Shipping

The Merchants last dispatch for 2020:

All orders placed and confirmed with customer will be dispatched on the next business day if there are any delays we will try notifying you with a phone call, if this is not achieved we will email you with updates

The Merchants Showroom Pick Ups:

Pick ups are available by appointment, if you do choose to pickup an order we will give you a call to arrange the best time, this must be done during standard business hours Monday to Saturday 9am to 4pm.

All enquiries can be forwarded to sales@themerchants.com.au and we will ensure to get back to your queries as soon as possible.

Any warranty issues can be submitted via our warranty section following the link below.

https://themerchants.com.au/pages/contact-us

Our website will be fully functional to place orders all throughout the public holidays such as Christmas and New Years.

Calculate Shipping

At the moment we are offering Free Shipping Australia Wide.

To calculate the shipping cost of a product there is a shipping calculator after you have added the product to your shopping cart, simply enter your postcode for a quote on a single item. If you would like to receive a freight quote for multiple items, simply add all the products to your cart and use the shipping calculator on checkout.

Delivery Time Frame:

We will send out your item(s) within 1-3 days after your payment is cleared and identified. The estimated delivery time would be different to different state:
VIC Delivery within 2 to 4 working days
NSW, ACT, SA, WA Delivery within 3 to 6 working days
QLD within 3 to 8 working days
WA and NT 4-12 working days
Delivery may take longer during high demand period such as promotional sales (Black Friday, Cyber Monday), holiday period (Christmas, New Years Eve) than usual period.

For delivery question please contact us at sales@themerchants.com.au

We cannot advise you the exact day and time delivery will occur, HOWEVER we will email you the tracking details and the freight company contact details and they can provide you a better estimation of the time.

Can I pick up my purchase?

Yes, you can pick up your purchase from either our showroom or our warehouse. In order to provide our customer with the very best service, please allow us at least 24-48 hours for the orders to be ready for pick up. For larger items may require additional time to be ready for pick up. Once purchased we will confirm a pick up date, time and location via email.

Is there any additional cost for pick up ?

No, there is no additional cost to your purchase for pick up of general items from either our showroom or our warehouse. If items are to be packed on pallet, there may be additional cost. Please contact us at sales@themerchants.com.au for more information.

Important Information For Delivery Note

If you choose the option, 'If no one at home, I authorise to leave the goods at premises.'

The Merchants or the courier service is not liable for the products once left at the premises.

In case if your order is stolen, it is not covered by Insurance or
responsibility of The Merchants.
In such instance, you will need to fill a investigation with the courier company and
Local Police Station.

The Merchants will take all necessary means to confirm proof of delivery from the courier service.

In case of heavy items this option may not apply as the courier service require someone on the receiving end to assist with the delivery. The courier can contact you to confirm availability on the receiving end for heavy items if you have not paid for tailgate service.

If you are getting an order delivered to a residential address where you do not have access to forklift, and cannot assist the delivery driver to lift, please email us immediately.

FREE SHIPPING IS FOR SELECTED PRODUCTS AND DELIVERY AREAS:

At The Merchants our aim is to provide you with the best and fairest
shipping costs on all our items, all the time.

All orders over $100 value (excluding shipping) that are marked with a
free shipping logo and eligible to be delivered to a free shipping
postcode will get free shipping. Simply type in your postcode in the
shipping calculator to see if you are eligible for free shipping. If the
shipping cost comes up as $0.00, you will be eligible.

This free shipping offer is based on the individual product sale price,
not the total order value.
We reserve the right to not offer free shipping on any item on which we
are matching a competitors quote.
Please note, additional charges will apply for 'Change of mind' if the
item is shipped. Please check our terms and conditions for more
information.

Delivery of heavy items:
On certain products you may see a tailgate option (see image below).
The tailgate option applies for heavier items.
If you are getting an order delivered to a residential address where you do
not have access to forklift, and cant assist the delivery driver to lift. Please email us or call us.

Delivery & Redelivery:

For Items weighing over 25kg an able bodied person will need to assist the driver unload
Delivery shall be made to the buyer's address or other address for delivery given in writing at the time of the order.
The buyer shall make all necessary arrangements to take delivery of the goods whenever they are tendered for delivery.
Delivery dates will be arranged between the courier company and the purchaser. Times may not be specific.
The seller may deliver separate goods by installments.
Delivery to PO box can only be small items no bigger then 40cm-40cm-40cm and must not weigh more then 25KG.
The seller shall not be liable for any loss or damage whatever due to failure by the seller to deliver the goods (or part of them) promptly or at all if insurance is not selected as an option during checkout.
Notwithstanding that the seller may have delayed or failed to deliver the goods (or part of them) promptly the buyer shall be bound to accept delivery provided that delivery shall be tendered at any time within 30 days after receipt of the order.
Transport shall be at the buyer's risk. Where the goods are collected from the sellers address the risk shall pass to the buyer upon receipt of goods from the pickup location.
Transportation insurance is optional (not included in the shipping price) Please contact us if insurance is required
Delivery charges are to the front entry of your premises on the ground floor
Delivery will be with a courier company so we cannot deliver to a PO box (Applicable to product weight over 15 kg)
All Deliveries will be with Australia Post OR Startrack Express , In some case Local transport (Jet Couriers) will be used depending on Availability
Couriers can only deliver Mondays to Fridays, 9:00 am to 5:00 pm. Couriers cannot delivery outside of business hours.

It is your responsibility to advise us of:

Will someone be available to sign for delivery?
Is there anywhere safe it can be left if no one is home? (e.g. around the back of the house)
If the address is a business address, please advise the business hours and also the name of the building.

If you say you will be home and miss the delivery, you will be required to pickup from the freight companies depot. Alternatively, we can arrange a re-delivery however this will cost between $20-$50 depending on the size of your order.
We cannot advise you the exact day and time delivery will occur, HOWEVER we will email you the tracking details and the freight company contact details and they can provide you a better estimation of the time.
If you request that the freight company leave a card and return your order to depot in the can that you are not home, you will be charged a fee if you request re-delivery.

Returns:

Special orders cannot be returned. If the buyer decides to return any part of the ordered item, he or she must contact the distributor who in turn can contact The Merchants and receive a return authorization within three (3) days of receiving the parts. A Return Authorization number (RA number) will be issued to the buyer by The Merchants , and it must be written on the outside of the packages being returned. Returned products must be received back at The Merchants within 10 days of issuing the return authorization. There is no return for any parts that have been used, modified, painted, or installed. All returned products are subject to a 30% restocking fee, and shipping and handling fees are not refundable. All products which are approved for return are for store credit only. All products returned must be in the original shipping carton in the same condition as it was originally delivered or shipped. Only the original buyer may request for a return of products. Defective items may be exchanged for the same item only. Upon receipt of returned parts, The Merchants shall inspect the parts to determine their exact condition.