Pickup & Delivery

Delivery Timeframe

The timeframe of order deliveries vary depending on the items you have ordered. Generally, Arova has very fast turnaround time in getting your order ready for collection by transport companies. However due to the COVID, many transport companies have increased orders and reduced processing capacity at the moment. As a result, you may expect longer delivery time during this period.

If you have ordered small items only, you can expect your order is processed and dispatched by our warehouse within the next two business day after we have received the full payment. However, if the items you ordered are over weight, bulky, fragile or requiring a pallet packaging, it may require extra time to prepare your order to ensure the package is road worthy or arrange a tailgate truck for pick up. In addition, if you have ordered special ordered items, you may expect longer time as we can only dispatch your order when the items delivered to our warehouse by our suppliers.

If you have ordered an item as Pre-Order or made-to-order, the standard time frame will not apply. This can be generally between 2-12 weeks or as agreed. The Estimated Time of Arrive (ETA) on the website is indicative only. It is correct at the time when we have placed the order with the supplier. However, the ETA can change without prior notice. We apologise that we will not be able to offer a definitive date for all pre ordered item as delays are quite common in international shipping at this stage. Please do not book your installers until you have received the items in good condition on site.

The standard delivery time frame is based on the assumption that you have ordered correct items, made full payment, have provided Arova a deliverable address and attend the delivery when required. For example, if you have supplied an incorrect address or a PO box for a bulky item, you will expect a delayed dispatching as our customer service team needs to contact you to confirm a deliverable address.

Delivery time will also vary depending on your location, the dispatching centres we use, the size and number of items, and the delivery schedules of the carrier. The estimated delivery times below 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 for small items that do not require being shipped on a pallet are:

Areas Delivery Time Frame    

Melbourne, Inner Victoria, Albury, Wodonga, Central Coast, Sydney, Adelaide - Metro Only

2-3 business days

ACT, QLD SE, NSW - Metro Only

3-4 business days

VIC Regional, Outer VIC, NSW Regional, TAS, SA (other than Adelaide)

3-5 business days

QLD (except Far North QLD), Perth

5-8 business days

Far North QLD, WA, NT

8-12 business days

 

Palletised goods with depot collection method generally require extra 3 business days for dispatch and delivery booking. All bulky or fragile items and over weight items will be packed on a pallet for shipping. This includes but not limited to vanities, bath tubs, toilet suites and any items weighs over the limited by OH&S requirement or can't be safely handled by one person. 

The destination depot will also need 1-3 business days to inspect the order prior to checking in to their system. The depot will contact you for collection when the package has been inspected and added to their system.

Please note, all depots offering depot collection order pickups are independent businesses and are not affiliated businesses of Arova. Therefore, all depots have different operating hours and the order collections will only be available during their operating hours. Most depots do not offer weekend or after hours order collection. Arova has no capacity to control the operating hours of each depot. If you wish to see the list of depots available, you may go to the page below. Please be advised that Arova takes no responsibility if the actual operating hours of a depot is different from the list below.
https://bigpost.com.au/Depots

Once your item arrives your local depot, you will have 1 week's time to collect your order. After one week, the depot may charge storage fees for up to $20 per day. 

Delivery Fees & Surcharges

Delivery costs vary between products and are calculated based on the size and weight, the cubic weight of your total order and destination.

A simple way to estimate what the delivery cost of your order would be is to select the items you want to buy, add them to the shopping cart and estimate the shipping cost on the cart page. For palletised goods that generally requires forklift operation when taking receipt of the delivery, we recommend that you choose 'Depot Collection'. Under this method, your order is shipped to a distribution company that is close to you and you collect the goods from them. In this way, you will not require forklift at your end while maintain the shipping cost low. However, please be advised that the depots are businesses independent from Arova and operated at their own business hours that are different from Arova's. They will not offer after-hour or weekend collections.

All home deliveries are made to ground floor only.  All drivers will not For a delivery to a multi story building the driver will not travel past the front door on the ground floor. For bulky or palletised orders, you will be liable to unload the goods from the delivery vehicle unless you have selected a delivery with tailgated truck. For a tailgated truck delivery, the truck will only be able to unload the pallet where they have access. And the driver will not unload items from the pallet for you.

Further charges will be applicable in the following situations and you agree that Arova pass on these charges to you:

  • A tailgate truck or 2 men delivery required - this will be the actual surcharge invoice from the transport company, it is estimated to be around $275.
  • Re-delivery or changes to delivery address after job booked with a courier company - this will incur a surcharge of $35 for small items and $165 for palletised items.
  • The driver attempted delivery without success due to incorrect/ insufficient address, your non attendance, unable to access the premise, and etc - this will incur a 'Futile Delivery' charge of $165 for palletised goods and $35 for small goods.

Changes to Orders & Delivery Address

Arova assumes all information supplied to us in your order is correct and therefore takes no responsibilities in verifying your delivery address or information supplied to us in your order.

For deliveries to a residential address, please leave your First and Last name. Please do NOT leave a business name. Please be advised that a commercial address defined by freight carriers as commercial sites, typically those address zoned as commercial real estate. A business operated from a residential address will not change the nature of the address being residential.

Small items, typically those can be fitted into a 3kg satchel may be delivered by Australia Post. Most other items are dispatched by a freight or courier company including TNT, CouriersPlease, Toll Express. Within Melbourne Metro areas, we may also deliver with Civic Transport. As a result, we will not be able to deliver items to a PO Box or a Parcel Locker for most orders. If you prefer a PO box for the delivery, please ensure an an alternative street address is entered for delivery.

We aim to dispatch your order as quickly as possible and has very quick turn around time frame for order dispatching. As such, changes to your order or delivery information after an order is placed will be generally considered invalid.

