1. When will my order be dispatched? Your order will be dispatched within 1-2 business days. During peak times there may be delays. Our distribution centre is located in Wollongong, NSW, and is closed on weekends and public holidays. 2. How long does delivery take? In general, after leaving our warehouse, shipping will take 1-6 days to major cities across Australia, depending on your location. Regional and rural areas may take longer as 3rd party contractors may be engaged for the delivery. Please note that 98% of deliveries are completed on time. Your delivery may be delayed due to unexpected volume increases or other delays outside of our control. For larger items or multiple pallets, we use the Main Freight Express service which may take 1-2 days longer. 3. How can I track my order? Once we have packed and dispatched your order, we will send you a confirmation email with a courier information and tracking number. Note: Tracking details may need some time to appear. If tracking information does not appear initially, please come back later and check again. 4. Can I change my delivery address after my order has been placed? Unfortunately we cannot change your delivery address after you have been charged. Please carefully check over your order and shipping information before completing your order. 5. What services are not included in my shipping cost? - Change of address - Remote delivery - Hand off load - Re-delivery - Failure to pick up of your order from your nearest depot within 48 hours - Crane delivery - Delivery inside premises. All deliveries are kerbside / or where accessible, to door only 6. What is a tailgate service? Tailgate service is offered for bulky or overweight orders and where no off-loading facilities are available (i.e. forklift or loading dock). If a tailgate service is required, we may request additional information. Additional information for tailgate services: Tailgate trucks are only designed to deliver to a large open area with at least 8m clearance. The maximum length of a pallet that can be tailgated is 2.3m. Pallets requiring a crane offload e.g. Boxing rings and MMA cages – will need at least 11m clearance. If your business or residence falls within any of the below issues – your delivery will be void and sent back to the nearest servicing depot – extra fees will apply. - Steep driveways - Narrow roads (permitting trucks to enter) - Main road for delivery is a clearway or is signed as a no stopping zone - Less than 8m clearance for tailgate trucks - Less than 11m clearance for Crane assisted deliveries - Closed during 9am-5pm weekday - If there are no receivers to sign and assist. If the shipment is damaged, you and the driver must acknowledge this on the consignment note. You are responsible for checking the breakdown and quantity of items on pallets. Pallets are only delivered to large ground floor loading areas. 7. How will I know when my order is on the way? Once you receive your tracking number, you can login to the freight company's website and elect to receive email notifications where available. Please note that tracking details may need some time to appear. 8. Will I have to sign for delivery? Unless you are receiving a palleted shipment, you do not need to sign for your delivery. By placing an order with SMAI, you provide authority from you to delivery the goods without signature on delivery, SMAI and the courier release all responsibility and liability for any loss or damages that may occur after delivery. 9. What if my goods arrive damaged? We make all efforts to ensure that the goods are shipped in sufficient packaging as to not get damaged in transit, however, should you receive a damaged parcel, you must contact us within 48 hours to report the damage. 10. What is SMAI not liable/responsible for? SMAI is not liable/responsible for (but not limited to) the following: - Delays - Loss that can occur in transit and delivery - Local disruptions - Weather - Accidents - Location - Authorization of your goods to be left without a signature (risking your delivery to arrive damaged in transit without knowing, exposed to possible theft or if the driver feels it is unsafe to leave as instructed meaning your goods will be taken back to the nearest depot to collect) - Inadequate off-loading facilities - Inaccessible areas - Estimated time of arrivals 11. Do you deliver to PO Boxes, Military addresses or parcel lockers? No, we do not. 12. Can my order be delivered to a depot? No, shipping addresses cannot be a depot, unless you live in a remote area.