Delivery and Returns

Delivery

Delivery is via Temando Express Road freight Australia wide - We use E-Go courier and freight services who provide fantastic, fast, efficient services at a great rate.

Express road freight bookings will typically be collected in the afternoon, usually between 2pm and 5pm, regardless of the time of booking. Bookings for express road freight in capital cities made up until 3pm will usually be collected same day any time up until 5pm. If the booking is made after 3pm, it will typically be collected on the next business day.

All charges depend upon the size and/or weight of the consignment and also upon the distance covered between the collection point and the delivery point. Typically, the larger the consignment, the more it costs to deliver.

Temando will always prefer to deliver your goods to a daytime delivery address, in other words, a business address. They deliver any time during the hours of 9am to 5pm weekdays, excluding public holidays. Where possible Temando would prefer to deliver to a business address. If the receiver of goods is a private individual, it's quite OK to have the consignment addressed to the place where you work, provided that receiving it won't be an inconvenience to the business conducted there.

If the goods can only be delivered to a private address, that's OK too. In the event that the receiver is not home, the driver will follow the instructions provided by you during the booking process. If you elected to have the driver leave the consignment in a safe spot, he will do so. If it's not safe to do so, or if you elected for the consignment not to be left if no one is available to receive it, then the driver will leave a card with a phone number on it and return the consignment to the nearest depot to be held in safe keeping. When the receiver arrives home, they need to then call the number on the card and request the freight be redelivered at a convenient time. The cost for this is shown in the booking process. The receiver can also collect their consignment from the depot if convenient.

Special arrangements can be made for pickups and deliveries on weekends or public holidays. Simply send us an email with your requirements and we will send you a tailored quotation.

Should you have any specific query regarding the estimated time for delivery (ETA), or any part of the process for that matter, don't hesitate to email us at info@customtruck.com.au and we will answer you as soon as possible.

Returns

If for any reason you are not happy with anything you purchase from American Custom Truck, please contact us within 30 days of receipt of the product for a refund, exchange or credit to be used in our store within 12 months.

Shipping charges are only refundable if:

  • We made an error on your order
  • The product was damaged in shipping

If you have purchased the wrong item, or you are not entirely happy with your purchase, American Custom Truck will offer an exchange or credit note to the value of the items purchased, under the following conditions:

  • All products must be returned within 30 days of receipt.
  • The product(s) must be as new (unused and undamaged) and with their original packaging.
  • No refunds, returns or exchanges on personalised, custom coloured or sale items

To organise a refund, exchange or credit note, please call us on 07 3808 7771 or email info@customtruck.com.au with the following details: Your Name, Order Number, Product Name/Code, Reason for exchange.

Apart from returns for damaged products, all products must be returned to American Custom Truck in a saleable condition. It is the customer's responsibility to ensure that all returns are packaged so as to prevent damage in transit. Please enclose a copy of your receipt.

In the unlikely event that a product is damaged in transit to you, please send us a digital photograph (2MB or less) of the damaged goods by email, quoting your order number and the product item within seven days of receipt of the item to: info@customtruck.com.au Our Customer Service Manager will then contact you to speak about an appropriate solution for you.

When a product is returned to us, American Custom Truck offers a refund, exchange for goods to the same value or a store credit to the value of the items purchased. Delivery costs (including packaging and handling fees) are not refundable. Our exchange policy does not apply if the product(s) have been used, worn, soiled or damaged. We reserve the right to refuse a return on any product that does not meet these requirements. It is suggested that you insure your return package as American Custom Truck cannot be held responsible for any product lost or damaged in the post.

Please ship your prepaid packages to:

American Custom Truck
21 Sienko St
Forest Dale, QLD 4118
AUSTRALIA

Refunds and credits will be processed within 2-3 weeks.


FOLLOW US

07 3802 8610
Email: info@customtruck4wd.com.au
Address: P.O. Box 1546, Browns Plains, QLD 4118 Brisbane, AUSTRALIA
Mon - Fri: 9:00am - 5:00pm Sat: 9:00am - 1:00pm Sun: Closed