Shipping, Pickup & Returns
Shipping
Allow up to 1 - 2 business days from the time you have placed your order for it to be processed or prepared for pick up. Peak period orders may experience longer processing times.
Once we dispatch your order from our warehouse, delivery times will vary depending on your location within Australia. You will receive tracking information once your order has been dispatched.
* Please note Rodel Pty Ltd will not be held responsible for any delivery delays as we use third party couriers for this service and any delays are out of our control.
Additional Delivery Fee for Large/Bulk Orders
Our shipping rates are for single carton orders with a maximum 25kg weight. Should your order exceed this weight limit, we will calculate the additional shipping charge and advise you accordingly. If you are not satisfied with the final recalculated shipping cost, we will cancel the order and issue a full refund.
Collection
A pickup option is available to customers at checkout. Once your order is processed, you will receive a confirmation email letting you know your order is ready for collection along with a nominated pickup date and time. When collecting your order, please bring your confirmation email with you and arrive between your pickup time slot. If you are unable to make the pickup time, please call us to rearrange another time. Rodel will hold the order for collection for a period of 14 days, if after that time the order has not been collected the restocking of all goods within the order will be returned to the warehouse.
Returns
Customer satisfaction is important to us. If you are not satisfied with your purchase, we have a 14-day return policy from the day you receive your order.
Refunds and exchanges will not be accepted without proof of purchase.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. Rodel Pty Ltd cannot offer a refund or exchange where the item has sustained damage due to abnormal use.
Any returns from orders with trade discounts will be reviewed to ensure trade discounts still apply and refunds will be adjusted accordingly.
If you wish to return an item, email us at rodel@rodelonline.com.au with your return request, along with your name, contact number and order number. Our customer service team will assess and respond to your request.
Items sent back to us without first requesting a return will not be accepted. Please note return shipping is at the expense of the customer.
Refunds
We will notify you once we have received and inspected your return. If approved, you will be automatically refunded the purchase value, on your original payment method within 10 business days. If more than 10 business days have passed since we’ve approved your return and you haven't received a refund, please contact us at rodel@rodelonline.com.au
Damages and issues
Please inspect your order upon receipt and email us immediately if any item is defective, damaged, missing or if you received the wrong item, so that we can address the matter immediately.
We will replace any item damaged in transit, as soon as we receive the returned damaged item.
If there are missing or mistaken items in your order, our customer service team will investigate your order and strive to resolve the issue as fast and efficiently as possible.
Cancellation
If you need to make any changes to or would like to cancel your order, please contact us immediately on 03) 9563-2100 and we will discuss your options with you.
We may cancel your order anytime before delivery or collection in whole or in part. We may do this even if we have received payment from you. The circumstances in which we may cancel your order are if:
- There was any error in the description of any of the goods in your order or the price as advertised by us.
- Your order is unable to be fulfilled due to unavailability of the products you have ordered.
- Suspected fraudulent activity.
In the event that your order is cancelled, we will contact you as soon as possible, to advise of you of the cancellation.