Our company operates from Monday to Friday and does not process or ship orders on holidays. For orders placed between Monday and Friday before 2.30pm AEST, we typically ship them on the same day. However, any orders placed after 3pm AEST will be shipped on the next business day. If you place an order over the weekend, it will be shipped on the following business day. Please note that certain items may be unexpectedly on back order, which may result in a slight delay in shipping. Once your order is dispatched from our warehouse, the shipping times begin.
Order Tracking
Once an order is placed, tracking numbers are promptly sent to the provided email address. In the rare event that you do not receive an email containing a tracking number, please reach out to us so that we can assist you in obtaining one.
Ordering Special Items
Additional pallets or cages may be necessary for the shipping of certain special items. For example, if you are ordering 2-meter long ducting or capping, extra cages may be required during delivery. A deposit of AUD$100 per cage is required when these cages are needed. In the event that any cages are missing, the customer will be responsible for a fee of AUD$100 per cage.
Faulty components and Shipping of goods
Once the shipment is handed over to the carrier, it legally becomes your property. In case of any damaged or missing items, it is important to report them to one of our customer representatives within 2 days from the delivery date. We regret to inform you that any claims of damage made after this period will not be addressed. Please note that Ductlab Australia cannot be held liable for any damage to the freight. As a consumer, it is your responsibility to thoroughly inspect all merchandise upon delivery and promptly file any necessary freight claims to obtain replacement equipment or compensation for repairs.
Global Orders/Containerized Orders
For international and container deliveries, there are certain factors to consider that may result in additional procedures, charges, and fees. These include handling requirements, export documentation, and delivery charges. Additionally, any applicable duties, taxes, or fees may also apply. If you require more information or clarification regarding these matters, please feel free to reach out to us. We are here to assist you.