Delivery Information | Restaurant Equipment Online
Please remember to check the packed dimensions!
Ensure your large item will fit into your premises:
1. Will the item(s) go around corners?
2. Will the item(s) fit through the doors to its final position?
3. If you plan on taking the item(s) up stairs, please make sure you have checked all clearances and especially the item's weight.
Delivery does not include the removal of old units or packaging materials.
Standard Deliveries are made to the outside of your premises.
Standard Delivery is to the ground floor and kerbside or loading bay only and does not include negotiating lifts or stairs. Assistance may be required with unloading.
Premium Delivery upgrade is available with options to bring your equipment inside. Please call our sales team for more information and prices.
As soon as you receive your goods, please inspect for any damages.
Our deliveries are insured by couriers, failure to check goods and document any damage with the driver may result in a claim for damage being rejected. Let us know within 24 hours if there is any transit damage.
A restocking fee or redelivery fee may apply
Due to the high delivery costs for large items, we may charge a redelivery fee if no-one is available on site to accept delivery. A restocking fee will apply if the delivery fails due to any of the above points or if the goods are returned and are not faulty.
DO NOT DISPOSE OF THE PACKAGING!
In case of a return request, our suppliers will not accept any items back if they are unboxed or if there is no box. Please check the items within 24 hours of delivery to ensure no damages have occured and in case they need to be returned, they must be unopened and unused, in all original packaging.
Additional Information and FAQ's:
How long will it take for delivery?
Deliveries take place Monday - Friday during normal business hours, excluding public holidays.
2-3 business days for metro Melbourne, Sydney, Brisbane and Adelaide
3-5 business days for Perth, Tasmania, Gold Coast, Wollongong and Newcastle.
5-7 days for all other regions
Once an order has been dispatched, you may request the courier’s contact information and the tracking number(s) of your product(s). It is best to contact the couriers directly to get a more accurate delivery schedule. Please keep in mind that the couriers do their best to deliver your products as soon as possible and appreciate your patience and understanding.
What delivery options are available?
Delivery options include standard kerbside or premium site-to-site. Standard kerbside delivery service is done by a single driver who will bring your item(s) to the door only and NOT inside the premises. Premium delivery service is done by a two-man team who will bring your item(s) inside your premises and place them in the the final positions and remove all packaging. When delivering to shopping plazas and centers as well as hospitals and any large sites, standard delivery will be to the loading bay only.
For items 25kg and under, we recommend standard delivery. For larger items such as cooking equipment and commercial refrigeration, please consider if you will require professional assistance to move the items into their final positions.
The premium delivery service is completed by a separate courier service to the standard delivery and therefore must be arranged prior to your item(s) being dispatched from their warehouses.
If you order the regular delivery service then decide to upgrade to the premium service, you will be charged in full for both services. Premium deliveries cannot be downgraded to standard deliveries.
How much does shipping cost?
To calculate your delivery costs, please select your desired products and enter your postcode either in the specific product page and/or at the cart page.
Shipping costs are calculated based on the delivery service, weight and volume of the total order and the delivery destination.
Please note that for international addresses or those that require barge or off-mainland access, such as islands, there may be extra costs not shown at checkout.
Where can we deliver to?
We deliver all our products Australia-wide. We can also arrange any and all products to be delivered anywhere in the world. If you are outside of Australia and would like to place an order, please contact us so that we can best assist you.
Please note that our couriers do not deliver products to PO BOXES, so please ensure you give your full delivery address at checkout.
When will my order be shipped?
Most products are usually shipped within 24 - 48 hours of payment, and will be conveniently delivered to your home or shop front. If the products are not available for immediate shipping, the shipping availability will be shown on the product page and on your invoices.
Sometimes products are sourced from interstate or international warehouses and may take up to 10 business days to dispatch. If there is a delay with a product you have ordered, we will contact you to advise.
There are, on very rare occasions, unexpected delays to the dispatch date shown on the invoice, and in such cases, we will notify you and update the shipping date shown on the product page accordingly.
What if there is more than one product on my order?
Please check the dispatch date shown on your invoice for each product, to check the dispatch dates for each one. As mentioned above, sometimes products are sourced from interstate or international warehouses and may take up to 10 business days to dispatch
If all products are in stock and marked as "In stock, usually dispatches within 1-2 days", all your products will be sent in the same delivery. Otherwise, each product will be dispatched within the time-frame or future presale date shown on the invoice.
