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Delivery - Frequently Asked Questions
Have a question re a delivery from Audio Trends. Most will be answered below. Scroll down the page or simply click on one of the 'express' links.
All goods that leave our warehouse are insured against damage and non-arrival. If goods don't arrive within 7 days of dispatch from our warehouse, you will need to contact us. However, if the Courier company website states that the goods have been delivered, then you will need to lodge a claim. This is not hard and usually gets sorted out promptly. By all means contact us for assistance.
Our products may ship from various warehouses and as a result the time taken for them to ship to you can vary from product to product. Once the items leave our warehouse you will be notified via email that it has left and also given a tracking number to track your order online.
We use various carriers including Allied Express, TNT, Couriers Please & Australia Post to deliver your order and each of these carriers has varying speeds of delivery times. Therefore, the time taken for the goods to reach you once they have left our warehouse will depend on the carrier and your location. The average time taken is from 1-2 days in Metro Melbourne and 2-5 business days outside Victoria. Extreme rural areas of NT, QLD & WA may take a little longer.
Note, we cannot give any guarantees on delivery times other than the guidelines supplied by the Couriers. We do not accept responsiblity for delays as a result of their error or if you or someone by you is not available to accept the goods. We will definitely assist as much as we can to get any problem sorted out speedily, but have to work within the Transport industry rules. Our experience has also demonstrated that Couriers of all persuasions do not have a mobile phone for business use (yes we agree, it is unbelievable but fact) and will not make a quick call either before arrival or upon arrival to the delivery address! Note, there are no weekend or after-hours delivery options available.
Small Items Under 5kg: We usually use Australia Post Pre-paid satchels for these items as it is (usually) the fastest method. Please note these items will be left at your letterbox or front door if you are not home. No signature is required. Where suitable, we recommend you have your purchases delivered to your workplace or business address or somewhere where it can be accepted during business hours Monday - Friday. To minimise inconvenience, you can follow the progress of your order by 'tracking' the item on the Australia Post website.
Larger Items Sent By Courier: We require a signature upon delivery with most of items so someone must be available. Where suitable, we recommend you have your purchases delivered to your workplace or business address or somewhere where it can be accepted. To minimise inconvenience, you can follow the progress of your order by 'tracking' the item on the relevant Courier website. If no one is present when the delivery is made the Courier will (usually) leave a calling card explaining how to collect or arrange re-delivery. You maybe charged a redelivery fee. If the parcel is being delivered by Australia Post then it will usually be available for collection from you local Post Office.
Can I Change The Delivery Address After My Order Has Been Dispatched?
Changing Delivery Address after goods have been dispatched is only possible if the goods have been dispatched by Allied Express or TNT Road Express and it will cause additional delays which we have no control over. You will need to organise this by contacting Allied Express or TNT direct - contact info is below and in your tracking email. Understandably, we cannot accept any responsibility for additional delays and inconvenience to you.
Yes, when the goods are under 15kg or small items - excludes most floor standing speakers and subwoofers. Most of our goods are delivered by Courier directly to your door and require a signature upon delivery. Larger items cannot be delivered to a P.O. Box. To find out if Australia Post is the carrier, please check the delivery information on the product page. Alternatively, call us to make other arrangements. This can be to a business address or a P.O. Box, but an extra (small) fee will probably be be payable.
Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases tracking updates could take 24-48 hours to update accurately. Alternatively you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.
Carrier tracking websites and numbers:
If the tracking is not displaying, double check the tracking number you have entered. Also, it can take anywhere from 6-24 hours for the tracking to update in some instances. If all that doesn’t work, you can always contact the Audio Trends Customer Service team at firstname.lastname@example.org or (03) 9874-8233 during business hours.
We can arrange delivery of smaller items, but no large electrical goods. Call us on (03) 9874-8233 to discuss your requirements. Goods can be paid for via direct bank deposit. Send us an email for further instructions.
Our items ship out from multiple warehouses around Australia and this means different products will ship from different locations and may not arrive at the same time. Once an item has left our warehouse you will be sent a “shipped” email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items from mulitple warehouses.
At any time you can log into your account through our website to view the status of each item. Any other enquiries – who to contact? For further enquiries or more information contact our friendly customer service team on (03) 9874-8233 during business hours.
All items leave our warehouse with the external packaging in good order and condition. If any item is received with the packaging severely damaged, torn or with large holes in it, please do the following:
1. Delivery Point: If the driver is still there, unpack the goods in his presence. If they are physically damaged contact us immediately on (03) 9874-8233. Anyone will be able to assist.
If the product is obviously physically damaged, do not sign for the goods! We will authorise them to be returned immediately. We use recognised Carriers like TNT and the drivers are usually cooperative. Do not be pressured or rushed to sign for goods where there is obvious damage.
2. Goods Look OK: If the goods appear OK, but the packaging is damaged, you can accept the goods. But next to your signature add the letters STC – Subject To Check.
As soon as possible and definitely within 24 hours, check the goods to make sure they in good physical condition and are working correctly. If there is a problem, contact us immediately on (03) 9874-8233 and we will arrange replacement.
Note: Most deliveries occur during normal business hours – Monday to Friday. There are no deliveries on Public Holidays. Our office is open on business days between 10am and 5:00pm. You can also Request A Call via our website and we will call you as soon as possible.
Thankfully it is rare, but sometimes a product is faulty or is not exactly what you expected. We all want to be happy, but it is absolutely essential that you abide by the following procedure.
1. Contact us! Please, please contact us by email (the preferred method) or by phone during business hours and BEFORE you send absolutely anything back to us. Why? We may have a better solution or we may direct you to send it to a service agent.
2. Our staff need to give you an RGA (Return Goods Authorisation) which needs to be included on your paperwork. We will not accept goods back without an RGA and/or reference. This avoids unnecessary delays and most importantly extra costs to you if goods are not returned via the way that Audio Trends deems best. This is particularly important for goods less than 30 days old as we will pay your freight costs but only if you use our authorised method.
3. It is normal practice to return the goods by the same Carrier and same method as they were delivered. For example, smaller items are sent via Australia Post Satchel which is fast and economical, but sometimes (with larger items) we need to arrange the paperwork with Allied Express or TNT. We have accounts with these Carriers and due to the amount of business we do, we get a volume discount.