Shipping Information

We offer a range of shipping services to ensure we can meet your delivery needs to the best of our ability.

There are general rules for each courier service as outlined below. We recommend our customers trial each option as services can differ depending on your postcode. Please note if some options are not showing it is most likely because you have items in your cart that are too bulky. Please contact customer service if no shipping rates are available for you at checkout.

TNT 

TNT offers both express and road services. Their express service is advertised as a next day delivery but this is not always guaranteed. Their road service is considered a premium standard service. To check their transit time calculator visit: (https://www.tnt.com/express/en_au/site/shipping-tools/transit-times.html) To track your consignment visit: https://www.tnt.com/express/en_au/site/shipping-tools/tracking.html

TOLL PRIORITY

Toll is a time sensitive air satchel service, this is advertised as a next day service however this is not guaranteed. To check your tracking or contact Toll visit: https://www.myteamge.com/

DIRECT FREIGHT

Direct Freight is exclusively a road service, this is ideal for large orders. To check their transit time calculator visit: (https://www.directfreight.com.au/ETACalculator.aspx) To track your consignment visit: https://www.directfreight.com.au/ConsignmentStatus.aspx 

ERRAND TRANSPORT - Melbourne Customers Only

Errand Transport is a same day delivery service for our local customers only. The service is direct from warehouse to your door via their third party drivers. All orders must be placed before 10:30am AEST to allow for delivery that day. Delivery can be fulfilled up until 6pm AEST.

AUSTRALIA POST - Australia Only

Australia Post offers both an Express and Standard service. They can deliver to P.O boxes. Overnight delivery is not guaranteed. To track your consignment visit: https://auspost.com.au/mypost/track/#/search

DHL EXPRESS

DHL International Express is for all international orders, including New Zealand. We find their service to be the most efficient and time sensitive for overseas customers. To track your consignment or contact DHL visit: https://www.dhl.com/au-en/home/tracking.html

AUSTRALIA POST - International

Australia Post International offers both standard and express options. The transit time is slightly longer than DHL. To track your consignment or contact Australia Post visit: https://auspost.com.au/mypost/track/#/search

please note that we are unable to send large bulky items such as decorator goods to international customers.

Authority to Leave

Please note if you do not provide authority to leave and you are not present to receive your parcel it may be returned to the depot and a redelivery fee will be charged. Direct Freight couriers may leave your parcel if they deem safe to do is, even if authority is not granted.

Hayden Agencies cannot be held responsible for any lost or stolen goods once the courier has marked the parcel as delivered. If the provided address is not deemed as safe to leave by the courier, then a second re-delivery fee will be required, this includes security complexes and apartments, locked gates at residences, unsecured pets, main roads and / or other areas with high traffic etc. Hayden Agencies cannot be held responsible for a courier deeming the provided delivery address unsafe to leave the parcel unattended.

Please note the following special delivery requests:

• Palletised deliveries which require a hand unload upon delivery will be charged a manual hand unload fee after the time of delivery.
• Often couriers will split deliveries of multiple parcels, satchels or other items that have been sent under one consignment. Hayden Agencies cannot offer any compensation for split deliveries and cannot guarantee parcels to be delivered in full.
• Specified delivery time frames or days may not be possible. Hayden Agencies cannot be held liable if the third party courier chosen cannot meet a specified delivery time frame or date.
• Estimated delivery dates are not a guarantee, Hayden Agencies cannot give a guaranteed delivery day when utilising third party couriers and cannot offer compensation for any delayed or late deliveries.

Shipment Delays

Delays can occur across all of our third party couriers. Hayden Agencies cannot be held responsible for any delayed or late deliveries. If your parcel is taking longer than expected please reach out to our customer service team. 

*Please note Australia Post has a 5-10 day lead time before investigating delayed parcels. If your parcel is late we have found that lodging an online enquiry with Australia Post proves the most efficient method to resolve*

Peak Seasons, including Christmas and all Public Holidays

Please be mindful of the peak Christmas season between November 1st to December 31st. Couriers are likely to experience delays during this time due to the high volume of parcels being sent globally. It is recommended to allow an extra 2-3 business days at minimum when ordering during this time. 

Australia Post cutoff dates for Christmas (excludes Perth and Darwin):

• Standard Postage - Friday 20th of December
• Express Postage - Monday 23rd of December

Toll Priority cutoff dates for Christmas (excludes Perth and Darwin):

• Express Postage - Monday 20th of December

Direct Freight cutoff dates for Christmas

• NSW / VIC / ACT (METRO) - 17th December
• SA / WA / QLD (METRO) - 16th December
• NSW / VIC / QLD/ ACT / WA / SA (REGIONAL) - 13th December
• TAS - 13th December
• NT - 12th December

2024/25 Christmas trading hours

Closed 21st December 2024 to January 5th 2025 

Trading resuming January 6th 2025 at 7:30am

For any urgent inquiries during our closure period please email us at [email protected]