We send all poles and sets using a door to door courier service.
To ensure full accountability from the delivery service. For this reason we can not send to PO Boxes. Please ensure you list a street address for shipping, otherwise your order will be delayed while we contact you for correct shipping details.
Because we use a third party to deliver the goods, we are unable to call upon approach or give you an exact delivery date. Unless otherwise notified, the courier requires a signature upon delivery. If you are unsure if you will be home when the item is delivered, consider getting your parcel delivered to work, all of our items are sent in plain, unmarked packaging.
Otherwise, if you feel confident in leaving the parcel unattended during the day, you can give 'Authority To Leave' by letting us know in the 'Notes to Seller' when you go through checkout. Please know this is at your own risk. If you choose ATL and your neighbour nicks your order, it will not be covered on insurance.
Please include any other details such as if there is a specific place you want the parcel to be left - ie 'Front porch' or 'Around the Side'. Again: please note that giving an authority to leave means that the pole is no longer covered under the delivery insurance once it has been left at your door.
**Updated JAN 2021**
Our warehouse is situated in Sydney, so east coast orders generally arrive a little quicker than our west coast customers. Once your order is placed allow 1-2 business day's to allow for our warehouse to pick & pack your order, then once the courier collects delivery is generally 7-10 working days (from collection date) anywhere in Australia. To ensure we have no hassles, please include your postcode, and your mobile number so that we can contact you if we need to!
*Please be aware that these delivery times are approximate only. Particularly during the COVID-19 crisis we CANNOT guarantee delivery any sooner than 7-10days from courier collection (not the time of your order)
Please take into consideration unforeseen or unplanned circumstances that may be out of our control Eg. warehouse delays, LGA or state border lockdowns, courier pick-up delays, roads & traffic, high volume of orders to dispatch from a presale event etc.
Ours staff work so hard (especially in our warehouse) to ensure your order is treated with care & is dispatched as quickly as humanly possible. Items are bulky so handling with care can mean it takes longer to physically pick & dispatch.
Once your order has shipped you will be sent an email that includes your tracking number. If you have misplaced this email, you can log-in to your account at anytime and look up your shipping info here. Go to 'Manage My Account', then click on 'View Order Status' - this will bring up a listing of all of your recent orders made with us. Locate the order in question, then click on 'View Order Details' over on the right hand side of the page to bring up a detailed listing of that order including tracking details at the bottom of the order. The 'Tracking Link' listed here is your tracking number.
If you can't find tracking or if you checked out as a guest, please email firstname.lastname@example.org with your order number & Tracking in the subject line.
SHIPPING CHARGES will be indicated at the time of order. We often get asked why the shipping charges on an X-Stage is so high - if you look at the product information you can see that the total weight for the X-Stage is either 80kg or 90 kgs including base and insert pole depending on whether you order the Lite or Podium. The total combined weight of all 4 boxes for the X-Stage is why this product costs so much to ship out.
WHY CAN'T I PICK UP MY ORDER?
You may have picked your pole order up in the past, unfortunately we are no longer able to offer pick-up from our warehouse as an option due to WHS, insurance & COVID-19 reasons - Our warehouse is no longer allowing any customers to pick-up stock.
If you are unable to take delivery by courier and prefer to pick your item up, contact us to find out the location of your nearest studio reseller - they can often order on your behalf and you can organise for pick-up of your item direct from them.
Note that the majority of studio's do not hold stock, so the normal delivery times outlined above still apply.
Thank you for your understanding