We deliver Monday to Friday, during regular business hours.
After your order has been shipped from our suppliers warehouses,
delivery times are approximately:
3-5 business days for metro Melbourne, Sydney and Brisbane
3-7 business days for Adelaide, Gold Coast, Wollongong and Newcastle
5-10 business days for Perth
7-14 business days for all other regions
Delivery dates are not guaranteed and subject to courier availability. Please allow for up to 5 additional business days. More information
Standard deliveries are Kerbside Drop-off (Door-to-Door) only (not delivered inside your premises)
- Standard deliveries do not allow delivery date/time reservations
- Please Read our Delivery Information page for more details and common delivery FAQ's
- If you require In-Store Delivery, removal of old appliances, removal of packaging or a specific day/time for delivery, please complete this form so that we can arrange a private courier.
Once you’ve completed your purchase, our system will process your order and send you an email to confirm we have received your information. In the unlikely event that we have to change anything about your order, we'll be in touch asap.
Your tracking number will be sent a couple days after your order has been processed and you will be able to self-monitor your delivery on the courier's website. If you need any assistance, you can always call or email us for support
We request all couriers to call you the day before delivery to arrange an approximate delivery window. We use private couriers for all deliveries including TNT, StarTrack, Cope Sensitive Freight, AirRoad and others, depending on the items and your location.
If you require removal of old appliances, setup or connection of fridges, dishwashers, combi ovens, gas equipment or even grease traps, we have service partners who offer installation services. For a quick quote, please complete the Appliance Installation Form For more info please visit our delivery information page.
Will the courier call me before delivery?
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
Can I book a delivery date/time?
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.
Which Couriers do we use?
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
Will the item fit through my door and into the final position?
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!
Can the courier remove old units or packaging from the new appliance?
In order to keep your delivery charges minimal, our standard delivery service only drops the item off at your front door. As soon as the courier is required to remove old packaging, old appliances or any additional manual work, they will charge a fee for this.
If you require In-Store Delivery, removal of old appliances, removal of packaging or a specific day/time for delivery, please complete this form so that we can request and provide you with quotes from private couriers, who can accommodate your requirements.
Can you bring the appliance inside my shop or kitchen?
- 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, contact us.
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.
What happens if the item arrives damaged?
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
Do I need to keep the packaging from my order?
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.
What happens if I change my mind after I have placed my order?
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 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.
How much does shipping cost?To calculate standard delivery costs, please navigate to your desired product page on our website and enter your postcode or suburb into the delivery estimator. To calculate In-Store delivery costs, including any old appliance or packaging removal, please complete the In-Store Delivery Form or contact us via email@example.com
Shipping costs are calculated based on the delivery service, weight and volume of the total order and the delivery destination.
Please note that for international addresses or those that require barge or off-mainland access, such as islands, there will be extra costs not shown at checkout. As soon as we detect that your address is not on the mainland or not on the ground level, we will be in contact to discuss additional costs.
Where can we deliver to?We deliver all our products Australia-wide. We can also arrange any and all products to be delivered anywhere in the world. If you are outside of Australia and would like to place an order, please Contact Us so that we can best assist you.
What if there is more than one product on my order?We always endeavor to combine shipping or try our best to get delivery together on a single day/time. However we offer many different brands from many different suppliers, whose warehouses are located all over the country (and not to mention the challenges of stock availability at present).
If your order includes items coming from different brands and suppliers, these items will be shipped independently and will likely arrive separately. In this case, our support team will be in contact with you and will provide each individual tracking number.
If you have special delivery requirements, would like to ensure all items are delivered together or would like to delay delivery of some or all products, please contact us at firstname.lastname@example.org. We will contact you to arrange everything. Please note that there may be some extra costs for some special delivery requirements.
Do I have to be at work or home to receive my order?Yes! Due to an increase in theft and credit card fraud over the past couple of years, we do not permit Authority to leave items unattended unless there are special circumstances, such as very rural/remote deliveries.
We understand that this is inconvenient for some however 99% of our customers are small and medium businesses which accept deliveries during regular business hours.
For smaller items that are sent with Australia Post or Star Track, if you are not available to accept delivery, the driver will leave a card at your premises and your order will be taken to the nearest collection center for you to collect. TNT & Australia Post will also not be able to change any delivery information, including the delivery address or add an Authority to Leave, once the item has been dispatched.
