Shipping & Delivery Policy
Last Updated: September 2026
OZ FANS DIRECT
At OZ FANS DIRECT, we aim to make delivery of your fan and lighting products as simple and reliable as possible.
This Shipping & Delivery Policy explains our delivery process, delivery timeframes, freight charges, delivery requirements, damaged deliveries and what to do if your order is delayed or does not arrive.
This policy should be read together with our Terms & Conditions and Returns & Warranty Policy.
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL).
1. Delivery Areas
OZ FANS DIRECT delivers products to addresses throughout Australia where delivery services are available.
Delivery availability and freight costs may vary depending on:
Delivery postcode.
Metropolitan or regional location.
Remote location.
Product size and weight.
Number of products ordered.
Freight carrier.
Product availability.
Special handling requirements.
Some remote or difficult-to-access locations may incur additional freight charges.
If additional freight charges apply, we will contact you where reasonably practicable before dispatch.
2. Delivery Options
Available delivery options will be displayed during checkout or otherwise communicated to you.
Depending on your location and the products ordered, delivery may be provided by:
Courier.
Freight carrier.
Parcel delivery service.
Manufacturer or supplier direct delivery.
Other third-party delivery providers.
The delivery method may vary depending on the size, weight and nature of your order.
3. Delivery Timeframes
Estimated delivery timeframes are provided as a guide only and may vary depending on your location, stock availability and freight provider.
Estimated delivery timeframes may be affected by:
Order processing time.
Product availability.
Warehouse location.
Courier or freight carrier capacity.
Public holidays.
Peak periods.
Weather.
Remote-area delivery.
Transport disruptions.
Where a specific delivery date or timeframe has been expressly agreed with you, that agreed timeframe will apply subject to circumstances beyond our reasonable control and applicable law.
We will make reasonable efforts to keep you informed if we become aware of a significant delay.
4. Stock Availability
Product availability is displayed on our website where possible.
Some products may be:
In stock.
Available for dispatch within a stated timeframe.
Available from a supplier or manufacturer.
Available by special order.
Temporarily unavailable.
If a product is not immediately available, the expected availability or dispatch timeframe may be shown on the product page or communicated to you after your order is placed.
If a significant unexpected delay occurs, we may contact you with an updated estimated timeframe and available options.
5. Orders Containing Multiple Products
If your order contains products with different availability or dispatch timeframes, your order may be delivered in multiple shipments.
Where practical, we may combine products into a single delivery.
If separate shipments are required, additional freight charges will not be imposed unless they have been disclosed or agreed with you.
6. Dispatch Processing
Orders are generally processed during our normal business hours on business days.
Orders placed outside business hours, on weekends or on public holidays will generally be processed on the next available business day.
Processing times may vary depending on:
Product availability.
Order size.
Payment clearance.
Warehouse location.
Special-order requirements.
Freight arrangements.
The dispatch timeframe shown on the product page or provided at checkout should be used as the primary guide.
7. Payment Clearance
Orders will generally only be dispatched once payment has been successfully received and cleared.
Orders paid by bank transfer may take additional time to process while funds are being verified.
If payment is delayed or unsuccessful, dispatch may be delayed until payment has been successfully received.
8. Delivery Charges
Delivery charges are calculated according to factors such as:
Delivery location.
Product dimensions.
Product weight.
Number of products.
Freight carrier.
Delivery service selected.
Where possible, the applicable delivery charge will be displayed during checkout.
Some locations or products may require a freight quotation before the order can be dispatched.
9. Remote & Regional Deliveries
Deliveries to regional, rural and remote areas may require additional time and may incur additional freight charges.
Remote-area delivery may also be subject to:
Limited delivery schedules.
Depot collection.
Additional handling requirements.
Freight carrier restrictions.
Additional delivery charges.
If a remote-area surcharge or special freight arrangement is required, we will advise you where reasonably practicable.
10. Large or Heavy Products
Ceiling fans, lighting products and other electrical products can vary considerably in size and weight.
Large or heavy orders may be delivered by a freight carrier rather than a standard parcel courier.
The carrier may require:
Suitable vehicle access.
A person to receive the delivery.
Delivery to a ground-level accessible location.
Additional assistance for unloading.
Special delivery arrangements.
