DELIVERY & RETURNS DETAILS

DELIVERY / SHIPPING INFORMATION

Flat rate shipping of $20 +GST ($22 incl. GST) is available on most purchases to most destinations in Australia.  

Combined Orders over $136.36 +GST ($150 incl. GST) automatically qualify for FREE SHIPPING anywhere in Australia (note: some heavy or bulky items may still attract a surcharge – see information below). Please ensure that multiple items are purchased in the same transaction (i.e., the same order) to qualify for combined shipping.

Order Processing

We aim is to process & despatch (where the full order is in-stock) most orders received during business hours on the day of receipt. Orders received after 1400 hrs local time will usually be despatched the following business day.  Orders placed online over the weekend will be dispatched on Mondays (stock dependant) where the Monday is not a public holiday.

Where orders contain items, which need to be ordered in from suppliers we reserve the right to hold the order until all items are in stock and can be dispatched together. We reserve the right to provide the same item from a different manufacturer.  If you have a particular time critical order, we recommend you contact us prior to placing your order to discuss this with us. 

Upon dispatch of your item, you will normally receive an email to the email address on your account which will give details of the shipping company and consignment number so that you can track your parcel.

Delivery Times

Small Orders (under 3kg combined weight and of small dimensions)

Where possible we send out all small orders using Toll Priority in an airbag.  This is usually when the orders and small in dimensions and weight less than 3kg.  We cannot guarantee sending with Toll Priority and this service provides no guarantee of a next day delivery, however next day delivery is common when using this service to destinations in the metropolitan areas of Perth, Sydney, Melbourne, Adelaide, and Brisbane.

All Other Orders

We have a range of shipping carriers which we utilise to distribute larger/heavier orders.  For deliveries in the Sydney metropolitan area, we will often use Fastway Couriers, in Perth we use Foxline and for all other areas of Australia we will send orders with Direct Freight or Australia Post.  The following delivery times are a rough guide to how many days after dispatching your order will arrive.

• Perth Metropolitan Area – 4 to 7 business days
• Rest of WA – 7-10 business days
• Sydney Metropolitan Area – 4 to 7 business days
• Rest of NSW – 4 to 7 business days
• Melbourne, Adelaide – 4 to 7 business days
• Brisbane – 2 to 5 business days
• Darwin & Hobart – 4 to 7 business days
• Remote / Country – 5 to TBC days

NOTE: The above times are estimates only and may depend on the location of the stock required to fulfill your order.  We reserve the right to ship from either of our warehouses (or a supplier’s warehouse direct), so please check with us before ordering if you have a time sensitive order.  The stock levels contained in our warehouses are clearly displayed on our website.

International Shipments

Whilst international customers cannot order online, in special circumstances we are prepared to ship to New Zealand & offshore Australian destinations such as Norfolk Islands etc, however for any other destinations, please contact us prior to ordering to establish whether we can ship to your country and what the additional shipping costs will be. Note: If we ship internationally, our price excludes any import taxes and duty in your local country. You should find out what these additional costs are before making a purchase.

Tax Invoices & Declared Values

All our shipments include a tax invoice. We represent all our products as merchandise and the declared value for each item will be the exact price that you paid for it. For international shipments we cannot lower the declared value or mark the package as anything but merchandise (this means NO gifts!!). We also note shipping charges on the tax invoice as required by the carrier.

Tracking Your Package

You will receive a shipment confirmation e-mail the day that your order leaves our warehouse. This email will contain your tracking number (if available) along with a link to the tracking website for your package.

Customer Collections

Authority To Leave

By default, most deliveries will require a signature when they are delivered.  We may at our discretion include an authority to leave for smaller value orders.  If you are not going to be at your delivery address between business and collecting the item from the shipping company’s nearest warehouse will cause you significant inconvenience, you can request that include an “Authority to Leave” on the consignment.  If you want us to do this, you should include this information in the comments section in the Checkout process.  When an Authority to Leave is requested, the customer assumes all responsibility for any lost / stolen orders which the shipping company is reporting as successfully delivered with an Authority to Leave.

Delivery Surcharges

Due to the heavy or bulky nature of some of our products we have no choice but to implement surcharges over and above our normal flat rate delivery fees.

We have implemented these changes to ensure that we can keep the prices of our items as low as possible.  Unfortunately, due to the geography of Australia, delivery costs can vary greatly.  Items are sent out and whilst we want to maintain the simplicity of having a flat rate delivery charge with free shipping over $150, we have found that heavy and bulky items to rural areas have become infeasible within this model.

Rather than penalise all Queensland floor Heating customers by increasing our prices to cover these shipping costs, we have decided to apply shipping charges on heavy/bulky items to postcodes where the shipping costs are high.

We hope that all Queensland floor heating customers can see that this is the only sensible option in dealing with these few heavy/bulky products and ensures we are able to keep our products at our usual low prices.

Our surcharges as based exactly on what we are charged from our carriers AirRoad and TNT.  We do not inflate these charges at all.  What you pay, is what we pay.

To get an accurate quotation on your surcharges you will incur on your order Phone in to find out on 0409 661 756.

If you are ordering a significant amount of the above items, please call us on 0409 661 756 to discuss delivery options because we may be able to palletise your order and send it with a bulk carrier with whom we have better rates.

Delivery Surcharges – REMOTE AREAS

In addition to the delivery surcharges above, our carriers can impose an additional surcharge for remote areas.  This remote surcharge is $60 +GST.  We pass on the surcharge exactly as we are charged by the carrier.

RETURNS POLICY

All products sold by Queensland floor heating are brand new. We do not sell ANY second-hand goods.

Queensland floor heating are committed to selling high quality products & to complete customer satisfaction. If you are unhappy with any item you receive, please contact us immediately to resolve the matter.

We offer a standard 12-month warranty on all products, unless otherwise specified within the listing. Some floor heating carries a much longer manufacturer’s warranty (up to 20 years)

THIS WARRANTY DOES NOT COVER INCIDENTAL OR CONSEQUENTIAL DAMAGES SUCH AS PHYSICAL INJURIES OR PROPERTY DAMAGE, LOSS OF TIME OR INCONVENIENCE RESULTING FROM THE FAILURE OF ANY ITEMS.

• We will issue an exchange if your item is received defective or the incorrect item was shipped.
• If we do not have the item in stock, we will credit you back the amount of the item.
• You must notify us of any returns within 7 days of receipt of the item.
• We may at our discretion accept returns where the product is no longer required, however the outbound/return shipping costs on ‘change of mind’ returns is the responsibility of the customer.

How Returns / Exchanges Work:

• Return/Exchange items MUST be in the same condition as they were received and in the original packaging
• It is the responsibility of the purchaser to pay for shipping costs to return the item(s)
• If an item was sent incorrectly, or was faulty, we will send a replacement immediately at our cost & also refund the cost of returning the original item
• The actual cost incurred by Queensland floor heating for the original shipping out to the purchaser will be deducted from any refund
• Items must be returned to the original dispatch address
• We highly recommend that you use recorded delivery when returning items

Return Procedure:

To return items please:

• e-mail us at info@qldfloorheating.com.au with your order number, along with a detailed explanation of why you need to return or exchange it
• If you do not have your order number, please indicate the date your order was placed, your full name & e-mail address
• We will endeavour to respond to you within 2 working days
• All returns must be postage paid
• All returns must be packaged properly