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Shipping and Returns Policy

  1. Delivery Methods and Locations
    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. You agree to pay any shipping and handling charges presented to you at the time you make a purchase or quoted to you offline.
    6. 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.
    7. 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.

  2. Delivery Timeframe
    1. 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.
    2. 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.
    3. 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

  3. Delivery Details
    1. 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.  
    2. Due to the size of most items, deliveries can not be made to Parcel Lockers or PO Box. Please leave a street address for the delivery.
    3. 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.
    4. 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.

  4. Delivery Cost
    1. Delivery fees and times vary for different products and are calculated based on the size and weight of your order and its destination.
    2. The delivery price for each order will be normally displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. However, for the bulky items, we are not able to show exact delivery cost for some areas via the website as we usually obtain a few quotes from different carriers for you to approve before proceeding with the order.
    3. 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.
    4. 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.
    5. 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.

  5. Inspect items at or immediately after delivery
    1. For your extra peace of mind, Arova offer its customers free freight protection. So if the item(s) are damaged or lost during transit, Arova will send you a replacement product or parts entirely at our cost. Ensure you understand Free Freight Protection Terms and Conditions.
    2. 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.
    3. Deliveries to collection points, parcel lockers (such as Australia Post's Parcel Lockers) or deliveries without a signature on delivery are deemed to be an "Authority to Leave" and therefore are not covered by our Freight Protection Policy for transit loss or damage once delivered.  Deliveries under special instruction by the customer such as re-directions, date specific deliveries, special requirement deliveries, non-standard deliveries, or authority to leave deliveries are at the risk of the customer and not covered by the Freight Protection Policy.

  6. Delivery Failure
    1. 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, you will be billed for the additional shipping charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information.
    2. We also require a contact phone number, which may be used by the courier to arrange 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.
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