Freight and returns policy
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This policy applies to all Emerald customer orders delivered within Australia.
All prices listed are excluding GST
Our pricing and freight structure is built around pallet-quantity ordering, which keeps delivery costs down, reduces the risk of transit damage, and lets us pass better pricing on to you.
Where you hold a supply agreement with Emerald that includes specific freight terms, those terms take precedence over this policy.
Delivery charges - Heat Pump and Air Conditioning
| Delivery Type | Orders < $5,000 | Orders $5,000 - $10,000 | Orders > $10,000 |
|---|---|---|---|
| Metro Delivery - Next Day | $150 | Free | Free |
| Split pallet fee (heat pumps) | $100 | Free | Free |
| Rural and interstate delivery | $250 | $150 | Free |
- The split pallet fee applies to heat pump orders of fewer than four units.
- Mixed pallets are welcome. You can combine different products on a single pallet to reach pallet quantity.
- Tailgate delivery is available on request.
Delivery timeframes
Metro delivery
- Orders placed before 2:00 pm are delivered the next business day within metro areas, subject to stock availability at your nearest Emerald warehouse.
- Same-day delivery is not a standard service and is quoted on request, case by case.
Warehouse pickup
- Orders placed before 11:00 pm are available for same-day collection, with pickup available until 4:00 pm.
- For orders placed after 11:00 pm we will make every effort to have your order ready the same day, but this cannot be guaranteed. If it is possible, the order may incur an additional fee of $50.00.
Large orders
- For orders over four pallets, next business day delivery is our goal and we will make every endeavour to achieve it; however, timeframes may vary on bulk orders.
Stock availability
- Delivery timeframes are subject to stock availability at the warehouse servicing your location. Please confirm availability with our team when placing time-sensitive orders.
Delivery areas
Metro delivery covers the greater capital city areas of Sydney, Melbourne, Brisbane, Adelaide and Canberra — approximately 50 km from the GPO for Sydney, Melbourne and Brisbane, and approximately 30 km for Adelaide and Canberra.
Classification is determined by our metro postcode list, available from our team on request. Some localities within these distances, such as hills and ranges areas, are classified as rural by our carriers and rural rates apply.
Deliveries outside metro areas within NSW, VIC, QLD, SA and ACT are charged at the rural and interstate rates above.
Deliveries to WA, NT and Tasmania are quoted individually, case by case.
Questions
For freight quotes, stock availability, or a copy of the metro postcode list, contact your Emerald account manager or our customer service team on 02 9466 6000.
Delivery charges - Lighting
| Delivery Type | Orders < $1,500 | Orders $1,500 - $20,000 | Orders > $20,000 |
|---|---|---|---|
| Metro Delivery - Next Day | $50 | Free | Free |
| Express Service (Same Day Metro) | $150 per order | $150 per order | $150 per order |
| Tailgate and Residential Delivery | $200 | $200 | Free* |
| Rural/Interstate Delivery | $75 | $235 | $285 |
| Rural/Interstate Tailgate | Quote required | Quote required | Quote required |
| Rural/Interstate Express | Quote required | Quote required | Quote required |
Metro delivery covers the greater capital city areas of Sydney, Melbourne, Brisbane, Adelaide and Canberra — approximately 50 km from the GPO for Sydney, Melbourne and Brisbane, and approximately 30 km for Adelaide and Canberra.
*Free Tailgate Delivery: Orders > $40,000 (Metro only).
Questions
For freight quotes, stock availability, or a copy of the metro postcode list, contact your Emerald account manager or our customer service team on 02 9466 6000.
Returns and restocking
- Returns are accepted within 90 days of purchase. No goods will be accepted for return after 90 days.
- A restocking fee of 10% of the order value applies to all returns.
- Goods must be returned unused, undamaged and in original packaging. Return freight is at the customer’s cost unless the return relates to an Emerald error.
- Warranty claims are handled separately under the Emerald warranty policy and are not subject to restocking fees.