If you have special delivery requirements or would like to delay delivery of some or all products, please contact us at email@example.com to or leave a comment in the comments field at checkout, and we will contact you. There may be some extra costs for some special delivery requirements.
How will my order be delivered?
We use couriers that are reliable, convenient and cost-effective, including Auspost, Toll, TNT, SeaRoad, Couriers Please and Cope Sensitive Freight. We are confident that we offer the best value shipping rates in Australia.
Our couriers offer a door-to-door service, so please ensure that there will be someone available at the nominated delivery address to sign for your items and receive the delivery. If there is no one to sign for the items upon delivery or if you refuse to sign for any reason, you will be charged a re-delivery fee.
The standard service our couriers provide is knows as 'Kerbside Delivery' and takes the products to your front door only. It does not include taking the items inside, upstairs or in lifts, placement or removal of packaging.
** OVERSIZE ITEMS: Drivers will need assistance to carry items from the vehicle to the ground floor door of your home or building for any items designated as oversize (over 25kgs per box), as per OH&S requirements. To find out if your items are oversize, please see the Overview & Specifications section on the product page. For delivery addresses that have limited access or are not on the ground floor, we suggest getting the help of family, friends or neighbours to assist bringing your items inside. If no one is available to assist the driver, please contact us at firstname.lastname@example.org and we will be happy to advise if an assisted delivery could be arranged for your order at an extra cost.
For premium services that include a two-man delivery service, carrying and placement inside, and/or assembly, please contact us for a quote in advance of ordering.
Do I have to be at work or home to receive my order?
Yes. Generally suppliers and couriers will not leave items at your front door or unattended. There have been too many instances of lost and stolen orders and as a result, authority to leave is simply not available. We understand that this is inconvenient for some however 99% of our customers are small and medium businesses which accept deliveries during regular business hours. In the future, deliveries will be available to Australia Post Parcel Lockers so if you have not yet created a free Parcel Locker account with Australia Post, it's a good idea to do so now.
For smaller items that are sent with Australia Post or Star Track, if you are not available to accept delivery, the driver will leave a card at your premises and your order will be taken to the nearest Auspost centre for you to collect. Australia Post will also not be able to change any delivery information, including the delivery address or add an Authority to Leave, once the item has been dispatched.
What happens if I change my order before it is delivered?
Our suppliers generally charge a ‘restocking-fee’ for orders that are changed after being shipped. This restocking fee is 25% of the total order value and will be charged to you, the customer. If no restocking fee is charged by the supplier, we will not charge you.
How do I track my order?
Couriers unfortunately do not automatically provide us with tracking information, although this can be provided on request. For this and any other queries relating to tracking, please email email@example.com
What happens if my order is lost or damaged in transit?
While we use the best carriers in Australia, on very rare occasions, products can be lost or damaged in transit.
If the carrier advises you that an order is lost in transit, please contact us at firstname.lastname@example.org for assistance.
If your item arrives damaged, please contact us immediately at email@example.com and we will assess the damage in accordance with our delivery and warranty policies.
If is your responsibility to check your item for any damage before accepting delivery from the courier. Once the item has been accepted we cannot take responsibility for any damages they may have occurred during transport.
If there is visible damage to an item when it is delivered, DO NOT ACCEPT IT!
If you wish to make a warranty claim based on damages in transit, please do not use the item or damage/discard the packaging. We will not be able to offer refunds or exchanges on items that have been used or that no longer have their original, undamaged packaging.
Can my order be delivered on the same day I purchase it?
Yes - Depending on your location and the time of your purchase, REO can arrange for same day delivery. If you require an item urgently, it’s best to call us directly to get everything arranged. Please note that there will be an additional fee for this service.
For large commercial or bulk orders with special delivery requirements, or if you would like to arrange for delivery by your own carrier, please contact us at firstname.lastname@example.org.
Can items be picked up?
Yes products can be picked up however please take note of the following:
REO is primarily an online business with multiple warehouses around the country. Therefore collections from one of our warehouses MUST be pre-arranged so that we can get your order ready.
You must check the 'package dimensions' of the product(s) purchased to ensure they will fit in or on your vehicle.
Any damages which occur in transportation (by You) such as refrigeration gas leaks and/or breakages are not covered under the standard warranty and the subsequent repair costs will not be borne by REO.