All shipping options are for mainland Australia & Tasmania only. Postage to External Territories (offshore islands) is by quote only.
DELIVERY TIME FRAMES
We use a selection of courier services with delivery times of between 3 - 5 business days for metro areas and 3 - 10 business days after dispatch for regional areas. Courier deliveries are made during business hours, Monday to Friday only.
Your delivery cost will vary depending on the size, weight and location of the products you choose to purchase as well as your delivery location of choice. Normally the larger the item, the more expensive delivery will be. Extremely large goods (i.e. items requiring a two man lift) will also incur higher delivery rates.
As we use couriers to deliver all parcels, products will not be delivered to an unattended address. The courier will require a signature from an occupant at the specified delivery address at the time of delivery if no one is available to sign for any parcel a card will be left and the parcel re-directed to the nearest Courier depot. You will then be responsible for collecting the parcel from that depot or paying an additional charge for re-delivery.
We recommend all deliveries be shipped to a location that is attended during business hours, whether that is a home, work or other address, to minimize any re-delivery delays and/or fees.
You may incur additional delivery fees/freight charges within the checkout (in excess of the fees and charges specified above) for:
- Large quantity or bulk orders.
- Express or urgent deliveries; or
- non-stock and/or bespoke items.
TRACK & TRACE
All orders placed online via the Rays website are delivered via courier. You can track the progress of your order from placement through to delivery via our Track & Trace portal. Simply enter your order number (i.e. 0000012345) and your first and last name to view the progress of your order.
Once your order has been packed ready for dispatch you will see a consignment number and link to track your order directly through the courier’s website.
Please allow up to 24 hours for your parcel to register in the couriers system before attempting to track your order. If you have any concerns contact our Customer Care Centre by phone on 1300 002 449 (within Australia) or complete our online enquiry form. We will generally respond to online enquiries within 24 hours.
At checkout, you will be notified of shipping costs for your approval, these are calculated automatically by the site in accordance with our courier companies' freight charges via a courier aggregation application (supplied by Ricemill). Bulky items are those with either a high weight or large cubic volume. Products are allocated as bulky as determined by the shipping methods of our courier companies.
Please note if your cart contains non-bulky and bulky items your cart will be calculated accordingly.
REASONS FOR ORDER DELAYS
- Entry of an incorrect or incomplete address during checkout.
- The address had no-one to sign for the parcel.
- Incorrect payment information was entered against the order. Please double check all details at time of checkout as your order will only be created upon receipt of payment.
- In the event an order is flagged for verification we may need to get in contact via phone before dispatching some orders. Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination to protect the card holder, and this may delay shipping.
- Occasionally if a particular product is in high demand we may need to supply product from outside of our standard delivery network. This can cause delays in dispatch if orders are directed to regional locations etc.
If your order is not received within the quoted delivery period please check your order progress via our Track & Trace portal, alternatively contact our Customer Care Centre on 1300 002 449 (within Australia) or complete our online enquiry form. We will generally respond to online enquiries within 24 hours.
PICK UP FROM WAREHOUSE
Unit 20, 6 Gladstone Road, Castle Hill NSW 2154, Mon – Fri, 9:00 to 17:00
Customers can arrange courier to pick up from our warehouse after booking with us.