The Basics:
- We use a third party delivery company to ship our products Nationwide.
- *** The great news is – The courier company will call you prior to delivery to book in a delivery time ***
- It takes AS Direct up to 72 hours to process your order and get the item ready for dispatch.
- Once the item has been dispatched (up to 72 hours) you will receive an email from the courier between outlining the delivery procedure.
- The email will contain:
- Your order number
- Your address – so you can check the address is correct
- Your estimated time of arrival – see below
- A link to http://www.trackmyparcel.com.au/ - so you can track the ETA/Progress of your parcel
- Email address for the TIG Freight customer service team
IMPORTANT - Once you receive your email - the courier company will contact YOU within 3-10 days (depending on your location) to confirm/book a delivery day.
*** YOU WILL RECEIVE A CALL TO BOOK IN YOUR DELIVERY. YOU CAN THEN ADVISE DURING THIS CALL IF THERE ARE ANY SPECIAL REQUIREMNTS/CHANGES TO THE DELIVERY. PLEASE DO NOT CONTACT AS DIRECT FOR THS SERVICE****
Delivery Troubleshooting:
How do I track my delivery :
- You will be given an ETA by the courier company via email, once the goods have been despatched
- Track your delivery on the website – http://www.trackmyparcel.com.au/
- If you have not received a call by your ETA then please lodge an enquiry on the ‘trackmyparcel’ website to receive a phone call back within 1 working day.
- Please do not contact AS Direct for delivery ETA’s as we Do Not hold this information.
- AS Direct will obviously step in to sort – product issues (Dead or damaged on arrival) – Please contact info@asdirect.com.au
I won’t be at the address that day:
- The courier will phone you to book in your delivery.
- If you can’t be present at the time of delivery you may give Authorization to Leave (ATL) to the courier when they call.
- You can also advise them of any other delivery special instructions at this time.
Estimated Time of Arrival (ETA):
Please Remember - You will only be able to contact the courier company if your delivery has taken longer than the delivery time for your state listed below:
- NSW/ACT – 3-4 Working Days
- QLD/VIC – 4-8 Working Days
- SA/WA/TAS/NT – 7-10 Working Days
Pick up of items:
- Pick Up – Is available from our warehouse in Moorebank, NSW, 2171 (more info below).
Other Info:
- Please note that the delivery estimates are not guaranteed, they are estimates only.
- Please note some remote places may incur extra charges beyond our control. Or may not be serviced at all. If you are not sure please contact us and we can find out for you
- Whilst every effort is made to work within these parameters deliveries are made by a third party Transport Company not associated with AS Direct, so we can only give these times as an estimate. We also can’t be held liable for any lost or damaged deliveries as a result in the handling of these orders with the Transport Company.
- Products are shipped in boxes weighing up to 35kg (heavy) each. However, these will fit in a normal sedan (seats down) and so can be transported i.e. from your work place etc.
- Products are delivered unassembled.
Pick Up:
Although we don’t have a showroom; you can pick up your product from our warehouse located in Moorebank, NSW, 2170. You still order online and “tick” the “pick up” box. You will then be sent an email with all the instructions. Please note: We need 24 hours notice to arrange a pick up.
Items are shipped in boxes weighing up to 35kg (heavy) each. However, these will fit in a normal sedan (seats down) and so can be transported i.e. from your work place etc. However, please check if you are unsure.
Insurance and Damages
All goods are covered for loss or damage whilst in transit. If your item is damaged or short delivered it is crucial that you write ‘DAMAGED’ or “SHORT DELIVERED” on re agreeing that the item has been delivered in full & Good condition. As a result we will not be able to hold the courier responsible for any loss or damage. We always try and replace damaged parts at no cost to the buyer prior to collecting the item, and lodging a claim on the buyer’s behalf. In the event of failed delivery such that the item is returned to us, then the buyer will be responsible for the cost of the return carriage. For all items the Transport Company will always attempt delivery more than once before the delivery fails. You should also receive a card in the mail to advise that delivery was attempted and to contact the transport company to make arrangements for a redelivery.
Warranty Conditions
We have up to 12 months warranty on all of our products. Please check product description
Should you have problem with your item, in most cases customers find it easiest to resolve the problem with replacement parts sent via Australia Post To help us improve our products where parts cannot be returned we will ask for a photograph to assess the problem prior to warranty parts being sent out.
Although we take all damages seriously we cannot replace every small non critical part. For any item that is damaged that does not affect the safety of the product and the customer wants us to repair it, the customer will have to pay the postage costs back to Australian Sports Imports warehouse. We do this to keep costs down and provide long term low prices.
