Delivery

COVID-19: We are experiencing an increase in online orders due to covid restriction. Our team is responding swiftly to serve you as best as we can.

Deal Mates delivery

We take pride in delivering products to our customers on time. All our products are packaged for safe transit and are handled by professional freight providers. We work with a variety of delivery service providers (eg:  Australia Post, Toll, Aramex etc…) and specialist delivery partners to ensure the most secure and on time delivery  service for your location. 

Our promise

Next day Dispatch

Our team is working hard to ensure your delivery is dispatched the next day (from receipt of payment) from the warehouse. 


Order Tracking

Once dispatched we will email you the tracking numbers along with the service provider details to track your shipment. 


Delivery time

All our products are dispatched from warehouses based in Australia and most of the products are dispatched from Melbourne.  

Following table gives you a guide on delivery times.   


Please note due to Covid restrictions our delivery partners are experiencing delays up to 4 weeks. Currently covid impacted lead times are in place.  Please refer to the following table for estimated delivery lead times. 



State

Normal Delivery times*

Covid Impacted Lead times**

VIC

3-5 business days

8-15 business days

NSW

4-7 business days

12-20 business days

ACT

4-7 business days

10-20 business days

SA

4-7 business days

10-20 business days

QLD

4-8 business days

10-20 business days

TAS

7-10 business days

12-20 business days

WA

7-10 business days

12-20 business days

NT

7-10 business days

12-20 business days

 

*Delivery times are calculated from the date of payment receipt excluding weekends and public holidays

Regional locations may require additional time to deliver

*Due to Covid our delivery partners are experiencing a high volume of on-line orders and there may be some delays. We appreciate your understanding.

 

Delivery Fees

Most of the products we sell are free of delivery charges. Some items require a delivery charge depending on the size of the product or depending on the location of the delivery. Delivery charges are calculated at the checkout and it is calculated based on the delivery postcode. In most cases metro postcodes have lower delivery fees compared to regional delivery fees. 

Please check if your product is free of delivery or include a delivery charge at the checkout prior to placing the order.  Some general listings (e.g. Google) of our products may indicate “free shipping”  but it may not apply to the product you are ordering and your location. Due to any reason we will not  refund the fright cost once the order is placed. 

Delivery Address

Correct delivery address

We will deliver to the delivery address entered during the checkout process. So, we ask you to ensure the correct delivery address is entered. 

Undeliverable

If we are unable to deliver to the address provided, then we will bring the stock back to our warehouse. Restocking fees may apply. We will be in touch to arrange a redelivery at a cost. 

Incorrect delivery address

If you have entered an incorrect delivery address during the checkout process we may still deliver to the incorrect address provided (unless you correct it prior to dispatch from our warehouse); If the order is delivered to an incorrect address provided by the customer Deal Mates will not refund or coordinate re-delivery. 

Delivery location

Accessibility

Please note it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the product description on our website. Failed delivery due to inability to access your abode will result in additional delivery charges.

Delivery point

We require a street, residential, or business address for all deliveries as we cannot deliver items to a PO Box. All deliveries are to the front door and ground level only. It is your responsibility to arrange a way to carry packages inside, upstairs or locations with difficult access (this usually applies for bulky items)

We may not deliver to

 We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with our home delivery services.



Order Tracking

Tracking Details

Once dispatched we will email you the tracking numbers along with the service provider details to track your shipment. 

Please 

Multiple tracking numbers

There may be multiple tracking numbers for your order. 

This may be either because of multiple packages in your order or because multiple items in your order 

When there are multiple tracking numbers they will either be delivered together or separately

Tracking numbers from different service providers

There may be multiple tracking numbers for your order from multiple service providers 

This may be either because of multiple packages in your order or because multiple items in your order 





Delivery date and time 

 

Delivery date

Friendly staff from our delivery partners will be in touch with you to inform you of the exact delivery date and a time slot. 

Delivery time

All deliveries are made Monday to Friday between 9.00 am to 5.00 pm

Availability to accept deliveries

If you are at premises

If you are at the delivery premises to accept the order that’s great! Our delivery partners can ensure the product is safely delivered to you while you are there.

If you are not at premises

If you are not at the delivery premises on the delivery date our delivery partners will leave the package at your place if you give us the authority to do so during the checkout process. If you choose this option Deal Mates will not be responsible for any loss or damage occurred after we leave the product at the delivery premises. 

Missed deliveries

We ask you to be at present to accept the delivery during the agreed delivery time slot. If we missed delivery as you were not present during the time slot agreed our delivery partners will be in touch with you to reschedule a delivery time slot. Re delivery fees may apply. 

Rescheduling a delivery

If we missed delivery as you were not present during the time slot agreed, our delivery partners will be in touch with you to reschedule a delivery time slot. Re-delivery fees may apply. 

Receiving items

 During delivery

 During delivery, you (the customer) or the 3rd party appointed by you shall inspect the item(s) and the surroundings carefully before the delivery person leaves the premises. Any damage detected should be immediately reported to the delivery person and noted on the delivery copy. You will also need to email us at and provide photos showing the damage or fault for review.

Cancelling an order

Cancelling an order

We request customers to carefully check all details prior to placing the order to avoid any cancellations. We are unable to cancel an order once it is placed. If you need to cancel an order after placing the order please contact us immediately. All cancelations incur a cancelation fee. 


We commence the dispatch process immediately after the order is received to meet the next day's dispatch promise. Please also note most part of the dispatch process is automated and multiple 3rd parties are involved in the dispatch process. Therefore it is not possible to cancel an order once entered into the dispatch process. 


If the customer still need to cancel the order after the dispatch process cancellation fees will apply

Cancellation fees may include Credit card processing fees, Original freight cost, return freight cost and restocking fee of 25% of the value of the product. 




Undeliverable Post Codes

We try our best to deliver the SKUs Australia wide. However, there are still a few postcodes that are undeliverable for some SKUs. We may still be able to arrange a special delivery with an extra freight cost. If we are unable to deliver, we will cancel the order with an e-mail notification. 

 We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with our home delivery services.

 

There may be multiple tracking numbers for your order depending on the number of products in your order.