Shipping and Delivery Policy

Scope of This Policy

This policy applies to deliveries arranged by Pallet Town PTY LTD for products purchased through our website, an authorised quotation, an invoice or an authorised sales representative.

It applies to liquidation pallets, customer-return pallets, overstock merchandise, wholesale lots and other freight suitable for Pallet Town’s standard delivery network.

This policy should be read with our Terms and Conditions, Terms of Service, Payment Policy, Returns and Refunds Policy and the delivery information shown on the applicable product page, quotation, checkout page or invoice.

Where an individually negotiated delivery quotation contains different terms, the written quotation will apply to that order to the extent permitted by law.

Standard A$399 Flat-Rate Shipping

Pallet Town offers a standard flat-rate delivery fee of A$399 per eligible order containing one standard pallet.

The A$399 amount is the complete standard delivery fee for an eligible order containing one standard pallet. No additional standard delivery charge will be added after the order has been confirmed as eligible.

Flat-rate eligibility depends on the delivery postcode, freight dimensions, weight, site access and unloading requirements.

If the address or freight does not qualify, Pallet Town will provide a separate delivery quotation before accepting the order or collecting any additional freight amount.

Eligible Flat-Rate Delivery Areas

The A$399 flat rate is intended for standard deliveries to eligible:

• Australian mainland metropolitan addresses
• selected mainland regional cities and towns
• commercial premises with suitable freight access
• residential addresses accessible by the nominated vehicle
• addresses within our participating carrier network
• locations that do not require specialised unloading equipment

Postcode availability may change as carrier networks, fuel costs, depot coverage and freight conditions change.

Entering an Australian address during checkout does not guarantee flat-rate eligibility. We may verify the postcode and delivery conditions before accepting the order.

Deliveries Requiring a Separate Quotation

The standard A$399 flat rate does not automatically apply to:

We will provide a separate freight quote where one of these conditions applies. The customer may accept or decline that quote before the order is finalised.

Estimated Delivery Period

Our standard estimated delivery period is 5–7 business days.

The estimated period begins after:

• the order has been accepted
• payment has been received in cleared funds
• stock has been allocated to the order
• delivery eligibility and access have been confirmed
• the order is ready for carrier collection

Business days exclude Saturdays, Sundays and applicable public holidays.

The 5–7 business-day period is an estimate rather than a guaranteed appointment unless Pallet Town expressly confirms a guaranteed delivery date in writing.

Remote, special-access, multiple-pallet and quoted freight orders may require additional delivery time.

Order Processing and Dispatch

Orders are processed after payment, stock and delivery details have been confirmed.

Before dispatch, we may:

• verify the customer’s delivery address
• confirm the recipient’s telephone number
• confirm pallet dimensions and weight
• check carrier serviceability for the destination
• request information about unloading equipment
• confirm safe vehicle access
• secure or wrap the pallet for transport

Orders placed outside business hours are generally reviewed on the next business day.

Delays caused by incomplete payment, inaccurate information or unanswered access questions may extend the delivery period.

How Shipping Charges Are Displayed

The applicable shipping amount will be displayed at checkout, stated on the quotation or included on the invoice before the customer completes payment.

For an eligible flat-rate order:

No additional standard delivery fee will be added after payment for an order already confirmed as eligible for the flat rate.

Additional charges may apply only where the customer requests a change or where undisclosed conditions create a genuine extra freight cost. We will explain the charge and seek approval before proceeding where reasonably practicable.

Multiple-Pallet and Bulk Orders

The A$399 flat rate applies to an eligible order containing one standard pallet.

Orders containing two or more pallets require a freight assessment because the price may depend on:

• the total pallet quantity
• combined weight and dimensions
• pickup and destination locations
• vehicle and trailer requirements
• forklift or tail-lift availability
• whether pallets can travel as one consignment

Contact our sales team for a bulk delivery quotation. Combined freight may be more economical than applying separate single- pallet rates.

Delivery-Site Access Requirements

The customer must provide complete and accurate information about the delivery location before dispatch.

The delivery site must have:

• safe legal access for the nominated freight vehicle
• adequate road width and turning space
• firm, stable and reasonably level ground
• clearance from powerlines, trees and overhead structures
• an accessible unloading area
• any required forklift or unloading equipment
• an authorised person available where required

The customer must disclose narrow roads, steep gradients, soft ground, unsealed access, gates, low clearances, time restrictions, loading docks, security requirements and site inductions.

A driver may refuse to enter or unload at a site reasonably considered unsafe. The customer and Pallet Town may agree on a safe alternative unloading location or redelivery arrangement.

Receiving Your Delivery

The customer must ensure that an authorised recipient is available during the agreed delivery window unless an approved unattended-delivery arrangement has been made.

