Shipping Policy

Effective Date: August 13, 2025
Last Updated: August 13, 2025

1. Overview

At Poolwise Padbury (Kestrel Investments WA Pty Ltd, ABN: 58 659 711 476), we're committed to delivering your pool and spa equipment quickly, safely, and affordably. This policy outlines our shipping methods, costs, and delivery timeframes across Australia.

Our Warehouse Location:
Shop 14, Padbury Shopping Centre
75 Warburton Avenue
Padbury, WA 6025
Phone: (08) 9403 6000

2. Free Shipping Offers

2.1 Free Local Delivery Zone

We offer FREE LOCAL DELIVERY for the following Perth postcodes:

6020 (Neerabup, Wanneroo)
6021 (Wanneroo)
6022 (Tapping, Carramar)
6023 (Duncraig)
6024 (Greenwood, Warwick)
6025 (Craigie, Beldon, Edgewater, Heathridge, Mullaloo, Ocean Reef, Padbury, Kallaroo, Hillarys)
6026 (Kingsley, Woodvale)
6027 (Joondalup, Connolly, Currambine, Kinross, Iluka, Burns Beach)
6028 (Burns Beach, Currambine, Joondalup, Kinross)
6029 (Butler, Ridgewood, Quinns Rocks, Mindarie, Clarkson, Merriwa)

No minimum order required for free local delivery in these areas.

2.2 Free Australia-Wide Shipping

FREE STANDARD SHIPPING on all orders over $500 (excluding oversized items and chemicals - see Section 7).

3. Shipping Costs

3.1 Standard Shipping Rates

For orders under $500 or outside free delivery zones, shipping costs are calculated at checkout based on your delivery address and order contents.

3.2 Express Shipping

Express shipping is available for most products, and will be calculated based on order weight and destination at checkout.

3.3 Oversized Items

Large pool equipment (pumps, filters, chlorinators, heat pumps) may incur additional freight charges:

These charges will be clearly displayed at checkout
We'll contact you before dispatch if additional costs apply
Typical oversized freight: $50-$150 depending on size and destination

4. Delivery Timeframes

4.1 Processing Time

In-stock items: Processed and dispatched within 24 hours of order placement (business days)
Special orders: 5-10 business days (we'll confirm timeframe via email)
Orders placed after 2 PM WST: Processed the next business day

4.2 Standard Delivery Times (from dispatch)

Local Delivery Zone (6020-6029):

1-2 business days
Delivered by our own team
SMS notification on delivery day

Perth Metropolitan Area:

2-4 business days
Australia Post or courier service

Western Australia Regional:

3-7 business days
Extended times for remote areas

Eastern States:

5-10 business days
Major cities: 5-7 days
Regional areas: 7-10 days

Northern Territory & Tasmania:

7-12 business days

4.3 Express Delivery Times

Perth Metro: 1-2 business days
WA Regional: 2-3 business days
Eastern States: 2-4 business days

5. Shipping Methods

We use the following trusted carriers:

Poolwise Local Delivery Team (postcodes 6020-6029)
Australia Post (standard and express services)
Sendle (selected items)
Toll/FedEx/TNT (oversized freight)
Specialized Chemical Carriers (pool chemicals - see Section 7)

6. Order Tracking

6.1 Tracking Information

You'll receive an email with tracking details once your order is dispatched
Track your order through the carrier's website using the provided tracking number
For local deliveries, we'll SMS you on the morning of delivery

6.2 Delivery Confirmation

Signature may be required for orders over $500
Photo proof of delivery available for unattended deliveries (where permitted)
Authority to Leave (ATL) can be requested in order notes

7. Special Shipping Conditions

7.1 Pool Chemicals

Important: Due to safety regulations, pool chemicals have special shipping requirements:

Dangerous Goods Classification: Many pool chemicals are classified as dangerous goods
Cannot be shipped via air freight - road transport only
Additional transit time: Add 3-5 days to standard delivery times
Shipping surcharge: $25-$50 depending on quantity and type
Maximum quantities per order may apply
Cannot be shipped to: PO Boxes, Parcel Lockers, or some remote areas

Chemical Shipping Restrictions by State:

WA Regional: Some chemicals cannot be shipped to certain remote areas
Interstate: Liquid chlorine cannot be shipped outside WA
All states: Acids and oxidizers must be shipped separately

7.2 Robotic Pool Cleaners

Shipped in original manufacturer packaging
Additional insurance included automatically
Signature required on delivery
Cannot be left unattended

7.3 Pumps and Filters

Classified as oversized items
Delivered to ground level only (no stairs/lifts)
Two-person delivery may be required (additional cost)

8. Delivery Address Requirements

8.1 Valid Delivery Addresses

We deliver to:

Residential addresses
Business/commercial addresses
Construction sites (with site contact details)

