FAQ
FAQ
These FAQs are a quick-reference guide. They summarise key points from our full Terms and Conditions of Sale, Delivery Policy, Returns and Refunds Policy, and Privacy Policy, all available at www.elevatesurvey.com.au. In the event of any inconsistency between an FAQ answer and a formal policy, the formal policy prevails.
Ordering
Who does Elevate supply to?
Elevate Survey Supplies is a business-to-business supplier. We do not sell to the general public.
How do I place an order?
All orders are placed online at www.elevatesurvey.com.au. We do not take orders by phone — the fastest and most accurate way to order is through our website. Orders by email will only be accepted where we have agreed in writing to do so. We recommend setting up an account so you can track your history, save favourites, and reorder easily.
Do I need a credit account to order?
No. You can pay by Visa or Mastercard at checkout via our payment processor eWAY. A credit account is only required if you want to trade on 30-day net-EOM terms. If you would like to apply for a credit account, the application form is available at www.elevatesurvey.com.au/credit-application.
When is my order dispatched?
Orders for stocked items placed before 7:00 AM (AWST) on a Business Day are typically dispatched the next Business Day. Orders that require manufacturing or are back-ordered can take up to 7–14 Business Days; this is shown on the product page and confirmed when we acknowledge your order.
How do I know if a product requires manufacturing?
Manufactured items are typically indicated on the product page, and you will see an estimated lead time when the product is added to your cart. If you need a large quantity urgently, email [email protected] and we can check current stock and lead times for you.
Can I change or cancel my order after I’ve placed it?
Email [email protected] as soon as possible. Before an order is dispatched, we can usually change or cancel it, though a cancellation fee of up to 20% may apply for orders that have entered production, have already been picked and packed, or shipping has been booked. Custom or made-to-order products cannot be cancelled once production has commenced. See Terms and Conditions of Sale, clauses 3.6 and 3.7.
Can I pick up my order from your warehouse?
No. Elevate does not allow pick-ups from our warehouse directly. Only Pre-Approved Core Carriers — freight carriers we have formally pre-approved in writing — are permitted to collect orders from our warehouse, and only within a specifically allocated collection window. Any attempt to collect by a carrier or person that is not a Pre-Approved Core Carrier will be automatically rejected at your cost. See our Delivery Policy, section 13, and Terms and Conditions of Sale, clause 5.15, for the full arrangement.
If you wish to nominate a carrier for pre-approval, please email [email protected] with the carrier’s name, insurance details, and the collection arrangements proposed. Approval is granted at Elevate’s sole discretion.
Delivery
Where does Elevate deliver?
We deliver Australia-wide. We require a street address — we cannot deliver to P.O. Boxes. Some remote locations may require a depot drop or special freight arrangements; if your address is outside standard delivery zones, we will contact you before dispatch to discuss options.
Do your carriers call ahead before delivering?
No. Our Carriers do not telephone customers prior to attempting delivery. This is not an option, regardless of what you write in the checkout notes field. The Carrier will attempt delivery within the 6-hour business-hours window you nominate at checkout (between 7:00 AM and 5:00 PM, Monday to Friday). You must ensure someone authorised to receive the delivery is on site for the entire window.
Can I track my delivery?
Some (not all) of our Carriers offer live tracking. Where tracking is available, we will provide the details at or after dispatch. The absence of tracking is not a ground for refusing or disputing a delivery.
What happens if no-one is on site when the Carrier attempts delivery?
If the Carrier cannot complete delivery because no-one is on site (or the site is inaccessible, a forklift previously indicated as available is not in fact available, or delivery is refused), this is treated as a Failed Delivery Event. The Carrier will charge Elevate a futile-delivery / redelivery fee, which we pass through to you at cost together with a $15.00 plus GST per-consignment admin fee. See Terms and Conditions of Sale, clauses 5.10 and 5.11, and our Delivery Policy for full detail.
How will I be charged a redelivery fee?
