Delivery and Shipping

When you order items online you are confirming you agree to our Delivery and Shipping Policy.

Shipping Policy

Factory Direct Oz shall determine the manner of shipping our items to you. Where possible, we ship items with our couriers and give our couriers full permission to leave all parcels at residential addresses in preference to this parcel returning to the courier’s depot. The parcel will only be given permission to be left at a safe place at a residence and will not be left in any place that the courier deems unsafe to theft. If a customer does not prefer to have an authority to leave, the customer must advise Factory Direct Oz before ordering and may incur a re-delivery fee.

 

SHIPPING GUIDE

HOW LONG DOES IT TAKE?

The estimated delivery time frames are:

For customers in VIC, approximately 3 - 5 working days;

For customers in NSW, SA, ACT, approximately 4 - 8 working days;

For customers in QLD, NT, WA and TAS, approximately 7 - 10 working days.

NOTE:

Delivery time only starts after buyers’ payments have been cleared and the item has been dispatched from our warehouse (usually 1 -2 working day after receipt of cleared payment).

We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee neither.

Due to ongoing COVID restrictions being placed in different states and natural disasters from time to time, delivery time frames can be affected and your patience in these cases is appreciated.

Orders are generally shipped from our distribution centre, which is located in Melbourne, the next working day after full payment is received.

Factory Direct Oz is working with three couriers to provide the most efficient delivery service at the most reasonable price.

 

AUSTRALIA POST

Items that weigh 22 kg or less will be dispatched with eParcel that is Australia Post’s Internet enabled freight system.

Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Australia Post’s online tracking tool.

When your order is dispatched, you will be given a consignment number.
You can use the number to track your order at the Australia Post’s website.

The below table is for your reference to Australia Post’s expected delivery time.

Sending parcels within the same state
Service Posted for delivery Delivery by (business day after posting)
Regular parcel Within metropolitan areas of capital cities,
or within the same city or town or environs
3-4 days
  Between a metropolitan area of a capital city and
country locations
3-4 days
  Between country locations 4-5 days
Sending parcels to other states
Service Posted for delivery Delivery by (business day after posting)
Regular parcel Between Melbourne / Sydney;
Melbourne / Canberra;
Melbourne / Adelaide
3-5 days
(between metropolitan areas)
  Melbourne / Brisbane;
Melbourne / Tasmania;
4-8 days
(between metropolitan areas)
  To other interstate locations Please ask at your local

Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.

 

ARAMEX  

For items that weigh below 22kg with a lower cost than eParcel, the item will be dispatched with Aramex. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Aramex provides a reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door.

Parcels dispatched with Aramex are collected from our premises on a daily basis. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Aramex’s website.

A non- PO Box address is required for Aramex’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.

To track the item that is dispatched width Aramex, please visit http://www.aramex.com.au and use the given tracking number.

 

ALLIED EXPRESS  

Parcel that weighs over 22 kg will be dispatched with Allied Express. Allied Express is the biggest and independently owned courier company in Australia with offices in all major mainland capitals.

Each parcel will carry a barcoded address label and you will be able to track your items through the Allied Express website. Allied Express will contact you prior to delivery via SMS or phone number.

Allied Express requires a consignment note and the postcode of the destination to track the item at http://alliedexpress.com.au/ or call 131373 for more queries.

 

 

TOLL  

Parcel with weigh less than 30kg can be dispatched with Toll. Toll is a major integrated logistics provider with an Asia Pacific focus. They provide safe, secure transport services.

Each parcel will carry a barcoded address label and you will be able to track you items through the Toll website.

A non- PO Box address is required for Toll’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.

If the delivery is missed, you should receive a card with instructions on how to find your parcel. You can visit Toll website to arrange a re-delivery.

With the tracking number, you can track the parcel anytime at https://www.tollgroup.com/tools/mytoll

 

HUNTER COURIERS 

Parcel with weigh over 22kg may be dispatched with Hunter Express. Each parcel will carry a barcoded address label and you will be able to track you items through the Hunter Express website. A non- PO Box address is required for Hunter Express’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team. If the delivery is missed, the item will be return to the depot. Our customer service team will inform you of the re-delivery if they get the notification from Hunter Express. With the tracking number, you can

track the parcel anytime at https://www.hunterexpress.com.au/home

 

Un-deliverable Packages

In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.

Inaccurate address

If there are any address discrepancies with your order the product is returned to us, a customer care team member will be in touch. A re-delivery cost will occur for any products that are returned to us.

Unsuccessful Delivery Attempt

If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mailbox for you to pick up your parcel in your local Post Office. If your item is delivered by Aramex or Allied Express, the arrangement will be made in advance to ensure your item arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.

Rejected by Receiver

If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if the parcel has to be resent.

The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various
reasons. If you do not receive your item within 10 business days, please contact our customer service team.

Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.

UNDELIVERABLE POSTCODES

We try our best to deliver the items Australia wide, however, there are still a few postcodes that are undeliverable for some. Those orders with no shipment service will be cancelled and refunded automatically with email notification. 

 

Warranty

Warranty

Some items come with a 12 month warranty which you may seek a refund or replacement for the item. Extended warranties for your peace of mind may also be available for some items. Please refer to the item listing for warranty period.

Australian Consumer Law

Please note that this Warranty Policy does not impact your rights under the Australian Consumer Law and Regulations. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and item support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.

Timeframes

To lodge a claim under these warranty conditions you must contact us within 10 working days from receipt of the item. We reserve the right to refuse any claims under this warranty after this period.

 

Factory Direct Oz treats all warranty claims seriously and thoroughly investigates each instance. Please allow up to 10 business days for warranty claims to be investigated and resolved.

Lodging a Warranty Request

When logging a warranty claim, please let us know the following information:

  • your Name and Email Address;
  • a brief description of the issue;
  • order number, the item name and serial number, if applicable;
  • date of purchase; and
  • for items that faulty or damaged, photo and or video footage detailing the problem.

Your request needs to be sent to info@factorydirectoz.com.au.

 

Please be aware that we receive a high amount of correspondence from Facebook and email that have different names to the order, such as maiden names and Facebook profiles.

 

Proof of purchase can be provided by order confirmation receipt, order number or similar.

Faulty and Damaged Items

Where an item has been delivered either faulty or damaged, for a warranty claim to be opened the customer must provide.

  • your Name and Email Address;
  • a brief description of the issue;
  • order number, the item name and serial number, if applicable;
  • date of purchase; and
  • for items that faulty or damaged, photo and or video footage detailing the problem.

Your request needs to be sent to info@factorydirectoz.com.au.

Exclusions

This warranty is not available for:

  • change of mind or incorrect order by you;
  • damage due to misuse by you or the user;
  • any accessories or bonus gifts, including (but limited to) batteries, carry bags, etc;
  • cosmetic damage, to boxes, packaging or exterior surfaces (including during transit);
  • damage caused by use with another item;
  • damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause;
  • damage caused by operating an item outside any guidelines published for use;
  • items that have been modified to alter functionality or capability without the prior written permission of Factory Direct Oz;
  • defects caused by normal wear and tear or otherwise due to the normal ageing of the Item,
  • if we believe the item is stolen based on information provided by law enforcement authorities, or
  • Where proof of purchase (invoice or paid Order confirmation) cannot be provided.

Further Information

Please see our Refunds and Returns Policy for further information, otherwise you can contact Factory Direct Oz Support at info@factorydirectoz.com.au for all warranty and item support requests.

Refunds and Returns Policy

Your Rights under Australian Consumer Law

If an item you buy fails to work or do what you asked for, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you're entitled to will depend on whether the issue is major or minor. 

Where refunds will not be available

You are not entitled to a replacement or refund so simply because you changed your mind, found it cheaper somewhere else, decided you did not like the purchase or if you ordered the wrong item.

As we offer an online service, it is your responsibility to ensure you check the item description and size carefully before ordering.

Costs of return Postage

You are entitled to return an item if you believe that there is a problem. You are generally responsible for returning the item if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from us if the item is confirmed to have a problem, so keep your receipts.

When items are too large, too heavy or too difficult to remove, we will pay for reasonable shipping costs or collection within a reasonable time of being notified of the problem.

You do not have to return items in the original packaging in order to get a refund, however we ask that you do so if the original packaging is available, as this will aid the item reaching us safely.

For a refund, you will need to return the items by post or deliver. Please follow our return policy. This policy is aimed to prevent unnecessary costs to you. We recommend that you keep your original item packaging if possible. Should you need to return an item for repair under warranty and not have the original packaging, you will bear the responsibility for safely packaging your Item for transport and Factory Direct Oz accepts no liability for any damage that may occur in transit.

We reserve the right to charge you for any postage costs incurred for returns should we find the item not have a problem or if you’ve changed your mind.

Steps and Return Procedure

Please do not return the faulty item to us without contacting us first. For us to assist you, we require that prior to retuning goods to us you:

  • check the item or items for damages or faults;
  • record the damages or faults by picture or videos; and
  • email the picture or videos to us along with a detailed description.

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit. This will enable us to review your claim. If you do not follow this procedure additional charges, such as postage and handling, may apply.

Once assessed and approved by our Factory Direct Oz team, you will be contacted to proceed with the return, refund or replacement process.

A refund or replacement will not be provided if items are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Timeframes for refunds

Refunds generally take to 5-9 working days to process, and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

Contacting Us

If you have any queries or wish to contact us, please do so by email at info@factorydirectoz.com.au.