Can my order be delivered on the same day I purchase it?Sometimes yes - Depending on your location, the location of the stock and the time of your purchase, REO can arrange for same day delivery. If you require an item urgently, it’s best to call us directly to get everything arranged. Please note that there will be an additional fee for this service and website delivery prices may not apply.
Can items be collected?Yes products can be picked up however please take note of the following:
- 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.
- 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.
You must check the 'package dimensions' of the product(s) purchased to ensure they will fit in or on your vehicle.
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.
Warranty & Returns
Manufacturer's Warranty: 12 Months
Experiencing an issue with this product?
Please complete this form and we will forward your request to the manufacturer's service department right away
Ordered the wrong product or changed your mind?
Our priority is our customers however we have to respect our suppliers' strict returns policies. We live in a world of high volumes and slim margins to keep prices down. For these reasons, our suppliers charge 25% restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another.
If your order needs to be re-routed or returned to its warehouse(s) of origin after being collected by a courier, many additional people become involved to facilitate your return.
Unless there is transit damage, a manufacturing defect or a mistake on our end, you will be responsible for any re-delivery and restocking fees.
If you have any questions about the product or want to confirm any details at all, please contact us before ordering.
For more information, please see our Returns Information
If you are experiencing issues with your product, please refer to the product page and the available product manuals.
You can also visit our Help Centre first for instant answers to frequently asked questions and product specific troubleshooting.
If you are unable to find an answer or solution to your issue, please contact our Support team via email. After contacting our Support team, you will be sent any product documents or articles that we believe are most likely to resolve your issue.
Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be emailed to email@example.com or submitted to the Help Centre within 24 hours of receiving the product.
As an online retailer, RestaurantEquipment.com.au does not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue. The following steps explain the process for returning a faulty product:
ENQUIRY & TROUBLESHOOTINGOur Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item or arrange an on site service call. To assist our team in resolving your issue as quickly as possible, please include photos and/or video of the issue when you contact us.
TECHNICAL ASSESSMENTYour item will be assessed by our support team or sent to the brand's in house service department. While we endeavor to complete all assessments as quickly as possible, we request that you allow up to 10 business days once the service center has received the item.
REPAIR OR REPLACEMENTWe will repair your product where possible and may need to order parts from Australian or international warehouses that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement. For more information please refer to the RestaurantEquipment.com.au terms .
ITEM RETURNIf it's absolutely necessary to return your item, smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or our repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process. Some items such as large appliances like fridges, freezers and ovens may be assessed on-site. If your item is diagnosed as faulty, RestaurantEquipment.com.au will cover the cost of sending this to our nominated repair center, however if you are returning a product because you changed your mind, you will need to cover the cost of sending the product back to us. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of RestaurantEquipment.com.au.
Please Note: While the return process may take up to 10 business days, excluding transit times, we endeavor to complete returns as quickly as possible, and many are resolved within the week. Return delivery times are estimates only and may vary based on location.
In most instances, where you experience an issue with a product that comes with a (brand's) manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Most manufacturers have dedicated Support centers with access to more detailed knowledge on their respective products, in addition to better access to spare parts. You may prefer to contact the manufacturer directly to seek a resolution rather than RestaurantEquipment.com.au. If you would prefer RestaurantEquipment.com.au to assist you and choose not to go to the manufacturer, then our team will of course be happy to assist you and you can email us directly at firstname.lastname@example.org
RestaurantEquipment.com.au sells most products on all Marketplaces in Australia and New Zealand. If you have purchased a product through a Marketplace, you can contact us through the marketplace or directly. Which ever method you prefer, our processing times will be the same however communication will be faster if contacted directly as there is no delay in sending and receiving messages.
In the event that you are unhappy with the remedy offered by our support team, or you believe the remedy is not in accordance with the ACL, please request the support team member to escalate your claim and a more senior representative and we will be more than happy to assist you.
If a product doesn’t fit your space and needs to be exchanged, please contact our support team via the email@example.com. To be eligible for a size exchange, you must make the request within 7 days of receiving the goods and you must return the product within 10 days of the request. Our support team will contact the relevant brand manager and begin the returns process.
If you need to upgrade an item to a larger size, such as a mixer or freezer, our support team may be able to have restocking fees waived if the item is still in its original (undamaged) packaging, has not been used and if you plan on purchasing the new item from the same brand as the original.
