Shipping Policy

Australian standard or express delivery

Our couriers provide standard delivery to most Australian addresses. Additional requirements will apply for Large item orders.

Express shipping may be available depending on the shipping address. Please contact us prior to placing your order for express shipping to be arranged. Additional delivery fees may or may not apply depending on the product ordered, order amount and shipping address.

Our couriers operate on weekdays, Mon-Fri standard business hours only. In rare circumstances, for example during high volumes of freight, the courier may make alternative arrangements to deliver on a weekend at their discretion  - please follow delivery progress on the courier website with the tracking number provided for your order.

Depending on the size of the product and shipping address provided, delivery is made either to: the letterbox of the shipping address, local post office, the ground floor entrance of the shipping address or another location determined by the courier based on the individual circumstances of the delivery.

Some orders are not eligible to be delivered to non-street addresses (e.g. Parcel Locker, Parcel Collect, ParcelPoint, PO Box, Locker Bag or Mail delivery centre) due to size of the item or delivery suburb provided for the order. It is recommended that street addresses are provided at the outset for large item orders. We will contact you if your order is not deliverable to the PO Box shipping address provided for the order.

At this stage, we currently do not offer delivery to international addresses outside of Australia.

Authority to Leave instructions

If you would like to provide Authority to Leave (ATL) instructions, please incorporate this into your shipping address details at checkout and ensure that the shipping address enables a safe ATL to be made.

In most circumstances where ATL can be safely made, ATL is the default delivery method due to contactless delivery policies and limited capacity to hold goods at courier depots.

Shipping information requirements for orders

Shipping address or order details generally cannot be changed after order is placed.

Please provide a contactable mobile number and email address for your order. Couriers may contact you to clarify delivery details in order to proceed with delivery.

Complete addresses may be required to enable delivery (e.g. Unit numbers, PO Box number, etc.).

For business addresses, please ensure that it is open during standard courier weekday business hours and lockdowns.

Contact prior to order if you require special requirements or requests, including postponed delivery, two-person delivery booking or delivery involving multi-level or high rise buildings, stairs or lifts as this may involve additional shipping fees or be undeliverable. Delivery, whether standard or express, is made to the ground floor level only (not including stairs).


Processing, dispatch and transit times

After payment for your order has been confirmed, your order will be picked and dispatched as soon as possible. There may be issues or circumstances in which there are delays in dispatching your item, in which case we will contact you as soon as practicable.

If standard delivery with tracking number applies for your order, please follow delivery on the courier website and allow up to around 10-12 business days from dispatch date for delivery. Courier may deliver earlier or after this time frame depending on different circumstances and schedules. Generally, high volumes of deliveries may extend transit time during busy periods. Please contact us for ETA updates after standard transit time has passed.

Standard delivery timeframes are not guaranteed and delays can occur after dispatch with a third party courier beyond our control. Salesbay will not be responsible for any delays in receiving your order.

Additional shipping costs

Shipping fees can vary depending on your order, delivery address and any special requirements.

Standard order shipping fees are calculated at checkout and include postage and handling fees. In exceptional cases where the shipping fee for the order differs from the shipping amount paid at checkout, you may be contacted after you have placed an order to cover the shortfall to proceed with dispatch. If you do not agree to cover the shortfall, we reserve the right to cancel your order and provide you with a full refund.

Remote or regional areas may incur extra costs for delivery. Alternatively, some areas are excluded from standard delivery if it is not covered by our couriers.
Please contact us if you have any questions about your shipping address before placing your order or alternatively we will contact you if your shipping address is undeliverable.

Additional shipping fees can apply for special requirements or requests including two-person delivery jobs, multi-level or high rise buildings or deliveries involving stairs or lifts. In some cases these circumstances can cause failed deliveries. Please contact us prior to placing an order.

We do not cover any redirection or other delivery costs that occur due to incorrect, incomplete or unaccessible delivery addresses provided for the order or any other reason to cause failed delivery.

