Delivery Policy

Terms and conditions for the delivery of products purchased from Elevate Survey Supplies.

Last updated: 24 April 2026

This Delivery Policy sets out the terms and conditions for the delivery of products purchased from Elevate Survey Supplies (ABN 89 606 198 420). By placing an order, you agree to this policy.

This policy should be read together with our Terms and Conditions of Sale, Returns and Refunds Policy, and Privacy Policy, all available at www.elevatesurvey.com.au. In the event of any inconsistency between this policy and the Terms and Conditions of Sale, the Terms and Conditions of Sale prevail.

1. Where We Deliver

Elevate Survey Supplies ships Australia-wide. For international shipping queries, please email us at [email protected].

We require a street address for delivery. We cannot deliver to P.O. Boxes.

Mine site deliveries are not available through our online checkout. For mine-site delivery quotes, please email us at [email protected]. Our website shipping rates do not account for direct-to-mine-site shipping costs.

Some remote locations may not be directly serviceable by our current shipping providers. If your delivery address falls outside our standard delivery zones, we will contact you to discuss alternative delivery options. If suitable alternatives are not available, a full refund will be issued.

The locations we can deliver to may change from time to time. Please email [email protected] to confirm delivery to your location.

2. Delivery Timeframes

Stocked items: For orders placed before 7:00 AM (AWST) on a Business Day, delivery will generally be made the next Business Day within Perth metro and standard delivery zones.

Custom or non-stocked items: Delivery (or dispatch where the order requires manufacturing or is back-ordered) can take up to 7–14 Business Days.

Tail-lift deliveries: Allow an additional Business Day.

Important — delivery timeframes

All delivery timeframes are estimates only and are not guaranteed. Actual delivery times may vary depending on order size, stock availability, carrier capacity, weather, and other factors outside our reasonable control. We are not liable for any loss or damage arising from late delivery or failure to deliver due to circumstances beyond our reasonable control (see also our Terms and Conditions of Sale, clause 11 — Force Majeure). Large orders may require extra handling and may take longer to transport. Items within a single order may be delivered separately by different carriers (see Terms and Conditions of Sale, clause 5.5 — Part Deliveries).

3. Delivery Hours and Carrier Contact

All deliveries are made between 7:00 AM and 5:00 PM, Monday to Friday, by Elevate Survey Supplies or our chosen Carrier. No weekend or public holiday deliveries are available.

Carriers do not call ahead of delivery

Our Carriers do not telephone customers prior to attempting delivery. This is not an option, regardless of what is entered in the checkout notes field. The Carrier will attempt delivery within the 6-hour business-hours window you provide at checkout. You must ensure someone authorised to accept the delivery is on site for the entire nominated window. Some (not all) of our Carriers offer tracking. Where tracking is available, tracking details will be provided at or after dispatch. The absence of tracking is not a ground for refusing or disputing a delivery or redelivery charge.

4. Delivery Charges

Delivery charges are calculated on a per-order basis according to your delivery address. You will have the opportunity to view the finalised delivery charges at the checkout stage before completing your order and making payment.

All shipping charges will be shown at the checkout and may vary depending on order weight, dimensions, and destination.

Residential pallet deliveries incur an automatic residential-delivery surcharge applied by our Carriers. This surcharge is included in the shipping rate calculated at checkout where your delivery address has been identified as residential.

Urgent Delivery Surcharge: Urgent deliveries incur an additional surcharge of $40.00 (ex GST) or 20% of the total order value (ex GST), whichever is greater.

4.1 Shipping Rate Adjustments and Errors

While we strive for accuracy, shipping rates are subject to change due to data entry errors, fluctuating fuel surcharges, or unannounced zone changes from our freight partners.

If the shipping cost calculated at checkout is significantly incorrect, we will always contact you first. Before taking any action, we will:

provide the updated shipping cost for your approval;
discuss alternative shipping methods or carriers; and
offer a full refund if the new shipping cost does not work for you.

We will only cancel and refund an order due to a shipping rate error if we are unable to reach an agreement with you on the correct shipping cost. We value your business and will only request a rate adjustment in cases of genuine error or unforeseen logistical changes.

