Shipping policy

 

SHIPPING POLICY

1. Overview

1.1 Installed Today aims to deliver orders as quickly and efficiently as possible within our approved service areas.

1.2 This Shipping Policy outlines our delivery timeframes, service areas, shipping conditions, failed delivery rules, and related information.

1.3 All delivery timeframes are estimates only unless expressly stated otherwise in writing.

2. Delivery Timeframes

2.1 Our standard estimated delivery timeframes are:

  • Standard Delivery: 2 to 8 business days

  • Express Delivery: 1 to 4 business days

  • Same Day Delivery (Brisbane only): available for eligible orders placed before 7:00am, subject to availability

2.2 While delivery times vary by product, stock location, destination and freight conditions, approximately 90% of hot water orders in metro areas are delivered within 1 business day.

2.3 Delivery estimates apply from the time the order is processed and approved, not necessarily from the exact time of checkout.

2.4 Business days means Monday to Friday, excluding public holidays.

3. Same Day Delivery

3.1 Same Day Delivery is available in selected Brisbane metro areas only.

3.2 To qualify for Same Day Delivery:

  • the order must be placed before 7:00am on a business day;

  • the product must be in stock and eligible for same day dispatch;

  • the delivery address must fall within an approved same day area; and

  • the correct delivery option must be selected at checkout where applicable.

3.3 Orders placed after 7:00am may be delivered on the next business day or the next available delivery day.

3.4 Same Day Delivery remains subject to stock availability, vehicle capacity, weather, traffic, operational constraints and safe delivery conditions.

4. Weather Delays and Safe Delivery Conditions

4.1 Some products, including hot water systems, may require manual unloading or handling.

4.2 For safety and handling reasons, deliveries may be delayed in wet weather or other unsafe conditions, including where rain, flooding, storms or similar conditions prevent safe unloading or transport.

4.3 Delivery delays caused by unsafe weather conditions do not constitute a breach of contract and do not entitle the customer to compensation.

4.4 Installed Today will use reasonable efforts to keep customers informed where weather materially affects delivery timing.

5. Express Delivery

5.1 Express Delivery is an upgraded freight option with an estimated delivery timeframe of 1 to 4 business days.

5.2 If an express order exceeds the stated express delivery estimate, Installed Today may reclassify the order to standard delivery and refund the express freight surcharge only.

5.3 No other compensation, refund or claim arises from an express shipment arriving outside the estimate.

6. Tracking and Delivery Updates

6.1 Once your order is dispatched, Installed Today or the relevant carrier may send tracking details, dispatch confirmation or delivery updates by email, SMS or other electronic communication.

6.2 Tracking information may take up to 48 hours to update after dispatch.

6.3 Delivery day ETA notifications are estimates only and may change due to route conditions, traffic, customer delays, weather or operational issues.

7. Delivery Areas

7.1 Installed Today delivers directly to selected metro and approved service areas only.

7.2 Our direct delivery areas include:

Queensland: Brisbane (excluding all Bay Islands), Gold Coast, Sunshine Coast, Toowoomba, Mackay, Rockhampton, Townsville, Cairns
New South Wales: Sydney, Newcastle, Coffs Harbour, Wollongong, Albury
Victoria: Melbourne, Geelong
South Australia: Adelaide
Western Australia: Perth
Australian Capital Territory: Canberra
Northern Territory: Darwin
Tasmania: Hobart

7.3 Delivery areas may be changed, restricted or expanded at any time without notice.

7.4 For Bay Island deliveries, including but not limited to Stradbroke, Russell, Macleay, Moreton and Coochiemudlo, the customer must provide a mainland delivery address unless otherwise agreed in writing.

7.5 If the customer is outside our direct delivery area, the customer may arrange their own freight or transport provider. Where agreed, Installed Today may deliver to a Brisbane-based transport company nominated by the customer for onward collection or freight.