Order cancellations and alterations

After you have placed your order, shipping address or order details generally cannot be changed as our warehouse will process your order for dispatch as soon as possible. Please make your order carefully as we do not cover any fees incurred as a result of redirection, redelivery or failed delivery. Note that while your order may be showing as an undispatched status, the goods may have physically left our warehouse prior to the tracking number being updated for the order.

Parcel Locker, Parcel Collect, ParcelPoint, PO Box, Locker Bag or Mail delivery centre or any other non-street addresses may not be accepted depending on the size of item(s) ordered or delivery suburb provided for the order. You may be contacted and required to provide a street address to enable delivery. Should you refuse or fail to provide a street address for delivery, this may result in a failed delivery and your order being sent back to our warehouse.

Please contact our customer service team at shop@salesbay.com.au if you have any issues with entering your shipping address for your order.


Delivery to multi-floor buildings

Unfortunately, our couriers do not deliver past the ground floor entrance of any building. Extra charges may apply for apartment buildings, high-rise buildings or rear access town houses - please contact us prior to making your order.

Large item orders

If you place an order for a large item, you must provide a contactable phone/mobile number, a viable street address for delivery.

The street address must provide parking or a loading area nearby to enable delivery.

Generally, larger items are undeliverable to any of the following: Parcel Locker, Parcel Collect, ParcelPoint, PO Box, Locker Bag or Mail delivery centre or any other non-street address. It is recommended that you provide a street address for any order(s) of large items to minimise dispatch delays or order cancellations.

Assistance may be required with unloading and carrying goods so please arrange for able-bodied person(s) to be available on the day of delivery. In some circumstances, couriers may be unable to deliver goods to your door if it is not at the ground floor or stairs present.

If you are unable to provide assistance or arrange for someone to assist our courier, you must advise us prior to placing an order as additional shipping fees may apply for us to arrange a two-person delivery team with our courier.

Failure to do so may result in a failed delivery and your order being sent back to us. We do not cover any “return to sender” fees incurred. “Return to sender” fees are required to be reimbursed to us before we can proceed with rebooking delivery. Alternatively, if the failed delivery proceeds to cancellation of an order, all delivery fees incurred as a result of the failed delivery will be deducted from the total amount to be refunded.

Contactless delivery

In light of COVID-19, Australia Post and other courier services no longer require a signature on delivery and may safely drop your parcel to make a contactless ground floor delivery.

Failed or missed deliveries

A failed delivery may occur for a number of reasons. For example, you provided a non-existent address, no one was present or contactable, or you refused or failed to provide a street address for delivery upon being contacted by us. Our couriers charge for all failed deliveries (including “return to sender” fees) and re-deliveries and you agree to be responsible to cover any costs related to failed deliveries and re-deliveries.

Non-delivery claims

If your order is not delivered within 12 business days after dispatch date, please contact us so we can assist with lodging a courier enquiry for your consignment.

Please note that non-delivery claims must be alerted to us within 15 business days from your order date at the latest to enable courier investigations into your consignment.

We are not liable to any losses that occur due to loss or theft after delivery is completed by the courier.

Checking items upon delivery

You must check all items upon receipt. Should there be any issues, please take photographic evidence to assist your claims, inform the delivery person immediately and report the issues to us as soon as possible, ideally on the date of delivery. Any damaged or missing claims will not be accepted if reported after 3 business days of receiving your delivery.

If you have received the incorrect item due to shipping error, please let us know as soon as possible, ideally on the date of delivery. We will offer to arrange for the return of the incorrectly shipped item and to send you the correct item as soon as practicable.

Contactless pickup

Please contact us prior to making an order for contactless pickup as internal policies may change from time to time. Once order is placed, please contact us to arrange a time to collect your order during business hours.

If you are unable to provide confirmation of your order or have arrived without prior appointment, Salesbay team members reserve the right to reject or postpone your pick up.

If the item is in stock, please arrange with us to pick up your order within 7 days from the order date.

Right to cancel order

We reserve the right to refuse and cancel your order for any reason whatsoever. In the event this occurs, we will notify you and provide you with a full refund.