At The Reno Co, getting your building, renovation and interior fit-out materials to you safely and on time is one of the most important parts of what we do. This Shipping Policy explains how we process, dispatch and deliver your orders, how shipping is calculated, what you can expect once your order is on its way, and what to do if something is not quite right when your delivery arrives. It applies to all orders placed through our website at therenoco.net and should be read together with our Terms and Conditions, our Refund and Return Policy, and our Cancellation Policy. By placing an order with us, you acknowledge and accept the practices described below. We have written this Policy in plain language because we want you to know exactly what to expect, with no surprises and no fine print working against you.
Once you place an order, our team begins preparing it for dispatch as quickly as we reasonably can. Most in-stock orders are picked, checked and packed within a standard processing window of one to a few business days, though this can vary depending on the size of your order, the products involved, and how busy we are at the time. Business days are Monday to Friday and exclude public holidays. Orders placed late in the day, over a weekend, or during a public holiday will generally begin processing on the next business day. During peak periods, major sales events, or when an order contains specially ordered items, processing may take a little longer, and we appreciate your patience while we make sure everything is correct before it leaves us.
Processing time is separate from delivery time. Processing refers to the work we do to prepare your order before it is handed to a courier or freight carrier, while delivery time refers to how long the carrier takes to transport it to you. The total time you wait is the sum of both stages, so please factor in both when planning your project timeline.
We take genuine care in how your order is handled and packaged. Building and renovation materials can be heavy, sharp, fragile or awkwardly shaped, so we package each order appropriately for the products it contains, using protective materials and secure methods designed to keep everything safe in transit. Larger and heavier consignments may be palletised, strapped or crated to protect them during handling and transport. Once your order has been packed and collected by our carrier, we will, where possible, send you a dispatch notification so you know it is on its way. Please make sure the contact details and delivery instructions on your order are accurate so that dispatch and delivery can proceed without delay.
We will always do our best to deliver your order within the timeframe estimated at checkout or in your order communications. However, it is important to understand that all delivery timeframes we provide are estimates only and are not guaranteed. They are based on typical transit times for your delivery location and the carrier involved, and they can be affected by factors outside our direct control. Delivery to metropolitan areas is usually quicker than delivery to regional or remote locations, and bulky or freight items may take longer than smaller parcels. While we work hard to meet every estimate, we cannot accept liability for loss, cost or inconvenience caused by a delivery arriving later than estimated, except to the extent required by applicable consumer law. If your delivery is taking noticeably longer than expected, please get in touch and we will help you follow it up.
Shipping costs are calculated at checkout before you confirm and pay for your order, so you can always see the delivery charge that applies before you commit. The cost of delivery depends on a number of factors, including the total weight and dimensions of the items in your order, the volume and number of packages, your delivery location and its distance from our dispatch point, and whether the items require standard parcel delivery or specialised freight handling. Heavier and bulkier orders naturally cost more to transport than small, lightweight parcels, and deliveries to regional or remote areas may attract higher charges than deliveries to metropolitan locations. In some cases, particularly for very large, heavy or unusual consignments, we may need to provide a tailored freight quote rather than an automated charge, and we will contact you to arrange this before proceeding.
We aim to keep our shipping charges fair and to reflect the genuine cost of getting materials to you safely. We do not use delivery charges as a hidden way to inflate prices, and we will always show the applicable cost transparently at checkout.
From time to time we may offer free or discounted shipping, either as a general promotion or where an order meets a particular value threshold. Where a free-shipping offer applies, the qualifying conditions, any minimum spend, and any exclusions will be made clear at the time. Free-shipping offers may not apply to certain bulky, heavy or freight items, to remote delivery locations, or to specially ordered products, because the cost of transporting these items is significantly higher. If a free-shipping threshold applies to your order and you later cancel or return part of that order so that it no longer meets the threshold, the original delivery cost may be deducted from any refund. We will always explain how any such adjustment is calculated.
We deliver to most locations across Australia, including metropolitan, regional and many remote areas. Coverage and transit times vary depending on your location and the carrier network servicing it. Some remote or difficult-to-access locations may incur additional charges, longer delivery times, or in rare cases may not be serviceable for certain bulky or freight items. If we are unable to deliver a particular product to your address, we will contact you to discuss alternatives, which may include arranging delivery to a more accessible location or, where necessary, cancelling the affected item for a refund. If you are unsure whether we can deliver to your location, please contact us before ordering and we will be glad to confirm.
A significant portion of our range consists of bulky and heavy materials, such as wall panels, sheeting, flooring, bench tops and similar products. These items are transported by freight or specialist carriers rather than standard parcel services, and they are handled differently from smaller orders. Freight deliveries are typically made during standard business hours and may require advance booking or a delivery window to be arranged with you or the carrier. In most cases, freight items are delivered to the kerbside or to the nearest accessible point at the delivery address, rather than being carried inside, upstairs, or into a specific room. Please consider this when planning, and arrange any additional assistance you may need to move heavy items into position once they arrive.
Delivering building materials is not the same as delivering a small parcel, and a successful delivery depends in part on your preparation. Please ensure that the delivery address provides safe and adequate access for the size of vehicle likely to be used, including sufficient clearance for larger trucks where freight is involved. You should ensure there is a suitable, safe place to unload and that the path to it is clear. Unless a specific in-home or in-room delivery service has been expressly arranged and paid for, deliveries are made to the kerbside or the nearest safe and accessible point, and our carriers are generally not able or insured to carry goods inside, up stairs, or across difficult terrain.
