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

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