Shipping Policy

1. OVERVIEW

Big Fish Kayaks use a range of shipping carriers so to provide the most cost effective shipping costs. The shipping costs are calculated by your shipping address and your product weight and size (ie bulky or non-bulky goods).

At Big Fish Kayaks we don't rely on the automatically generated costs to determine final shipping and delivery charges.

We review every order to make sure the most cost effective shipping method is selected to suit your needs.

Bulky goods such as kayaks, certain kayak accessories can in some instances attract higher shipping costs particularly when transported to regional area or longer distances.

To aid in providing a successful delivery of your goods, please ensure that you:

a)     Provide a contact number that will be provided to the courier

b)     Include an email address so we can keep in contact, provide your receipt and delivery tracking number where applicable

c)     Have someone available to recieve the delivery to either a residential or commercial address.

d)     Confirm if you require an unattended delivery.

e)     Be aware of the freight companies policies and any additional charges applicable due to redelivery etc.

2. TURNAROUND

All orders will be dispatched within 1-2 days of payment clearance.

Once dispatched, delivery takes between 2-14 working days, depending on geographic location.

Please note that these delivery timeframes exclude items purchased over weekends or on public holidays.

3. SHIPPING CARRIERS

Big Fish Kayaks use the following selection of carriers to deliver our products:

a) Shipping carriers for non bulky/standard sized items

(i) Australia Post

(ii) Mailman by Officeworks

(iii) Other carriers maybe used at the discretion of Big Fish Kayaks.

b) Shipping carriers For Bulky/Oversized Items

(i) Hunter Express

(ii) e-Go Couriers

(iii) Other carriers maybe used at the discretion of Big Fish Kayaks.

4. SHIPPING METHODS

a) Shipping methods for non bulky/standard sized items

Non-Bulky/Standard sized items include kayak accessories and fishing gear less than 5kg.

Available shipping methods include:

(i) Pick-up

Pick-up is not available.

(ii) Delivery to postal box

Our products cannot be delivered to a postal box and must be a physical address.

(iii) Same day delivery

Same day delivery is not available.

(iv) Delivery to residential address

Please be aware that our products cannot be delivered to a post office box and must be a physical address.

As with courier protocols, a person must be available upon delivery of products OR should you wish to have the delivered to an un-attended address you must sign a declaration form that allows your products to be left.

Big Fish Kayaks and the courier company

(v) Delivery to commercial premises

Please be aware that our products cannot be delivered to a post office box and must be a physical address.

As with courier protocols, a person must be available upon delivery of products OR should you wish to have the delivered to an un-attended address you must sign a declaration form that allows your products to be left.

If your company name is not provided, this may result in a delay in you receiving your purchase.

(vi) Delivery to depot

Depot delivery is not available.

b) Shipping methods for bulky/oversized items

Bulky/Standard sized items include recreational and kayak packages and kayak accessories greater than 5kg.

Available shipping methods include:

(i) Pick-up:

Pick-up is not available.

(ii) Delivery to postal box

Our products cannot be delivered to a postal box and must be a physical address.

(iii) Same day delivery

Same day delivery is not available.

(iv) Delivery to residential address

You will receive either an e-mail, SMS text message or telephone call advising of the delivery date and delivery time frame window for your product.

Where applicable you will also be sent a tracking number.

In the event that the receiver is not home, the driver will follow the instructions provided by you during the booking process.

If you elected to have the driver leave the consignment in a safe spot, he will do so, but you must sign a declaration form that allows your products to be left.

If it's not safe to do so, or if you elected for the consignment not to be left if no one is available to receive it, then the driver will leave a card with a phone number on it and return the consignment to the nearest depot to be held in safe keeping.

When the receiver arrives home, they need to then call the number on the card and request the freight be redelivered at a convenient time.

The cost for this is shown in the booking process.

The receiver can also collect their consignment from the depot if convenient.

Big Fish Kayaks and the courier company will not be held responsible for any loss/damage occurred for an unattended delivery.

