Shipping policy

Shipping Policy

At JAX Metalworks, all in-stock products are stored and dispatched from our warehouse in Dandenong South, Victoria. We currently deliver within Australia only.

Order Processing and Dispatch

In-stock orders are generally processed and dispatched within 1–3 business days after payment has been received.

Orders are not dispatched on weekends or Victorian public holidays. Dispatch may take slightly longer during public holidays, major promotional periods or other unusually busy periods.

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.

If an item is on pre-order, backorder or has a longer lead time, the estimated dispatch timeframe will be shown on the relevant product page or communicated to you separately.

Shipping Costs

Shipping costs are calculated at checkout based on:

The products and quantities ordered;
The size and weight of the shipment; and
The delivery address and postcode.

Some large, heavy or oversized products may require a customised freight quotation.

In limited circumstances, including remote locations, restricted-access addresses or where the carrier applies an unexpected surcharge, the freight amount calculated at checkout may require adjustment. If this occurs, we will contact you before dispatch. You may choose to pay the additional freight charge or cancel the affected order for a full refund.

Delivery Areas

We deliver to most residential and commercial addresses within Australia.

Delivery to some regional, remote or restricted-access locations may take longer or attract additional freight charges.

Our carriers may not be able to deliver large or heavy products to PO Boxes, Parcel Lockers or certain offshore locations. A valid street address may be required.

If delivery is unavailable to your address, we will contact you to discuss available options. If no suitable delivery option is available, the order will be cancelled and refunded.

Estimated Delivery Timeframes

Delivery timeframes vary depending on the destination, product size and carrier.

Most orders are expected to arrive within approximately 2–10 business days after dispatch. Deliveries to Western Australia, Tasmania, the Northern Territory and regional or remote areas may take longer.

All delivery timeframes are estimates only and begin from the date of dispatch, not the date the order is placed.

Although we aim to dispatch orders promptly, delivery may be affected by carrier delays, severe weather, public holidays, peak periods or other circumstances outside our reasonable control.

Please contact us if your order has not arrived within a reasonable period after the estimated delivery date so that we can investigate with the carrier.

Carriers

We use a range of Australian courier and freight companies. The carrier is selected according to the size, weight, destination and handling requirements of the order.

Customers cannot always select a particular carrier. However, you are welcome to contact us before ordering if your address has specific delivery requirements.

Multi-Package Deliveries

Some products and larger orders may be packed in multiple boxes.

Although all packages may leave our warehouse together, carriers may scan, separate and deliver them at different times. Receiving only part of a multi-package order does not necessarily mean that items are missing.

Please check all tracking numbers and allow a reasonable period for the remaining packages to arrive before reporting missing items.

Delivery Access and Unloading

Customers must provide a safe, accessible and accurate delivery location.

Large or heavy orders may be delivered to the nearest safe ground-level location accessible to the carrier. Standard delivery does not include:

Carrying products inside a building;
Delivery upstairs;
Assembly or installation;
Removal of packaging; or
Special lifting or handling equipment unless agreed in advance.

Please contact us before ordering if your delivery location has limited vehicle access, stairs, security gates, loading restrictions or other special requirements.

Any additional charges caused by undisclosed access restrictions may be passed on to the customer where permitted by law.

Authority to Leave and Signature

Depending on the carrier, delivery may require a signature.

If you provide authority to leave the order without a signature, the carrier may leave it in a reasonably safe place at the delivery address.

Please choose an appropriate delivery address where someone can receive the order. If delivery cannot be completed, the carrier may arrange redelivery, collection from a depot or return the shipment to us.

Additional redelivery, storage or return-to-sender charges caused by an unsuccessful delivery may be payable by the customer where permitted by law.

Incorrect or Incomplete Addresses

Please check your delivery information carefully before submitting your order.

Contact us as soon as possible if you need to change the delivery address. We will try to assist, but an address cannot always be changed after an order has been processed or dispatched.

JAX Metalworks is not responsible for delays caused by an incorrect or incomplete address supplied by the customer.

Additional carrier charges for address corrections, redirection, redelivery or return-to-sender may be payable by the customer where permitted by law.

Tracking and Delivery Confirmation

Tracking information will be provided after dispatch where supported by the carrier.

Tracking updates are supplied by the carrier and may not appear immediately. For multi-package orders, more than one tracking number may be provided.

If tracking shows that an order has been delivered but you cannot locate it, please:

Check around the delivery location and any safe places;
Ask other household members, employees or neighbours who may have accepted it;
Check for a calling card, email or SMS from the carrier; and
Contact us promptly if the order still cannot be located.

We will assist with a carrier investigation where appropriate.

Damaged Deliveries

Please inspect the packaging and products as soon as possible after delivery.

If an item appears to have been damaged during transport, please contact us as soon as possible, preferably within 2 business days of delivery, and provide:

Your order number;
Photos of the external packaging;
Photos of the shipping label;
Photos clearly showing the damage; and
Details of any missing packages, parts or accessories.

Please keep the product and all original packaging until we have completed our assessment or provided further instructions. The carrier may require the packaging for inspection.

Reporting damage promptly helps us lodge a claim with the carrier. This requested reporting timeframe does not limit any rights you may have under the Australian Consumer Law.

Missing Items or Packages

If your order arrives with missing parts or packages, first check whether the order was sent in multiple boxes and review all tracking numbers.

If all packages have been delivered and something is still missing, contact us promptly with your order number, photos of the packages received and details of the missing items.

Warehouse Pickup

Warehouse pickup may be available from our Dandenong South, Victoria location for eligible orders.

Please wait until you receive confirmation that your order is ready before attending the warehouse. Orders cannot be collected before a pickup confirmation has been issued.

Pickup is available during our nominated collection hours. Please bring your order confirmation and suitable identification.

For large or heavy products, customers are responsible for bringing a suitable vehicle and securing the goods safely for transport.

Delays and Events Outside Our Control

JAX Metalworks will make reasonable efforts to dispatch and deliver orders within the estimated timeframes.

We are not responsible for delays caused by events outside our reasonable control, including carrier disruptions, industrial action, severe weather, road closures, natural disasters or incorrect delivery information.

However, we will provide reasonable assistance in investigating delayed or missing shipments.

Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.