Freight & Delivery Policy

Designer Pinboards Australia supplies products to customers throughout Australia, including trade customers, builders, architects, designers, contractors, businesses and other commercial customers.

Freight costs and delivery arrangements vary depending on the products ordered, order quantity, delivery location, site access requirements and the type of freight service required.

• Standard Freight: $35 + GST for eligible standard deliveries
• Stocked Items: Generally dispatched within 1–2 business days
• Made-to-Order Items: Generally 10–15 business days before dispatch

Standard Freight

A standard freight charge of $35 + GST applies to eligible standard deliveries within Australia.

Standard freight may not apply to:

• Large, bulky or oversized products.
• Furniture or palletised deliveries.
• High-volume or project orders.
• Regional or remote locations.
• Construction sites or locations with restricted access.
• Orders requiring tailgate, crane, forklift or specialised freight services.
• Staged, split or time-specific deliveries.

Where additional freight charges apply, Designer Pinboards Australia will advise the customer before processing any additional freight charge.

Project & Commercial Freight

Commercial, project, trade and high-volume orders may require freight to be quoted separately based on the size, weight, destination and delivery requirements of the order.

Project freight may include:

• Palletised freight.
• Oversized or specialised transport.
• Dedicated vehicle delivery.
• Staged or split deliveries.
• Booked delivery windows.
• Construction site delivery requirements.
• Tailgate, forklift or crane requirements.
• Additional handling or site access requirements.

Where freight is included in a quotation, the quoted freight is based on the delivery information available at the time of quotation. Additional charges may apply if delivery requirements, access conditions or the delivery location change after the quotation is accepted.

Remote & Regional Deliveries

Some regional and remote locations fall outside our standard freight service areas or may attract additional carrier charges.

If delivery is required to a regional or remote location, customers are encouraged to contact us before placing an order so we can:

• Confirm freight availability.
• Confirm whether additional freight charges apply.
• Provide a project or custom freight quote where required.

Email sales@designerpinboards.com.au

Large, Bulky & Palletised Orders

Large furniture, oversized products, long-length items and high-volume orders may require specialised or palletised freight and may not qualify for standard freight.

Where additional freight charges are required:

• We will advise the customer of the applicable freight cost.
• We may contact the customer after an online order has been placed to confirm delivery arrangements.
• No additional freight charge will be processed without notifying the customer first.

Construction Site & Commercial Deliveries

Customers arranging delivery to a construction site, commercial premises or other controlled-access location must ensure the site is suitable and ready to receive the goods.

Unless otherwise agreed in writing:

• Delivery is to an accessible ground-level unloading point.
• The customer is responsible for providing suitable vehicle access.
• The customer is responsible for providing a safe and suitable unloading area.
• The customer must provide appropriate labour, forklift, pallet jack, crane or other unloading equipment where required.
• Freight carriers are not required to move products through buildings, up stairs, into lifts or to individual rooms or installation locations.
• The customer is responsible for confirming any height, weight, vehicle, loading dock or access restrictions before delivery.

Additional charges may apply for:

• Waiting time.
• Failed delivery attempts.
• Redelivery.
• Restricted access.
• Site inductions.
• Booked delivery times.
• After-hours delivery.
• Specialised unloading requirements.

Staged & Split Deliveries

Project orders may be delivered in stages or split across multiple deliveries where agreed in advance.

Additional freight, handling or administration charges may apply to staged, split or partial deliveries.

Any requested delivery schedule should be confirmed with Designer Pinboards Australia before the order is placed or approved.

Delivery Timeframes

Stocked Items

• Handling and dispatch: Generally 1–2 business days.
• Transit time: Generally 1–2 business days after dispatch for metropolitan locations.
• Regional and remote locations may take longer.

Made-to-Order Items

• Manufacturing: Generally 10–15 business days before dispatch.
• Transit time: Generally 1–2 business days after dispatch for metropolitan locations.
• Regional and remote locations may take longer.

For custom, project or made-to-order products, lead times generally commence after:

• The order has been accepted.
• All required specifications have been confirmed.
• Colours, finishes, dimensions and quantities have been approved where applicable.
• Any required artwork, drawings or approvals have been received.
• Any required deposit, prepayment or other agreed payment has been received.

Manufacturing, dispatch and delivery timeframes are estimates only unless a specific delivery date has been expressly agreed in writing.

Delivery Conditions

• Delivery estimates are based on business days and exclude weekends and public holidays.
• Orders are dispatched from Sydney, New South Wales, unless otherwise advised.
• Delivery times may vary due to product availability, order size, production requirements, carrier schedules, weather, transport disruption or other circumstances outside our reasonable control.
• Customers must ensure delivery addresses, contact details and site access information are accurate when placing an order.
• Additional charges may apply where delivery cannot be completed because of incorrect delivery information, restricted access, unavailable site personnel or unsuitable unloading conditions.

Receiving Your Delivery

Customers should inspect deliveries as soon as reasonably possible after receipt.

For commercial and project deliveries, the person receiving the goods should, wherever reasonably possible, inspect the pallet, cartons and outer packaging for visible damage before signing the carrier’s proof of delivery.

If visible damage, missing products or another delivery issue is identified:

• Photograph the outer packaging before opening where possible.
• Photograph the affected product and any visible damage.
• Retain the product and packaging until the matter has been assessed.
• Where possible, note visible damage on the carrier’s proof of delivery.
• Contact Designer Pinboards Australia as soon as possible.

Returns, Cancellations & Claims Policy

Designer Pinboards Australia is committed to supplying quality products and assisting customers where an issue arises with an order.

