Delivery Time Frames
Delivery time frames are not guaranteed and are rough estimations given to us by our allocated couriers. Delivery is only available from Monday to Friday, 9:00 am – 5:00 pm. Please do not allocate hours as the Australia Post and/or the courier company cannot deliver within allocated time frames. The estimated delivery times are in business days (Monday through Friday) excluding Public holidays.
How is my freight charge calculated?
Your freight charge is calculated based on the overall weight and cubic dimension of the cartons used when packing your order. Your overall freight charges will be displayed at either the view cart page or check out page.
Tracking my order?
Tracking your order is simple, once your order has left, we will provide you with the consignment note number/tracking number and link to the freight companies website. Your tracking will show a detailed outline of when your order was collected, its transit progress and finally the estimated delivery date. Tracking numbers may take up to a few hours to show online, so please be patient and check the freight companies’ website after some time.
We or our carriers will always try to arrive on time, but will not be held responsible for late arrival due to unforeseen circumstances. Please always contact the nominated freight company with the con note/tracking number provided or check online for freight status updates.
Is a signature required for delivery?
If the delivery address provided is unattended then by default an ATL (authority to leave) will be placed on your order, this authorises the freight company to leave your parcel in a safe location at the nominated premises. If you are there to accept delivery, the freight company will ask for a signature to verify the goods have been delivered in a safe manner. Always check the condition of your order prior to signing. Once you have signed, you are confirming that the order is complete and in perfect condition. Alternatively you can select shipping extras at checkout page e.g. Signature on delivery and/or insurance, insurance coverage is based on the total checkout costs excluding shipping charges.
Can my order be shipped to a PO box?
Yes, we do use Australia Post. Our items are within Australia Posts shipping standards.
Authority to leave (ATL)
When checking your order out, you will be asked to provide special instructions regarding the delivery. If you have requested that the goods be left at the premises unattended or have not left any instruction’s at all, the order will have defaulted to an ATL status. This will result in a no signature on delivery. By using this option LYTEK Industries and the nominated freight company will accept no responsibility for lost or damaged stock. Again we can not stress enough to have your order shipped to either a residential or business address, where your order can be checked and signed for.
If when the carrier arrives with your goods after pre-arrangement without an Authority to Leave Unattended and there is no–one present to receive them, they will be returned to the carrier’s depot, or to the nearest pickup location. In this case, you will be liable for charges for re-delivery at the discretion of the carrier.
Refund or Replacement
Refund or replacement may only take place once an item is declared ‘lost in transit’ and only if insurance has been selected during checkout, only the insured amount will be reimbursed by the carrier. In accordance with our courier’s guidelines, items will be only be declared as ‘lost in transit’ if the item cannot be located 35 working days after dispatch.
Damaged in transit
If products are damaged from transit, we apologise for this and will require you to contact the carrier for reimbursement and/or any resolutions.
Front Entrance Delivery
Deliveries are strictly door–to–door services, the courier will deliver to your front door location or to an accessible ground–floor entrance. Couriers are not obligated to enter any premises or homes and will enter at their discretion.
Non-Ground Floor Deliveries and Steps
Due to Australian Occupational Health and Safety regulations deliveries above or below ground floor are at the carrier’s discretion and are not guaranteed. This includes (but not limited to) steps that are immediately outside the premises, which are required to climb in order to gain access to the property.
You are responsible for counting the number of cartons you receive and ensuring that this amount matches the amount on the carrier’s delivery note. If this amount does not exactly match what you have received, you must note the number of cartons on the carrier’s delivery note. Sometimes orders may be delivered to you in split delivers, please ask your delivery driver about any missing cartons, they will have the ability to check the status on site.
Damage to Packaging
Extensive damage to packaging must be stated on the delivery note next to your signature. You must cross out “delivered in good condition” from the carrier’s delivery note (if applicable). If the item has been damaged we will require you to email us at firstname.lastname@example.org, with a description of the damage and photos attached so we can organise a remedy for the damage.
Short deliveries and damage to packaging must be reported to LYTEK Industries within 2 working days of signing. Neither LYTEK Industries nor the delivering carrier can be held responsible for short deliveries, damages to packaging and/or items if you do not note them on your delivery note. This does not affect your statutory rights in the event of the goods being faulty.
If for any reason, we cannot immediately supply you with a product you have ordered, we will let you know over phone or email and provide you with options to amend, exchange, or cancel & refund.
LYTEK will happily assist you with delivery enquiries. If you have not received your product within 7 business after your order has been shipped out, contact us on email@example.com, provide us with your consignment/tracking number and order details and we will do all we can to try and assist you.