Shipping Policy

When will my order be shipped, after I complete the ordering?

All orders will be shipped as soon as possible after receipt of payment only. This usually means minimum or no delay after completion of order. Should you have urgent needs for a specific order, it may be possible to escalate the order by enquiring with our sales office, on a case by case basis.

How long will it take for my order to arrive (for delivery within Australia)?

Water Online is committed to your satisfaction with our service, so we work very hard to ensure you receive your order as quickly as possible.

Presently we use a national carrier for deliveries within Australia.
We pick, pack, and dispatch orders every Monday and Thursday. Therefore, if you order after 12pm on Monday, and before 12pm on Thursday, your order will be collected from our warehouse on Thursday afternoon. If you order after 12pm on Thursday, and before 12pm on Monday, then your order will be collected from our warehouse on Monday afternoon.

Delivery times vary depending on how far away your delivery address is from our warehouses.  Deliveries to metro Sydney, Melbourne, Brisbane usually take approximately 2 days to be delivered, after it leaves our warehouse.  Country locations and deliveries to other states will take longer, approximately an additional 1-2 days after the parcel leaves our warehouse (on either a Monday or a Thursday).

Please keep in mind that during COVID-19, exceptional circumstances and delays  may occur which could add to the ordinary delivery time.  After placing your order, you may contact our sales office for a more accurate delivery time.  When we quote a 'Day', we refer to a business day, weekends and public holidays are not included.

Can you ship to a different address than my home or billing address?

Yes, in fact we recommend you chose an address where someone will be available to accept the delivery between 9 am and 5 pm. Often a business address is the best option, because it is more likely that someone will be there when the parcel is delivered.

Please remember to enter your building or company name if the delivery is going to a business premises.

Can I pick up my order?

Yes, please notify us in your delivery instructions.  After placing your order, you will be sent information of a pick up location nearest you.  All pick up arrangements are subject to special safety procedure may be implemented during COVID-19 without prior notice.

Can I arrange my own Courier?

Yes, once placing your order and specifying your delivery instructions, we will notify you by email the weight of your order and numbers of cartons, You may use this information to book your own pickup. Once you have done so, let us know via email or phone of your courier’s details and pickup time, based on our Monday and Thursday delivery times.  You should also notify your courier that all pick up arrangements are subject to special safety procedure may be implemented at our warehouses during the COVID-19 pandemic.

What shipping charge will apply to my order?

This is determined by the amount of stock you order. We currently apply a special rate for minimum order quantity to be delivered to metro Sydney, Melbourne and Brisbane, subject to changes. A surcharge will apply to the regional areas of those states and all other states.

What does the shipping charge cover?

Shipping costs includes more than just the carrier’s delivery charges. The costs include order processing, pick and pack charges, cost of packaging materials, and delivery charges.

Do you ship internationally?

Yes, we can deliver to addresses outside of Australia and the shipping charges can be quoted against your specific requirements of stock and time frame on a case by case basis.  We usually encourage to ship a certain minimum order quantity to be cost effective.  Depending on the specified country of destination, we may also arrange the order to be delivered locally via our distribution network.