Shipping & Returns

Delivery Policy

An estimated shipping cost is calculated in the shopping cart and will be added to the order total before checkout.  Please note this is an estimate only and is subject to change.

Standard orders are dispatched within 48 hours and shipping times are generally next day delivery.  Special orders will take longer.  The below table provides a general guide for product delivery lead times:

Delivery Lead Times

Product Type(s)

Expected Lead Time

Bulk Materials (including soil, mulch & bark, gravel & rock etc.)

Orders placed by 8am are generally received within 5-6 hours on that same day (if needed).  Some flexibility is required to allow for site delays, traffic etc.

Natural Stone, Pavers, Blocks/Retaining, Sleepers, Timber, Turf, Glass

Orders placed before 12:00pm are generally delivered within 24-48 hours.

Orders placed after 12:00pm will occur within 48-72 hours. 

Consideration will be given for specific delivery times when truck scheduling occurs however due to the nature of deliveries in general, we can only offer a delivery window on the day of delivery.

Patios & Carports

Special order patios and carports will take between 7-14 days from the date of order.

Crane and Forklift Trucks

Material deliveries that require a Crane or Forklift truck can only occur during Monday to Friday.

 

* For urgent orders, please ask and our team and we will endeavour to accommodate this for you where possible.

Our drivers will make every effort to place your delivery as close as possible to the jobsite however is under no obligation to do so.  All deliveries are to the curb side only.  If our drivers are requested to cross the curb side to complete your delivery, any damage to the site or products will become the responsibility of the customer.  Extra charges may be incurred if the delivery is past the curb side.

If delivery of materials to your property needs to be made by accessing your neighbours or Council land, DIYO requires written permission prior to delivery.  Any damage to site will be the responsibility of the customer.

If you wish to query a delivery cost or enquire about a special order, please contact us at sales@diyo.com.au

Refund & Returns Policy

PLEASE MEASURE UP and CHOOSE CAREFULLY.  DIYO does not give refunds if you simply change your mind or miscalculate.  Our advice is to over order by 5% to consider breakages, cuts, or miscalculations.  If you are unsure how to correctly measure up, please give our experienced team a call to arrange an obligation free quote.

Is it possible to have my order delivered to another address?

All deliveries will go to the address used in the delivery details section of the shopping cart.  Please make sure that the full delivery address has been filled out and we have a phone number that is contactable between the hours of 7am and 5pm.

What time will my delivery be?

Unfortunately, it is not possible for us to specify a delivery time, all deliveries should be between 6.00am and 7.00pm Monday to Friday.

What if I am not at home when the delivery arrives?

All deliveries will be delivered on the specified day.  If you are not at home and the driver cannot get in contact with you, the driver will leave your product in a safe location at the address provided.  If this is not an option due to safety issues or lack of space, the product will be returned to one of DIYO’s supply depots at the customers cost.  A redelivery fee will then apply to get the goods re delivered.

Can we have our delivery placed in a specific area?

As we have an obligation to ensure the safety of people and property and must comply with Workplace Health & Safety (WHS) regulations, our driver will make the final decision on product placement, after assessing the site.  If the driver determines that they cannot safely unload the product due to obstruction or other safety concerns, they will endeavour to contact the customer either directly or indirectly to facilitate delivery.  If unsuccessful, the product will be returned to one of DIYO’s supply depots at the customers cost.  A redelivery fee will then apply to get the goods re delivered.

What if my products are damaged or the order is not correct?

All damages and irregularities must be notified within 24 hours of the delivery.  You must notify DIYO of the exact amount missing or damaged and replacements will be sent on the next available delivery.  It may be necessary for us to send out a representative to approve the replacements.  Due to the nature of the goods, it is acceptable to have between 3-5% wastage, these can be used for cuts and/or repairs.  If on first inspection you notice that there are damages, please indicate this on the driver’s paperwork.

If the order is incorrect, please notify us immediately so we can have the situation rectified.

How do I change my order?

If you need to add or subtract from your original order, please contact us as soon as you can.  Any order that is already collected from an DIYO supplier depot cannot be changed.