Shipping and Collection Policy

Order processing

Orders for products that are in stock are generally packed and dispatched within one business day after payment has been successfully received.

Business days are Monday to Friday, excluding Western Australian public holidays.

Orders placed on weekends or public holidays will be processed on the next business day.

The one-business-day timeframe is our order processing and dispatch timeframe. It is not a guarantee that your order will be delivered within one business day.

Orders requiring additional information, address confirmation, compatibility checks or payment verification may take longer to process. We will contact you if this occurs.

Shipping charges

Shipping charges are calculated and displayed at checkout based on factors including:

• the delivery address;

• the size and weight of the order;

• the products selected;

• the available shipping service; and

• any additional carrier charges that apply.

The customer can review the shipping cost before completing payment.

Delivery timeframes

Estimated delivery timeframes shown at checkout begin after the order has been dispatched.

Delivery times vary depending on the destination, carrier, service selected and circumstances outside our control.

Estimated delivery timeframes are guides only unless expressly stated otherwise.

Regional and remote areas may take longer than metropolitan deliveries.

Peak periods, severe weather, natural disasters, road closures, carrier disruptions and public holidays may also affect delivery times.

Tracking

Where tracking is available, tracking information will be sent to the email address or mobile number provided with the order after dispatch.

Tracking information may take some time to become active after the parcel has been collected by the carrier.

Customers are responsible for monitoring tracking updates and ensuring that someone is available to receive the delivery where required.

Delivery address

Customers must provide a complete and accurate delivery address when placing an order.

Please check your address carefully before completing payment.

Contact Sam’s Spares as soon as possible if an address needs to be corrected. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

Sam’s Spares is not responsible for delays or additional costs caused by an incorrect or incomplete address supplied by the customer.

If an order is returned to us because the address was incorrect, incomplete or inaccessible, the customer may be required to pay the reasonable cost of redelivery.

This does not affect any rights the customer may have under the Australian Consumer Law.

Authority to leave

Where a customer or carrier authorises a parcel to be left unattended, the parcel may be left in a location considered suitable by the carrier.

Customers accept the risks associated with an authority-to-leave delivery, except where liability cannot legally be excluded.

We recommend selecting a delivery location where the parcel can be received securely, particularly for laptops, monitors and other valuable technology.

Missed deliveries

If no one is available to receive the order, the carrier may:

• leave the parcel in a safe place where authorised;

• take the parcel to a collection point;

• leave instructions for redelivery; or

• return the parcel to Sam’s Spares.

The customer is responsible for following the carrier’s collection or redelivery instructions.

Additional delivery charges may apply where an order is returned because it was not collected or because delivery could not be completed for reasons outside our control.

Large or multiple-item orders

Large orders, work-from-home packages, monitors and orders containing multiple items may be shipped in more than one carton.

Cartons may arrive separately, even when dispatched at the same time.

Tracking details will be provided for each carton where available.

Shipping damage

Please inspect the package and product as soon as reasonably possible after delivery.

Contact Sam’s Spares promptly if an item appears to have been damaged during shipping.

Please retain:

• the product;

• the original packaging;

• shipping labels;

• internal protective materials; and

• photographs of the package and damage.

We may require this information to assess the issue and lodge a claim with the carrier.

Shipping damage will be handled in accordance with the Australian Consumer Law and our Returns and Refund Policy.

Delayed deliveries

Once an order has been dispatched, delivery is managed by the shipping carrier.

If tracking has not updated or the order has not arrived within the estimated delivery timeframe, please contact us so that we can assist with a carrier enquiry.

If we become aware of a significant delay, we will provide customers with updated information where reasonably possible.

Nothing in this policy limits a customer’s rights where an order is not supplied within an agreed or reasonable timeframe under the Australian Consumer Law.

Lost parcels

A parcel will not necessarily be considered lost merely because it has been delayed.

We may need to lodge an investigation with the carrier before providing a resolution.

If the carrier confirms that a parcel has been lost, Sam’s Spares will provide an appropriate remedy, which may include a replacement or refund, subject to product availability and the Australian Consumer Law.

International shipping

Sam’s Spares currently ships within Australia only.

Orders cannot be delivered to international addresses unless agreed with Sam’s Spares in writing before purchase.

Local collection

Local collection is available from:

Sam’s Spares 
2 Stalker Road
Gosnells WA 6110

Collection is available Monday to Friday, between 9:00 am and 5:00 pm, by appointment.

Please wait until you receive confirmation that your order is ready before attending the warehouse.

Customers may be asked to provide:

• their order confirmation;

• photographic identification; and

• written authority where another person is collecting on their behalf.

Orders must not be collected until payment has been successfully received.

Uncollected orders

Orders selected for local collection should be collected within a reasonable time after the customer is advised that the order is ready.

We will attempt to contact customers regarding uncollected orders.

Orders will not be treated as abandoned or disposed of except in accordance with applicable Australian and Western Australian laws.

Changes and cancellations

Contact Sam’s Spares immediately if you need to request a change or cancellation.

We will try to assist, but orders cannot ordinarily be changed or cancelled after they have been packed or dispatched.

Sam’s Spares does not accept cancellations solely because a customer has changed their mind once the order has been processed.

This does not affect rights available under the Australian Consumer Law.

Contact us

For shipping or collection enquiries, contact:

Sam’s Spares 
2 Stalker Road
Gosnells WA 6110

Email: sales@samsspares.org

Please include your order number when contacting us.