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Delivery

Delivery Methods and Locations

Arova work with a number of trusted shipping partners including Aus Post, Couriers Please, TNT Road Express, Fastway Couriers, Allied Express and their contacted agent to collect and deliver orders nationwide. In some cases, we will only be able to deliver products in metropolitan areas.

Arova has the sole and absolute discretion on the choice of carrier we use. We may be able to facilitate alternate delivery service. However. this is not available for all items and all areas. Our customer service team can confirm if this is available to your order and area, applicable fees and charges will apply for this service.

Delivery is to a ground floor only; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door.

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with standard courier and delivery services. In this case, you may choose to have an item delivered using your own couriers, in which case all insurance for loss or damage to the order caused by the delivery will be your responsibility.

You agree to pay any shipping and handling charges presented to you at the time you make a purchase or quoted to you offline.

We cannot deliver to PO boxes or Parcel Lockers for most orders.  Most of our goods are delivered by courier or specialist storage unit carrier directly to your door and require a signature upon delivery. If the PO box or Parcel Locker is preferred method of delivery, please also leave an alternative street address for the delivery.

Our delivery partner may leave a card at the address and you will need to pick up the delivery from your local Post office or contact the courier company to arrange for re-delivery.

Delivery Timeframe

Most orders placed and paid in full will be processed on the following business day. And if your order is placed and paid in full before 10am, the order may be dispatched on the same business day.

We do our best endeavours to process all orders as quickly as possible and to ensure dispatch within the estimated timeframe. In some cases the estimated dispatch time frame will be longer, for example where items are a pre-ordered item or special order. It may be possible from time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. and we will call you or send you an email to let you know when your item has been dispatched by us or if we anticipate delays.

Delivery timeframes may vary depending on your location, the dispatching centre the item(s) from where the item is sent, the size and number of parcels, and the schedules of the carrier. The estimated delivery times are based on Carrier’s standards and our observations. This is not a delivery time guarantee. In most cases, the average delivery times we observe are:

VIC, Sydney, Adelaide metros

1-2 business days

QLD SE, NSW, ACT metros

2-3 business days

VIC Regional

3-4 business days

NSW, SA, TAS, QLD (except Far North QLD)

3-5 business days

Far North QLD,          WA, NT         

5-8 business days





Delivery Address and Details

The buyers assume full responsibility to provide Arova with the correct delivery address (including unit/street number, street name, suburb and post code) at the purchase. Ensure a business name is included for a commercial address and NO business name is included for a residential address.  Otherwise, a re-delivery fee may apply.

Due to the courier arrangement and the size of most items, deliveries for most items can not be made to Parcel Lockers or PO Box. Please leave a street address for the delivery.

Any changes to address after order being placed will not be considered as valid. Arova is not liable for delay, parcel loss or damage, unsuccessful delivery due to incorrect/ insufficient delivery address supplied to Arova at the purchase. You agree for Arova to pass on applicable charges to you if you provide wrong address information.

The delivery usually takes place during business hours. Therefore, it is recommended that you provide a shipping address that will be attended during business hours.

For deliveries with CouriersPlease or Auspost, please ensure the correct email is left with purchase as both carriers will send you delivery notification emails, which provide you with delivery options.

 If someone is not available to accept the goods, the standard practice is to leave a card informing you how to make instructions for re-delivery or pickup.

Arova highly recommends you leave your best contact phone number (mobile preferred) for the delivery so that the courier providers may contact you should they arrange the delivery in some cases. However, as a general courier policy, the driver will not call prior to delivery.

 

Delivery Cost

Delivery fees and times vary for different products and are calculated based on the size and weight of your order and its destination.

The delivery price for each order will be normally displayed during the shopping cart and checkout process, prior to payment and order confirmation and included in the total price of your order. However, for some bulky items, we may not able to show the exact delivery cost for some areas on the website as we usually obtain a few quotes from different carriers for you to approve before proceeding with the order.

Changes made to delivery address or delivery time after placing an order may incur additional charges, which we reserve the right to request to add to your original delivery charge. Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor. Approval for requests to have items delivered past this point must be requested prior to an order being placed. This is a request and cannot be guaranteed. The request is based on courier availability and payment of this service.

Arova reserves the right to correct the delivery cost, due to incorrect or change of delivery address at the time or after the order being placed.

For re-deliveries or re-direction of deliveries by TNT or Allied Express, a minimum re-delivery charge of $30 will apply. You agree for Arova to pass on applicable charges to you if you arrange the re-delivery or redirection of delivery.

 

Accepting Delivery

The proposed delivery time is taken for a whole day. Special delivery day and time may be requested and arranged prior to an order being placed. This is a request and cannot be guaranteed. The request is based on courier and service availability and an additional charge may apply.

As a general rule by most couriers, the call prior to delivery cannot be arranged. This is because to maintain the delivery cost low, the driver makes the delivery. It is illegal for the driver to call while driving.

As default, all parcels require a signature on delivery. If an item arrives and the packaging or the item itself is clearly and/or significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact Arova customer service immediately on (03) 8459 1060 or info@arova.com.au.

 

Items Damaged in Transit

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact Arova customer service immediately on (03) 84591060 or info@arova.com.au.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

 If you experience problems with the Carrier or their service that might contribute to damage or loss, please record any information that may assist Arova in assessing the case. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

The type of remedy we offer will depend on the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:

  • Suggest a self repair (with an offer of compensation to you)
  • Replace the products or parts (subject to availability)
  • Offer a partial or full store credit voucher or refund
  • Arrange for the product to be returned to us or our supplier

 

Wrong Items Delivered

If you have received an incorrect item or quantity, you should take photos showing the incorrect item or quantity and let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

 

Optional Freight Protection

For your convenience and complete peace of mind, we offer Freight. At a small fee, the Freight Protection option extra protection for your order in the unlikely event an item is lost or damaged beyond repair during transit. We'll replace the products or parts at no additional cost to you (or give you a store credit voucher or refund if a replacement cannot be provided, including shipping costs, minus the cost of the Freight Protection). Freight Protection can be added to your order from shopping cart. Please read the Freight Protection Terms and Conditions for further details.

 

Delivery Failure

It is important that you verify your information is correct before placing your order, especially your delivery address including the name of the suburb and the post code. If the address provided is incorrect and the package is returned or lost, you agree that Arova pass on all applicable charges to you.

We also require a contact phone number, which may be used by the courier to verify delivery information or arrange a delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 14 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances we will refund you the price of your order, less the delivery and handling fees incurred by us.