InstroDirect – Shipping Policy (Australia & New Zealand)

1. Where We Ship

InstroDirect ships to all locations within:

• Australia
• New Zealand

We do not currently ship outside these regions (yet) 

2. Shipping Costs

Shipping fees are clear and transparent. All costs are shown at checkout before you complete your order.

• Flat rate shipping of $40.00 applies to all orders under 5 kg.
• Final shipping costs may vary based on:
• Delivery location
• Weight and dimensions of the item
• Remote-area surcharges
• Multiple-item orders

There are no hidden fees. The total shipping cost is displayed upfront before payment.

3. Handling Times

Orders are dispatched only after full payment is received.

• Credit card orders: processed and prepared for dispatch immediately.
• Bank transfer / direct debit / purchase orders: dispatched once funds have fully cleared.

Most in-stock items ship within 2 business days after payment confirmation.

4. Delivery Timeframes

Estimated delivery times (after dispatch): however this is totally out of our hands and we rely on the freight companies to process shipping. 

Australia

• Metro areas: 2–6 business days
• Regional areas: 5–14 business days
• Remote locations: 7–14 business days

New Zealand

• Metro areas: 5–10 business days
• Regional areas: 7–14 business days

Delivery times are estimates only and may vary due to carrier delays, public holidays, customs processing, or unexpected events.

5. Order Tracking

Most shipments include tracking.
A tracking number will be emailed to you once the order has been dispatched.

If tracking is unavailable for a specific carrier or item, this will be communicated before completion of your order.

6. Delivery Issues

If your order is delayed, missing, or arrives damaged, you must notify us promptly so we can assist.

Email: accounts@instrodirect.com.au

Please provide:

• Order number
• Tracking number (if provided)
• Photos and details (for damaged items)

7. Incorrect Address or Failed Delivery

It is the customer’s responsibility to provide accurate delivery details.

If an order cannot be delivered due to:

• Incorrect address
• Refusal to accept delivery
• Failure to collect from the carrier depot

The customer may be responsible for:

• Redelivery fees
• Return-to-sender charges
• Additional freight costs

Orders cannot be cancelled once shipped.

8. Split Shipments

If your order contains multiple items, InstroDirect may ship them separately.
This will not affect the total cost shown at checkout.

9. Items Requiring Special Freight

Some oversized or heavy items may require specialised freight.
In these cases:

• Shipping may exceed the $40.00 flat rate
• You will be notified before the order is processed and quoted in accordance with the shipping costs from the freight companies.
• The order will not be dispatched until you approve the final shipping cost

10. Out-of-Stock or Backorder Items

If an item is unavailable or on backorder, we will notify you with the expected lead time.  If we need to source goods from overseas, this may 2-6 weeks lead time based on supplier stock holdings. 
You may choose to:

• Wait for restock
• Request an alternative product
• Request a refund for that item

11. Payment Clearance Before Shipping

InstroDirect ships only after payment has been fully cleared, including:

• Bank transfer
• Direct debit
• Purchase orders
• Third-party credit terms

This protects both parties from fraud and payment disputes.

12. Contact Us

For any shipping-related questions:

InstroDirect Pty Ltd
Email: Sales@instrodirect.com.au