Shipping policy

SHIPPING

Can I track my order?

You bet! Once you have placed your order and we have dispatched it, you will get an email from us with your tracking information. This could be up to 2 days after you have placed the order.

Can I change or cancel my order once I've placed it?

If you want to change your order please email handrailsaustralia@gmail.com with your order details as soon as possible and we will try to help you. 

Once an order has been processed and shipped, we won’t be able to make any changes. Check our Returns and Refunds Policy for more details.

How can I update my address details? 

It is possible to update your address details, but you have to be quick! Please email us at handrailsaustralia@gmail.com with your order number and address details as quickly as possible. Changes to your shipping address can only be made if your order has not already been shipped.

Where is my order coming from?

Hand Rails Australia is based on the Gold Coast in Queensland. 

Who does Hand Rails Australia ship with?

We ship with Aramex/Fastways or Australia Post, depending on your location. You shipping confirmation will be emailed to you with a link to the shipping provider. 

Once we have sent your package off we accept no responsibility for any delay, damage, destruction of goods caused by the third-party deliverer. However, we will endeavor to find a solution if any of the above issues arise.

How much is shipping?

Shipping is FREE Australia-wide for all pool handrail orders.

Please note that shipping charges apply if bolts are purchased separately without a handrail.

The only exception is for our wholesale customers. If you’re interested in becoming a wholesaler, please contact us at handrailsaustralia@gmail.com.

Do you offer local pick up?

Yes we do! We now offer local pick up for those based on or willing to travel to the Gold Coast. Simply select local pick up at the checkout and we will be in contact with you when your purchase is ready for collection. 

How long will my order take to arrive?

We know you’ll want your products as quickly as possible after ordering. That is why we dispatch all of our "ready-to-ship" orders within 3 business days of the order being placed and paid for. Please note that custom orders will have a varying dispatch time frame based on complexity, each order will have a unique timeframe that will be communicated to the customer prior to the order manufacture commencing. 

What could cause a delay in these shipping times?

Please keep in mind that there are some times throughout the year where the above estimates may be longer. These times might include around Christmas and Black Friday sale periods, for example. Australia Post/Aramex/Fastways can experience delays in shipping times due to events like COVID-19 and extreme weather conditions. 

Do you ship overseas?

We would love to service worldwide, but at the moment our Australian warehouse can only ship within Australia.