The recipient should:

1. confirm the pallet or consignment count
2. inspect the outer wrapping and visible condition
3. check for visible freight damage
4. note visible concerns on the delivery document
5. retain delivery paperwork and photographs

Signing a delivery document confirms receipt of the consignment. It does not remove any right that may apply under Australian Consumer Law.

Delivery Updates and Tracking

Where available, Pallet Town or the freight carrier may provide:

• a dispatch confirmation
• a consignment or tracking number
• carrier contact information
• an estimated delivery date
• a delivery window or appointment notice
• confirmation after delivery

Pallet freight tracking may provide milestone updates rather than continuous real-time vehicle tracking.

Customers should ensure the supplied email address and telephone number are accurate so that delivery notifications can be received.

Delivery Delays

Delivery may be delayed by circumstances including:

If we become aware of a material delay, we will take reasonable steps to inform the customer, explain the known reason and provide an updated estimate.

If Pallet Town cannot supply the order within the agreed period or within a reasonable time, we will discuss an appropriate solution, which may include continued fulfilment, an alternative product, replacement delivery or refund where required.

Failed Delivery, Waiting Time and Redelivery

A delivery may be considered unsuccessful where:

• the address supplied is incorrect or incomplete
• the recipient is unavailable when attendance is required
• the location is inaccessible to the delivery vehicle
• required unloading equipment is not available
• the driver cannot safely enter or unload
• site restrictions were not disclosed
• the customer refuses delivery without a lawful reason

Reasonable waiting, storage, return-to-depot or redelivery charges may apply where the failed delivery results from customer- supplied information or site conditions.

We will explain any proposed additional charge and provide supporting freight information where reasonably available.

No additional charge will apply where the failed delivery was caused solely by Pallet Town or its carrier and the customer did not contribute to the failure.

Damaged, Missing or Lost Deliveries

Contact us promptly if a delivery appears damaged, incomplete or lost.

Please provide:

• your order or invoice number
• the delivery date
• photographs of the pallet before unwrapping
• photographs of damaged wrapping and goods
• the freight label or consignment number
• a description of missing or affected products
• a copy of any delivery note showing the reported damage

Retain the pallet, wrapping, packaging and affected products until we provide further instructions.

We may work with the carrier to investigate the consignment. The available remedy may include redelivery, repair, replacement, refund or another remedy depending on the circumstances and applicable law.

Delivery Address Changes

Contact Pallet Town immediately if a delivery address needs to be changed.

An address change is not confirmed until Pallet Town confirms it in writing.

Once the order has been collected by the carrier, an address change may:

• require carrier approval
• extend the delivery period
• change flat-rate eligibility
• incur a diversion, storage or redelivery charge
• be unavailable if the consignment is already in transit

We will disclose any known additional charge before requesting payment or authorising the change.

Depot or Warehouse Collection

Collection may be available for selected products by prior written arrangement.

Customers must not attend a depot or warehouse without a confirmed collection appointment.

Before collection, the customer may be required to provide:

• the order or invoice number
• proof of identity
• proof of authority to collect
• vehicle and driver details
• details of the nominated freight carrier
• confirmation that the vehicle can safely carry the load

Collection vehicles must be suitable for the pallet’s dimensions, weight and restraint requirements.

Where the customer arranges its own carrier, that carrier’s costs, insurance and service terms are the customer’s responsibility unless otherwise agreed in writing.

Return Shipping Costs

Change-of-mind returns

For an approved voluntary change-of-mind return, the customer is generally responsible for return freight and any required collection arrangements.

The original delivery fee is generally not refunded for a change-of-mind return where the delivery service was completed as agreed.

Faulty, damaged or misdescribed goods

Where goods fail to meet an applicable consumer guarantee, return and delivery costs will be handled according to Australian Consumer Law.

For large or difficult-to-transport goods, Pallet Town will arrange collection or meet reasonable transport costs where required by law.

Customers should retain receipts for reasonable return costs and contact us before arranging freight where practicable.

Ownership and Risk During Delivery

Ownership of the goods remains with Pallet Town until the full purchase price and all agreed charges have been received in cleared funds.

Where Pallet Town arranges delivery, risk ordinarily transfers when the goods are delivered to the agreed accessible delivery location.

Where the customer arranges collection or appoints an independent carrier, risk ordinarily transfers when the goods are collected by the customer or that carrier.

Nothing in this section excludes responsibility for loss or damage caused by Pallet Town, its contracted carrier or any right or remedy that cannot be excluded by law.

Contact Pallet Town About Delivery

Contact our sales team before ordering if you are unsure whether your postcode, pallet quantity or delivery site qualifies for the A$399 flat rate.