5. Site Access Requirements

You must ensure the delivery address is accessible to heavy transport vehicles by sealed, trafficable road. Our Carriers will not drive heavy rigid vehicles (including prime movers and semi-trailers) over:

sand, soft ground, or grass paddocks;
unsealed gravel or dirt tracks;
off-road terrain or station tracks;
roads or driveways with insufficient turning space for the Carrier’s vehicle; or
any surface the Carrier determines to be unsafe for their vehicle or driver.

Where the delivery address is behind a locked or closed gate, you must ensure the gate is open or that an authorised person is available to open it during the nominated delivery window. Carriers will not wait for gates to be opened, and locked-gate failures will be treated as Failed Delivery Events.

If you are unsure whether your delivery address is suitable for heavy transport vehicle access, please email [email protected] before placing your order.

6. Unloading Requirements

You are responsible for unloading Products at the delivery address. Our Carriers will not hand-unload pallet consignments unless a tail-lift has been specifically requested and paid for at checkout.

6.1 Forklift availability

At checkout you are required to confirm whether a forklift or other mechanical unloading equipment is available at the delivery address. If you indicate a forklift is available and the Carrier finds on attendance that no forklift is in fact available or operational, then (at the Carrier’s discretion):

a tail-lift surcharge will be applied and passed through to you;
a hand-unloading charge will be applied and passed through to you (calculated at the Carrier’s per-minute rate beyond the standard grace period); or
the delivery will be treated as a Failed Delivery Event and returned to depot, with a Redelivery Charge applying under our Terms and Conditions of Sale.

6.2 Tail-lift charges

Where a tail-lift is required (because no forklift is available at the delivery address and the consignment exceeds 30 kg per pallet or parcel), a tail-lift surcharge will be added automatically at checkout for pallet consignments. Tail-lift deliveries may require an additional Business Day.

6.3 Hand unloading (Perth metropolitan)

For Perth metropolitan deliveries requiring hand unloading, a grace period of 10 minutes applies for you or your representative to hand-unload the consignment. Any additional time is billed at $1.20 per minute (ex GST) by the Carrier and passed through to you. The 10-minute grace period in this clause forms part of, and is not in addition to, the Carrier’s 10-minute on-site window described in clause 6.5. Carrier vehicles are GPS tracked and some are video monitored — recorded times will be taken as conclusive evidence of time on site.

6.4 Hand unloading outside Perth metropolitan

For deliveries outside the Perth metropolitan area, if hand unloading is required for any reason (whether because no forklift is available, the indicated forklift is inoperative, or the consignment cannot be mechanically unloaded for any other reason), the Carrier will charge a hand-unloading fee at the Carrier’s own published rate. That fee is passed through to you at cost together with our standard administration fee under clauses 4.8 and 5.11 of our Terms and Conditions of Sale.

A hand-unload event outside Perth metro may also trigger Carrier detention or wait-time charges (see clause 6.5 below) where the Carrier’s time on site exceeds the Carrier’s standard 10-minute on-site window. Both fees may apply concurrently.

6.5 Carrier waiting-time and detention charges

Freight carriers operate a standard on-site window of 10 minutes for the Carrier to attend the delivery address, present the consignment, and (where required) hand-unload the consignment. Where unloading time exceeds the 10-minute hand-unload grace period in clause 6.3, or where site-access delays, paperwork delays, or other delays at the delivery address cause the Carrier to remain on site beyond the 10-minute window, the Carrier will levy waiting-time or detention charges at the Carrier’s own published rate. Those charges are passed through to you at cost together with our standard administration fee under clauses 4.8 and 5.11 of our Terms and Conditions of Sale.

This clause applies to all deliveries — pallet, parcel, mechanical-unload, and hand-unload. Carrier vehicles are GPS tracked and some are video monitored; recorded arrival and departure times are conclusive evidence of time on site.

6.6 Certain items always treated as parcel

Certain items (or combinations of items) are always shipped as parcel consignments regardless of weight. This is determined by our shipping system at checkout and is based on item dimensions and product type. For pallet-only items exceeding 30 kg, a forklift or tail-lift is required for unloading.

7. Acceptance of Delivery and Authority to Leave

Deliveries must be signed for unless you have selected Authority to Leave (“ATL”) at checkout.

Any person at the delivery address who receives the Products is deemed to be authorised by you to accept delivery on your behalf.