It is essential that someone is available to receive the delivery, inspect it, and sign for it where required. For heavy or bulky consignments, please arrange for enough able people to be present to assist with unloading and moving the items, as drivers may not be able to do this on their own. If access is restricted, if no one is available to receive the goods, or if the site is unsafe for delivery, the carrier may be unable to complete the delivery, which can result in additional charges and delays as described below. If your site has any access limitations, narrow streets, height or weight restrictions, or other special considerations, please let us know in advance so we can plan accordingly.
Where tracking is available for your delivery method, we will provide you with tracking information or a consignment reference once your order has been dispatched, so you can follow its progress. Tracking updates are generated by our carriers, and the level of detail and frequency of updates can vary between carrier networks and service types. For freight and specialist deliveries, tracking may take the form of a booked delivery window or direct contact from the carrier rather than continuous online tracking. If you have not received tracking details within a reasonable time after your dispatch notification, or if your tracking does not appear to be updating, please contact us and we will help you locate your order.
To help your delivery go smoothly, please make sure the delivery details you provide are accurate and complete, including any unit, building or site information and any instructions that will help the driver find and access the location. Please ensure that a responsible person is available to receive the order at the expected time, particularly for freight deliveries that require a signature or assistance with unloading. If you provide authority for a delivery to be left without a signature, you accept the risk associated with leaving the goods unattended, and we and our carriers are not responsible for loss or damage that occurs after the goods have been delivered as instructed.
If a delivery cannot be completed because no one is available to receive it, because the address cannot be accessed safely, because the site is not ready, or because the delivery is refused, the carrier may leave a card, attempt to contact you, return the goods to a depot, or return them to us. Redelivery or collection from a depot may then need to be arranged, and additional delivery, storage or handling charges may apply for failed deliveries and subsequent redelivery attempts. These charges reflect costs passed on to us by our carriers and are generally payable by you. To avoid this, please make sure someone is available to receive your order, that access is clear, and that your contact and address details are correct. If a delivery repeatedly cannot be completed and the goods are returned to us, we will treat the situation in accordance with our Cancellation Policy and Refund and Return Policy, and any refund may be reduced to reflect the delivery and return costs reasonably incurred.
We ask that you inspect your delivery promptly and carefully as soon as it arrives, before signing for it where a signature is required, and ideally while the driver is still present. Check that the number of packages matches the delivery documentation, that the correct products have been delivered, and that there is no visible damage to the packaging or the goods. If you notice any damage, shortage or discrepancy, please note it on the delivery documentation where possible, retain all packaging, take clear photographs, and contact us as soon as possible so we can investigate and arrange a suitable remedy. Reporting any problem quickly greatly helps us resolve it with our carriers and with you. For full details of your rights and the process for damaged, faulty, incorrect or missing items, please refer to our Refund and Return Policy, which works hand in hand with this Shipping Policy. Prompt inspection and reporting protect both you and us and help ensure issues are resolved fairly and efficiently.
It is your responsibility to provide accurate, complete and current delivery details when placing your order. We are not able to take responsibility for delays, failed deliveries, additional costs, or goods being delivered to the wrong place where this results from incorrect, incomplete or out-of-date address information that you have supplied. If you realise that you have made a mistake in your delivery details, please contact us immediately; if your order has not yet been dispatched, we will usually be able to correct it, but once an order is in transit, changes may not be possible, and redirection or redelivery may attract additional charges. Where an order is returned to us because of an incorrect address you provided, any refund offered may be reduced by the delivery and return costs we incur.
While we and our carriers work hard to deliver on time, there are some circumstances that are simply beyond our reasonable control. These include, but are not limited to, severe or adverse weather, natural disasters, floods, fires, road closures, traffic disruptions, industrial action, carrier network delays, supply chain interruptions, pandemics, and actions taken by government or other authorities. In these situations, delivery may be delayed, and although we will make reasonable efforts to keep you informed and to minimise the impact, we cannot accept liability for delays caused by such events, except to the extent that liability cannot be excluded under applicable consumer law. We appreciate your understanding and patience should any such event affect your delivery, and we will always do our best to get your materials to you as soon as conditions allow.
Risk in the products you order passes to you at the time of delivery, which is when the goods are delivered to the address you have provided or to a person at that address, or when they are left in accordance with any authority-to-leave instruction you have given. From that point, you are responsible for the safe handling, storage and protection of the goods. Legal title to the products remains with us until we have received payment in full, in accordance with our Terms and Conditions. Once goods have been delivered, please ensure they are stored appropriately and protected from weather, damage or theft, particularly on building sites where conditions can be challenging and materials may be exposed.
At this time, The Reno Co focuses on serving customers within Australia, and our standard delivery services are designed for domestic delivery. We do not generally offer international shipping through our standard checkout. If you are located outside Australia or have an international delivery requirement, please contact us before placing an order to discuss whether we are able to assist; any international arrangement, where offered, would be subject to separate agreement, additional costs, and compliance with all relevant export, import, customs and duty requirements, which would be your responsibility. Unless we have expressly agreed otherwise in writing, orders are accepted on the basis of delivery within Australia only.
Orders containing several products may occasionally be dispatched in more than one shipment, particularly where items are sourced from different locations, are different sizes, or require different transport methods. Where this happens, the various parts of your order may arrive separately and at different times. We will do our best to keep you informed if your order is being split across multiple deliveries. If you have received only part of your order and are concerned that something is missing, please check your order documentation and any dispatch notifications first, and then contact us so we can confirm the status of the remaining items and help resolve any genuine shortage in line with our Refund and Return Policy.
We want every delivery to be a positive experience, and our team is here to help with any question about shipping, delivery timeframes, freight arrangements, tracking, or a delivery that has not gone to plan. If you need assistance or have any questions about this Shipping Policy, please contact us through our website at therenoco.net or by email at enquiries@therenoco.net, and we will be glad to help. We genuinely appreciate your business and look forward to delivering the materials that bring your renovation, building and fit-out projects to life.
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