DELIVERY

Delivery Timeframe

Arova has very fast turn around time in terms of delivery. All orders requires full payment prior to being dispatched.

Generally, you order is processed and dispatched by our warehouse within the next business day after the full payment. However, if the items you ordered are over weight, bulky, fragile or requiring a pallet packaging, it may require extra time to prepare your order to ensure the package is road worthy or arrange a tailgate truck for pick up.

In addition, for pre-ordered item or special orders the standard time frame will not apply. This can be generally between 4-12 weeks.

The standard delivery time frame is based on the assumption that you have ordered correct items, made full payment, have provided Arova a deliverable address and attend the delivery when required. For example, if you have supplied an incorrect address or a PO box for a bulky item, you will expect a delayed dispatching as our customer service team needs to contact you to confirm a deliverable address.

Delivery time will also vary depending on your location, the dispatching centres we use, the size and number of items, and the delivery schedules of the carrier. The estimated delivery times below 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:

Areas Delivery times

Melbourne, Inner Victoria, Albury, Wodonga, Central Coast, Sydney, Adelaide - Metro Only

1-2 business days

ACT, QLD SE, NSW - Metro Only

2-3 business days

VIC Regional, Outer VIC, NSW Regional, TAS, SA(other than Adelaide)

3-5 business days

QLD (except Far North QLD), Perth

4-7 business days

Far North QLD, WA, NT

6-10 business days

Delivery Fees & Surcharges

Delivery costs vary between products and are calculated based on the size and weight, the cubic weight of your total order and destination.

A simple way to estimate what the delivery cost of your order would be is to select the items you want to buy, add them to the shopping cart and estimate the shipping cost on the cart page. However, the delivery quote on the shopping cart page is based on the most popular suburb in the same postcode only. Therefore there's a tiny chance that the actual delivery cost on the checkout page will be different from the estimate on the cart page.

For accurate delivery cost of each order, enter your details at the checkout page and the delivery cost will be displayed prior to payment and order confirmation. For you convenience, we offer a few delivery options from economical to overnight delivery.

Deliveries are made to the front door and the ground floor only. For a delivery to a multi story building the driver will not travel past the front door on the ground floor. For bulky or palleted items, your assistance is required in unloading of large heavy goods.

Further charges will be applicable in the following situations and you agree that Arova pass on these charges to you:

  • The driver takes items inside your house or upstairs - this will incur an additional charge of $150 for each floor.
  • A tailgate truck or 2 men delivery required - this will incur a surcharge of $75.
  • Re-delivery or changes to delivery address after pickup booked with a courier company - this will incur a surcharge of $35.
  • The driver attempted delivery without success due to incorrect/ insufficient address, your nonattendance, unable to access the premise, and etc - this will incur a 'Futile Delivery' charge of $35.

Changes to Orders & Delivery Address

Arova assumes all information supplied to us in your order is correct and therefore takes no responsibilities in verifying your delivery address or information supplied to us in your order.

For deliveries to a residential address, please leave your First and Last name. Please do NOT leave a business name. Please be advised that a commercial address defined by freight carriers as commercial sites, typically those address zoned as commercial real estate. A business operated from a residential address will not change the nature of the address being residential.

Small items, typically those can be fitted into a 3kg satchel may be delivered by Australia Post. Most other items are dispatched by a freight or courier company including TNT, StarTrack, CouriersPlease and point to point couriers in some cases. As a result, we will not be able to deliver items to a PO Box or a Parcel Locker for most orders. If you prefer a PO box for the delivery, please ensure an an alternative street address is entered for delivery.

We aim to dispatch your order as quickly as possible and has very quick turn around time frame for order dispatching. As such, changes to your order or delivery information after an order is placed will be generally considered invalid.

Our website allows you to review your order and delivery information before you hit the Submit button to place your order. Please utilise this section to check the information you have entered. If you have any concerns at the time of the order, please use the 'Order Comments' section to ask our staff to hold your order until we receive your confirmation. Otherwise, you order will be dispatched without unnecessary delays.

We can not accept “Authority to Leave (ATL)” for delivery to units and apartments. ATL deliveries are at customer's own risk and Arova will not take any responsibilities for item lost or damages after delivery under ATL. All insurance will be voided under ATL delivery.