7.1 Authority to Leave (ATL)

If you select ATL at checkout, you may provide instructions in the notes field requesting that the parcel or pallet be left in a particular location. These instructions are requests only. The Carrier’s driver retains full discretion as to where to leave the Products safely, and such location must be:

within a short distance of where the Carrier’s vehicle can safely stop;
on level, solid ground (not gravel, dirt, grass, or sloped surfaces, particularly for pallets which require a pallet jack and level surface);
not creating a traffic hazard (pallets cannot, for example, be left against a kerb on a road); and
not posing a safety risk to the driver or the public.

If the Carrier cannot safely comply with your ATL instructions, the Carrier may (in its discretion) leave the Products at an alternative safe location on site, return the Products to depot, or apply additional charges. Any resulting additional charges will be passed through to you under clauses 4.8 and 4.9 of our Terms and Conditions of Sale.

Where you authorise ATL, the Products are left at the delivery address entirely at your sole risk. Elevate Survey Supplies accepts no liability for any loss, damage, theft, or deterioration of Products left pursuant to an ATL instruction, and no claim for refund, replacement, or credit will be accepted in respect of Products left under ATL.

7.2 Incorrect address

If a delivery address is incorrect due to information provided by you, a Redelivery Charge will apply if a delivery attempt has been made and redelivery is required.

8. Risk and Inspection

Risk of loss or damage passes to you upon delivery. If you have requested ATL, risk passes when the Products are left at the delivery address. Where your order is collected by, or delivered to, a carrier you have nominated (see section 12 below), risk passes on handover of the Products to that carrier.

You must inspect all Products upon delivery and notify us of any damage, discrepancy, shortage, or wrong specification within 7 days of delivery (see Terms and Conditions of Sale, clause 5.6). Subject to your rights under the Australian Consumer Law, failure to notify us within this period constitutes acceptance of the Products in good order.

Your rights under the Australian Consumer Law are not affected by this inspection period. If a product is faulty, you are entitled to a remedy under our Returns and Refunds Policy regardless of when you discover the fault.

9. Damaged, Missing, or Incorrect Deliveries

If your delivery arrives damaged, is missing items, or contains incorrect products:

contact us immediately at [email protected];
retain the original packaging and do not dispose of any damaged items, as we may need to inspect or photograph them; and
provide your order number, a description of the problem, and photographs of any damage.

We will arrange a replacement, refund, or redelivery as appropriate, in accordance with our Returns and Refunds Policy and the Australian Consumer Law. Where a product arrives damaged due to Carrier handling, we will manage the claim with the Carrier on your behalf — you do not need to deal with the Carrier directly.

10. Failed Deliveries and Redelivery Charges

How redelivery charges work

Our Carriers charge us a redelivery or “futile delivery” fee every time a delivery cannot be completed at the nominated address. Those fees — set by the Carrier, not by us — are passed through to you along with a small administration fee. By placing an order with us, you agree that we may charge these amounts to your payment method (or add them to your credit account) on 24 hours’ advance email notice. This is set out in clauses 4.8, 4.9, 5.10 and 5.11 of our Terms and Conditions of Sale, and is separately acknowledged at checkout via a required tickbox.

10.1 When a Failed Delivery Event occurs

A Failed Delivery Event occurs where the Carrier attends the delivery address and cannot complete delivery because:

no one is present at the delivery address within the nominated 6-hour business-hours window;
no one present is willing or authorised to sign for the delivery;
you provided inaccurate or incomplete delivery information, site access details, or contact details;
the delivery address is inaccessible or unsafe for the Carrier’s vehicle (including sand, gravel, off-road tracks, locked gates, or insufficient turning space);
you indicated at checkout that a forklift was available and no forklift was in fact available or operational;
you refused delivery without lawful cause; or
the Carrier was otherwise prevented from completing delivery through no fault of Elevate or the Carrier.

10.2 What you will be charged

Where a Failed Delivery Event occurs, you will be charged:

the actual redelivery, return-to-depot, or futile-delivery fee charged to us by the Carrier (passed through at cost);
a fixed administration fee of $15.00 plus GST per affected consignment; and
any storage, depot, or handling charges levied on us until the consignment is redelivered or collected.

For indicative purposes only, Carrier redelivery fees for pallet consignments typically range from approximately $90 to $250 per pallet depending on the Carrier, route, and whether tail-lift access is required on redelivery. Parcel redelivery fees are generally lower. These are Carrier charges — not Elevate charges.

