Ordering and Delivery for Trade Customers
We ship all trade orders from our Sydney warehouse using trusted courier partners. The information below covers
everything you need to know about delivery options, timeframes, charges, and what to do if an issue arises with your
order.
Shipping Carriers
- Australia Post — Domestic Standard and Express, best for residential addresses and PO Boxes.
- Direct Freight Express — Domestic Road Express, best for B2B and commercial addresses.
- DHL Express — Domestic and International Express, best for time-critical shipments, express domestic delivery, and
global tracking.
- DHL eCommerce and Australia Post — International Economy, best for cost-effective international shipping.
Free Shipping Thresholds
- Metro Australia: Orders over $250 (excl. GST)
- Regional Australia: Orders over $375 (excl. GST, excluding bulky items)
- International: Orders over AUD $1,000 (excluding bulky items)
For orders below these thresholds, shipping starts from $8.00. Custom shipping quotes are available for bulky items,
same-day delivery requests, and specialised international orders.
Please note that free shipping does not apply to certain remote and island locations. See the Remote and Island
Locations section below for details.
Remote and Island Locations
The following locations are excluded from free shipping due to the additional freight costs associated with remote and
island delivery. Orders to these areas will be quoted separately, and we will contact you with a freight estimate prior
to dispatch.
- Lord Howe Island
- Norfolk Island
- Christmas Island
- Cocos (Keeling) Islands
- Thursday Island (Torres Strait)
Same-Day Dispatch
Orders paid before 10am AEST on a business day are dispatched from our Sydney warehouse that same day.
Priority Same-Day Dispatch
If you have missed the 10am cutoff but require urgent same-day dispatch, please contact our trade team. A priority
handling fee of $30.00 + GST applies to move your order to the front of the queue.
Estimated Transit Times
- Sydney Metro: 1 to 3 business days (Direct Freight Express), 1 to 2 business days (DHL Express)
- Other NSW: 2 to 4 business days (Direct Freight Express), 1 to 3 business days (DHL Express)
- Brisbane, Canberra, Melbourne and Adelaide Metro: 1 to 4 business days (Direct Freight Express), 1 to 3 business
days (DHL Express)
- Other Capital and Regional Areas: 2 to 7 business days (Direct Freight Express), 2 to 4 business days (DHL Express)
Transit times are estimates only and are not guaranteed. Public holidays, carrier delays, and remote locations may
affect delivery timeframes.
Redelivery Service
If a delivery attempt is made to your nominated address and the premises are unattended or inaccessible, our carrier
will arrange redelivery. Any redelivery charge incurred will be passed on to you at the rate charged to us by the
carrier. Charges vary depending on your location, the carrier assigned to your shipment, and the applicable rate at the
time of redelivery. We will notify you of the charge before it is processed.
To avoid redelivery fees, we recommend nominating a staffed business address where someone is available to receive
deliveries during standard business hours.
Delivery Access and Additional Fees
Please ensure your delivery address is attended and accessible during business hours. The following additional charges
may apply.
- Return to Sender — if a parcel is returned due to an incorrect address or failure to collect, the carrier's return
freight charge will be passed on to you.
- PO Boxes — Australia Post delivers to PO Boxes. Direct Freight Express and DHL Express require a physical street
address.
- Authority to Leave (ATL) — if you request that a parcel be left without a signature, responsibility for the package
transfers to you once the carrier marks it as delivered.
Missing or Delayed Orders
If your order has not arrived within the expected timeframe, please contact our trade team as soon as possible and we
will investigate with the carrier on your behalf. Early notification helps us open a carrier investigation while records
are still fresh, ideally within 7 days of the expected delivery date. If you notice the issue later, please still get in
touch and we will do our best to assist. Your rights under Australian Consumer Law continue to apply regardless of when
you report the issue.
Damages on Arrival
We take every care to ensure your order is packed securely and dispatched in excellent condition. If your order arrives
damaged, please notify us within 7 days of delivery by contacting our trade support team. Please retain all original
packaging and provide clear photographic evidence of the damage, including images of the outer packaging and the
affected products. Early notification helps us lodge a carrier claim and resolve your case quickly. If you notice the
issue after this window, please still get in touch and we will do our best to assist. Your rights under Australian
Consumer Law continue to apply.
Incorrect or Missing Items
If you receive an item that does not match your order, or if an item is missing from your delivery, please notify us
within 30 days of delivery. Please have your order number and a description of the discrepancy ready when you contact
us, and where applicable provide photographic evidence to help us resolve the matter efficiently. If you notice the
issue after this window, please still get in touch. Your rights under Australian Consumer Law continue to apply.
Once the discrepancy is confirmed, we will arrange for the correct item to be dispatched or the missing item to be sent
to you at no additional cost.
Incorrect Delivery Address
It is the responsibility of the customer to ensure that a complete and accurate delivery address is provided at the time
of placing an order. If an incorrect address is submitted and the order has already been dispatched, we cannot guarantee
that the shipment can be intercepted or redirected. Any additional freight charges incurred as a result of an incorrect
delivery address will be passed on to you.
If you identify an error in your delivery address after placing your order, please contact us immediately so that we may
attempt to intercept the shipment before dispatch.
Warehouse Pickup
Pickup is available for trade customers. Please contact our trade team to arrange a pickup time and we will provide the
relevant details.
Pickup address: Ninja Logistics Unit 9, 2 Christina Road Villawood NSW 2163
Pickup is available on weekdays during standard business hours.
Questions
If you have any questions about your order or delivery, please contact us and a member of our trade team will be in
touch. You can also visit our Help Centre for quick answers to common questions.