Confirming Your Order

Before placing or approving an order, customers are responsible for confirming that the products selected are suitable for the intended application.

This includes checking, where applicable:

• Product codes.
• Dimensions.
• Quantities.
• Colours and finishes.
• Product specifications.
• Installation requirements.
• Site measurements.
• Substrate compatibility.
• Delivery and access requirements.

Where dimensions, quantities, drawings, specifications or other information are supplied by the customer, Designer Pinboards Australia will generally rely on that information when processing the order.

Unless Designer Pinboards Australia has expressly agreed in writing to provide measurement, estimating, design or specification services, the customer remains responsible for verifying the accuracy and suitability of information supplied for the order.

Order Changes & Cancellations

Please contact us as soon as possible if an order needs to be changed or cancelled.

• Changes may not be possible once production has commenced.
• Cancellations may not be possible once products have been manufactured, customised, packed or dispatched.
• Made-to-order, customised or specially manufactured products may incur costs where production has commenced.
• Any costs already reasonably incurred may be payable by the customer where permitted by law.

Made-to-Order & Custom Products

Made-to-order, customised and specially manufactured products are produced specifically to the confirmed order and are generally not eligible for change-of-mind returns.

This includes products manufactured or modified to:

• Custom dimensions.
• Selected colours or finishes.
• Project-specific specifications.
• Customer-supplied artwork or branding.
• Non-standard configurations.

Customers should carefully review all specifications before approving a custom or made-to-order product.

Change-of-Mind Returns

Change-of-mind returns may be accepted for eligible standard products at our discretion, provided approval is requested within 14 days of delivery.

To be eligible:

• The product must be unused.
• The product must not have been installed, assembled, altered or modified.
• The product must be undamaged and suitable for resale.
• Where reasonably possible, the product should be returned in its original packaging.
• The return must be approved by Designer Pinboards Australia before the product is sent back.

Where a change-of-mind return is approved:

• A 20% restocking fee applies.
• The customer is responsible for return freight.
• The customer is responsible for replacement freight where applicable.
• Original delivery charges are generally non-refundable.

Products Generally Not Eligible for Change-of-Mind Returns

• Made-to-order products.
• Customised or personalised products.
• Specially manufactured products.
• Project-specific products.
• Clearance or discontinued products.
• Products that have been used, installed, assembled, modified or damaged.

Return Authorisation

Products must not be returned without prior approval from Designer Pinboards Australia.

Where a return is approved, we may provide a return authorisation, return reference or instructions for returning the goods.

Unauthorised returns may be refused or returned to the sender at the customer’s cost.

Incorrect Products Ordered

Eligible standard products ordered incorrectly by the customer may be accepted for return with prior approval.

Where approved:

• A 20% restocking fee applies.
• The customer is responsible for return freight.
• The customer is responsible for replacement freight where applicable.

Made-to-order, customised and project-specific products are generally not returnable where they have been manufactured correctly in accordance with the customer’s confirmed order.

Incorrect Products Supplied

If Designer Pinboards Australia supplies a product that does not match the confirmed order, please contact us promptly.

Once the issue has been verified, we may arrange:

• Supply of the correct product.
• Collection of the incorrect product.
• A refund where appropriate.
• Another agreed resolution.

Products Damaged in Transit

If a product appears to have been damaged during transport, please notify us as soon as possible and, where possible, within 48 hours of delivery.

Please provide:

• Your order number.
• Photographs of the damaged product.
• Photographs of the outer and internal packaging.
• A photograph of the shipping label where available.
• Details of any damage noted on the carrier’s proof of delivery.

Please retain the product and packaging until advised otherwise.

Reporting transit damage within 48 hours assists us in raising the matter promptly with the freight carrier. This timeframe does not limit any rights available under the Australian Consumer Law.

Faulty or Defective Products

If you believe a product is faulty, defective, unsafe or does not meet an applicable consumer guarantee, please contact Designer Pinboards Australia with details of the issue.

Depending on the circumstances, we may:

• Request photographs, video or additional information.
• Inspect or assess the product.
• Arrange collection where appropriate.
• Repair or replace the product.
• Provide a refund where applicable.
• Provide another remedy required by law.

Reporting an Order Issue

To assist us in assessing an enquiry, please provide:

• Your order number or purchase order number.
• Your name and company name where applicable.
• Your contact details.
• A description of the issue.
• The product name or SKU where known.
• Photographs of the product and issue where relevant.
• Photographs of packaging where the issue relates to transit damage.

Return Freight

Change-of-Mind or Incorrectly Ordered Products

• The customer is responsible for return freight.
• The customer is responsible for replacement freight where applicable.

Faulty, Defective or Incorrectly Supplied Products

• Designer Pinboards Australia will arrange or reimburse reasonable return freight where required by law.
• Please contact us before returning large, bulky, palletised or difficult-to-transport products.
• We may arrange collection directly where appropriate.

Damage, Misuse & Installation

To the extent permitted by law, voluntary warranties or remedies may not apply where an issue results from:

• Accident, misuse, abuse or improper handling.
• Incorrect assembly or installation.
• Failure to follow supplied installation, care or maintenance instructions.
• Unauthorised modifications.
• Unsuitable fixings, adhesives or installation methods.
• Unsuitable walls, substrates or installation conditions outside our responsibility.
• Incorrect measurements or specifications supplied by the customer.
• Normal wear and tear.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies.

Your rights under the Australian Consumer Law are separate from, and may be in addition to, the rights provided under this policy.