We don't want to mess around with fine print and extra charges, and we like things to be simple and easy.
Want to know about our Returns Policy? Read more here.
Order Confirmation
As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorised your credit card for the purchase.
As soon as we receive your order, we automatically check to confirm that your order is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorisation and reach out to you via email or phone to see if alternate arrangements can be made.
If your item(s) are available for immediate shipment (within three business days), we will process the charges and prepare your order for shipment.
Typically, we'll dispatch your order within one business day. However, this can vary depending on the product and our warehouses, so please allow up to 3 business days.
Nearest Depot Pickup
Heavy and large items ship on pallets, which makes shipping more expensive due to the need for tailgate trucks and additional time and effort. To make shipping more affordable, we've partnered with a freight provider that offers pick-up depot option across nationwide. If you want to save on shipping costs or live in a regional/remote area, we highly recommend choosing the 'Nearest Depot Pickup' option at checkout. You can find an updated list of Depot Locations and their business hours here. If you have any questions, feel free to call us at 1300 715 581 or send us email at support@topfountains.com.au.
Custom-Built & Made-To-Order Products
Some products, such as custom-built products, may have lead times to allow the product to be built and/or assembled before it is dispatched. For these products, please check the 'Dispatch Lead Time' information found on the product page in the main 'Description' tab.
Order Shipment
If your order is in stock and we process the charges to your credit card, it will ship within three business days from the date of your order.
We will send you shipping confirmation within 24 hours of your order leaving the warehouse to the email address you provided when checking out.
If you do not receive shipping confirmation from us within four business days of your order, feel free to follow up with us at sales@topfountains.com.au
General Delivery Timeframes
Delivery timeframes will vary depending on your location and the items you've ordered.
In general, these are the delivery timeframes you can expect:
- 2-5 Business Days - Adelaide, Brisbane, Canberra, Melbourne, Sydney Metro
- 3-8 Business Days - Other Major Cities & NSW, QLD, SA, VIC Regional
- 7-12 Working Days - NT, TAS, WA, QLD Remote
The above is intended to be used as a guide and may not apply in all cases. Some products may have specific 'Delivery Timeframe' information, which can be found on its own tab or on the main 'Description' tab of the product.
Shpping Multiple Order Items
In order to minimize shipping expenses, we have implemented a system where our products are dispatched directly from our suppliers. warehouses. Consequently, when you place an order for multiple items, it is possible that they will be shipped in separate packages and delivered on different days.
If no one is available at home.
In the event that there is no one available to receive the delivery, your package will be taken to a nearby depot, and a notification card will be left with instructions for either re-delivery or collection.
If you provide us with special instructions, such as an authority to leave option, then the courier will leave your order item in a safe place. However, by selecting this option, you are fully responsible for the delivery as soon as the packages are dropped off at your address by the courier.
Shipping of Large & Heavy Items
Any large and heavy items weighing 40kg and above will be transported on a pallet. In accordance with the courier's occupational health and safety policy, the drivers will only deliver the pallets to the front of your premises. We kindly request that you make appropriate arrangements in advance to transfer the pallet inside your premises and handle the installation process accordingly.
Delivery Time
Our deliveries are scheduled between 9 AM and 5 PM. Please note that we are unable to provide a specific time due to the nature of courier networks. However, we do provide tracking information so that you can stay informed about the day when the courier is expected to arrive.
Safety Measures
Our couriers utilize pallet jacks to maneuver the pallets during delivery. In accordance with occupational health and safety regulations, the couriers are authorized to transport your freight only to the nearest accessible point, typically the front door.
It is essential to provide a flat surface for the pallet to be wheeled on. If there are any obstructions or obstacles such as steps, the driver may be required to leave the pallet on the nature's strip. To ensure a smooth delivery, please ensure that your gate is at least 1.4m wide to accommodate the entry of the pallet.
In some cases, the courier driver may attempt to navigate ramps or driveways. However, if they determine that it poses a safety risk, they may have to leave the pallet at the nearest accessible point, which might be the nature's strip. We strongly advise you to plan accordingly in light of these circumstances.
Unable to Deliver to PO Box
We are unable to deliver to PO Boxes. We only deliver to residential or business addresses.
International Orders
Please be aware that our products are made specifically for the Australian market. This means that they require a 240V electrical system to function correctly.
Our products have generally not been certified for use with other countries' electrical safety standards, but all of our products are certified to Australian standards.
We will happily ship our fantastic products to international customers. Due to the extremely wide variety of product dimensions, we will provide an up-to-date shipping price quote for you upon request.
If you are happy with our shipping quote, we will prepare an order and payment through our ultra-secure online payment gateway.
Damages
Please inspect the packaging of your item(s) when they arrive. If you notice any damage, you should make a note of it when signing for the delivery or do not agree to accept the delivery.
If you do accept delivery, you are required to immediately take photos using your smartphone or camera of the damaged packaging or products inside the packaging.
If your item(s) do arrive damaged, please send photos to sales@topfountains.com.au, then visit our Returns page and lodge your return claim online.