If however you ordered a product without first checking whether it will fit in your desired space and you want to size down to a smaller item or return the item all together, this is classified as a change of mind return and there will most likely be a restocking fee charged by our suppliers.
In order to make the exchange process as seamless as possible, please have pictures of the goods ready to be assessed. Images can be emailed directly to our support team.
Please do not return the product until the customer service team has provided you with the relevant return details.
Change of Mind Returns
RestaurantEquipment.com.au understands that you will not always be able to test products prior to purchase and that’s why we are proud to offer a 30-day Change of Mind Return Policy.
Whilst we offer this policy, it is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing and request additional details if anything is unclear.
Our priority is our customers however we also have to work within the limitations of our suppliers' returns policies. Our business model is one of high volumes and slim margins to keep your prices down. For these reasons, our suppliers charge 25% (minimum) restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another.
We hate receiving restocking fees from our suppliers and we hate even more having to pass them on to our customers, however if your order needs to be re-routed or returned to its warehouse(s) of origin after being collected by a courier, many additional people become involved to facilitate your return. Unless there is transit damage, a manufacturing defect or a mistake on our end, you will be responsible for any re-delivery and restocking fees if you change your mind about a purchase.
If items have been used or are not returned in all original packaging, a return will not be accepted.
It’s important for your item to be unused and in original packaging to be eligible for return. This is because our suppliers cannot resell an item as brand new once it has been opened. They will need to significantly discount the item it to sell it again.
We ask that you check and double check all measurements, specifications, power fittings and other details before purchasing so we can ensure your order is correct the first time.
Failure to do so may result in your claim being denied.
To lodge a service call or return request:
- Simply contact our Support team through your RestaurantEquipment.com.au account dashboard or email firstname.lastname@example.org and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
- Our Support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
- If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned to the brand's service center for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you. For larger items, an on-site assessment may be arranged through the brand's manufacturer or in-house service center.
- Once the product has been received or assessed on site, our technicians will assess it and determine how to best resolve the issue.
Please note the following manufactures which have very strict returns policies:
- Roband, Vitamix, Hallde, Austheat, Robinox and Forje Items cannot be returned without authorization by Roband Australia. (Contact us to arrange authorization form) Goods can only be returned within 7 days of purchase and a 25% restocking fee applies.
- AG Equipment Items cannot be returned without authorization by AG Equipment (Contact us to arrange authorization form) Goods can be returned within 30 days of purchase and a 25% restocking fee applies.
- 3Monkeez Items can be returned within 30 days of purchase and a 25% restocking fee applies.
- Federal Equipment (F.E.D) Items can be returned within 30 days of purchase and a 25% restocking fee applies.
- Uropa Distribution (Nisbets brands including Polar, Thor, Vogue and Apuro) Items can be returned within 30 days of purchase and a 25% restocking fee applies.
- Other manufacturers' return policies will be followed at the time of processing.
When returning a product for a size exchange or change of mind, you will be responsible for the cost of return postage, and you must comply with the directions provided by the customer service team. The product will remain your responsibility until it has been received at the address supplied by the RestaurantEquipment.com.au customer service team. RestaurantEquipment.com.au does not accept any liability for any loss or damage which may occur in transit and we strongly suggest you include insurance with your shipping.
Once the goods have been received and confirmed as being in as-new condition, you will be issued with a store credit which can be redeemed on any product sold at RestaurantEquipment.com.au or refunded for the cash value.
Price Match Promise
If you find one of our products cheaper with any other Australian retailer, we promise to match the price.
Just take a screenshot of the price and where you have found it, then get in touch on
1300 35 25 45
- Product must be identical, brand new in the box and in stock now (no pre-orders)
- The price you want us to match must be a current advertised price or current quote
- Price must include all costs including GST & delivery charges - We look at the total amount
- Clearance, seconds, refurbished, ex-demonstration or display products.
- Products shipped from or sold by third-party sellers on marketplaces, auction or classifieds websites.
- Products supplied through unauthorised distributors (known as 'grey market' items) or delivered directly to customers from an overseas distributor.
- Offers not available to the general public - including trade, special event, club or membership offers.
- Pricing errors.
- Products with pricing set significantly lower than the recommended retail price or market value.