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.

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 a local post office. 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.

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.

Tracking information will be sent to you if applicable for you to follow delivery progress. Generally, high volumes of deliveries may extend transit time during busy periods.

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.

Shipping costs

Shipping fees 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. Insurance is not included and will attract additional charges based on the value of the product if separately requested and arranged with us.
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.

Shipping address for order

After you have placed your order, shipping address generally cannot be changed. If your order status is currently showing as “Unshipped”, we recommend you to contact us on (03) 9973 3130 during business hours for an urgent update to your shipping address. While we will do our best to update your address prior to dispatch, we do not guarantee the shipping address can be changed if your order has already been processed by our warehouse team.

After dispatch, we cannot change the delivery address and will not cover any fees incurred as a result of redirection, redelivery or failed delivery.
PO Boxes, Parcel Boxes, Mail Delivery Centres or any other non-street addresses may not be accepted depending on your 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 or call (03) 9973 3130 during business hours 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.

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 and also assist our courier in unloading and carrying your items to the ground floor entrance.
The street address must provide parking or a loading area nearby to enable delivery.

If you are unable to provide assistance or arrange for someone to assist our courier, you must advise us prior to placing an order or include this as a note in your 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 at your door to make a contactless delivery.

Failed or missed deliveries

A failed delivery may occur for many 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.

Lost, damaged or stolen items

We are not liable to any losses suffered by you in relation to items which have been lost, damaged or stolen during or after transit. If you contact us about not receiving your delivery after a standard delivery time frame has passed, we will check tracking information on your behalf and lodge an enquiry or investigation with the courier if required.

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.

Pick-up from our warehouse

We offer a convenient pickup service at our warehouse address in Thomastown and welcome you to visit our showroom to select and view items on display.
You may collect your order from our warehouse by appointment during business hours.

Please provide us with a copy of your order details upon attendance. 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 pick up your order within 7 days from the order date.

For pickup of large items, you may be asked to lend a helping hand if requested by Salesbay team members.

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.


Last updated: June 2020