General Delivery Information
Getting your goods to you safely and swiftly is of utmost importance to us. That is why we use a number of different carriers to ensure we can get your order to you regardless of your address or the size of your order. To ensure secure delivery of orders to the correct recipients our carriers all require someone to sign for the consignments at the final destination.
Delivery Costs and Times
Delivery charges and the time the order takes to reach you obviously depends on your location, how much you have purchased, and, what freight method you have selected.
As a general rule we aim for a 24 hour turnaround from the moment your order has been received to the order being shipped from our warehouse. There are times when this may stretch out to 48 hours but that is generally a case of items being temporarily out of stock, or, at a different location.
All Modelflight orders that are less than AUD$200 in value will incur a freight charge. If you purchase any dangerous goods, a AUD$10 surcharge will be added to the shipping cost.
Modelflight reserves the right to upgrade the freight method to a courier service at no extra cost to the recipient if the selected method of freight is inappropriate. Modelflight reserves the right to cancel an order if it deems the freight method is not appropriate to ensure the parcel arrives in an acceptable condition.
Please note that items greater than 5 cubic kg’s CANNOT be shipped to PO Boxes. We must have a street address for any order totalling over the 5 cubic kg mark, or, any order greater than 1050mm in length. As our carriers require a signature at the point of delivery it is a requirement that you provide Modelflight with a delivery address where someone will be present to sign for the consignment during business hours (9am – 5pm, Monday to Friday). Work addresses are often given by customers to make this process easier.
Available Freight Options
Australia Post – This is an ordinary post service generally used for smaller items. This service is NOT insured, comes with no tracking number/details, and, is used at the customers own risk. For insured freight please select the courier option.
Couriers – We use a combination of carriers to ensure flexibility with delivery options. These services are insured and have online track and trace systems. On the customer’s request we can instruct our carriers with an ‘Authority To Leave’ which does not require a signature to be taken. If this option is chosen the insurance is invalidated, and, if any consignments are ‘lost’ after our carriers have recorded the parcels as ‘successfully delivered’ they are not covered by Modelflight.
Consignment Number Notification
All dispatched orders generate an email advice automatically which is sent to the email address provided by the customer. If you do not receive any of these emails then please add modelflight.com.au to your email programs ‘Friends’ list. This will stop the notification emails from being classified as spam and re-directed to your Junk email folder. You may need to talk with your ISP as they can also accidentally blacklist domains that send a lot of emails.
Modelflight currently ships to a number of different countries. There are, however, a number of conditions involved with fulfilling international orders. They are:
- Need to provide an email address and respond to a secondary query requesting confirmation of delivery address and daytime contact details.
- Need to acknowledge that you will accept liability for any customs duty payable on your order as it enters your country.
- Payments will only be accepted via PayPal.
- Due to the increasing frequency of credit card fraud unless we are unable to accept payment for international orders via credit card verified trading history with Modelflight has been established.
- Modelflight will need to get a quote on the cost of international freight from their carriers and confirm this cost with the customer prior to shipping.
Modelflight only offers a carrier option for international orders. This is for insurance and proof of delivery purposes. For security reasons Modelflight will only ship international orders to the customer’s billing address, unless proof of address can be provided to our satisfaction. Modelflight reserves the right to cancel any international orders if the details provided do not meet the outlined conditions, or, there are any other suspicious circumstances regarding the order.
International – Duties and Taxes
All prices on modelflight.com.au include GST. The GST component will be deducted if the shipping address is outside of Australia. International deliveries may be subject to Customs duties and/or taxes dependent on the value of the order. Payment of any duties/taxes is the responsibility of the customer. Modelflight and its suppliers accept no liability for any duties or taxes due upon the orders arrival into the customer’s country. Each country has its own customs levy level so please be aware of this when placing international orders.
How To Track Your Order
If your order is taking longer than expected, or, you want to find out when it will arrive, you can check its progress at modelflight.com.au by clicking on ‘Delivery/Track and Trace’ and following the prompts. You will need to enter your freight consignment number in and the ensuing search results should show you the current status of your order, and, it’s physical location.
If your order is severely overdue please contact our Customer Service Team on (08) 8186 4250 between 9am and 5pm (CST), Monday to Friday. You can also get in touch with our Customer Service Team via email on. You will need to quote your order number in any communication with Modelflight.
If a package has been damaged in shipping and it is apparent when the package arrives at your door, please REFUSE the delivery. If you have already accepted a package and then discover that it has been damaged, call us immediately. If possible please take photos of the damaged packages. If we are to put a claim into our freight company a photo provides fairly conclusive proof of where the fault lies. Be sure to save all paperwork and packing material with the damaged goods as the carrier may wish to inspect the consignment before processing the claim. Please do not return ‘damaged in transit’ merchandise yourself. Please contact us and we will make arrangements for the collection of the damaged goods, and, organise replacement product to be shipped to you. Returning the goods yourself could also jeopardize your claim and keep you from receiving credit for the return.
If you receive defective merchandise please call Modelflight for return instructions. In most cases we will accept returns and make adjustments, however, some manufacturers prefer handling defects directly. Defects found after the product is in use usually fall under manufacturer warranty. A customer service representative will be happy to help you determine which procedure is appropriate for you.
If you feel a box has been lost in transit please call Modelflight with the order or invoice number and a list of the missing items. A track and trace search will be undertaken and enquiries will be made with the relevant freight company to try and locate the missing box. A claim number will be issued if the carrier does not show delivery within 10 days of the scheduled delivery date. Credit will be issued for the missing merchandise when we obtain the claim number from the carrier.
Should you receive merchandise that is missing a part please contact us. We will ensure that you are sent the part from our stock as appropriate. In accordance with a request from some of our manufacturers, we may direct the information or your call directly to the manufacturer.
Missing or Damaged Shipments
Please ensure that all boxes in your order are present, and, in a reasonable condition prior to signing for delivery. On occasion carriers may deliver orders over two different deliveries dependent on the size of the order. Please note that ground and air shipments can be assigned to separate trucks and may arrive at different times of the day.
Please do not sign for boxes with exterior damage. This will immediately invalidate any insurance for ‘Damaged Goods’ and immediately becomes the customers property in its signed condition. If the box has been delivered without the driver obtaining your signature, contact the carrier before opening the package. The carrier will need to inspect the box and verify any damage before a refund or replacement can occur.