purchase and may be subject to a $20 administration fee, regardless of whether your order has shipped. Please note we do not accept change of mind returns. Refunds for damaged goods will only be issued to the original credit card that you use when placing your order.

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