8. Shipping Costs

8.1 Shipping costs, if any, are displayed at checkout or otherwise advised before payment.

8.2 Free delivery may be offered within selected supply areas, for selected products, promotions or order types only.

8.3 Installed Today reserves the right to vary delivery charges, surcharge locations, or withdraw promotional freight offers at any time before order acceptance.

8.4 Additional freight charges may apply where:

  • the delivery address is outside our normal service area;

  • the address is remote or difficult to access;

  • special handling or delivery equipment is required;

  • the original shipping information supplied by the customer was incomplete or incorrect; or

  • redelivery is required.

9. Delivery Conditions

9.1 Deliveries generally occur Monday to Friday between 6:00am and 4:00pm, unless otherwise advised.

9.2 The customer must ensure that:

  • the delivery address is accurate and complete;

  • there is safe and reasonable access for delivery;

  • someone is available to receive the goods where required; and

  • any site-specific delivery instructions are clearly provided before dispatch.

9.3 Installed Today is not responsible for delays, failed deliveries, loss or extra costs arising from incorrect, incomplete or misleading address information supplied by the customer.

9.4 Where delivery access is unsafe, inaccessible or otherwise unsuitable, delivery may be postponed, refused or rebooked, and additional fees may apply.

10. Incorrect Addresses and Failed Delivery

10.1 The customer is responsible for ensuring all shipping details entered at checkout are correct.

10.2 If an incorrect or incomplete address is supplied, Installed Today is not liable for any resulting delay, redirection cost, redelivery cost, storage charge, return freight cost or other loss.

10.3 If delivery cannot be completed due to customer unavailability, site inaccessibility, refusal to accept delivery, or failure to provide correct details, the goods may be:

  • returned to depot;

  • returned to Installed Today;

  • held for collection; or

  • rebooked for delivery.

10.4 Any additional freight, storage, handling or redelivery charges arising from failed delivery will be payable by the customer.

11. In-Store Pickup / Collection

11.1 In-store or warehouse pickup may be available by appointment only.

11.2 Pickup is not guaranteed unless confirmed by Installed Today in writing.

11.3 Customers collecting goods must provide sufficient notice and comply with any collection instructions issued by Installed Today.

11.4 Risk in goods collected by the customer or their carrier passes on collection, to the extent permitted by law.

12. Inspection on Delivery

12.1 The customer must inspect goods immediately upon delivery or collection.

12.2 If goods appear damaged, incomplete or incorrect, the customer must notify Installed Today as soon as possible and provide photographs or other evidence reasonably requested.

12.3 Where visible freight damage exists at the time of delivery, the customer should notify the driver or courier immediately while they are still onsite where reasonably possible.

12.4 Failure to inspect and promptly report visible issues may prejudice a freight or transit claim, particularly where the damage was apparent on delivery.

12.5 Nothing in this clause limits any rights the customer may have under Australian Consumer Law.

13. Returns, Refunds and Exchanges

13.1 Shipping-related returns, refunds and exchanges are subject to our full Returns, Refunds, Credits and Installation Cancellations Policy.

13.2 Installed Today does not offer refunds for change of mind purchases unless approved at our discretion.

13.3 Any approved return must comply with our return conditions, including condition, packaging, timeframe and applicable deductions.

13.4 If goods arrive damaged or incorrect, the customer should contact help@installedtoday.com.au as soon as possible with supporting photos and order details.

14. Delays Outside Our Control

14.1 Installed Today is not liable for delivery delays caused by events outside our reasonable control, including:

  • extreme weather;

  • road closures;

  • freight network disruptions;

  • supply shortages;

  • courier or depot delays;

  • strikes or labour shortages;

  • public holidays;

  • natural disasters;

  • safety restrictions; or

  • other operational disruptions.

14.2 In such cases, delivery dates may be extended by a reasonable period.

15. Policy Updates

15.1 Installed Today may update this Shipping Policy from time to time.

15.2 The most current version published on our website applies.

16. Contact

16.1 If you need assistance with delivery, shipping, freight options or order tracking, please contact:

Installed Today
Email: help@installedtoday.com.au