If you do need to change your order or delivery information afterwards, please contact us via a phone or LiveChat during our business hours and ensure our staff is aware and has agreed to your request of change in the communications. Please do not request the changes in your email as we may not be able to act your request in a timely manner.

Our staff will try our best to accommodate your request of changes. However, we can not guarantee your request of changes can be acted in a timely manner. In most cases, the change of orders or information when an order is dispatched will incur an additional charge from the delivery company.

Order Dispatching & Tracking  

Most items are in inventory and are ready for dispatch from our Thomastown warehouse in Melbourne. A small portion of items need to be ordered from a distributors or a supplier. This will require 1 or 2 extra business days of handling time. Your order will be dispatched when the stock is received. Alternatively we may choose to dispatch some items in your order directly from our suppliers.

Once your order leaves our warehouse, you will receive an email with all relevant information detailing the dispatch date and your consignment note number. The email may be sent from Arova or directly from our delivery partner. Our website has a link to track the progress of your delivery. Unfortunately, we are not able to send notifications when you order is being reviewed and prepared by us.

We use Australia Post, Couriers Please, TNT or StarTrack to make deliveries.The choice of carrier is based on the size and items in your order, delivery time frame to your area and service availability.

For deliveries by Australia Post, we strongly recommend that you register with MyPost to receive timely delivery notifications through text messages or emails. You will also be available to manage your delivery options in MyPost. If you are available to sign for the delivery, the driver may return it back to a local post office or delivery centre for your collection.

Deliveries by freight or courier companies will require your attendance and signature at delivery. If you are not home, the delivery driver will leave a card and it is your responsibility to collect the goods or arrange a re-delivery. And you agree that Arova pass on to you any cost arising from an unsuccessful delivery or re delivery.

All deliveries will occur Monday - Friday between 8:00am - 6:00pm. Unfortunately, we are unable to provide specific delivery time to Australia Post or the courier companies. With courier deliveries, the best we can do is to request a morning or afternoon delivery with the courier company. If you have a preferred time of delivery, please leave your request in the 'Order Comments' box. However, we do not guarantee you items will be delivered within your requested delivery window. It is up to the driver's capacity to delivery within the requested timeframe and additional charges may apply.

Please be advised that as a standard practice, the delivery drivers will not call you prior to delivery. All carriers are we use are volume carriers and therefore for hundreds of items to deliver every day, it is impossible for the driver to make a call. In addition, the driver will not be able re-direct your delivery to another location if you are not available to attend the delivery.

Delivery Insurance

Arova offers optional Freight Protection for your peace of mind at a small cost. This is optional but recommended as we will replace part or complete items free of charge if they arrive damaged. If you choose not to take up this optional freight protection and the below items arrive damaged please be aware that there is no insurance on these items:

  • Mirrors and shaving cabinets
  • Toilets, Bidets & accessories
  • Vanities, storage cabinets and tallboys
  • Bath tubs
  • Basins and any ceramic or porcelain products
  • Kitchen and laundry sinks and cabinets
  • Shower bases
  • Shower screens
  • Tiles
  • Accessories with glass, ceramic or any competent being fragile in nature

For these items above, the freight protection is $6 per $100 of purchase.

Arova will add insurance on the following products against damage in transit for free:

  • Accessories (except those related to the item in the exclusions list)
  • Tapware
  • Shower heads, shower arms, shower rail
  • Waste, shower grates and channels
  • Storage systems
  • Waste bins & Cutlery Trays

 

Delivery insurance covers only damage occurred through transporting the items from our warehouse to your designated delivery address. All deliveries should be checked upon receiving, as claims for delivery insurance can only be made within 48 hours of receipt of goods. All claims outside 48 hours of receipt will not be valid and Arova will not be able to provide free replacement of parts of products for claims outside this timeframe.

Order Pickup

Arova offers pickup from our warehouse in Thomastown, VIC. Our pick up address is:

10 Goodyear Dr, Thomastown, VIC 3074

Tel: 03 8459 1060

You simply need to select 'Pick Up' as your delivery method in the shopping cart. Please contact us to confirm a pickup time and have your order number and your photo ID with you when you come to pick up the order.

If you send someone else to pick up your order, we will also take their personal information, such as Drivers License Number and their address.

We do not have the space in our warehouse to hold orders so once an order is complete it will need to be picked up as soon as possible. We understand that this may not be ideal but part of the reason that we can offer such great prices on our range is that we keep the cost of running the business low through such measures