You will receive a Notice of Intended Charge by email at least 24 hours before any redelivery charge is processed, setting out the amount, the reason, and (where available) supporting documentation from the Carrier. A second confirmation email is sent at the time the charge is processed. The 24-hour window is for raising any manifest administrative error (wrong order, duplicate charge, incorrect amount) — redelivery charges are not otherwise subject to dispute, as they reflect a real cost the Carrier has already charged to us.
What’s the difference between tail-lift, forklift, and hand unloading?
- Forklift — fastest. You provide a working forklift (and operator) to lift the pallet off the Carrier’s truck. No surcharge.
- Tail-lift — the Carrier’s vehicle has a hydraulic lift that lowers the pallet to ground level. Add-on surcharge applies; select this at checkout if you do not have a forklift.
- Hand unloading — the Carrier and your team hand-unload the consignment. For Perth metropolitan deliveries, a 10-minute grace period applies, then $1.20 per minute plus GST for any additional time. Carrier vehicles are GPS tracked and recorded times are conclusive.
- Hand unloading outside Perth metro — for deliveries outside the Perth metropolitan area, if hand unloading is required for any reason, the Carrier will charge a hand-unload fee at their own rate, which is passed through to you at cost. A hand-unload event outside metro may also trigger Carrier detention or wait-time charges (see below); these are also passed through.
If you tick the forklift option at checkout and then don’t have a forklift available on the day, you will be charged a tail-lift or hand-unload surcharge — or, if the Carrier cannot complete delivery, a full Redelivery Charge.
What are wait-time and detention charges?
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 it. The 10-minute Perth-metro hand-unload grace period (above) is the same window — not an additional one. If hand-unload time runs over, or site-access delays, paperwork delays, or other delays cause the Carrier to remain on site beyond the 10-minute window, the Carrier will levy wait-time or detention charges at their published rate, which are passed through to you at cost. This applies to all deliveries, not just hand-unload jobs. See Terms and Conditions of Sale, clauses 5.7.1(g) and 5.8, and Delivery Policy, section 6, for the full detail.
Can I use my own freight company?
Yes, with our prior written agreement. Where you elect to arrange transport of your order using your own freight carrier, the following terms apply:
- Elevate will provide the dimensions and weight of your order so that you can arrange freight with your chosen carrier.
- Elevate will deliver the consignment to your chosen transport company’s depot (Perth metropolitan area only) at a mutually agreed time, or hold the consignment for collection by a Pre-Approved Core Carrier at our warehouse.
- We do not fill out consignment notes on behalf of the purchaser. Consignment notes and all required identifying labels must be fully completed and provided to Elevate before we deliver to your selected transport company or release the consignment for collection.
- Any dangerous-goods documents required by your transport company must be provided prior to delivery as well.
- Once items have been delivered by Elevate Survey Supplies to your chosen transport company, or collected from our warehouse by your Pre-Approved Core Carrier, all liability and tracking are the responsibility of the purchaser.
See our Delivery Policy, section 12, and Terms and Conditions of Sale, clause 5.15, for the full arrangement.
Do you deliver to mine sites?
Mine-site deliveries are not available through the online checkout — our website shipping rates do not account for direct-to-mine-site freight costs. Email [email protected] for a mine-site freight quote.
When I select “Authority to Leave” (ATL), who is responsible for the goods?
You are. If you authorise ATL, the products are left at the delivery address entirely at your sole risk. Elevate accepts no liability for any loss, damage, theft, or deterioration of products left under ATL. The Carrier may also refuse ATL at their discretion if there is no safe location available (for example, a sloped or soft unloading surface, or a kerb where a pallet would create a hazard). See Terms and Conditions of Sale, clause 5.4.
Payment and Invoicing
What payment methods do you accept?
For website orders: Visa or Mastercard, processed securely via eWAY. For credit account customers: invoice, with payment due 30 days from end of month statement.
Do you store my card details?
No. Card details are processed by our payment provider (eWAY) on PCI-DSS compliant infrastructure. We do not store credit card numbers on our systems. See Privacy Policy, section 9, for our data security practices.
Can you charge my card for additional costs after my order is placed?
