We request couriers for every order to contact you 24 hours before delivery as well as 1 hour before when the driver is on his way to your premises. Large item deliveries such as fridges will never be delivered without prior contact between you and the courier because the they do not want to turn up at your premises to find no one there to accept the delivery.

Small item deliveries (for items under 45kg) sent with StarTrack will not contact you prior to delivery. This is the same as any other delivery using the Australia Post/StarTrack Network

In order to keep your delivery costs down, 99.9% of orders are shipped through our suppliers, to leverage their favorable delivery rates. Delivery dates are subject to the courier's schedules and out of our control.

For this reason, if you want to get a more accurate estimated time of arrival for your order, we ask that you contact the courier directly once we have provided the tracking number.

If you need delivery on a specific date/time, we strongly request that you complete the In-Store Delivery Form so that we can request and provide you with quotes from private couriers, who can accommodate your requirements.

We use couriers that are reliable, convenient and cost-effective, including Auspost, Toll, TNT, SeaRoad, Couriers Please and Cope Sensitive Freight. We are confident that we offer the best value shipping rates in Australia.

Our standard deliveries include a door-to-door service, so please ensure that there will be someone available at the nominated delivery address to sign for your items and receive the delivery. If there is no one to sign for the items upon delivery or if you refuse to sign for any reason (aside from visible transit damages), you will be charged a re-delivery fee.

For most small item deliveries (Under 45kg), StarTrack or TNT Express will be used

We will send you the tracking information as soon as we receive it from our supplier, once they have shipped your order

Please don't assume a new appliance will fit simply because the old one did. Check both the item dimensions and the packed dimensions to ensure it will fit in your desired location. It sounds obvious, but if we had a dollar for every time a fridge didn't fit through the door... We'd be at least $37 wealthier this year!

• Standard (kerbside/Door-to-Door) Deliveries are made to the outside of your premises or a loading bay only.
• Standard deliveries are not made to the inside of the building and certainly not up to level 10 and on the other side of the counter.

• If you require anything other than a standard drop off to your front door or loading bay,
  please contact us and provide as much information as possible.

• We won't sting you and we will find a delivery solution.

• If you are ordering more than one large pieces of equipment, especially if they are from different brands, we strongly recommend that you let us arrange a private courier to deliver everything in one go, at a convenient time for you.

• Standard deliveries are cheap for a reason, they will not confirm an exact date or time of arrival and expect you to be there from 9am - 5pm. Even though we always instruct the courier to call you an hour before delivery, we all prefer certainty and this is achieved by using private drivers.

We have a 24 hour window to make a freight warranty claim. Don't say we didn't warn you.

• PLEASE inspect all deliveries for damages as soon as they are received.
• If you notice any visible damage on the box of your item, please REJECT the delivery and the courier will take it back to the warehouse of origin. This is the fastest way for us to arrange a replacement.
• Shipping damages MUST be reported within 24 hours of receiving your order. If you let us know beyond that, we will be unable to arrange any replacements or compensation. This is because couriers will simply deny/reject any claims when received more than 24 hours after delivery. Once received, please check right away, don't leave it for a week or a month or more!

• Our deliveries are insured but couriers are very strict and inflexible when claims are made outside of their policy window

• Our warehouse teams check every single order before they are loaded onto the truck

• Although it's rare, sometimes items move around in transit and inside courier depos and damages can occur

• We rely on you, as the receiver to check goods and document any damages

Please do not dispose of the packaging right after your item has been received. In case of a return request, our suppliers will not accept any items back if there is no packaging or if the packaging has been damaged. After you have checked the items within 24 hours of receiving the delivery (for any shipping damages), please keep the packaging for another week until you have thoroughly tested the equipment.

For more detailed information about returns, please read our Returns Information page

We never like to charge restocking (or other) fees however if we get charged by our suppliers or couriers due to your change of mind, we have no choice but to pass the fees onto you.

It's common sense stuff:

• If you change your mind about an order before it has left our suppliers warehouse, there will generally be no fee.
• If you change your mind about an order after it's left the warehouse and we have to stop it mid delivery and re-route it back to the suppliers warehouse, there will be a fee. 

• If the couriers have to make multiple attempts to deliver your goods because no one is there to receive them, there will be a redelivery fee.

• If the couriers cannot complete their delivery because the delivery site is not ready, or there are old appliances or other obstacles we were not advised of, there will be a futile delivery fee.

• If you forget to tell us about those 7 stairs leading down to the kitchen then demand the courier to take it down anyway, there will be a fee.

• If you refuse to pay extra for those extra stairs and the courier is forced to take the goods back to the warehouse, there will be a fee.

• If you return equipment on the basis that it is faulty and it is found to be not faulty, there will be a fee.

1. REO is primarily an online business which utilizes multiple supplier and 3PL warehouses around the country. Therefore collections from one of our partner warehouses MUST be pre-arranged so that we can get your order ready. You cannot simply arrive and collect without prior arrangement.
2. After your order is placed, we need to arrange the collection with our suppliers and their warehouses. This takes time. Please do not go to a supplier's warehouse before we have provided a collection number and a collection window or else you will not be able to collect your items.

3. You must check the 'package dimensions' of the product(s) purchased to ensure they will fit in or on your vehicle.

4. Any damages which occur in transportation (by You) such as refrigeration gas leaks and/or breakages are not covered under the standard warranty and the subsequent repair costs will not be borne by REO.