Shipping policy
Important information about your delivery
How shipping is priced
Shipping is calculated in real time from major Australian carriers, and the most economical option for your address is the one shown on the product page and at checkout. There is no flat rate and no handling surcharge — you pay the freight, at the rates our account gets us.
Because our rates are negotiated across everything we ship, they are usually below what a single carton or pallet would cost booked directly.
Delivery status
Once you've received your dispatch email, you can track your order using the link provided and see which stage your delivery has reached. If you supplied a valid email and mobile number with your order, you'll also receive status updates.
The delivery experience
Deliveries are made between 9am and 5pm, Monday to Friday. If your item is heavy and you're not able to remove it safely from the vehicle — the driver can't assist — please call us on 03 9783 6325 to arrange a tail-lift truck.
Your first delivery attempt is included in the price. If you're unable to accept delivery during the arranged window, our carrier may charge a re-delivery fee, which we'll pass on to you. Paying these promptly avoids any further recovery action.
Signature and Authority to Leave
Smaller items can be left without a signature if you select Authority to Leave at checkout. Doing so means you accept the risk of loss or damage once the goods are delivered to your address.
Anything 10kg or over requires someone present to receive it. These items are unloaded kerbside and can't be left unattended, so please make sure a person aged 18 or over is at the delivery address during the arranged window. The delivery weight for every product is published on its product page.
Delivery location
All deliveries are to kerbside only. Drivers don't unpack or position goods. Please arrange whatever help you'll need in advance — every product page lists the delivery weight and delivery dimensions so you can plan for it.
Checking your delivery
Please check your goods carefully before signing. If there's visible damage, you can refuse the delivery and we'll arrange an exchange.
If you sign for a delivery, we ask that you still inspect the goods as soon as possible and report any damage that wasn't obvious at the kerb — including concealed or internal damage — within 48 hours, with photos where you can. Prompt reporting helps us resolve the issue quickly and lodge a claim with the carrier. Reporting after this time doesn't affect your rights under the Australian Consumer Law.
Arranging your own freight
You're welcome to use your own carrier. If you have a freight account, or you'd rather organise transport yourself, choose the pickup option at checkout and let us know when your carrier will collect.
Goods are loaded onto your carrier's vehicle at our Carrum Downs warehouse during business hours, Monday to Friday, 9am to 5pm. Please make sure whoever collects is equipped for the size and weight of the item — an upright fridge can exceed 90kg on its pallet, and the delivery weight and delivery dimensions for every product are published on its product page.
Once goods leave our warehouse on a carrier you have engaged, the transport is between you and that carrier. Please inspect the goods before they are loaded.
Collecting from our warehouse
Local pickup is available from Carrum Downs, Monday to Friday, 9am to 5pm. We'll hold your order free of charge for 5 business days from the date it's ready. After that a storage fee of $10 per day applies, and goods are released once the fee is paid.
Bring suitable transport and, for larger items, someone to help you load. As with own-carrier collection, please check the goods before you leave.
Premium delivery & installation service
Because standard delivery is kerbside only, we also offer an optional premium service for customers who'd like more than a drop-off. Depending on your site and the product, this can include placement in your venue, unpacking and removal of packaging, and installation or setup.
Pricing is quoted per job, as it depends on the item, your location, and access at your premises. To arrange a quote, contact us on 03 9783 6325 or at sales@borrelli.com.au before or shortly after placing your order, and we'll tailor a service to suit.
Estimated transit times
From the date of dispatch, in business days:
- Melbourne and suburbs — 1 to 3
- Sydney and Adelaide — 3 to 5
- Brisbane — 4 to 7
- Perth — 6 to 10
- Rural and regional — 3 to 10
These are estimates from the carrier and may vary during busy periods or for remote locations.
Returns
See our Returns Policy for full details, and our Terms & Conditions for the warranty terms that apply to your product.