Pick Ups, Shipping & Returns
Pick up orders will be confirmed when they are ready for collection. Pick ups can be collected from our warehouse between 7-30am and 4-30pm Monday to Friday. Please note that "Walk in" customers may experience a waiting time from 30minutes to 2 hours depending on how busy the warehouse is and size of your order.
Shipping & Delivery
Although we cannot do so with each and every order, we make every effort to ship your order within 2-7 business days, however most orders are sent within 1-2 days. We are able to send most goods via off-peak ground, or express services, based on the destination and package size. Once goods are dispatched, please expect delivery in 2-7 days depending on your delivery destination location.
We utilize multiple shipping partners to facilitate the shipping of some items. This is done to help maintain adequate inventory levels, to keep our costs to a minimum when dealing with large or otherwise bulky items, and to increase our offerings with uncommon or seldomly requested items.
Delivery is charged per order, based on cubic size and kilogram weight. During checkout, a base rate of $25-00 is applied to all orders which require delivery. We reserve the right to adjust shipping charges, if the size and dimensions of your order are greater than the minimum delivery value, if crating is required, if extra packaging is required for fragile items, a tailgate or hydraulic lift at delivery point is required or if you live in a remote area where additional charges are incurred by us. (NT, WA, TAS and some state country areas are classed as remote by the freight companies we utilise)
For our customers purchasing large palletised or large crated items that do not have a forklift, we can provide an option for the delivery to be directed to another local or neighbouring business or held at the transport company depot for a short period for you to collect.
It is the customer's responsibility to ensure they can accept all deliveries and provide a signature as proof of delivery if required.
Deliveries to residential addresses may incur a carrier surcharge. Deliveries are made between 9-00am and 5-00pm Monday to Friday. Deliveries are to ground floor areas only. Carriers are not insured to deliver upstairs, into shops or into any premises.
In situations where there may be additional shipping charges, we will contact you directly prior to finalising your order with the new freight quote and your order being processed or extra freight charged.
Large items, glass items and Special Order Items may not be covered by the standard Delivery fee, they are determined by weight in increments of 5kgs up to 30kgs. Any order exceeding 30kgs, of an unusual size or of an unusual nature will be determined based on destination (we will contact you with additional shipping costs).
We sometimes offer 'free shipping' promotions. During these events, free shipping applies only to ground services and will exclude certain items primarily large, bulky or items with excessive weight.
Re-Delivery Will Incur Additional Charges.
In regards to special shipping instructions, we will pass this information to the carrier used, however, no assurance is given as to whether the instructions are met.
It is the customer's responsibility to ensure they can accept all deliveries in regard to the unloading of large and bulky items, such as having a forklift available for products such as Slat Panel, Glass Showcase, Shelving and Racking.
If no forklift for bulky, palletised or crated deliveries is available at delivery point by customer, an additional tail lift service fee will apply.
Damaged or Faulty Goods
Whilst due care is taken when packing your order, it is your responsibility to ensure there are no breakages or missing items at the time of delivery. By signing for a delivery, you are accepting that the order is complete and intact. If you order is partially shipped (i.e. there are products still to send, a remark will appear in the comments section of the shipping label).
If goods have been damaged or broken in transit, then you must refuse to accept the order and notify us immediately. We will replace or repair any item that has been damaged in transit where required.
By signing for and accepting a delivery you are acknowledging that the product has arrived in good condition. If the packaging is damaged in any way, please inspect the contents prior to signing for it.
Exceptions to this are at the discretion of RSM (NSW) Pty Ltd management and staff. We will however do everything possible to rectify any issues incurred related to damage in transit.
Refunds & Returns
Prior to returning any products you must contact us for authorisation. Merchandise returned without authorisation may be declined and returned to sender, at the sender’s expense.
All damage claims must be filed with the carrier (if damage is noted at the time of delivery). We will provide you full assistance in the unlikely event.
Once your return has been authorised, returned product or products must be packed in original packaging were possible or packaging suitable for transport to avoid damage in transit. All packaging, return delivery and any shipping costs are at the purchaser’s expense.
A restocking fee of 20% will apply to all returned orders.
Goods returned in poor packaging, goods that are damaged, goods that are broken or deemed unsaleable will not be accepted or refunded.
For warranty claims, please contact us to make appropriate arrangements.
All returns and Breakage notifications must be made within 5 business days of original delivery