Shipping Policy

Thank you for shopping with FENUM.

This Shipping & Delivery Policy explains how orders placed directly with FENUM Pty Ltd through fenum.com.au are prepared, dispatched, and delivered.

Due to the size and weight of our products, with products starting from approximately 80kg, most FENUM orders are shipped using specialist freight and transport carriers rather than standard parcel or postal services.

1. Shipping Locations

FENUM delivers to eligible addresses throughout Australia.

Delivery availability may vary depending on:

Your delivery location.
The size and weight of the Goods ordered.
Carrier availability.
Site access and unloading requirements.
Whether the delivery address is residential, commercial, regional, or remote.

Some regional, remote, offshore, or difficult-to-access locations may require additional freight arrangements.

If we are unable to deliver to your nominated address, we will contact you to discuss available options.

2. Order Processing

Orders are processed during normal business days, excluding weekends and public holidays.

Once your Order has been confirmed and payment has been received, we will prepare your Goods for dispatch.

Processing times may vary depending on product availability, order size, freight requirements, and other operational factors.

An Order is not considered dispatched until it has been collected by or transferred to the relevant freight carrier.

3. Delivery Timeframes

Any delivery timeframe provided by FENUM is an estimate only, unless expressly stated otherwise.

Estimated delivery times may vary depending on:

Your location.
Carrier schedules.
Product availability.
Freight volumes.
Weather conditions.
Road closures or transport disruptions.
Public holidays.
Regional or remote delivery requirements.
Other circumstances outside our reasonable control.

Where possible, we will provide you with delivery or tracking information once your Order has been dispatched.

We recommend that you do not schedule installers, contractors, tradespeople, or other services until your Goods have been delivered and checked.

4. Heavy Freight Deliveries

FENUM products are large and heavy, with the lightest product weighing approximately 80kg.

Customers should therefore ensure that the delivery location is suitable for receiving heavy freight before placing an Order.

Depending on the carrier and delivery location, you may be required to provide:

Suitable vehicle access to the delivery address.
A safe and accessible unloading area.
A forklift, pallet jack, loading dock, or other appropriate unloading equipment.
Sufficient personnel or equipment to safely move the Goods after delivery.

Unless otherwise agreed in writing, standard freight delivery does not include unpacking, installation, positioning, assembly, or moving Goods to their final location within a property or premises.

5. Forklift and Unloading Requirements

Some Goods may require mechanical unloading equipment due to their size or weight.

If a forklift, loading dock, crane, tailgate service, or other unloading equipment is required, this should be arranged before delivery.

Where additional equipment or services are required but were not disclosed or arranged before dispatch, additional carrier charges may apply.

If you are unsure whether your delivery location has suitable unloading facilities, please contact FENUM before placing your Order.

6. Delivery Access

You are responsible for ensuring that the delivery address can safely and reasonably be accessed by the freight vehicle required to transport your Order.

Please consider access restrictions including:

Narrow roads or driveways.
Low bridges or overhead clearances.
Weight restrictions.
Gates or security access.
Steep or unsuitable driveways.
Limited turning or manoeuvring space.
Loading dock restrictions.
Construction sites or restricted-access premises.

You should notify FENUM of any known access restrictions before your Order is dispatched.

Additional freight, redelivery, storage, or handling charges may apply where delivery cannot be completed because of access issues that were not disclosed to us.

7. Delivery Appointments

For some freight deliveries, the carrier may contact you directly to arrange or confirm a delivery date or delivery window.

Please ensure that the contact number and email address provided with your Order are accurate.

Where an appointment has been arranged, someone authorised to receive the Goods should be available at the delivery location.

Delivery times or windows provided by a carrier are estimates and may be affected by transport conditions and circumstances outside the carrier's or FENUM's reasonable control.

8. Failed Delivery and Redelivery

If a carrier is unable to complete delivery because:

No authorised person is available to receive the Goods.
Suitable unloading equipment is unavailable.
The delivery location cannot be safely accessed.
Incorrect delivery information has been provided.
The recipient refuses delivery without reasonable cause.
Required site access has not been arranged,

the Goods may be returned to the carrier's depot or another suitable location.

Additional costs associated with redelivery, storage, handling, or return freight may be charged to you where permitted by law and where the failed delivery resulted from circumstances within your control.

9. Inspection on Delivery

We recommend inspecting your Order as soon as reasonably possible after delivery.

Before signing for the Goods, where practical, check the shipment for visible signs of damage, including:

Damaged packaging.
Crushed or punctured cartons.
Damaged pallets or crates.
Missing items or packages.
Obvious physical damage to the Goods.

If you notice visible freight damage, please note the damage on the carrier's delivery documentation where possible and contact FENUM promptly.

Photographs of the packaging, pallet, Goods, and shipping labels may assist us in investigating a freight claim.

10. Damaged Goods

If your Goods arrive damaged, please contact FENUM as soon as reasonably possible and provide:

Your Order number.
A description of the damage.
Photographs of the Goods.
Photographs of the packaging and pallet or crate.
Photographs of the shipping label where available.
Any relevant delivery documentation.

Please retain the Goods and their original packaging while we assess the issue unless we advise you otherwise.

Nothing in this section limits any rights or remedies you may have under the Australian Consumer Law.

11. Incorrect or Missing Goods

If you receive an incorrect product or believe part of your Order is missing, please contact us as soon as reasonably possible.

We may ask you to provide photographs of the Goods received, packaging, shipping labels, and any relevant documentation so we can investigate the issue.

If we confirm that an error has occurred, we will work with you to arrange an appropriate resolution.

12. Change of Delivery Address

If you need to change your delivery address, please contact FENUM as soon as possible.

We cannot guarantee that a delivery address can be changed after an Order has been dispatched.

If a carrier permits an address change after dispatch, additional freight or redirection charges may apply.

13. Split Deliveries

Orders containing multiple products may be dispatched separately depending on product availability, warehouse location, carrier capacity, or freight requirements.

As a result, you may receive your Order in more than one delivery.

Where practical, we will provide information regarding separate shipments.

14. Regional and Remote Deliveries

Deliveries to regional and remote locations may take longer.

In some areas, delivery may only be available to:

A freight depot.
A commercial address.
A location accessible by the relevant freight vehicle.
Another agreed collection point.

Where door-to-door delivery is not reasonably available, we will contact you to discuss alternative arrangements.

15. Collection from a Freight Depot

In some circumstances, a carrier may require Goods to be collected from its nearest freight depot.

If depot collection is required, you are responsible for ensuring that you have an appropriate vehicle and equipment to safely transport and unload the Goods.

Identification or proof of authority may be required when collecting an Order.

167. Title and Risk

Ownership and risk in Goods will be dealt with in accordance with FENUM's applicable terms and conditions of sale and Australian law.

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

17. Delayed or Lost Shipments

If your Order has not arrived within the estimated delivery timeframe, please contact us.

We will work with the freight carrier to investigate the location and status of the shipment.

Please note that freight investigations can require information from multiple transport depots or carriers before the location or status of a shipment can be confirmed.

Where Goods are confirmed as lost in transit, FENUM will provide an appropriate remedy in accordance with applicable law.

18. Contact Us

If you have questions about shipping, freight requirements, delivery access, or an existing Order, please contact FENUM:

Email: support@fenum.com.au
Website Contact Page: https://fenum.com.au/contact-us
Phone: 1300 833 686
Postal / Returns Address:
FENUM Pty Ltd
112 Christina Road
Villawood NSW 2163
Australia