Delivery | Retravision
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Delivery

Retravision Character

Pickup Information

Click & Collect information can be found on this page.

Delivery Information

Retravision provides delivery services to the majority of Australia, however, the type of services and the cost will vary dependent on a number of factors.

  • Where the stock is coming from (warehouse).

  • Where you are located.

  • The size of the package(s) being delivered.

In our Retravision delivery service areas

For Larger Items (generally anything > 25kg)

Retravision offers in Home Delivery Services to selected areas within Western Australia, South Australia, Northern Territory, Victoria, New South Wales, and Queensland.

For Smaller Items (generally anything < 25kg)

Retravision partners with a number of courier services. A dynamic delivery quote can be obtained by entering your postcode/suburb on the product page, or in the checkout.

For All Items

For areas that we are unable to service via our in-home delivery service, we attempt to provide a courier/post option.

Home Delivery Services

You can obtain pricing and information on available delivery services by entering your postcode/suburb on the product page, or at checkout.

Our affiliated transport company will make contact with you to arrange a suitable delivery day and time window, while a precise time is not guaranteed, we will provide you with one of the following.

  • A text message/call 30 minutes prior to your delivery.

  • A tracking link, so you can live-track the progress of your delivery.

Timeframes

If a delivery timeframe is not provided at the time of checkout, the following guidelines generally apply.

  • If items are in stock, Home Delivery services are normally completed between 1 - 3 Business Days which is a fair estimate based on an average of delivery times.

  • If there are any delays, such as warehouse transfer delays, then we will notify you at time of booking your delivery.

Retravision Delivery Service (Selected Areas in WA)

  • Delivery to the address nominated at checkout.

  • Locating the appliance to the appropriate room where practically possible.

  • Unpacking and taking away the packaging.

All other states (subject to availability)

Retravision Bronze Delivery

  • Delivery to the address nominated at checkout.

  • Locating the appliance to the appropriate room where practically possible.

Retravision Silver Delivery

  • Delivery to the address nominated at checkout.

  • Locating the appliance to the appropriate room where practically possible.

  • Unpack and taking away the packaging.

Retravision Gold Delivery

  • Delivery to the address nominated at checkout.

  • Unpack and taking away the packaging.

  • Locating the appliance to the appropriate room/alcove where practically possible.

  • Taking away and disposal of the appliance that is being replaced.

* In NSW, QLD, and VIC, we are unable to attach anything to your plumbing/taps.

** Service does not include connecting/plumbing in water to refrigerators

Direct Delivery

  • Our Brand partners sometimes offer a direct from warehouse delivery service. Direct delivery will become an option at checkout if it's available.

  • The service offering varies and is mentioned in the product description. It can range from a simple drop-off, to a full installation.*

Courier Service (TNT Road/Air)

  • Courier services are deliver-to-door for standard residential deliveries.

  • Signature is required on delivery. Under Social Distancing protocols, your name may be taken/verified verbally to minimise physical contact.

  • If no one is present for the delivery, a calling card will be left. Re-Delivery may incur additional fees, alternatively, your parcel may be sent to the nearest collection point.

  • If one of more of your appliances is heavier than 32kg then it may be delivered on a pallet, in this instance it will be delivered to the edge of your premises not to door. Deliveries of items > 32kg to apartment complexes are to the ground floor only and you may require your own lifting equipment.

Australia Post

  • Packages less than 25kg are often delivered by Australia Post.

  • Signature is required on delivery. Under Social Distancing protocols, your name may be taken/verified verbally to minimise physical contact.

  • If you are not present for the delivery, then a calling card will be left, and your item will be available for pickup at the nearest collection point within 1 business day (weekday) of the delivery attempt.

How to prepare for your delivery

  • Make sure someone is home that is authorised to take delivery, we can't deliver unless someone is present.

  • Make sure any pets are secured during the delivery, we don't want fluffy escaping.

  • Ensure there is nothing obstructing our service personnel from delivering your appliance. It's a good idea to check/measure doorways for large appliances.

  • For deliveries where we are taking away an appliance, ensure it has been emptied of all its contents and cleaned.

  • Please make sure you notify our delivery service of the following prior to delivery - Difficult access, steep driveways, limited parking, stairs/elevators, flooring that is polished or damaged.

