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Shipping Terms & Conditions

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 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 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 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 


* 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 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 checking or contact DHL visit: https://www.dhl.com/au-en/home/tracking.html

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

Authority to Leave

Please note if you do not provide authority to leave and you are not present to receive your parcel it will be returned to the depot. In this scenario you will be charged a re-delivery fee.

If you select authority to leave if no one home when processing your order, 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.

*Please note there is always a chance of complications with your parcel once it leaves our warehouse and we can never 100% guarantee timely delivery of your order* 

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.


Shipment Delays

Delays can occur across all of our courier methods. When delays do occur Hayden Agencies cannot be held responsible. We do not guarantee delivery dates or time frames, dates provided are estimates only. 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*