Big Fish Kayaks is not responsible for any additional shipping charges occurred.

(v) Delivery to commercial premises

The shipping company prefers to deliver your goods to a daytime delivery address, in other words, a business address.

The shipping company delivers any time during the hours of 9am to 5pm weekdays, excluding public holidays.

Where possible we would prefer to deliver to a business address, as that way there will most likely have no issues in finding the receiver.

Don't forget, even if the receiver of your goods is a private individual, it's quite OK to have the consignment addressed to the place where they work, provided that receiving it won't be an inconvenience to the business conducted there and suitable parking/access is available for unloading etc.

You will receive either an e-mail, SMS text message or telephone call advising of the delivery date and delivery time frame window for your product.

Where applicable you will also be sent a tracking number.

If you elected to have the driver leave the consignment, he will do so, but you must sign a declaration form that allows your products to be left.

If for some reason it is not possible to deliver the consignment, then the driver will leave a card with a phone number on it and return the consignment to the nearest depot to be held in safe keeping.

The receiver will need to then call the number on the card and request the freight be redelivered at a convenient time.

The cost for this is shown in the booking process.

The receiver can also collect their consignment from the depot if convenient.

Big Fish Kayaks and the courier company will not be held responsible for any loss/damage occurred for an unattended delivery

Big Fish Kayaks is not responsible for any additional shipping charges occurred.

(vi) Delivery to depot

All orders being shipped to one of the following selected depot and will be dispatched via Hunter Express.

Depot	Suburb	Postcode	State
BRISBANE	PINKENBA	4008	QLD
GOLD COAST	ARUNDEL	4214	QLD
IPSWICH	WEST IPSWICH	4305	QLD
TOOWOOMBA	TOOWOOMBA	4350	QLD
SUNSHINE COAST	KUNDA PARK	4556	QLD
MARYBOROUGH	MARYBOROUGH	4650	QLD
BUNDABERG	BUNDABERG	4670	QLD
GLADSTONE	SOUTH GLADSTONE	4680	QLD
MACKAY	PAGET	4740	QLD
TOWNSVILLE	GARBUTT	4814	QLD
CAIRNS	CAIRNS	4870	QLD
SYDNEY	VILLAWOOD	2163	NSW
SYDNEY	TAREN POINT	2229	NSW
GOSFORD	BERKELEY VALE	2261	NSW
NEWCASTLE	THORNTON	2322	NSW
SINGLETON	SINGLETON	2330	NSW
MUSWELLBROOK	MUSWELLBROOK	2333	NSW
TAMWORTH	TAMINDA	2340	NSW
ARMIDALE	ARMIDALE	2350	NSW
INVERELL	INVERELL	2360	NSW
GLEN INNES	GLEN INNES	2370	NSW
GUNNEDAH	GUNNEDAH	2380	NSW
NARRABRI	NARRABRI	2390	NSW
MOREE	MOREE	2400	NSW
TAREE	CHATHAM	2430	NSW
PORT MACQUARIE	PORT MACQUARIE	2444	NSW
COFFS HARBOUR	TOORMINA	2452	NSW
SOUTH GRAFTON	SOUTH GRAFTON	2460	NSW
LISMORE	SOUTH LISMORE	2480	NSW
WOLLONGONG	UNANDERRA	2526	NSW
NOWRA	SOUTH NOWRA	2541	NSW
GOULBURN	GOULBURN	2580	NSW
ALBURY	ALBURY	2640	NSW
WAGGA WAGGA	WAGGA WAGGA	2650	NSW
BATHURST		2790	NSW
ORANGE	ORANGE	2800	NSW
DUBBO	DUBBO	2830	NSW
CANBERRA	MITCHELL	2911	NSW
MELBOURNE	CBD MELBOURNE	3000	VIC
MELBOURNE	CAMPBELLFIELD	3061	VIC
MELBOURNE	DANDENONG SOUTH	3175	VIC
GEELONG	NORTH GEELONG	3215	VIC
BALLARAT	MITCHELL PARK	3355	VIC
HORSHAM	HORSHAM	3400	VIC
GISBORNE	NEW GISBORNE	3438	VIC
MILDURA	MILDURA	3500	VIC
EAST BENDIGO	EAST BENDIGO	3550	VIC
SHEPPARTON EAST	SHEPPARTON EAST	3631	VIC
DARWIN	WINNELLIE	820	NT
ALICE SPRINGS	ALICE SPRINGS	870	NT
ADELAIDE	KIDMAN PARK	5025	SA
MOUNT GAMBIER	MOUNT GAMBIER	5290	SA
BERRI	BERRI	5343	SA
CLARE	CLARE	5453	SA
PORT PIRIE	PORT PIRIE	5540	SA
KADINA	KADINA	5554	SA
WHYALLA	WHYALLA	5600	SA
PORT LINCOLN	PORT LINCOLN	5606	SA
PORT AUGUSTA	PORT AUGUSTA	5700	SA
PERTH	WELSHPOOL	6106	WA
KALGOORLIE	WEST KALGOORLIE	6430	WA
CARNARVON	CARNARVON	6701	WA
KARRATHA	KARRATHA	6714	WA
PORT HEDLAND	PORT HEDLAND	6721	WA
BROOME	BROOME	6725	WA
KUNUNURRA	KUNUNURRA	6743	WA
TOM PRICE	TOM PRICE	6751	WA
NEWMAN	NEWMAN	6753	WA
HOBART	GLENORCHY	7010	TAS
LAUNCESTON	BREADALBANE	7258	TAS
EVONPORT	EAST DEVONPORT	7310	TAS