8.2 Addresses We Cannot Ship To

PO Boxes (except for small accessories under 5kg)
Parcel Lockers (chemicals and oversized items)
International addresses
Incorrect or incomplete addresses

8.3 Address Changes

Address changes must be requested before dispatch
Email info@poolwise.com.au immediately if you need to change your delivery address
We cannot redirect orders once collected by the carrier

9. Delivery Procedures

9.1 Attended Delivery

Someone should be available to receive the delivery
Valid ID may be required for high-value items
The receiver must be over 18 years old

9.2 Unattended Delivery (Authority to Leave)

Available for orders under $500 (excluding chemicals)
Specify a safe location in your order notes
We're not responsible for loss or damage after unattended delivery
Not available for apartment buildings or high-risk areas

9.3 Failed Delivery Attempts

If delivery cannot be completed:

A calling card will be left
Item held at local depot/post office for collection
Redelivery can be arranged (additional charges may apply)
Items returned to us after 10 business days (return shipping charged)

10. Installation Services

10.1 Local Installation (6020-6029 postcodes)

We offer professional installation (AT EXTRA COST) for:

Pool pumps
Filters
Chlorinators
Salt water systems
Heat pumps

Installation costs quoted separately - contact us for pricing

10.2 Installation Not Included

Standard delivery does not include:

Unpacking or positioning equipment
Removal of old equipment
Plumbing or electrical connections
Disposal of packaging

11. Damaged or Missing Items

11.1 Inspection Upon Delivery

IMPORTANT: Inspect your delivery immediately:

Check packaging for visible damage
Note any damage on the delivery receipt
Take photos of damaged packaging before opening
Report damage within 48 hours

11.2 Concealed Damage

If damage is discovered after unpacking:

Stop unpacking immediately
Take photos of the damage and packaging
Contact us within 48 hours at info@poolwise.com.au
Keep all packaging materials for inspection

11.3 Missing Items

Check your order confirmation for multiple shipments
Report missing items within 48 hours of delivery
We'll investigate with the carrier and resolve within 5 business days

12. International Shipping

We currently DO NOT ship internationally.

We only deliver within Australia. For international inquiries, please contact us to discuss alternative arrangements.

13. Peak Season & Public Holidays

13.1 Peak Pool Season (October - March)

During peak season:

Allow additional 2-3 days for delivery
Order early to avoid disappointment
Express shipping recommended for urgent needs

13.2 Public Holidays

No processing or dispatch on WA public holidays
Deliveries not available on public holidays
Allow extra time for orders placed before long weekends

13.3 Christmas Period

Special arrangements apply from December 15 - January 10:

Earlier order cutoffs for Christmas delivery
Extended delivery timeframes
Limited express shipping availability

14. Rural and Remote Deliveries

14.1 Remote Area Surcharges

Additional charges apply to some remote postcodes:

WA Remote: Additional $50-$150
Check at checkout if your postcode attracts remote charges

14.2 Extended Timeframes

Remote areas may experience:

Additional 5-10 business days for delivery
Limited tracking updates
Delivery to nearest depot only (customer collection required)

15. Customer Responsibilities

You are responsible for:

Providing accurate delivery information
Ensuring someone is available for delivery (if required)
Providing safe access for delivery
Inspecting goods upon delivery
Proper storage of chemicals after delivery

16. Shipping Policy Changes

This policy may be updated to reflect:

Carrier service changes
Regulatory requirements
Seasonal adjustments
Business improvements

Check this page regularly for updates. Changes apply to orders placed after the update date.

17. Contact Information

For shipping inquiries:

Poolwise Shipping Department
Phone: (08) 9403 6000
Email: info@poolwise.com.au
Hours: Monday-Friday 9 AM - 5 PM, Saturday 9 AM - 1 PM WST

For urgent shipping issues:

Call during business hours for immediate assistance
Email subject line: "URGENT - Shipping Issue - Order #[your order number]"

18. Frequently Asked Questions

Q: Can I collect my order instead of having it shipped?
A: Yes! Click & Collect is available from our Padbury store. Select "Store Pickup" at checkout.

Q: Do you ship on weekends?
A: Orders are processed Monday-Friday only.

Q: Can I track my local delivery?
A: Yes, you'll receive an email or SMS on the morning of delivery with an estimated time window. Please note certain carriers do NOT have this facility.

Q: What if I'm not home for delivery?
A: Specify Authority to Leave instructions in your order notes, or arrange redelivery through the carrier.

Q: Can you ship to my workplace?
A: Yes, we deliver to business addresses during business hours.

This Shipping Policy forms part of our Terms and Conditions. By placing an order, you agree to these shipping terms. For complete terms, please see our Terms and Conditions page.

Last Updated: August 13, 2025
Kestrel Investments WA Pty Ltd | ABN: 58 659 711 476 | Trading as Poolwise Padbury