10.3 How you will be charged

Where you paid for your order by credit or debit card (Visa or Mastercard through eWAY), you authorise us to debit the same card for the Redelivery Charge. Where you hold a credit account with us, the Redelivery Charge will be added to your next statement. In both cases, you have agreed to this by accepting our Terms and Conditions of Sale when placing your order and by ticking the dedicated authorisation tickbox at checkout.

When a Failed Delivery Event occurs and we have received the Carrier’s charge advice, we will send you a Notice of Intended Charge by email setting out the amount, the reason, and (where available) supporting documentation from the Carrier. The charge will then be processed no earlier than 24 hours after that notice has been sent. A second email confirming the charge is sent at the time the charge is debited.

The 24-hour notice period is a short window for you to raise any manifest administrative error (wrong order, duplicate charge, incorrect amount). It is not a window to dispute the underlying failure — that is governed by the Terms and Conditions of Sale, and redelivery charges are not otherwise subject to dispute. In cases of suspected fraud or insolvency we may charge on shorter notice, with the notice and confirmation emails sent at the time of the charge.

Redelivery Charges are not subject to dispute except in cases of manifest administrative error. You acknowledge that the Carrier’s charge reflects a cost we have already incurred, regardless of whether you dispute the underlying reason for the failed delivery.

10.4 If you do not arrange redelivery

If you fail to arrange redelivery or collection of the consignment within 5 Business Days of being notified of a Failed Delivery Event, we may (at our discretion):

return the Products to our warehouse and apply the change-of-mind provisions (including a 20% restocking fee and non-refundable delivery costs);
continue to levy storage charges from the Carrier’s depot until you make arrangements; or
after 30 Business Days, treat the Products as abandoned and dispose of them, with any net proceeds applied against amounts owing.

11. How to Avoid Redelivery Charges

Before you place your order, check the following

• Is someone definitely going to be on site during the entire 6-hour business-hours delivery window you nominate? If in doubt, nominate a work address where staff are present all day.

• For pallet deliveries: Is a forklift available and operational? If not, select the tail-lift option at checkout (additional surcharge applies).

• Is the delivery address on a sealed road trafficable by a rigid heavy vehicle? If the address is at the end of a sand, gravel, or off-road track, contact us first to discuss alternatives.

• Are gates unlocked and open during the delivery window, or is an authorised person available to open them?

• Is the site surface level and solid enough for a pallet jack to operate if you have selected ATL?

• Have you provided a site contact mobile number at checkout, in case the Carrier needs to contact you on arrival?

• If your plans change, email us at [email protected] before the scheduled delivery day so we can hold the consignment.

12. Using Your Own Freight Carrier

Where you elect, with our prior written agreement, to arrange transport of your order using your own freight carrier, the terms below apply in addition to our Terms and Conditions of Sale (see in particular clause 5.15). These terms apply equally where your nominated carrier is to collect from our warehouse (collection terms also apply — see section 13 below) or where Elevate is to deliver your consignment to your chosen transport company’s depot.

12.1 Dimensions and weight

Elevate will provide you with the dimensions and weight of your order so that you may arrange freight with your chosen carrier.

12.2 Consignment notes and labels — your responsibility

We do not prepare, complete, or sign consignment notes on behalf of the purchaser. Fully completed consignment notes, together with all required identifying labels, must be provided to Elevate before we will release or deliver the consignment.

A fully completed consignment note means all relevant fields are filled in, including sender name, sender account number with your chosen carrier, sender signature, consignee details, goods description, weight and dimensions, and any other fields required by your carrier. Elevate will not add, alter, or interpret any information on your consignment note.

12.3 Dangerous-goods documentation

Where the Products are classified as dangerous goods, or where your chosen carrier requires dangerous-goods documentation (for example, a dangerous-goods declaration or safety data sheet), all such documentation must be provided to Elevate prior to delivery, fully completed and signed by an authorised person.

Until all required consignment notes, labels, and dangerous-goods documentation have been received in order, your order will be placed on hold. Elevate accepts no liability for delay or storage charges arising from incomplete or late-provided documentation.