The carrier may not be able to carry products inside your property or upstairs.
Unless specifically agreed otherwise, delivery is to the accessible delivery point nominated by the carrier.
11. Delivery Access
Customers are responsible for ensuring that the delivery address is accessible and suitable for the selected delivery service.
Please consider:
Narrow driveways.
Apartment access.
Gated properties.
Stairs.
Low-clearance areas.
Restricted loading zones.
Rural roads.
Difficult-to-access properties.
If a carrier determines that the delivery location is unsafe or inaccessible, the carrier may require an alternative delivery arrangement or depot collection.
Additional delivery charges may apply where a second delivery attempt or special arrangement is required due to customer-related access issues.
12. Authority to Leave
Where an Authority to Leave (ATL) option is available, you may choose to authorise the carrier to leave your order in a nominated safe location.
Before selecting Authority to Leave, please consider whether the location is:
Secure.
Protected from weather.
Accessible to the carrier.
Unlikely to be damaged by vehicles, water or other hazards.
If you provide Authority to Leave instructions, the carrier may leave the goods without obtaining a signature.
If you do not want your order left unattended, please ensure that an appropriate person is available to receive it or select an available signature-required delivery option.
13. Missed Deliveries
If nobody is available to receive a delivery where a signature or attended delivery is required, the freight carrier may:
Attempt delivery again.
Leave a delivery card or notification.
Direct the parcel to a collection point.
Contact you to arrange delivery.
Return the product to the carrier depot.
Additional delivery or redelivery charges may apply where a second delivery is required because the customer was unavailable or the delivery address/access details were incorrect.
We will assist with the carrier where reasonably possible.
14. Incorrect Delivery Address
Please carefully check your delivery address before completing your order.
If you provide an incorrect or incomplete address and the order has not yet been dispatched, contact us immediately.
We will try to correct the address where possible.
If the order has already been dispatched, changing the delivery address may not be possible or may incur additional freight charges.
Any additional carrier charges resulting from an incorrect address supplied by the customer may be payable by the customer, subject to applicable law.
15. Tracking Information
Where tracking is available, we will provide tracking information once the order has been dispatched.
Tracking information is generally supplied by the relevant courier or freight carrier.
Once your order has been dispatched, you may be able to track the shipment directly through the carrier.
Tracking information may not update immediately after dispatch.
16. Delivery Delays
While we make reasonable efforts to meet estimated delivery timeframes, delays can occur.
Delays may be caused by:
Courier or freight carrier delays.
Weather.
Floods.
Bushfires.
Road closures.
Transport disruptions.
Public holidays.
Peak-season demand.
Industrial action.
Supplier delays.
Stock availability.
Incorrect delivery information.
Remote-area delivery.
Events outside our reasonable control.
If we become aware of a significant delay, we will make reasonable efforts to provide updated information.
If we cannot supply an order within the applicable timeframe or within a reasonable time, your rights under Australian Consumer Law continue to apply.
17. What If My Order Has Not Arrived?
If your estimated delivery timeframe has passed and you have not received your order:
Step 1
Check your tracking information, if available.
Step 2
Check whether the carrier has left a delivery notification.
Step 3
Check with other people at your property or building reception where applicable.
Step 4
Contact OZ FANS DIRECT with your order number.
We will investigate the delivery with the relevant carrier and assist you with the next steps.
18. Lost Deliveries
If your order appears to have been lost during transit, please contact us.
We may contact the carrier to investigate and may request additional information from you.
Where a product has not been received and OZ FANS DIRECT remains responsible for the delivery, we will work with you to provide an appropriate solution in accordance with the Australian Consumer Law.
We will not simply require you to resolve the matter directly with the courier where the issue concerns our obligations as the seller. The ACCC advises that consumers should generally contact the business they purchased from when a paid-for product has not been received.
19. Damaged Deliveries
Please inspect the packaging when your order arrives.
If the outer packaging appears damaged, we recommend taking photographs before opening it.
After opening the package, inspect the product before installation.
If you discover damage:
Do not install the product.
Take clear photographs of the damage.
Keep the original packaging.
Keep all components and accessories.
Contact OZ FANS DIRECT as soon as possible.
Please provide your order number and photographs when contacting us.
