Shipping policy
Shipping Policy, FAQs & Purchase Information:
Our Shipping Policy is Clear, Transparent and Easy-to-Find: It's linked on every page (top menu + bottom of the page). This policy forms part of our Terms of Service.
Performance:
As of 2025, we proudly maintain a >98% DiFOT (Delivery in Full, On Time) rate, and less than 1 in 15,000 parcels ‘go missing’ with our primary carrier, Australia Post.
1. Delivery Time & General Information
IMPORTANT: Delivery times are estimates only. If your order is urgent, please contact us before purchasing. We cannot guarantee delivery times or dates, nor do we imply them, and cannot offer Guaranteed next-day or same-day services.
Shipping is from our shop and warehouse in Carrum Downs, Vic or our 3PL warehouses in NSW, QLD, or WA. Items are generally sent from whichever warehouse has stock available. Pickups only available from our Carrum Downs store.
An Invoice is automatically emailed to you upon dispatch, along with a hard copy with the parcel. If you haven't received one, just email us.
Urgent Orders
We understand that sometimes parts are needed quickly. However, we are not responsible for last-minute urgent purchases. Delivery times are well outside our control. Please note that we have a Zero Abuse Policy.
2. Shipping Costs
- Free Shipping: Orders over $149 within Australia qualify, excluding bulky, DG, and some Clearance items.±
- Flat Rate: Shown at Checkout - excludes bulky, DG, and some Clearance items.
- Calculated Shipping: Based on weight, cubic size, and packaging at checkout. This is calculated in the checkout by Australia Post.
- Heavy Road Freight (Gas Heaters, Heat Pumps, Large Items): Please allow 3 days to 2 weeks. Sometimes it's quicker or longer due to logistics between suppliers and couriers.
- Pickups: Free Pickups only available at 10 Industry Blvd, Carrum Downs Vic
- International Shipping (NZ & Oceania areas): Restricted to <20 kg & under $1000. Bulky, chemical, Dangerous Goods, and regulated items are not eligible and those parts of the orders will be cancelled/refunded. As of 2026, we only ship within Australia, New Zealand, and Oceania areas via Australia Post.
3. Processing & Dispatch Times
- Order Processing: Most orders ship within 1-2 business days.
- In-Stock Items: Usually dispatched same or next business day. Stock levels may be inaccurate on website. Contact us before ordering to confirm.
- Shipping Cut-Off: Orders placed before 11:00 AM (AEST) generally ship same day if the item is in stock. Orders after that may ship next business day.
4. Shipping Methods & Delivery Options
We only use trusted carriers: Australia Post, StarTrack, Direct Freight, FedEx, TNT, Toll, and others.
- Standard / Road Freight: 2–7 business days*
- Express Services: 1–5 business days* (Prioritised, but not guaranteed overnight). Note: If an Express Posted item is unable to be sent within 1–3 business days, we may refund the Express Post charges.
- Dangerous Goods (DG): Road-only delivery: 3–7 business days*. DG items are excluded from Free Shipping.
- Bulky Items: May take longer and use specialist couriers.
*Delivery times are estimates. Tracking is included with shipments.
Why Tracked Shipping Only? We avoid untracked envelopes due to frequent loss, no proof of delivery, and lack of support if issues arise.
Delivery Instructions: Instructions are passed on to the courier but cannot be guaranteed. We are not liable for unfulfilled requests or access issues (e.g., locked gates, dogs on property).
5. Click & Collect / Pick-Up
- Location: 10 Industry Blvd, Carrum Downs, VIC.
- Pick-Up Availability: Usually same or next business day*
- *Occasionally some items may be unavailable in Carrum Downs during this timeframe, so please wait for a notification before coming to collect. As noted both at the bottom of our website and above on this page, we strongly recommend contacting us before placing an order to confirm stock availability.
6. Tracking Information
Tracking is included with all orders. Check your email or log into your account. Updates may take up to 3 business days to appear.
7. Delivery Issues & Resolution
- Incorrect Service Level: If a slower method is used in error, we shall refund the cost difference.
- Lost/Delayed Parcels: We’ll liaise with the courier to resolve delivery issues and give them reasonable time to resolve as per their terms. This is usually only 1-5 business days from the date of reporting.
- Damaged Goods: Contact us promptly for assistance. We’ll arrange returns, replacements, or repairs as needed.
8. International Shipping
As of 2026, we only ship within Australia, New Zealand, and their territories.
International Shipping is limited to orders under $1000 and 20kg. Any orders over these amounts cannot be processed.
Other Shipping Information & Terms:
- Carrier used may vary - Due to system and logistics limitations, your order may be shipped using a different carrier or service than the one selected at checkout. For example, an order placed with Parcel Post may ship via StarTrack, Direct Freight, Australia Post, or another suitable carrier. This does not change your delivery cost, and tracking will be provided where available.
- Signature services are not guaranteed - If you select “Signature Required”, we will request a signature from the carrier. However, each courier operates differently and the final delivery decision is made by the driver at the point of delivery. In some cases, the driver may leave the parcel in a safe place, deliver to reception, or follow local delivery policies, even when a signature was requested. We cannot guarantee a signature will be obtained.
- Safe place and authority to leave - If a carrier offers “safe place” delivery options, any selection or instructions you provide may be treated as authority to leave. If you do not want a parcel left unattended, we recommend using a staffed delivery address (workplace, reception, parcel locker where suitable) and monitoring tracking closely.
- Cancelling orders once labeled & packed - Shipping refunds may not be possible where the label has already been printed for shipping (done at time of packing) due to courier's terms.
- By placing an order, you agree that delivery is subject to the carrier’s terms, delivery practices and our Policies and Terms of Service.
Contact Us
Need help? Email us at info@hasp.com.au