Question 1

When will my order be dispatched?

Accepted Answer

Orders placed before 1:00pm (AEST) Monday – Friday that do not require fabrication will be dispatched on the same day. Orders placed after 1:00pm (AEST) Monday – Friday and on Saturday will be dispatched next business day. Orders that require fabrication such as posts and wire swaging are dispatched within 3 business days.

Question 2

What if an item I have ordered is out of stock?

Accepted Answer

We will contact you to find a suitable replacement or give you a refund. Alternatively, we can put your order on backorder until the new product arrives.

Question 3

How do I track my order?

Accepted Answer

After we dispatch your order, we will email you your invoice. In the top right corner of the invoice, you will see the shipping provider and tracking number. Visit the shipping provider’s website and enter the tracking number.

Question 4

Can I use hand swage tools on hydraulic fittings?

Accepted Answer

No, the fittings and tools are not designed for this purpose.

Question 5

How far apart should I space my balustrade wires?

Accepted Answer

In most situations intermediate posts should be spaced no more than 1500mm apart with wires spaced no more than 80mm apart. This is a general guideline only and you should review our regulations page for more information.

Question 6

What is your return policy?

Accepted Answer

You can return items within 30 days of purchase if they are in unused, original condition. Please contact our customer service team for assistance with returns.

Question 7

Do you offer custom fabrication services?

Accepted Answer

Yes, we offer custom fabrication for posts, balustrades, and other stainless steel products. Lead times vary based on the complexity of the request.

Question 8

Can I visit your showroom?

Accepted Answer

Yes, we welcome visitors to our showroom. Please contact us to schedule an appointment or visit during our business hours.

Question 9

Do you offer bulk discounts?

Accepted Answer

Yes, we offer bulk pricing for large orders. Contact our sales team for more information and a custom quote based on your order size.

Question 10

What are the lead times for custom wire swaging?

Accepted Answer

Custom wire swaging typically takes 2-3 business days, depending on the size and complexity of your order. If you need an urgent service, contact us, and we will do our best to accommodate.