Shipping & Delivery Policy

1.1 Dispatch Times

We process and dispatch orders according to the following schedule:

• In stock items: Dispatched within 24 hours of order confirmation on business days.
• Sourced items: Dispatched in 1–3 business days once the item arrives from our supplier network.
• Made-to-order items: Dispatch time varies by product. Check the product page for specific lead times.
• Backorder items: We'll email you with an estimated dispatch date before processing your payment.

Orders placed on weekends or public holidays are processed on the next business day.

1.2 Stock Availability Indicators

Each product page displays its current stock status:

• "In stock — dispatches in 24h": Held in our Darra warehouse and ready to ship.
• "Available — dispatches 1–3 days": Sourced through our supplier network and dispatched within 1–3 business days.
• "Backorder": Currently out of stock — email sales@sweeperparts.au for an estimated lead time.

2.1 Standard Shipping

Our standard shipping service provides reliable delivery at competitive rates:

• Metro Areas (Sydney, Melbourne, Brisbane, Perth, Adelaide): 2–4 business days
• Regional Areas: 4–7 business days
• Remote Locations: 7–10 business days

Business days exclude weekends and public holidays. Delivery times are estimates and may vary during peak periods or due to unforeseen circumstances.

2.2 Express Shipping

Need your parts urgently? We offer express shipping options:

• Metro Express: 1–2 business days to major cities
• Regional Express: 2–4 business days to regional centres

Express shipping is available at checkout and incurs additional charges. For same-day dispatch on express orders, place your order before 12:00 PM AEST on business days.

2.3 Urgent Breakdown Orders

We understand that sweeper downtime impacts operations and revenue. For urgent breakdown orders:

• Email support@sweeperparts.au with "URGENT — breakdown" in the subject line and your order number.
• We'll prioritise picking, packing, and dispatch of your order.
• Same-day courier or overnight express options may be available at additional cost.
• Trade account holders receive priority handling on urgent orders.

3.1 Live Freight Quoting at Checkout

Freight is quoted live at checkout from your cart contents and delivery postcode. The system selects the cheapest fit across our carrier network for the format your order needs:

• Satchel for small parts (filters, brushes, fittings).
• Carton for medium items and multi-part orders.
• Pallet for bulky or heavy assemblies (large brushes, hydraulics, complete kits).

You see the quoted price before you pay — no post-order freight surprises.

3.2 Free Freight to Greater Brisbane

Orders over $500 qualify for free standard freight within Greater Brisbane — Brisbane, Ipswich, Gold Coast and Logan postcodes.

Everywhere else in Australia is quoted live at checkout regardless of order value.

3.3 Bulky or Heavy Items

Bulky items (large brushes, complete assemblies, multi-pallet orders) ship via pallet freight. The freight quote at checkout already accounts for size, weight and destination — no separate quoting step.

5.1 Tracking Updates

Tracking information is typically updated within 24 hours of dispatch. If tracking hasn't updated after 24 hours, or if you have concerns about your delivery, contact us at support@sweeperparts.au.

6.1 Delivery Address

Please ensure your delivery address is accurate and complete at checkout. We ship to:

• Residential addresses
• Business addresses
• PO Boxes (for eligible items via Australia Post)
• Parcel lockers (for eligible items)

Address changes after dispatch may not be possible and may incur redirection fees from the carrier.

6.2 Signature on Delivery

Some items require signature on delivery for security and insurance purposes. High-value orders (over $1,000) automatically require signature. Authority to leave can be arranged in your delivery instructions at checkout.

6.3 Failed Deliveries

If delivery is unsuccessful:

• The carrier will leave a card with collection or redelivery instructions
• You'll receive an email notification with next steps
• Items not collected within the carrier's holding period may be returned to us (return freight charges may apply)

7.1 Damaged in Transit

If your order arrives damaged:

1. Do not discard the packaging
2. Take photos of the damage (both packaging and product)
3. Contact us within 48 hours at support@sweeperparts.au
4. We'll arrange a replacement or refund, and handle the carrier claim

All shipments are insured. You won't be out of pocket for carrier damage.

7.2 Lost in Transit

If tracking shows your order as delivered but you haven't received it:

• Check with neighbours or building management
• Verify the delivery address in your order confirmation
• Contact us within 7 days - we'll investigate with the carrier
• If the carrier confirms loss, we'll send a replacement or issue a refund