  • For appliances that attach to plumbing. Because in most cases we can't attach new appliances to your plumbing, it is a good idea to disconnect old appliances (if applicable) early and inspect your plumbing for leaks before attaching your new appliance.

Things we don't include unless stated in the service description

  • Any cabinetry works.

  • Any plumbing works.

  • Modifications to the appliance to allow it to fit in its location.

  • Locating your appliance to anywhere that is inaccessible via a standard freight trolley.

  • Locating your appliance on anywhere above ground floor.

Damages

We'd like to be able to say that everything we sell makes it to its destination without any hiccups, but sometimes, damages can occur during transit.

  • Retravision insures your order for loss or damage of the item(s) while it is in transit to its destination.

  • Where possible, please inspect your packaging and product (where possible) at time of delivery. Please notify the delivery driver and our staff on 1300 173 872 if you are unsatisfied with the condition your order has arrived in. Our team will work with you to find a suitable solution.

  • If you plan to store your order for a period of time before using/installing it, then we advise that you unpack, inspect then repack your item(s) before storing it. As we are unable to cover damages that occur after delivery.

Return Orders

  • We will arrange for the return of any items (subject to our returns policy).

  • If the return is related to an authorised change of mind, cancellation, or exchange then we will find the cheapest/safest way to return the product, the cost of return plus any applicable re-stock fee will be on-charged to you.

  • For any other returns (faulty, damaged, authorised warranty return) we will cover the cost of return to our nearest warehouse.

COVID-19 Protocols

Retravision takes the COVID-19 pandemic very seriously and has implemented the following changes to our delivery process.

All of our staff and contractors are required to follow strict hygiene protocols and will sanitise their equipment and hands before and after every delivery.

Our delivery drivers are required to ask the following questions:

  • Have you or anyone else in your household exhibited any cold like symptoms in the last 7 days?

  • Have you or anyone else in your household returned from overseas in the last 14 days?

  • Do you wish for our drivers to leave your parcel in a secure location on your property?

If the answer is YES to any of these questions, our delivery staff will not enter your property, and will leave your items in a secure location on your property. Photographic evidence and GPS tagging will be used to identify that the delivery has been completed.

Regardless of the answers to the questions above, we will not require a signature on delivery, nor will the driver be required to present you with any paperwork. This is to ensure that there is zero contact between you and our driver.

Availability

Products can sell very quickly. You may find that you look at an item and the next minute it’s gone! Once you’re at checkout we can generally be certain that the item will be available for you (subject to shipping requirements). If you checkout with an item that is order in, one of our representatives will be in touch with you to advise availability.

Last updated 11/21

General Delivery Questions

What time of the day could my delivery arrive?

Our delivery service operates Monday to Friday from 8am through to as late as 7pm.

In order to optimise our delivery process and service all of our customers, we are unable to provide you with a specific time of the day for your delivery. While a precise time is not guaranteed, we will provide you with one of the following.

  • A text message/call 30 minutes prior to your delivery.

  • A tracking link, so you can live-track the progress of your delivery.

What if it doesn't fit?

We attempt to provide you with dimensions on our catalogue. If you are unsure if a product will fit through your door or in the place you want to put it then please check your measurements against the dimensions we supply. If the product doesn’t fit then we will return your product and refund you, minus the cost of delivery providing that the product is not damaged, and its packaging is still intact. A restocking fee of 15% may apply if the packaging is not intact.

What if I’m not present for the delivery?

The original customer with valid photo identification (or that person's representative) must be present at the delivery address at time of delivery otherwise the delivery will be considered a failed attempt and you will need to arrange to reschedule the delivery (charges apply) or pick the items up at the original dispatch location.

What if my delivery details change?

Please phone or email customer service 48hrs before your scheduled delivery date. The contact details are provided on your invoice/receipt.

How much does re-delivery cost?

In most cases, re-delivery charges are charged at the same rate you paid for your original delivery. If the delivery is subsidised due to a promotion, then there will be a charge for re-delivery at the standard delivery rate for your zone.

If you wish to cancel your order due to a failed delivery, we will happily refund you the amount of the order minus delivery costs.

Last Updated - 11/21

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