Shipping policy

1. Processing and lead times

Orders are dispatched once payment has been received in full. Orders placed before 2pm on a business day are processed the same day; orders after 2pm, on weekends or on public holidays are processed the next business day.

• Pick-and-pack items are ready for pickup or dispatch the next business day. Most items on our website are pick-and-pack, unless they are custom made (such as custom drains) or fabricated (such as items from our Structural Steel category).
• Custom-cut, fabricated and special-order items are made to your specifications, and lead times depend on many factors. See our Standard Lead Times for a guide, and contact our team before ordering if you have any concerns.
• Out-of-stock items: we will email you with the expected dispatch date.

You will receive an order confirmation email, then at least one email with your tracking number and courier name when your order leaves us. You may also hear from the freight forwarder and the courier.

2. Delivery options

Choose your delivery method at checkout. The options shown depend on the items in your cart and your address.

• Pick-and-pack items ship Australia-wide. Custom, fabricated and structural items ship to NSW and the ACT only.
• We do not ship internationally. Please contact us to discuss options.
• We use the courier you choose wherever possible, but may change the courier if needed.
• Prices are in AUD and include GST. For large, long-length or regional loads, request a delivery quote before ordering.
• If the shipping rate shown on our website is lower than the actual cost of delivery, we will contact you and may cancel the order with a full refund.
• Optional transit insurance is available. Ask our team for details.

3. Truck deliveries: site access

Please make sure that:

• your delivery address and an on-site contact phone number are correct. We are not responsible for orders sent to an incorrect address you supplied, and re-sending will be charged;
• a heavy vehicle can safely reach a firm, level drop-off point, clear of overhead wires and trees;
• someone is on site to receive and sign for the goods, and any equipment or labour needed to unload long or heavy items is available;
• you tell us in advance about restricted access, permits, delivery windows or site inductions.

The driver may refuse to unload, or unload at the nearest safe point, if access is unsafe. Most courier deliveries do not need anyone present: if the courier judges it safe, they will leave the goods, and goods left without a signature are at your risk once delivered.

4. Collecting your order

Wait for our confirmation that your order is ready, then collect from our Glendenning or Belmore warehouse, Monday to Friday, 8am–4pm. Your vehicle must be able to carry the load safely.

Vehicle	Maximum load
Sedan, wagon or van (roof racks)	50 kg
Ute or van with trade racks	100 kg

• Vehicle and rack manufacturer limits always apply; the lowest-rated part sets the limit.
• Secure the load forwards, rearwards and sideways with rated restraints.
• Loads projecting more than 1,200 mm past the rear need a bright warning flag.
• We may refuse to release goods that cannot be carried safely. See the Safe Collection Guide on our Delivery Information page.

5. Inspecting your delivery

1. Note any visible damage or missing items on the delivery docket before signing.
2. Photograph the damage, packaging and delivery docket.
3. Contact us with your order number and photos. Report wrong items as soon as you receive them, and other problems within 7 to 14 days.
4. Don’t return anything until we give you a Return Authorisation Number.

If a courier parcel shows as delivered but you can’t find it, check with the courier first, then contact us. Where goods are damaged, faulty or incorrect, we cover return costs and will repair, replace or refund once the claim is verified. See our Refund Policy.

6. Delays, changes and failed deliveries

• Estimates only: delivery dates are estimates and carriers can change. We are not liable for delays beyond our reasonable control, such as weather, carrier delays or road closures.
• Changes: contact us at least one business day before the booked date to change the date, time or address.
• Cancellations: orders can only be cancelled before processing starts. A 20% cancellation and restocking fee applies.
• Failed delivery: some deliveries need someone present to sign for and accept the goods. If no one is there and we can’t contact you, the goods go back to the depot and a calling card is left. If we still can’t make contact and the goods are returned to us, a further delivery fee may be charged.
• Holding goods: if you ask us to delay delivery, we will hold goods for a reasonable period. Storage may be charged after that, and we will tell you first.

7. Risk and ownership

Risk passes to you when the goods are delivered or loaded onto your vehicle at pickup. Without limiting our other Terms of Service, we do not accept liability for goods lost, stolen or damaged after delivery, or for loss or damage caused by late delivery. Ownership stays with Steel Builders until paid in full. This policy is governed by the laws of New South Wales and does not limit your rights under the Australian Consumer Law.