Delivery Information & Conditions
We use a number of different methods and service providers to deliver your order. To ensure, as far as is possible, the safety and successful delivery of your order, we require that the delivery is signed for when the courier delivers to the nominated destination.
Our Delivery Target and Freight Charges
We aim to ensure your order leaves our warehouse within 24 hours of its receipt by our operators. Unfortunately, this time may occasionally increase, due to temporary stock deficiencies or other factors such as public holidays.
Delivery charges and the time the order takes to reach you, once it has left us, depends on your location, the service provider used and the type of goods you have purchased. All orders incur a freight charge, but domestic orders in excess of AUD$250 in value will incur a maximum of 50% of the normal freight charge, regardless of destination within Australia.
Monaro Models & Hobbies and Col Taylor Model Supplies reserve the right to select the most suitable freight method and service provider to ensure your goods arrive safely and on time.
ALL FREIGHT CHARGES FOR ITEMS TRANSPORTED VIA COURIERS WILL INCLUDE AN INSURANCE FEE TO ENSURE ADEQUATE COVER FOR THE ITEMS ORDERED. SEE BELOW (FREIGHT OPTIONS) FOR MORE DETAIL.
Please note that items greater than 1050mm in length cannot be shipped to Post Office Boxes. You must provide us with a street address for any order in excess of 1050mm in length. Because our carriers require a signature on delivery, this address must be one where someone will be present during business hours (9am – 5pm, Monday to Friday). Business addresses should be provided if residential addresses are not suitable.
Couriers – We may use a combination of couriers to ensure the most efficient delivery possible. We will insure all consignments, and there are online track and trace facilities available. At your request, we can issue our couriers with an ‘Authority to Leave’ which does not require a signature to be taken, and leaves the goods in a location on-site, nominated by you. If this option is chosen the insurance is invalidated, and, if any consignments are ‘lost’ after our carriers have recorded the parcels as ‘successfully delivered’ they are not covered by insurance.
Consignment Number Notification
All dispatched orders will generate an email advice automatically which is sent to the email address provided by the customer.
Monaro Models & Hobbies and Col Taylor Model Supplies currently ship to a number of different countries. There are, however, a number of conditions involved with fulfilling international orders. We require that international customers:
- provide an email address and respond to a secondary query requesting confirmation of delivery address and daytime contact details;
- acknowledge that you will accept liability for any customs duty payable on your order as it enters your country; and
- make payments by PayPal. Due to the increasing frequency of credit card fraud, we are unable to accept payment for international orders via credit card unless a verified trading history with us has been established.
Monaro Models & Hobbies and Col Taylor Model Supplies offer only one delivery method for international orders, and that is by our nominated international courier. For security reasons, we will only ship international orders to the customer’s billing address. We also reserve the right to cancel any international orders if the details provided do not meet the outlined conditions, or if there are any other irregularities regarding the order.
International – Duties and Taxes
All prices on our website include GST. The GST component will be deducted if the shipping address is outside of Australia. International deliveries may be subject to Customs duties and/or taxes, dependent on the value of the order. Payment of any duties/taxes is the responsibility of the customer. Monaro Models & Hobbies and Col Taylor Model Supplies and its suppliers accept no liability for any duties or taxes levied upon the arrival of the goods into the customer’s country. Each country has its own customs arrangements and charges, so please be aware of this when placing international orders.
How To Track Your Order
If your order is taking longer than expected, or, you want to find out when it will arrive, you can check its progress by using the information supplied by our courier at the time of purchase (see above ‘Consignment Number Notification’).
If your order is considerably overdue, please contact us on (02) 6239 3623 between 9am and 5pm (EST), Monday to Friday. You can also get in touch with us via email. Please remember to quote your order number when calling or emailing.
Missing or Damaged Shipments
On occasion, deliveries comprising more than one box may not be delivered concurrently. In these cases, please ensure that you sign only for the boxes actually received, and contact us immediately if the missing boxes are not delivered the following working day. Please also note that ground and air shipments can be assigned to separate trucks and may arrive at different times of the day.
Please ensure that all boxes in your order are present and undamaged prior to signing for delivery. Do not sign for boxes with exterior damage. If, at the time of delivery, it is apparent that your package has been damaged in transit, please REFUSE the delivery, as acceptance may invalidate any future insurance claims. If you have already accepted a package and then discover that it has been damaged, call us immediately.
If the box has been delivered without the driver obtaining your signature and is damaged externally, contact the courier before opening the package. The courier will need to inspect the box and verify any damage before a refund or replacement can occur.
If possible, please photograph all damage, including packaging. These photographs may form part of any claim made by us with our couriers. Please also save all paperwork and packing material with the damaged goods to provide further evidence for insurance claims.
Please do not return ‘damaged in transit’ merchandise yourself before contacting us. We will make arrangements for the collection of the damaged goods and make appropriate arrangements for any replacements to be shipped to you. Returning the goods yourself may jeopardize your claim and prevent you receiving credit for the return.
If you believe a shipment has been lost in transit please call us immediately with the order or invoice number and a list of the missing items. A search will be undertaken and enquiries will be made with the courier locate missing shipments. A claim number will be issued if the courier does not show delivery within 10 days of the scheduled delivery date. Credit will be issued for the missing merchandise when we obtain the claim number from the courier.
Should you receive merchandise that is missing a part please contact us. We will ensure that you are sent the part from our stock as appropriate. In accordance with a request from some of our manufacturers, we may direct the information or your call directly to the manufacturer.
If you receive defective merchandise please call us immediately for return instructions. In most cases we will accept returns and make adjustments, however some manufacturers prefer handling defects directly. Defects found after the product is in use usually fall under manufacturer warranty. We will be happy to help you determine which procedure is appropriate for you.