Shipping policy

Effective date: 01 Sep 2025
Currency: AUD · All prices include GST (10%)
This policy applies to orders placed on Ideal Commercial Kitchen Equipment (“ICKE”, “we”, “us”, “our”). Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

Kerbside only: All deliveries are kerbside/ground-floor only, including oversized or palletised items. Drivers do not carry goods inside, unpack, position, install, or remove packaging.

At a glance

•             Deliveries Mon–Fri during business hours; tracking provided where available.

•             Service type: Kerbside delivery with tail-lift equipped trucks; installation/placement not included.

•             Palletised freight is lowered to ground level at the nearest safe kerbside. No indoor movement.

•             A responsible person must be onsite to receive and sign. Re-delivery fees may apply if missed.

•             Check on arrival. Note any damage on the POD and contact us within 24 hours.

•             Click & Collect (warehouse pickup) is available by appointment.

Where we ship

•             Australia-wide except the Northern Territory and Tasmania.

•             No international shipping at this time.

Dispatch timeframes

•             In-stock standard items: Orders usually dispatch within 7–14 business days. Delivery times vary depending on location and carrier.

•             Clearance items: subject to final warehouse confirmation due to fast-moving stock.

•             Orders may be split-shipped from multiple warehouses.

Delivery services (what’s included)

•             Kerbside delivery (default): tail-lift equipped trucks. The driver lowers the pallet to ground level at the nearest safe kerbside. No indoor movement.

•             Tail-lift use is included where required and is subject to carrier safety limits (weight/dimensions, surface, gradient/steps). If freight exceeds tail-lift limits or access is unsuitable, a forklift/loading dock or additional equipment may be required (charges may apply).

•             Important: drivers are not permitted to install, connect, uncrate or move equipment indoors. Please engage licensed trades for connections/commissioning.

Access requirements

•             Ensure clear truck access (legal parking, height clearance, turning space).

•             Ground surface should be level and safe; please advise if there are stairs, steep gradients, gravel or limited access.

•             For shopping centres, schools, hospitals or CBD docks requiring bookings/time-slots, please advise in advance (carrier surcharges may apply).

•             Residential addresses may attract residential or tail-lift surcharges for bulky items.

Missed deliveries & re-delivery

•             If no one is available or access is unsafe, freight may return to depot. Re-delivery, storage or re-consignment fees charged by the carrier will be payable before the next attempt.

Damages, shortages & what to do on arrival

•             Inspect on arrival before signing; check cartons, corners and pallet straps.

•             If visible damage/shortage exists, note it on the Proof of Delivery (POD) and take photos before uncrating.

•             For concealed damage, notify us within 24–48 hours with photos, serial numbers and the POD. Keep all packaging until claims are resolved. We coordinate with manufacturers/carriers per their terms.

Authority to Leave (ATL)

•             For high-value commercial equipment we generally require a signature. If you request ATL, risk passes on drop-off and we can’t accept claims for loss/theft after delivery.

Click & Collect / Warehouse pickup

•             Available by appointment (warehouse address & hours). Bring your order confirmation and photo ID. Ensure your vehicle suits the item’s dimensions/weight; we recommend keeping original packaging for transport.

Freight pricing — how it’s calculated

•             Checkout shows shipping rates by order-price tiers (incl. GST) for VIC/NSW/QLD/SA/WA/ACT. We do not ship to NT or TAS.

•             If an item/address falls outside these tiers (e.g. heavy/oversized pallets or remote areas), we will email a manual freight quote for your approval before dispatch. Your order is placed on hold until you approve; if you do not approve, you can cancel before dispatch.

•             Carrier surcharges (tail-lift where required, residential service, loading-dock bookings, re-delivery) are included in the checkout rate or in the manual quote. We do not add unexpected fees after you approve.

•             Tail-lift is included for kerbside deliveries where required, subject to carrier safety limits.

Risk & title

•             Title passes on full payment. Risk passes on delivery (or on pickup for Click & Collect). This does not limit your rights under the Australian Consumer Law.

Address changes & cancellations

•             Once dispatched we usually can’t change the address; re-consignment fees may apply.

•             For change-of-mind cancellations on goods already dispatched, you’ll be responsible for freight both ways and any applicable restocking fee per the brand’s policy (see our Returns Policy).

Need help?

•             We’re here to help with freight choices and site preparations.

•             Phone: (03) 9872 5999   |   Email: support@icke.com.au   |   Address: 6 Queen St Nunawading VIC 3131