Things to note if you are receiving goods from our shipping carriers depots as follows:

- Most depots are open between 8am and 6pm weekdays.

- Some country depots may have restricted hours, especially their closing time.

- The shipping company generally prefers pick-up between 10am and 4pm weekdays.

- If you need to confirm a time outside of this time window, please call the nominated freight provider.

- Where a consignment is to be picked up from a depot, the freight provider will call the receiver when the consignment is available for collection. 

- The full address for the locations will appear in the booking process. 

- Bring identification for collection.

5.SHIPPING CARRIER CONTACTS

Each of our nominated shipping carriers have their own policies that they enforce regarding the delivery of goods.

Big Fish Kayaks cannot take responsibility for their policies or any changes that may occur.

We recommend you review these policies to ensure you understand their delivery requirements and acceptable charges that maybe payable by you to for redeeming products that may, for example, be stored.

If you have any concerns, please contact us and we will assist you with your delivery enquiries where possible.

6. SHIPPING CARRIERS CONTACTS

(i) Australia Post

Phone:        13 76 78

www:          www.auspost.com.au

(ii) Mailman by Officeworks

Phone:        1300 OFFICE (633 423)

www:          www.officeworks.com.au

(iii) Hunter Express

Phone:        13 22 52

www:          www.hunterexpress.com.au  

(iv) e-Go Couriers

www:          www.e-go.com.au

7. ORDER TRACKING

If a tracking number is provided by the shipping carrier, we will provide you with the tracking information.

Please note that some orders using Australia Post may not have tracking numbers.

8. SHIPPING RATES

The rate charged for the shipping of your order is based on the weight of your products, and your location.

Before the final checkout page you will be advised what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.

Non-Bulky items (excludes kayaks and large kayak accessories) and provide:

1. Flat rate shipping;

2. Orders over $100.00 include free shipping.

Bulky items

During the checkout process a shipping estimate will be automatically generatted.

Prior to processing the funds we will review your shipping costs to obtain the best price.  

We will then manually adjust this amount and issue an updated invoice.

On confirmation of the revised invoice, the payment will then be processed. 

9. BACK ORDERS 

If an item goes on back order we will ship you the part of your order that is in stock.

When the item becomes available we will ship you the rest of your order.

You will not be charged any additional shipping and handling.

 

Revised_9/10/15