For full information about damaged products and warranty claims, please refer to our Returns & Warranty Policy.
20. Do Not Install a Damaged Product
If you believe a product has been damaged during transport, please do not install it.
Installing a visibly damaged product may make assessment of the original transport damage more difficult.
Please contact OZ FANS DIRECT first so we can advise you on the appropriate next step.
21. Delivery Shortages or Missing Items
If your order appears to be missing a carton, product or component, please contact us as soon as possible.
Before contacting us, check:
The number of cartons listed on the freight documentation.
The tracking information.
Inside all packaging.
Manufacturer packaging and component boxes.
Some orders may arrive in separate shipments.
If an item is confirmed to be missing, we will investigate and arrange an appropriate solution.
22. Incorrect Products Delivered
If you receive a product that is different from the product ordered:
Do not install or assemble it.
Contact OZ FANS DIRECT with:
Order number.
Product received.
Product ordered.
Photographs of the product.
Photographs of the packaging and labels.
We will investigate and arrange the appropriate next step.
23. Delivery of Special-Order Products
Special-order products may have longer delivery timeframes.
Where applicable, the estimated timeframe will be communicated before or after the order is placed.
Special-order products may be sourced directly from the manufacturer or supplier.
Where a supplier delay occurs, we will provide an updated estimate where reasonably practicable.
24. Manufacturer or Supplier Direct Delivery
Some products may be dispatched directly from a manufacturer, supplier or third-party warehouse.
Where this occurs:
Delivery may arrive separately from other products.
Tracking information may be provided separately.
Delivery timeframes may differ.
The carrier may be different from the carrier used for other products.
OZ FANS DIRECT remains your point of contact for your order.
25. Installation Is Not Included
Unless specifically stated on the product or service listing, delivery does not include:
Installation.
Electrical connection.
Removal of existing fans.
Removal of packaging.
Disposal of old products.
Building work.
Ceiling repairs.
Structural reinforcement.
Electrical upgrades.
Any installation work should be arranged separately with an appropriately licensed professional.
26. Delivery Does Not Include Installation Advice
Our delivery service is separate from installation.
The delivery driver or freight carrier is generally not responsible for:
Assessing whether your ceiling is suitable.
Providing electrical advice.
Installing the fan.
Connecting electrical wiring.
Testing the electrical installation.
Modifying your ceiling.
Moving existing electrical infrastructure.
Please arrange professional installation where required.
27. Public Holidays & Peak Periods
Delivery and dispatch timeframes may be longer during:
Christmas and New Year periods.
Public holidays.
Major sales events.
Black Friday.
Cyber Monday.
Promotional campaigns.
Periods of unusually high demand.
Business days do not generally include weekends or Australian public holidays unless specifically stated.
28. Delivery to Apartments & Buildings
If your delivery address is an apartment, unit, office building or commercial premises, please provide any relevant delivery instructions.
You may need to provide:
Building name.
Unit number.
Level.
Reception details.
Loading dock information.
Contact person.
Delivery hours.
The carrier may not be able to deliver beyond the building's normal delivery point.
29. Commercial & Construction Sites
If ordering for a construction site, development or commercial project, please ensure the site is ready and accessible for delivery.
The site should have:
Safe vehicle access.
Suitable unloading space.
An authorised person available to receive the goods.
Appropriate storage conditions.
Clear delivery instructions.
If the site is inaccessible or unsafe, the carrier may refuse delivery or return the goods to the depot.
Additional freight or redelivery costs may apply where the issue is caused by site conditions or customer-provided instructions.
30. Storage After Delivery
Once your products have been delivered, they should be stored appropriately until installation.
Products should generally be kept:
Dry.
Protected from weather.
Away from excessive heat or moisture.
In their original packaging where practical.
In a secure location.
Failure to properly store products may result in damage that is not covered by a manufacturer's warranty.
31. Freight Claims
Where a delivery issue involves damage, loss or shortage, we may need to lodge a claim with the relevant freight provider.
You may be asked to provide:
Photographs.
Delivery documentation.
Packaging photographs.
Product photographs.
Shipping Label photographs.
Details of when the delivery was received.
A description of the issue.
Please retain the original packaging until the matter has been resolved.
32. Return Freight
Return freight is handled in accordance with our Returns & Warranty Policy.
