Shipping policy

Shipping Policy 

BuildExcess is committed to providing a clear and efficient delivery process.
This policy outlines how orders are processed, shipped, and delivered.

By placing an order, you agree to the terms below.

  • You will receive an order confirmation email after purchase

  • Once dispatched, you will receive shipping confirmation and tracking (where available)

  • The phone number provided at checkout will be used by the freight carrier unless otherwise specified

  • Orders are typically processed and dispatched within 2–6 business days

  • Delivery timeframes vary depending on:

    • Location

    • Product size and weight

    • Freight carrier scheduling

1. Small Parcels (Boxes & Satchels)

  • Delivered via courier

  • May be left at the premises (Authority to Leave) unless otherwise requested

  • You must ensure:

    • Correct address details

    • Safe delivery access

2. Palletised & Oversized Freight

All large items are delivered under the following conditions:

  • Kerbside delivery only

  • No unloading upstair carrying into the backyard installation etc service is provided by the driver

Due to workplace health and safety regulations:

You must have a safe and suitable unloading method available, such as:

  • Forklift

  • Crane

  • Or sufficient manual labour for safe handling

No Safe Unloading Method Is Available

If your site cannot safely receive the goods:

  • Your order will be redirected to the nearest freight depot for collection

  • You will be notified with:

    • Depot location

    • Collection instructions

This is a mandatory safety requirement, not optional.

Depot Collection (Alternative Delivery Method)

For customers without unloading capability:

  • Orders can be delivered to a local freight depot

  • Collection must be completed within 3–5 business days

Requirements:

  • Valid photo ID

  • Order confirmation

Important:

  • Storage fees may apply if not collected on time

  • Once collected, all responsibility transfers to the customer

Additional charges may apply if:

  • Delivery cannot be completed due to site access issues

  • No safe unloading method is available

  • Re-delivery is required

  • Incorrect details were provided

  • No one onsite to take the delivery

These charges are passed on at cost from the carrier.

  • Ownership of goods remains with BuildExcess until paid in full

Risk transfers to the customer:

  • Upon delivery to the nominated address; or

  • Upon collection from depot or carrier

BuildExcess is not responsible for:

  • Delays caused by third-party carriers

  • Delivery issues due to site conditions

  • Unattended deliveries

  • Events outside reasonable control (weather, transport delays, etc.)

If your order arrives damaged:

  1. Inspect goods immediately upon delivery

  2. Take clear photos before handling

  3. Notify us within 24 hours at tracking@buildexcess.com

We will:

  • Assist with lodging a freight claim

  • Provide documentation where required

  • Work toward a resolution in line with Australian Consumer Law

Failure to report within this timeframe may impact claim eligibility.

All delivery timeframes are estimates only.

Delays may occur due to:

  • Freight network congestion

  • Weather or road conditions

  • Peak periods

BuildExcess will not be liable for delays outside of its control, however we will assist in tracking and resolution.

  • Shipping fees are non-refundable, except where required under Australian Consumer Law

  • This includes:

    • Change of mind

    • Failed delivery attempts

    • Return freight

    Conditions:

    • Return freight is at the customer’s cost

    • A restocking fee may apply

    • Returns must be approved prior to sending

    Available by prior arrangement only.

    Requirements:

    • Valid photo ID

    • Suitable vehicle for forklift loading

    BuildExcess reserves the right to refuse loading if unsafe.

    For all shipping enquiries:
    tracking@buildexcess.com

    By placing an order, you confirm that:

    • You understand delivery is kerbside only for large items

    • You accept responsibility for safe unloading

    • You agree to depot collection if safe unloading is not possible

    • You accept all shipping terms outlined above