Shipping & Storage

Delivery Basics 

• Items that are in stock such as parts are generally picked and despatched within 2 business days (Monday to Friday).
• If you order an attachment, delivery will be after the product is manufactured, with very little product held in stock as most items are made to order for specific machine brands and models.
• If you order a Customised item, you will need to sign the drawing and scope prior to the product being made and shipped.
• We cannot reserve or holding stock.
• If you aren’t home when the courier delivers your order, they will leave a card for you to collect from your nearest post office.
• Standard orders shipped via Australia Post Standard Shipping will take approx 3-10 Business days depending on delivery location.
• Carriers are unfortunately not able to specify an exact delivery time.
• Australia Post Express orders will take approx 1-5 business days with tracking included.
• Whilst deliveries are made during business hours and don’t usually include weekends or public holidays, some Saturday and Sunday deliveries may occur in some ZIP codes or with some Carriers.
• We're based in Qld, so please be advised that shipping to WESTERN AUSTRALIA may take additional days.
• Bulk items will be delivered via the cheapest quoted freight carrier and usually within 3-10 days. 
• If you order multiple items from our website, we will always endeavour to send it all at once. However you may receive multiple deliveries shipped by multiple carriers since items may be sent at different times due to supply or manufacturing issues.
• Where there is a public holiday, the item may be delayed by that additional day. 
• International Orders expected delivery is 10+ days.
• International orders may incur taxes and duties applied by that Country. 
• Pickup available at all our locations between 9am-5pm weekdays.

Depending on the size of the items in your order, we utilise the following shipping and delivery methods: 

Small items 

Many lightweight items can be shipped via Australia Post or TNT/FedEx. As soon as your item has left the warehouse you will be notified via email and be able to track your order online. Our standard shipping arrangement will require a signature upon delivery; however, you can select an option at checkout to leave the order at your door. If you are not at home at the time of delivery and you have not given an authority to leave the package, a notice with alternative arrangements will be left at your residence (usually your parcel will be stored at your local post office for pick up). 

Medium sized items 

For medium sized items such as teeth, optional extras, motors etc that cannot be shipped via Australia Post, we will send them through one of our several freight carriers. Our standard agreement with our carriers does not include a call to arrange a suitable delivery time.  Please note that delivery dates shown on the carriers’ websites are only estimates and we cannot take any liability for late deliveries. 

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing these items. 

Usually, our freight deliveries are sent straight to your doorstep and require a signature upon delivery to acknowledge that the items have been received in a reasonable order. However, if you anticipate that you might not be at home for your delivery, please select the option to leave the order at your door at checkout. Due to security and liability restriction of our carriers, the customer is responsible for bringing any of such product into their home or workplace, so we recommend that you have someone available to help you carry the items, unpack and install your product. 

If, for any reason, our shipping partner is not able to successfully deliver your order they should leave a card with further delivery instructions. In these situations, we reserve the right to charge you for any additional costs incurred (e.g. shipping and storage) or to cancel the sale contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus shipping and storage costs). 

Bulky items 

Large items are mostly shipped using our freight carriers. Heavy & over-sized items are calculated based on the cubic size & weight of the item and the delivery location. If you are perusing our web page and would like to purchase an item that is heavy or over-sized please contact us on either: reception@normeng.com.au of 07 33763177 and we can quote freight on the particular item. 

*Standard Delivery doesn’t include heavy & over-sized items.  

Once your order has left the workshop you will be notified via email. Unfortunately, online tracking is usually not available for such deliveries.  Upon delivery, the drivers will require you to unload the product either via forklift, reach truck or another suitable lifting equipment.  

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as the shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing big products. 

Please note that it may not be advisable to give an authority to leave for large items as we will not be liable for any loss and will not be able to provide the service to carry the items into your home and you may need to have someone available to help you. 

In very exceptional cases where delivery may result in unusually high freight charges (including, but not limited to, remote delivery locations, inner city deliveries, island deliveries, etc.), we reserve the right to change the freight company or cancel an order. Please contact us first if you'd like to check if your location may be subject to unusually high freight charges. 

International Purchases 

International purchases may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees, which may be imposed, will rest with the customer. We recommend you contact your local customs office to determine exactly what these charges may be. Please also check the import regulations of your country. At all times it remains the responsibility of the purchaser to check the import regulations of the destination country. Norm Engineering can accept no responsibility for items impounded due to a breach of your country's regulations. 

