Shipping & Returns

Introduction

This article is divided into sections so it is easier to find your way around. Sections and their sub headings include:

• Shipping or Delivery
  • The delivery process
  • Our Carriers (Delivery Options)
  • Australia Post small Parcels ( less than 3 kg)
  • Australia Post Parcels & Express Post parcels with insurance
  • Various Couriers
  • Freight for large orders
  • Freight for Remote Areas
  • International Freight
  • Shipping Weight
  • Verification of Delivery
  • Delivery Area
  • Delivery Addresses
  • International Delivery Addresses
  • Insurance
  • Out of Stock Items
  • Pick Up
  • Office Address
• Refunds, Returns and Warranty

The Delivery Process

Receipt of Payment
Upon receipt of payment or verification of payment your goods will be shipped usually within 48 to 72 hrs. This is our order processing time or time to ship. It does not include shipping time - which is an estimate only. (For more details on payments and verification of payment see Payments & Conditions.)

Out of Stock
Sometimes we suddenly run out of stock and cannot ship within 72 hrs. We will advise you of this. (For more details on out of stock items see Out of Stock below.)

If we have run out of stock replenishment time for most items is two days and your item will be shipped within 24 hours of new stock arriving. If something falls outside this range we will let you know.

Shipping by carrier
We have a number of carriers, and we reserve the right to ship via any means we choose providing it at least meets the service requirements you have nominated. We have listed the carriers we usually use. Shipping time is only estimated.

Proof of Delivery
Proof of delivery depends on the means chosen for delivery. Within reason we can prove we sent the item you have purchased. For further information see Verification of Delivery below.

Our Carriers (Delivery Options)

We have a number of carriers or delivery options available:

• Australian Post Satchel 0.5 kg and 3 kg (Nominally No Insurance)
• Express Post Satchel 0.5 kg and 3 kg (Nominally No Insurance)
• Australian Parcel Post (with Insurance and for larger parcels - max 20 kg)
• Express Parcel Post (No Insurance quicker delivery for larger parcels - max 20 kg)
• Various Couriers via Road Express (Traceable with Tracking)
• Various Couriers Overnight Express (Traceable with Tracking.)
• Others not on web site

Australia Post small parcels (less than 3 kg)

Nominally our Australia Post Ordinary & Express Post parcels are not insured, however the following statement is found in the Australia Post Postal Charges hand book:

    Compensation up to $50 for loss or damage during carriage may be paid at discretion of Australia Post upon production of a receipt or other proof of lodgement.

Small Parcels up to 0.5 kg

For small parcels to be delivered Australia wide up to 500 grams (0.5 kg) without insurance:

• Australia Post: $7.10
• Express Post: $9.20

Small Parcels up to 3 kg

For small parcels to be delivered Australia wide up to 3000 grams (3 kg) without insurance:

• Australia Post: $11.00
• Express Post: $12.10

Australia Registered Post Parcels & Express Post parcels

The prices indicated for delivery in the shopping cart are estimated based on standard freight rates calculated automatically. Results provided are based on online information from Australia Post. To see these freight rates register on the web site and add items to the shopping cart, and then commence the checkout process. Items can be removed from your cart before completing the checkout process.

 While every effort has been made to ensure their accuracy there may be occasions when insufficient delivery (Packaging & Postage) has been estimated. All delivery charges will be checked on placement of your order and an invoice with all details emailed to you. In the unusual event that additional Packaging & Postage is required you will be informed by email and or telephone to make arrangements for payment.

If you are unsure please send an email before placing your order.

Various Couriers - Traceable, Trackable

Note: The automated system currently does not allow for overnight express which is also available.

Couriers are Traceable, Trackable.

The prices indicated for delivery in the shopping cart are estimated based on standard freight rates calculated automatically. Results provided are based on the latest information available from Couriers. To see these freight rates register on the web site and add items to the shopping cart, and then commence the checkout process. Items can be removed from your cart before completing the checkout process.

 While every effort has been made to ensure their accuracy there may be occasions when insufficient delivery (Packaging & Postage) has been estimated. All delivery charges will be checked on placement of your order and an invoice with all details emailed to you. In the unusual event that additional Packaging & Postage is required you will be informed by email and or telephone to make arrangements for payment.

