Shipping policy

Delivery and Collection Policy

Agreed Delivery Times

When placing an order, customers are required to select a preferred delivery date and time. This time is used to plan delivery routes and schedules.

We will make every reasonable effort to attend at the selected time. However, delivery times are estimated only and cannot be guaranteed due to factors outside of our control, including traffic conditions, road closures, delays at prior deliveries, venue access restrictions, and unforeseen circumstances.

Customers are strongly advised to schedule delivery at least 1 to 2 hours before their event start time to allow for contingencies.

Delivery Window and Offloading

From the estimated arrival time, customers are provided with an offloading window of up to 30 minutes, extendable to a maximum of 1 hour where required.

This window allows for:

  • arrival

  • unloading

  • placement of hire items at the agreed drop-off location

Access to the delivery area must be clear, safe, and unobstructed.

Scope of Delivery

Delivery includes ground-level drop-off only.

Delivery does not include:

  • stairs

  • lifts

  • long carry distances

  • internal venue transport

  • navigating restricted access routes

The driver is responsible only for unloading the items and handing them over to the customer or their representative at the agreed location. Any access requirements beyond this must be disclosed in advance and may incur additional charges or result in refusal of delivery if deemed unsafe.

Customer Presence and Waiting Time

The customer, or a designated representative, must be present at the delivery location at the scheduled time.

If the customer is not present:

  • The driver will wait up to 15 minutes

  • Reasonable attempts will be made to contact the customer using the details provided at checkout

If the customer cannot be reached or does not arrive within this period, the driver reserves the right to leave the location and proceed with other scheduled deliveries.

Missed Deliveries and Redelivery

If a delivery is missed due to customer absence, inaccessibility, or unsuitable conditions:

  • Same-day redelivery may be offered subject to availability

  • A redelivery fee will apply

  • If same-day redelivery is not possible, the hire items may be returned to storage

In such cases, the order may be treated as forfeited, and no refund will be issued.

Parking and Access Responsibilities

Customers are responsible for:

  • arranging legal and suitable parking

  • securing permits, loading bays, or venue access where required

  • ensuring the driver can safely stop, unload, and depart

Any fines, penalties, delays, or additional costs incurred due to inadequate parking, obstructions, or restricted access may be passed on to the customer.

Proof of Delivery

For all deliveries:

  • Photographic proof of delivery will be taken

  • Images will document the items delivered and their condition

  • Proof is retained for records and dispute resolution

Delivery confirmation constitutes acceptance of the items in their delivered condition.

Item Placement and Liability

Items will be placed in the location specified by the customer.

Once delivered:

  • Responsibility for the items transfers to the customer

  • Customers must ensure items are stored securely and protected from theft, damage, or environmental exposure

We are not liable for loss or damage caused by insecure locations, public access, or adverse conditions following delivery.

Collection and Pickup

Collections follow the same principles as deliveries.

Customers must ensure:

  • All items are returned to the same accessible location

  • Items are ready for collection at the agreed time

  • Items are not left unattended in insecure or public areas

The driver will load the items onto the vehicle.
Customers are not required to assist with loading.

A collection window of up to 30 minutes is provided. Any extension beyond this is subject to availability and operational requirements.

Condition on Collection

Items must be returned in a condition consistent with normal use.

Loss, excessive damage, or missing items may result in:

  • repair charges

  • replacement costs

  • deductions from any security deposit held

An inventory check may be conducted, and an invoice issued where applicable.

Time-Specific Deliveries

Time-specific delivery is not guaranteed due to external factors such as traffic and access limitations.

While we aim to arrive as close as possible to the selected time, customers should plan accordingly and allow sufficient buffer time. Requests for exact-time delivery may be subject to additional fees and must be agreed in advance.