Delivery Conditions
a) Any time or date for delivery stated by Australian Sports Imports shall be treated as an estimate only. While every effort will be made to dispatch goods within the timescale quoted no liability can be accepted by Australian Sports Imports for failure to deliver within the quoted times or within any specific time period. Australian Sports Imports shall not be liable for any loss or damage whatsoever (including consequential loss or loss of profit) arising directly or indirectly from any delay in the delivery of all or any of the goods howsoever caused.
b) Australian Sports Imports will accept no liability for shortages or damage to goods unless the Customer notes the shortage or damage at the time of delivery on the consignment note. Where this is not possible, for orders totalling less than $250 only, notes "Contents Unseen" on the delivery note or terminal. You will then be required to notify Australian Sports Imports via email within 48 hours of receipt of the goods at info@asdirect.com.au.
c) The Customer shall be bound to accept the goods when they are tendered for delivery by the Transport Company and delivery shall be deemed to have taken place when the goods have been signed for by the customer or someone on their behalf at the nominated delivery address whereupon the risks of loss, breakage or any other damage whatsoever shall pass to the Customer.
d) If for any reason the Customer cannot accept delivery of the goods for more than 7 working days after the product is available for delivery the Transport Company may either elect to store the goods pending their actual delivery and the Customer shall be liable to the Transport Company for the costs (including insurance) of so doing. The Transport Company shall be under no obligation to insure the goods in storage and the risk of any loss or damage to the goods howsoever arising shall be borne by the Customer, or if the period of storage exceeds 60 days may elect to sell the goods at the best price readily obtainable and (after deducting all reasonable storage and selling expenses) account to the Customer for the excess over the price under the contract or charge the Customer for any shortfall below the price under the contract.
e) Where access to the delivery address is limited or additional equipment is required to complete delivery of the goods, additional charges to cover the full costs of these services plus administrative costs may apply.
f) If after the initial delivery is attempted and an item is returned to Australian Sports Imports because the customer failed to contact the Transport Company, any refund will be less the original delivery cost or $30, whichever is greater, plus the cost of freight charges returning the original order to Australian Sports Direct which is equal to the original delivery cost or $30, whichever is greater.
h) Returns and Cancellations Current web site items of goods, unused, undamaged and fully marketable, may be returned and the order cancelled (for any reason) within seven days of delivery with the prior agreement of Australian Sports Imports. Returned goods must be in their original packaging.
For products returned to Australian Sports Imports the Customer shall be responsible for all costs and expenses (including insurance) of having the item returned to Australian Sports Imports. If an order is cancelled after dispatch the Customer shall be responsible for all transport costs incurred by the Transport Company in dispatching the item and having it returned to the Australian Sports Imports warehouse. The Customer's payment will be refunded within 30 days, subject only to deduction of any direct costs of transport and insurance incurred by the Transport Company in relation to the return of the goods, as well as transport and insurance costs incurred in the original delivery, upon receipt of the goods and inspection as to their suitability for re-sale.
7 Day Money Back Guarantee
If you wish to cancel your order this must be done in writing within 7 days of receipt of your order. Contact Australian Sports Imports via email info@asdirect.com.au. You will be required to return the item to Australian Sports Imports (at your cost). For the 7 day money back guarantee to apply the buyer will be fully responsible for the cost of returning the item. The item returned must be brand new / unused and in original packaging otherwise the refund will not be granted. Please make every effort to keep the original packaging as transporting unboxed products by the Transport Company can cause unwanted damage and losses and may void your refund.
Refund / Replacement Policy
If full order is not received within 14 days from the day after the last day of expected delivery, replacement of missing item/s (if available) or refund of missing item/s may be awarded.
Any refund or replacement request must be done so in writing with a valid reason before this request can be honoured.
Please supply the original order confirmation in any correspondence.
An investigation on our part will be conducted to confirm this request before refund or replacement is awarded.
Any refunds will be deposited into the account nominated in the original order confirmation
Customer Complaints
We make every effort to ensure that the service we provide is as efficient and effective as possible. However, if you do have a complaint about a product or our service, then e-mail our customer service department on info@asdirect.com.au. We will acknowledge a complaint within 24 hours and our customer services department will endeavour to resolve the complaint as quickly as possible, keeping you informed at all times. All complaints will be confidential and treated fairly.
Company's liability
We put all of our efforts into ensuring a safe product experience. However, Australian Sports Imports will not be held liable for any indirect injury or loss however caused from the sale of any product.