For approved change-of-mind returns, the customer is responsible for return freight.
Where a product is faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law, return freight will be handled in accordance with the applicable consumer guarantees.
33. Delivery & Australian Consumer Law
Nothing in this Shipping & Delivery Policy removes or limits your rights under the Australian Consumer Law.
Consumer guarantees automatically apply to eligible purchases and cannot be removed by a business's terms or policies.
Where a product has not been supplied as required, or there is another failure to meet a consumer guarantee, OZ FANS DIRECT will assess the situation and provide the remedy required by law.
34. Contact Us About Delivery
If you have a question about an existing delivery, please contact:
OZ FANS DIRECT
Email: info@ozfansdirect.com.au
Phone: +6103 8375 1970
Website: www.ozfansdirect.com.au
When contacting us, please provide your order number and delivery postcode where possible.
Frequently Asked Questions
How long will my order take to arrive?
Delivery time depends on your location, product availability, warehouse and freight carrier. The estimated timeframe shown at checkout or on the product listing is the best guide.
Do you deliver Australia-wide?
We deliver to various locations throughout Australia where freight services are available. Remote and regional locations may have different delivery timeframes or additional freight charges.
Can I track my order?
Yes, where tracking is available. Tracking information will generally be provided after your order has been dispatched.
What happens if I'm not home?
Depending on the carrier and delivery service, the carrier may leave the goods if Authority to Leave has been authorised, attempt delivery again, leave a collection notification or take the goods to a depot or collection point.
Can I request Authority to Leave?
Where available, you may be able to select Authority to Leave. Please choose a secure and weather-protected location.
What if my delivery arrives damaged?
Take photographs of the packaging and product, do not install the product, keep all packaging and contact OZ FANS DIRECT as soon as possible.
What if I'm missing a box?
Contact us with your order number. Some orders are shipped in multiple cartons or separate shipments.
What if I receive the wrong fan?
Do not install or assemble it. Contact us with photographs and your order number and we will arrange the appropriate solution.
Can I change my delivery address after ordering?
Contact us immediately. If the order has not been dispatched, we may be able to update the address. Once dispatched, changes may be unavailable or may incur additional freight charges.
Can I choose a delivery date?
We can pass your preferred delivery date or instructions to the freight provider where possible, but specific delivery dates cannot always be guaranteed.
Do you deliver to apartments?
Yes, subject to the carrier's delivery requirements. Please provide your unit number, building details and any relevant delivery instructions.
Do you deliver to construction sites?
Yes, where the site is accessible and suitable for the relevant freight vehicle. Someone authorised should be available to receive the goods.
Does delivery include installation?
No. Unless specifically stated otherwise, delivery does not include installation. Ceiling fans and other hard-wired electrical products should be installed by an appropriately licensed professional where required.
What if my order is delayed?
Contact us if your order has passed the estimated delivery timeframe. We will check the tracking information and contact the freight provider where necessary.
What if my order never arrives?
Contact OZ FANS DIRECT. We will investigate the shipment and work with you to resolve the issue.
What if the courier says my order was delivered but I can't find it?
Check around the property, with other occupants, reception areas and any nominated Authority to Leave location. If you still cannot locate it, contact us immediately so we can investigate with the carrier.
Who is responsible if my order is lost during delivery?
OZ FANS DIRECT will work with the freight provider to investigate delivery issues. Your statutory rights under the Australian Consumer Law continue to apply.
Can I collect my order?
If local pickup is offered for a particular product or location, the available pickup options will be displayed or confirmed by OZ FANS DIRECT.
Can I arrange my own courier?
Please contact us before arranging third-party collection. Some products may have specific freight requirements.
Will all products in my order arrive together?
Not necessarily. Products may be dispatched from different locations or suppliers and may arrive separately.
Important Delivery Checklist
Before your order arrives, please make sure:
☐ Your delivery address is correct.
☐ Someone is available to receive the delivery if required.
☐ There is safe access for the freight vehicle.
☐ You have considered where large cartons will be unloaded.
☐ You inspect the packaging when the order arrives.
☐ You photograph any visible damage.
☐ You keep the original packaging until you have checked the product.
☐ You inspect the fan before installation.
☐ You arrange a licensed electrician where required.