Política de envío

At Neoclean, we strive to deliver your cleaning equipment and accessories safely and efficiently. Because our product range includes high-value, heavy-duty commercial machinery, please review our specific shipping and heavy freight guidelines below before completing your purchase.

1. Order Processing & Cancellations

Standard Stock Items

Orders are typically processed and dispatched within 1 to 3 business days after payment confirmation.

For large commercial equipment (e.g., floor scrubbers, dry ice blasters), additional preparation time may be required for packaging and freight logistics scheduling.

Order Cancellations & Modifications

To ensure maximum dispatch efficiency, orders enter our processing queue immediately after payment.

If you need to cancel an order or modify a delivery address, please contact us at:

support@neoclean.com.au

While we will make every effort to intercept the order, cancellations are only possible if the dispatch and packing process has not yet commenced.

Once an item has been processed or handed to the carrier, it can no longer be canceled and will be treated under our standard Return Policy.

Packaging Note

We strongly encourage all buyers to retain all original packaging and pallets.

In the rare event that a machine requires return transit for servicing, warranty inspections, or authorized exchanges, original packaging is essential to prevent severe transit damage.

2. Heavy Freight & Courier Delivery Terms (Crucial)

For heavy machinery and palletized shipments exceeding 30 kg:

Property Entrance Only

Our specialized heavy freight couriers deliver to the property entrance/kerbside only.

Couriers will not move machinery inside garages, up driveways, or into facilities.

Driver Assistance & Tailgate

Couriers may require your assistance unloading the vehicle.

If your delivery address does not have a forklift or a loading dock, a hydraulic tailgate service will be required to lower the item to the ground.

Neoclean reserves the right to invoice the customer for undisclosed tailgate fees levied by the carrier.

Remote Areas Depot Collection

We cannot guarantee door-to-door delivery for every location.

Buyers located in remote or regional areas (such as farms, mining camps, or small out-of-town locations) may be required to collect their machinery from their nearest regional freight depot.

3. Local Warehouse Pick-up (Sydney Only)

We offer a free local collection option from our Carlingford (NSW 2118) warehouse.

To ensure a smooth handover, pick-ups must strictly meet the following terms:

By Appointment Only

Do not arrive at the warehouse unannounced.

Once your order is processed, our team will contact you to schedule a specific collection time slot.

Appropriate Vehicle Required

Due to strict Workplace Health & Safety (WHS) regulations, our warehouse staff cannot load large machinery or heavy pallets into standard passenger sedans or compact SUVs.

You must bring a suitable vehicle (e.g., a ute, van, or trailer) and assume full responsibility for securing the load.

7-Day Collection Window

Items must be collected within 7 business days of receiving your "Ready for Pick-up" notification.

Items left past this window may incur warehouse storage fees.

4. Estimated Delivery Times

Standard estimated delivery times within Australia are:

5 to 10 business days following dispatch

These timelines are for reference only and are subject to third-party carrier schedules, transit routes, weather events, or public holidays.

Neoclean is not liable for operational delays caused by transport networks.

5. Unattended Deliveries & Re-Delivery Fees

Commercial freight carriers require a signature upon delivery during normal business hours:

9am - 5pm, weekdays

If a delivery attempt is unsuccessful due to:

Incorrect address
Inaccessible delivery location
No one available to sign and assist with unloading

The item will be returned to the local depot.

The buyer will be fully responsible for paying all resulting re-delivery fees.

Authority to Leave (ATL)

If you authorize an Authority to Leave (ATL) or if the carrier leaves the package without a signature in a secure location, Neoclean accepts zero liability for any subsequent:

Theft
Loss
Weather damage

6. Taxes, Duties, and International Orders

Australian Orders

All displayed prices and shipping rates are subject to the 10% Australian Goods and Services Tax (GST) as detailed at checkout.

International Orders

For shipments outside of Australia, all local import duties, customs clearance tariffs, VAT, or brokerage fees are the sole responsibility of the buyer.

Original international freight fees are strictly non-refundable.

7. Split Shipments

To optimize dispatch speeds, orders containing multiple items (e.g., a floor scrubber plus additional replacement brushes or foam cannons) may be shipped separately from different warehouse locations.

You will receive individual tracking details for each consignment.

8. Delivery Inspection (Transit Damage Claims)

Please inspect your shipment thoroughly upon arrival.

If a package or machine appears visibly damaged, incomplete, or incorrect, you must:

Document the condition immediately.
Contact us at support@neoclean.com.au within 7 days of delivery.
Provide clear photos or videos of:
- Transit damage
- Packaging condition
- Carrier's consignment note

These materials are required to support your transit insurance claim.