Shipping & Delivery Policy

1.1 Dispatch Times

We process and dispatch orders according to the following schedule:

• In Stock Items: Orders placed before 2:00 PM AEST on business days are typically dispatched same day.
• Low Stock Items: Dispatched within 1-2 business days of order confirmation.
• Made-to-Order Items: Dispatch time varies by product. Check the product page for specific lead times (e.g., "Dispatch in 7 days").
• Backorder Items: We'll contact you with an estimated dispatch date before processing your payment.

Note: Orders placed after 2:00 PM AEST or on weekends/public holidays will be processed on the next business day.

1.2 Stock Availability Indicators

Each product page displays real-time stock status:

• "In Stock": Item is available in our warehouse and ready for immediate dispatch.
• "Low Stock": Limited quantities available. Order soon to avoid delays.
• "Dispatch in X days": Item is made-to-order or sourced from our supplier. Will dispatch within the specified timeframe.
• "Backorder": Currently out of stock. Contact us for estimated availability.

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:

• Contact us directly at urgent@sweeperparts.au or call during business hours.
• 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 Standard Shipping Rates

Shipping costs are calculated at checkout based on:

• Order weight and dimensions
• Delivery destination (metro/regional/remote)
• Selected shipping speed (standard/express)

Typical standard shipping costs range from $10–$50 depending on order size and location.

3.2 Free Shipping Threshold

Orders over $500 qualify for free standard shipping to metro areas in NSW, VIC, QLD, SA, and WA.

Free shipping applies to standard delivery only. Express shipping, regional, and remote locations may incur additional charges even on orders over $500.

3.3 Trade Account Shipping

Trade account holders receive preferential freight rates and may qualify for:

• Reduced shipping costs on all orders
• Lower free-shipping thresholds
• Consolidated monthly freight billing
• Priority dispatch on urgent orders

Apply for a Trade Account to access these benefits.

3.4 Bulky or Heavy Items

Some items (e.g., large brushes, complete assemblies, bulk orders) require freight shipping due to size or weight. Freight costs are calculated individually and displayed at checkout. For large or custom orders, we'll provide a freight quote before finalising your order.

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)

8.1 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.

8.2 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