If you are unsure please send an email before placing your order.

When in doubt, or if you have questions, please either phone or email InfoComm (see below).

Freight for large orders

Please register on the web site so we have your details, then please email for a quote.

Freight for Remote Areas

Some areas classed as remote regional areas by freight companies apply an extra charge for delivery to that area. A list of remote areas is not currently provided because even many areas most would think of as remote are actually not classed as remote areas by the freight companies. If this does apply to you, you will be informed.

International Freight

Please send an email for a quote. (see email address at the bottom of the page.)

Shipping Weight

Parcel delivery charges are based on dead weight or volumetric weight which ever is the greater. Actual physical weight may not be the same as the freight weight.

Verification of Delivery

We deem the following as verification of delivery:

• Australia Post satchels are all numbered and we have receipts to prove we have purchased those satchels. We keep a record of which satchel was used for your parcel.
• Express post satchels have Barcode labels so Australia Post can verify the product was delivered.
• Australia Post & Express Post with Insurance is registered and you will have to sign for delivery.
• Various Couriers generally provide images of signed delivery vouchers.

Delivery Area

We deliver Worldwide.
Delivery may be via a number of means including but not limited to:

• Australia Post,
• Express Courier International, and
• Other Courier.

Bulky items: Bulky items cannot be delivered by Australia Post. Australia Post have both weight and size limitations. Express Courier International also have weight and size limitations but these are not usually a problem.

Delivery Addresses

We do not deliver to PO Boxes unless special arrangements have been made. Generally delivery addresses must have someone present during normal business hours to sign for the package. All packages require a signature on delivery. If no one is available to sign the parcel will not be left and you will have to arrange to pick it up from a delivery depot. Please ensure you have provided a contact number so we can contact you during business hours if there is a problem.

International Delivery Addresses

We do not deliver Internationally to unconfirmed addresses or addresses where delivery can not be verified. In some cases this means that International Post cannot be used and a Courier is the only option. International delivery is only available after you have emailed InfoComm. International Payments are only accepted via PayPal.

Insurance

We advise all customers to select shipping which includes insurance, especially items shipped by Australia Post.

Australia Post satchels both Regular Post and Express Post do not come standard with insurance. If you require insurance please select one of the standard Australia Post or Express Post options.

Out of Stock Items

Goods not in-stock generally take 7-10 business days to restock but may be the same day. There are exceptions when a supplier will suddenly tell us they will not be able to supply until a specific date. We have no control over this, and we will advise any delay in delivery.

Most items we advertise have a stated restocking time of 5 business days or less. But you should note that suppliers are dependant on manufacturers and things sometimes go wrong. The 7-10 business days is in case something goes wrong. This covers most cases but there are exceptions even to this. The longest period we have ever had is 45 days, more usual is 15 business days. If you like statistics, 40% of items out of stock are available within 5 business days, 60% within 10 business days, 80% within 15 business days and the remainder within 45 days. These times are all plus delivery time to you.

Pick up

Goods can be collected from our offices, but only by arrangement.

Office Address

10 Irvine Cres
Frankston VIC 3199
Phone: (03)9789-3547
Fax : (03)9011-6180
Mob: 0412 727 224
Email: infocomm@coolice.com.au

Refunds, Returns and Warranty

All goods sold have a manufacturers warranty. If you wish to make a warranty claim, you must contact us prior to making the claim. For some items, you will have to make your claim direct to the manufacturer. For other items we will provide the warranty or submit the item to the manufacturer for you. In all instances you are responsible for freight to an from InfoComm Engineering. In no circumstances will a Warranty claim be processed without return of the original product.

Goods will not be returned until return freight is paid for.

If an item is returned and is found not to be faulty there will be a charge depending on the supplier which you will have to pay prior to return of the item.

We advise customers to choose carefully as we do not give refunds except under special circumstances. We do not give refunds because you have chosen the wrong product. We do not give refunds for things that are not specified and you did not ask. We do not give refunds because the product does not meet your specific needs. It is up to you to check and ask the right questions. We do give refunds when we cannot supply or we have supplied a product which is dead on arrival and cannot be replaced.