Norm Engineering offer two types of Incoterms; 

DAP Quotes will always be more expensive the CFR Quotes 

• DAP - Delivery at Point - Which is from our door step to theirs, however they still have to pay directly to the carrier Customs and Duties
• CFR - Cost and Freight -  The main carriage is paid by use and on charged to the customer, however the risks are transferred when the goods are handed over to the first carrier, we are not obliged to insure the goods on behalf of the the buyer and they bears the risk of cargo damage or loss during the main carriage.  They are responsible for import customs clearance.

For these items, postage and handling quotes will be confirmed with the customer in advance, with the product and postage paid in full before the item can be dispatched. 

Container loads to international locations will require a distributor and terms agreement to be signed and adhered to. Please contact us if you would like to be a Norm Engineering International distributor.  

Shipping charges online 

After selecting your preferred product that you wish to buy, you can calculate a shipping estimate by entering your postcode on the product page. The final postage cost for your order can be viewed during checkout and may change depending on additional items that you have added to your cart. 

All shipping costs are non-refundable. If you receive a refund, and we have arranged a return shipping for you the cost of that return shipping will be deducted from your refund. 

Damaged product or missing parts 

In the unlikely event that your purchase arrives and is missing parts, is damaged, is faulty, is defective or is not of acceptable quality, please take photos or video clearly identifying the issue and you notify us  as soon as possible after receipt of the item (e.g. within 48 hours), as any damage to the item after delivery will not be covered and may complicate your claim for in-transit damage. We will deal with items damaged in transit in accordance with the "Processing a freight claim" section below. To the maximum extent permitted by law, we exclude all other liability in respect of items damaged in transit. 

Processing a Freight Claim 

In the unlikely event that you believe your order has been damaged beyond repair or lost in transit, you need to notify us as soon as possible (48 hours) by contacting our Team. We will conduct an internal assessment of your case with the freight company, which will take a minimum of five business days, to determine if your order has been damaged beyond repair or lost in transit. If your claim is successful, you will have your choice of a replacement at no additional cost to you, or a store credit or refund for the value of the item including the shipping costs associated with that item. 

We reserve the right to refuse a claim for a refund or replacement if the item is not, by our definition, faulty, damaged in transit, or lost in transit, or if the item has been correctly delivered as per the customer’s instructions. 

We reserve the right to change the eligibility requirements or discontinue the offer of freight protection at any time. 

If you have arranged your own freight, carrier or collection or under your account, once the product has left the Norm Engineering premises, you are responsible for following up your carrier. 

Back Orders 
If the product you have ordered is out of stock or is a special item that needs to be ordered in, a staff member will contact you to advise the expected delivery time. 

Need Goods in a Hurry? 
For times when you need faster goods, please select from one of the express shipping options at the checkout (shipping fees apply), Alternatively, you can pick up from our store located in Darra QLD or Carrum Downs, VIC. 
 
Please call Norm Engineering on 07 33763177, Mondays to Fridays, 8am – 5pm AEST. 

Incorrect item delivered 

If you have received an incorrect item, please contact our Team with photographs of the incorrect item within 14 days of receiving your delivery. We will offer to send you the correct items and arrange the collection of the incorrect item from you at our expense.  

When don’t we ship? 

Norm Engineering doesn’t ship on Weekends, public holidays or over the Christmas / New Years break. 

Storage

If for any reason the Buyer fails to take possession of the Goods within seven (7) days from the date on which the Buyer is notified that the Goods or part thereof are ready for delivery, then the Goods shall forthwith pass to the Buyer and the Company shall be entitled to payment for the Goods in accordance with these provisions. In the event that the Buyer fails to take possession of the Goods within the said period of seven (7) days, the Company may arrange storage of the Goods at its warehouse or some other suitable place and all costs of, and of an incidental nature to, such storage shall be paid by the buyer at a minimum of $50 a week to cover rental fees, labour costs and equipment.

The Disposal of Uncollected Goods Act 1967 covers inspection, custody, storage, repair and other treatment of goods. Under this Act, uncollected goods may be sold six months after the date on which they were ready for collection.

Record retention 

Freight and parts depts is responsible for ensuring that processes and decisions are documented in line with the Records Management Policy. Norm Engineering will never sell or misuse your personal data. 

Any information that is sensitive or confidential must be managed in line with the Privacy Policy.