Our website allows you to review your order and delivery information before you hit the Submit button to place your order. Please utilise this section to check the information you have entered. If you have any concerns at the time of the order, please use the 'Order Comments' section to ask our staff to hold your order until we receive your confirmation. Otherwise, you order will be dispatched without unnecessary delays.

We can not accept “Authority to Leave (ATL)” for delivery to units and apartments. ATL deliveries are at customer's own risk and Arova will not take any responsibilities for item lost or damages after delivery under ATL. All insurance will be voided under ATL delivery.

If you do need to change your order or delivery information afterwards, please call us during our business hours and ensure our staff is aware and has agreed to your request of change in the communications. 

Our staff will try our best to accommodate your request of changes. However, we can not guarantee your request of changes can be acted in a timely manner. In most cases, the change of orders or information when an order is dispatched will incur an additional charge from the delivery company.

Order Dispatching & Tracking  

Most items are in inventory and are ready for dispatch from our warehouses in Melbourne. A small portion of items need to be ordered from a distributors or a supplier. This will require 3-5 business days of handling time. Your order will be dispatched when the stock is received. Alternatively we may choose to dispatch some items in your order directly from our suppliers.

Once your order leaves our warehouse, you will receive an email with all relevant information detailing the dispatch date and your consignment note number. The email may be sent from Arova or directly from our delivery partner. Our website has a link to track the progress of your delivery. Unfortunately, we are not able to send notifications when you order is being reviewed and prepared by us.

We use Australia Post, Couriers Please, TNT make deliveries.The choice of carrier is based on the size and items in your order, delivery time frame to your area and service availability.

For deliveries by Australia Post, we strongly recommend that you register with MyPost to receive timely delivery notifications through text messages or emails. You will also be available to manage your delivery options in MyPost. If you are available to sign for the delivery, the driver may return it back to a local post office or delivery centre for your collection.

Deliveries by freight or courier companies will require your attendance and signature at delivery. If you are not home, the delivery driver will leave a card and it is your responsibility to collect the goods or arrange a re-delivery. And you agree that Arova pass on to you any cost arising from an unsuccessful delivery or re delivery.

All deliveries will occur Monday - Friday between 8:00am - 6:00pm. Unfortunately, we are unable to provide specific delivery time to Australia Post or the courier companies. With Melbourne wide deliveries by Civic Transport, we will give you a call to advise an ETA of delivery when the driver collects the goods. Please allow a minimum of 2 hour window for delivery within Melbourne.However, we do not guarantee you items will be delivered within your requested delivery window. It is up to the driver's capacity to delivery within the requested timeframe and additional charges may apply.

Please be advised that as a standard practice, the delivery drivers may not call you prior to delivery. Most carriers are we use are volume carriers and therefore for hundreds of items to deliver every day, it is impossible for the driver to make a call. In addition, the driver will not be able re-direct your delivery to another location if you are not available to attend the delivery.

Delivery Insurance

Shipping protection insurance is available for all delivery orders at a cost of $4.90 per $100 spent.

All fragile items are inspected in our warehouse prior to being dispatched. Delivery orders do not come standard with shipping insurance. Shipping insurance is optional and recommended. If you take up the shipping protection insurance, parts or complete product will be supplied free of charge if they arrive damaged in transit. If it is not selected we will not be able to supply free replacements for damage that has occurred in transit. If you choose not to take up this optional freight protection and the items arrive damaged, please be aware that there is no insurance on them.

What is covered?

Shipping insurance covers damages or loss occurred during transit from our warehouse to your designated delivery address. This includes accidental damage, damage from mishandling and damage occurring at time of delivery, and lost or stolen items.

Damage in Transit – Making a claim

All deliveries must be checked upon receiving. Claims arising from damage in transit must be received in writing no later than 72 hours (3 days) after receiving the delivery. Attach photos/videos where possible. And Delivery insurance was selected at time of purchase. Claims failing to meet these conditions will be rejected.

What is not covered?
Damages to products, lost or stolen items that did not occur during transit from our warehouse to your delivery address will be rejected. Claims on damages in transit outside the 72 hour timeframe will be rejected. Visible damages to products after installation will be rejected.

 

Order Pickup

Arova offers pickup from our warehouses in Melbourne. Our pick up address is:

14 Latitude Blvd, Thomastown, VIC 3074
85 Proximity Drive, Sunshine West VIC 3020
77-79 Glenvale Cres, Mulgrave VIC 3170

Our warehouses are open for order pick up and deliveries between 9am to 4.30pm Monday to Friday only. At this stage, we don't have order collections on weekends.

Tel: 03 8459 1060

You simply need to select 'Pick Up' as your delivery method in the shopping cart. Please contact us to book a pickup time before coming and bring your photo ID & order number when you arrive to pick up your order.

If you send someone else to pick up your order, we will also take their personal information, such as Drivers License Number and their address.

We do not have the space in our warehouse to hold orders so once an order is complete it will need to be picked up as soon as possible. We understand that this may not be ideal but part of the reason that we can offer such great prices on our range is that we keep the cost of running the business low through such measures. 

Damaged Goods

As soon as practical, inspect the goods your delivered or collected from our warehouses or depots. We will not warrant any claims on damages of fragile items 3 business days after these goods have been received.

The items are exempted from claims include:

  • Mirrors and shaving cabinets
  • Toilets, Bidets & accessories
  • Vanities, storage cabinets and tallboys
  • Bath tubs
  • Basins and any ceramic or porcelain products
  • Kitchen and laundry sinks and cabinets
  • Shower bases
  • Shower screens
  • Accessories with glass, ceramic or any component being fragile in nature