Yes, but only on 24 hours’ advance notice. When you place a card order, you authorise us to debit the same card for any Redelivery Charges, ancillary freight charges (tail-lift, hand-unloading, waiting time, residential-delivery surcharges), storage fees, or restocking fees that properly arise in connection with your order. Before any charge is processed you will receive a Notice of Intended Charge email setting out the amount and the reason, and a confirmation email at the time of the charge. This is a stored-credential authorisation required under Visa and Mastercard merchant rules. See Terms and Conditions of Sale, clause 4.8 for full detail.
How do I apply for a credit account?
Download the Credit Account Application from www.elevatesurvey.com.au/credit-application, complete the sections applicable to your entity type (Track 1 Standard or Track 2 Large Entity), and email the signed form with supporting documents to [email protected]. Processing typically takes 3–5 Business Days once we have all the required information.
What’s the difference between Track 1 and Track 2 credit?
Track 1 is for sole traders, partnerships, trusts, and private companies. It requires a personal guarantee from each director/owner/partner/trustee. Track 2 is for ASX-listed companies, government entities, large-multinational subsidiaries, and private companies with audited revenue over AUD 100M. Track 2 does not require personal guarantees but requires an authority warranty from an authorised signatory (CFO, Treasurer, Financial Controller, or similar). Full detail is in the Credit Account Application and the Terms and Conditions of Credit.
Returns and Product Quality
Can items be returned?
Yes, subject to conditions. For a full description of your rights under Australian Consumer Law and our change-of-mind process, see our Returns and Refunds Policy at www.elevatesurvey.com.au/return-policy. In short:
- Faulty or damaged product — contact us within 7 days of delivery; we will assess and remedy (repair, replace, refund or compensation) per Australian Consumer Law.
- Change of mind — at our discretion, within 14 days, unused and in original packaging; 20% restocking fee may apply; return freight at your expense. Custom and made-to-order items are not returnable for change of mind.
- Natural timber characteristics — see below. These are not defects.
My timber stakes have some surface mould / white bloom on them. Are they faulty?
No. Surface mould, bloom, or staining caused by airborne spores settling on timber during humid storage or ocean transit is a natural characteristic of timber products. It does not affect structural integrity and typically weathers off once the products are in use. This is expressly covered in our Terms and Conditions of Sale (clause 8.2(f)) and our Returns and Refunds Policy (Part D).
My stakes vary in weight / colour / dimensions between batches. Is that a problem?
No — these are normal characteristics of natural timber. Weight varies with moisture content. Colour and grain vary between and within batches. Dimensions vary within standard manufacturing tolerance. Minor surface checking (fine splits), resin seepage, and knot features are typical of the species. Residual sawdust or bark on freshly milled products is also normal. None of these are defects. See Terms and Conditions of Sale, clause 8.2, and Returns and Refunds Policy, Part D, for the full list.
Where is your timber sourced from?
Our hardwood timber is sustainably sourced from managed forests. For more information on our sourcing practices, see www.elevatesurvey.com.au/responsible-sourcing.
I’ve received the wrong product, or a short delivery. What do I do?
Email [email protected] within 7 days of delivery with your order number, a description of the issue, and photographs if possible. We will investigate and arrange the correct product or a credit as appropriate. Under Terms and Conditions of Sale, clause 5.6, failing to give notice within 7 days is taken as acceptance of the products — though your rights under the Australian Consumer Law are not affected.
Privacy and Account
How do I change my account details or unsubscribe from marketing?
Log into your account at www.elevatesurvey.com.au/my-account to update your details, or click the unsubscribe link in any marketing email. Opt-out requests are processed within 5 Business Days.
How is my personal information handled?
In accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. See our Privacy Policy at www.elevatesurvey.com.au/privacy-policy for a full description of what we collect, why, and how it is protected and shared.
Can I request access to the information you hold about me?
Yes. Email [email protected] and we will respond within 30 days. There is no charge for a standard request. See Privacy Policy, section 12, for full detail on access and correction rights under APP 12 and APP 13.