12.4 Delivery to your chosen transport company

Where Elevate has agreed to deliver the consignment to your chosen transport company’s depot, delivery will be made within the Perth metropolitan area at a mutually agreed time and during that transport company’s standard receiving hours. Delivery outside the Perth metropolitan area, or outside the receiving carrier’s standard hours, is not available.

12.5 Risk, tracking, and liability

Once the Products have been delivered to your chosen transport company, or collected from our warehouse by your Pre-Approved Core Carrier, all liability, risk, and tracking are the responsibility of the purchaser. Elevate has no liability of any kind in respect of loss, damage, delay, or any other matter arising after handover.

You are solely responsible for arranging and maintaining appropriate insurance over the Products from the point of handover.

13. Warehouse Collections by Pre-Approved Core Carriers

Elevate does not allow pick-ups from our warehouses directly. Only Pre-Approved Core Carriers are permitted to collect orders from our warehouse. Any attempt to collect by a carrier or person that is not a Pre-Approved Core Carrier will be automatically rejected at the cost of the purchaser.

Pick-ups by Pre-Approved Core Carriers may only occur within the collection window allocated by Elevate for the relevant consignment. Any attempt to pick up outside the allocated collection window will also be automatically rejected at the cost of the purchaser.

13.1 What is a Pre-Approved Core Carrier

A Pre-Approved Core Carrier is a freight carrier that:

has been formally pre-approved in writing by Elevate;
holds current public liability and carrier’s liability insurance, evidence of which has been provided to Elevate on request;
complies with Elevate’s warehouse access and work-health-and-safety requirements; and
has been issued with a unique carrier identifier by Elevate for use at pick-up.

If you wish to nominate a carrier for approval as a Pre-Approved Core Carrier, please email [email protected] with the carrier’s name, insurance details, and the collection arrangements proposed. Approval is granted at Elevate’s sole discretion and may be withdrawn at any time.

13.2 Rejected collections — cost consequences

Where a collection attempt is rejected under this section 13, the purchaser is liable for:

any futile-collection, re-scheduling, or administrative charges incurred by the purchaser or the purchaser’s nominated carrier; and
any additional handling or storage charges incurred by Elevate.

Elevate is not obliged to prioritise the re-scheduling of any rejected collection. A further collection window will be allocated in the ordinary course of our warehouse operations.

13.3 Incomplete documentation

Where a Pre-Approved Core Carrier attends the warehouse to collect a consignment and the consignment note, labelling, or dangerous-goods documentation is incomplete, incorrect, or missing, Elevate will not release the consignment. The carrier will be required to return within a subsequently allocated collection window once the documentation is in order.

14. Order Cancellations Affecting Delivery

If you wish to cancel an order before it has been dispatched, please email [email protected] immediately. Cancellation terms are set out in our Terms and Conditions of Sale, clause 3.6.

If an order has already been dispatched and you wish to cancel, you will be responsible for the cost of return shipping. Any applicable restocking fees under our Returns and Refunds Policy may also apply.

15. Relationship to Other Policies

This Delivery Policy forms part of, and should be read in conjunction with, our Terms and Conditions of Sale (available at www.elevatesurvey.com.au/terms-and-conditions). Where the Terms and Conditions of Sale address delivery matters (including clauses 5.1–5.15 on delivery, risk, inspection, part deliveries, failed deliveries, redelivery charges, and buyer-nominated carriers), those clauses apply. In the event of any inconsistency, the Terms and Conditions of Sale shall prevail.

If a product arrives damaged or faulty, please refer to our Returns and Refunds Policy (available at www.elevatesurvey.com.au/return-policy) for information on how to make a claim.

Your personal information provided for delivery purposes is handled in accordance with our Privacy Policy (available at www.elevatesurvey.com.au/privacy-policy). We may share your name, contact details, and delivery address with our Carriers and freight partners for the sole purpose of fulfilling your delivery.

16. Policy Updates

We may update this Delivery Policy from time to time. The current version will be published on our website.

17. Contact Us

If you have any questions about delivery, need to arrange alternative delivery, or have a problem with a delivery, please contact us:

Elevate Survey Supplies

ABN: 89 606 198 420
Email: [email protected]
Phone: (08) 6507 2948
Website: www.elevatesurvey.com.au
Business Hours: Monday–Friday, 8:00 AM – 4:00 PM (AWST)