Last Updated: 20/05/2025
1. Shipping Methods & Carriers
1.1 Courier Selection
We use a mix of courier partners depending on the size and destination of the order. Our courier partners are selected based on their reliability and ability to meet our delivery standards. All couriers comply with relevant consumer protection regulations, including the Australian Consumer Law (ACL), ensuring timely and safe delivery.
1.2 Shipping Cost Estimations
Shipping costs are calculated based on size, weight, and location. These will be displayed at checkout. While 95% accurate, estimations may occasionally misquote remote areas or unusual freight. In such cases, we will contact you to discuss options and may request additional payment if necessary. We’ll always aim to cover part of any gap to minimise cost to the customer.
If the shipping cost exceeds the original estimate, you are entitled to cancel your order for a full refund. However, if the customer is unwilling to pay the additional freight charges, we reserve the right to cancel the order and issue a full refund.
2. Dispatch & Delivery Timeframes
2.1 Dispatch Time
Orders are usually dispatched within 2 business days of confirmation. Dispatch times are estimated and subject to stock availability. Any delays will be communicated to you promptly. Should any significant delay occur, you have the right to request a full refund or alternate solution.
2.2 Standard Delivery Times
Metro areas: 5–7 business days
Regional/remote areas: 7–14 business days
Delivery times may vary due to factors beyond our control, such as third-party courier delays. If there are significant delays, we will inform you as soon as possible. Should the delivery exceed 30 days from the dispatch date, you are entitled to cancel the order for a full refund.
2.3 Pre-Orders & Custom Products
Estimated lead times for pre-orders are clearly stated on product pages. Pre-order items are eligible for cancellation and refund if delays exceed 30 days from the estimated timeframe. Pre-orders are covered by consumer guarantees under the Australian Consumer Law, and if a product does not meet these guarantees, you are entitled to a remedy such as a replacement or refund.
3. Large Item Handling
3.1 Oversized Freight Conditions
Items like multi-door kegerators, arcade machines, pool tables, pinball machines, and 3-door fridges:
– May require palletised freight
– May require delivery to a business address with forklift access or depot collection
Items shipped using palletised freight or requiring special delivery conditions are still covered by consumer guarantees under the ACL. You are entitled to a remedy if the product fails to meet consumer guarantees, regardless of delivery conditions.
3.2 Residential Deliveries
Home deliveries are delivered to door / curb-side (depending on dwelling). If you require extra coordination (e.g., inside the home, stairs, narrow driveways, or remote locations), please consult our team as extra fees may apply. Additional fees for special delivery requirements will be clearly communicated before checkout, and you will be asked to approve any additional charges.
3.3 Installation Services
Installation is not included in standard freight. If you have purchased installation (e.g. for pool tables), our team will coordinate delivery and install separately. Installation services are subject to availability, and all installations will be completed by qualified professionals. If any issues arise due to faulty installation, we will work with you to resolve the matter, including providing a remedy in line with the ACL.
4. Delays & Missing Scans
4.1 Lost or Unscanned Parcels
If a parcel has no scan activity for 10 business days, we will initiate a full investigation and can offer a replacement or refund based on the result. In case of delays caused by the courier, or if the item is faulty or damaged, your consumer rights under the Australian Consumer Law apply.
4.2 Split Deliveries
Some large items (e.g. pool tables) are shipped in multiple boxes which may arrive separately. Investigations will begin only after 2 business days from the first delivery and 10 business days since the last tracking scan. In case of split deliveries, your consumer rights under the Australian Consumer Law apply, including rights to a replacement or refund if the items do not arrive or meet the description.
5. Shipping Areas
5.1 Australia-Wide Shipping
We deliver to all major cities and regional areas within Australia.
5.2 International Shipping
We do not currently offer international shipping directly from our website. Overseas customers may contact us directly to organise international freight or discuss bulk stock redistribution.
6. Signature on Delivery
6.1 Signature Requirement
Some items will require a signature on delivery. We recommend shipping to an address where someone is present during the day. If a delivery is missed, a re-delivery fee may apply depending on the carrier.
6.2 Authority to Leave (ATL)
If ATL is selected, the customer accepts full responsibility for loss or theft after the parcel is left unattended. We advise against selecting ATL for high-value or sensitive items. If ATL is selected, you agree to bear full responsibility for the parcel once it is left at the address.
7. Risk & Responsibility
7.1 Transfer of Risk
Risk transfers to the customer 24 hours after delivery is marked complete. We recommend inspecting your goods promptly upon receipt, and any damage should be reported as soon as possible. Any damage or claim must be reported within a reasonable timeframe. ACL guarantees apply regardless of this timeframe.
7.2 Incorrect or Inaccessible Delivery Locations
Customers must ensure accurate delivery instructions and accessible drop-off points. Extra charges may apply for failed deliveries, re-delivery attempts, or limited access (e.g. stairs, locked gates). Extra charges for failed deliveries or limited access will be communicated before checkout, and you must approve any additional costs.
8. Shipping Discrepancies & Customer Support
8.1 Out-of-Stock or Unexpected Delays
If an item is unavailable or delayed, we will notify you within 2 business days and offer alternatives or a full refund.
8.2 Website Shipping Errors
In rare instances where an error causes inaccurate shipping charges or product availability issues, we reserve the right to contact you with a corrected quote or offer a full refund. We will not charge you more than the original order amount without your consent.
8.3 Delay Notifications
Major disruptions will be communicated via our homepage or email updates.
9. Policy Changes
This shipping policy may be updated at any time. Please refer to this page for the most recent version prior to ordering.
10. Contact Us
For help with shipping, tracking, or freight-specific concerns, contact us at info@pinballmachinesaleaustralia.com.
Summary of Key Legal Adjustments:
- Clarified delivery timeframes and shipping costs, ensuring they are not misleading or over-promised.
- Addressed third-party courier delays with clear consumer rights regarding faulty goods or delays, in line with ACL.
- Specified re-delivery and extra coordination fees so customers are informed in advance, preventing surprise charges.
- Emphasized that consumer rights under ACL (including returns for faulty or misdescribed items) apply to deliveries.
- Updated the Authority to Leave (ATL) section to ensure customers understand the full responsibility when selecting ATL.
