Despatching
Goods will be despatched within 1-2 business days of order confirmation, subject to product availability. In the event that a product you order is not available, or Surepak is otherwise unable to fulfil your order, we will notify you to arrange an agreeable alternative item, a backorder, or a full refund.
Freight Charges and Zones
Metropolitan orders over $250 (ex GST) will be delivered free into store (FIS) for Brisbane, Melbourne, Sydney, and Perth. Orders in metropolitan areas below $250 (ex GST) will attract our current freight handling charge of $30 (ex GST).
For all regional areas, your delivery charge will be calculated and displayed to you in your shopping cart at checkout. Please note some items may have restricted delivery zones and extra charges may apply. Upon receipt of your order, we may contact you to advise you of these extra charges if applicable.
Metropolitan and regional zones are determined by Surepak in conjunction with our freight partners, however capital cities Adelaide, Darwin, Canberra and Hobart will be deemed regional zones as no local branch is available.
Can I arrange my own courier?
Yes. Simply choose collect from warehouse and let us know the details of your courier once it is booked in.
Can I collect the goods from Surepak?
Goods can be collected directly from any of Surepak’s warehouse locations: Braeside VIC, Canning Vale WA, Wetherill Park NSW and Underwood QLD. Ensure pick up is selected at check out and the warehouse team will contact you when your order is ready for collection. Urgent pick-up orders can be arranged upon request with your local warehouse.
Can I have my item delivered to a residential address?
Surepak will deliver to residential addresses. Please ensure you’re home to receive your delivery or leave authority to leave (ATL) in notes at checkout. If you are not home to receive the parcel the driver will attempt to contact you via phone or leave a card to arrange re-delivery at a more appropriate time.
What is Surepak’s Returns Policy?
At Surepak, we aim to provide a fair and straightforward returns process while ensuring products remain suitable for resale.
Return Eligibility
All return requests must be submitted and approved prior to goods being returned.
To be eligible for return, products must:
· Be returned within 30 days of the original invoice date.
· Be delivered to the closest Surepak warehouse – Braeside Vic, Canning Vale WA, Underwood Qld, Wetherill Park NSW.
· Be unused, undamaged, and in their original packaging.
· Be in a clean, resalable condition suitable for immediate resale.
Surepak reserves the right to inspect all returned goods and determine eligibility for credit.
Restocking Fee
A 20% restocking fee will apply to all approved returns resulting from customer ordering errors, excess stock, change of mind, or cancelled projects.
The restocking fee will be deducted from the credit issued.
Non-Returnable Items
The following products are not eligible for return unless supplied incorrectly or deemed faulty:
· Custom-made or manufactured-to-order products
· Printed or branded items
· Special-order or non-stock items
· Clearance, discontinued, or obsolete products
· Products that have been used, damaged, altered, or are not in resalable condition
Return Freight
Unless otherwise agreed in writing, all freight and handling costs associated with returning goods are the responsibility of the customer.
Credits
Approved returns will be credited to the customer's account after inspection and acceptance of the returned goods. No credit will be issued for goods returned without prior approval.
Faulty or Incorrectly Supplied Goods
If goods are received damaged, faulty, or incorrectly supplied, customers should notify Surepak within 7 days of receipt. Upon verification, Surepak will arrange an appropriate replacement, credit, or refund.
Surepak's Rights
Surepak reserves the right to:
· Refuse any return that does not meet the conditions of this policy.
· Assess the condition of returned goods prior to issuing a credit.
· Amend this policy from time to time without notice.
Returns Process
To commence a return, customers must contact Surepak Customer Service by email customerservice@surepak.com.au and provide the sales invoice number, product details, quantity to be returned, and reason for the return.
Once the request has been reviewed, Surepak will advise whether the return has been approved and provide instructions for returning the goods. Goods returned without prior authorisation may be refused and will not be eligible for credit.
GST
All pricing displayed on our website is GST exclusive. GST will be advised on your final invoice.