CUSTOMER SERVICE: 1800 611 058


1. Deliveries

A 3rd party vendor has been contracted to perform your delivery service. In order to ensure that your delivery is successful, your participation is needed. Below are answers to commonly asked questions about INDUSTRY KITCHENS deliveries:

1.1 When will I receive my delivery?

We’ll let you know how long you can expect to wait. Please note that this is not a guaranteed delivery date for your order. Some areas may take longer due to the frequency of deliveries to the delivery postcode. Our system calculates this estimated date considering the total amount of time to process your order including packaging, transit time to the delivery provider, and transit time to the delivery address. Remember some items are made to order, may be out of stock from our suppliers and may have to be imported.

When placing your order, we consider these factors when calculating the Estimated Delivery Date:

Order Processing: The amount of time it takes for us to prepare your order for shipping. This typically takes 1 – 2 days, however, some orders may ship within as few as 4 hrs and some may take up to 5 days.

 Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.

When the delivery provider receives your order and is ready to schedule a delivery date, they may attempt to contact you at the telephone number that you provided in your order. At that time, they will let you know what days of the week they are able to deliver to your area. Deliveries will be made during business hours. The delivery company will make every effort to deliver on the day advised.


Delivery Exclusions

 We will arrange delivery of your purchases to your business. Some items may take longer for delivery, and items ordered together may not arrive on the same day. Orders are often made from many suppliers and those suppliers may release products directly to you at different times. The delivery service is provided by an independent service provider. We are not able to deliver to PO Boxes or APOs. Delivery orders are not available in some areas. Shipping rates and fees cover the processing, handling, packing, and delivery of your order – they do not include surcharges that might apply to certain items. Free delivery offer is at the discretion of management and a minimum order applies. 


1.2 How to prepare for your delivery?

Details at the checkout must be correct. The Delivery Company has been contracted to perform the delivery service curb-side at the delivery address. Please make sure there's adequate access and space to complete the delivery. If you have requested special delivery instructions and have accepted and made payment for this additional delivery upgrade, prior to delivery, ensure that there is adequate room to make the delivery considering doorways, hallways, staircases and elevators and/or you are available during the time period window requested.


1.3 Who needs to sign for my delivery?

Either you or your representative, that is 18 years of age or older, must be present to receive the merchandise at the agreed upon day and time window. If no one is available to receive the delivery, a re-delivery fee or ‘futile fee’ may be applied to your order. This agreement is with you and INDUSTRY KITCHENS. Neither INDUSTRY KITCHENS nor the 3rd party Delivery Company that has been contracted by INDUSTRY KITCHENS to perform the delivery will be held responsible if you decide to hire a 3rd party contractor to accept, receive and sign the handover of items without the notations of visible defects of packaging, damaged items, or missing merchandise.


1.4 What am I responsible for upon delivery?

Please be sure to sign the Delivery Order Note in the presence of the Delivery Company representative to indicate your delivery has been received. Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please retain the item(s), indicate the problem on the Delivery Note and contact us within 24 hours of your delivery. A signed delivery receipt, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order in perfect condition. For any other problem with your order, please refer to our return policy.

1.5 What additional fees may apply?

There may be circumstances that require additional payment by you if the conditions mentioned have not been met or you request special services outside of our standard delivery. This may include a timeslot delivery, sometimes available or other requests such as stairs & putting the equipment into position or unpacking & wrapping. Most commonly this would be a re-delivery or ‘futile fee’ from a 3rd party logistics company. This can occur because of incorrect information about the delivery address and/or details being entered at the checkout on the website and/or not being available by telephone to direct the delivery driver to difficult to find locations. Any additional fees must be paid by cash or credit card to Industry Kitchens as to not further delay the re-delivery by the 3rd party logistics company.


1.6 Free delivery

Free delivery is mostly to metropolitan locations on the east coast of the Australian mainland, namely Sydney, Melbourne, Brisbane but often includes centres such as Perth, Adelaide, Hobart, Launceston, Newcastle, Surfers Paradise, Wagga Wagga & Albury-Wodonga. Free delivery is at the discretion of Industry Kitchens management. A minimum order applies. For free delivery, orders must be completed on the website www.industrykitchens.com.au. Additional delivery charges may apply to these order types-based on purchase amount, time frame, item size and location for delivery. Where free delivery is unavailable for a particular large item such as coolrooms, we will notify you of this before the checkout process.  Please contact us if you have any queries before checkout.


1.7 Delivering to a Freight Forwarder?

In order to ensure that your delivery is processed as quickly as possible; please contact us. Please indicate to the advisor that your order will be delivered to a freight forwarder. Additional delivery information is required to ensure accurate processing of your order. Additional delivery charges may apply to these order types-based time frame and location for delivery. This agreement is with you and INDUSTRY KITCHENS. Neither INDUSTRY KITCHENS nor the 3rd party Delivery Company that has been contracted by INDUSTRY KITCHENS to perform the delivery will be held responsible if you decide to hire a 3rd party contractor or freight forwarder to accept, receive and sign the handover of items without the notations of visible defects of packaging, damaged items, or missing merchandise.


1.8 Can I make changes to the delivery address after I place my order?

Sometimes it is possible, dependant on the product lead-time, In stock items, are usually dispatched within a few hours. With made to order & longer lead-time items it may be possible depending on the circumstances. If possible, the delivery charge will need to be revised based on the location & request. The majority of the time we cannot make any changes to the delivery address once your online order is placed. Orders placed online or over the phone begin processing immediately in our system to ensure order fulfilment and shipping time.

For information regarding our cancellation policy please visit our terms & conditions or you may 
contact us for any other questions.


2. Parcel Deliveries

2.1 When will I receive my delivery?

Please note that this is not a guaranteed delivery date for your order. Some areas may take longer due to the frequency of deliveries to the delivery postcode. Our system calculates this estimated date considering the total amount of time to process your order including packaging, transit time to the delivery provider, and transit time to the delivery address.


When placing your order, we consider these factors when calculating the Estimated Delivery Date :

Order Processing: The amount of time it takes for us to prepare your order for shipping. This typically takes 1 – 2 days, however, some orders may ship within as few as 4 hrs and some may take up to 5 days. 

 

Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier. *Remember some items are made to order, may be out of stock from our suppliers and/or may have to be imported especially for you, which is standard practice for many items for commercial kitchens & hospitality venues. These items can take up to 12 weeks for final delivery.

Deliveries are made Monday – Friday during business hours with no advance call.


2.2 How many attempts will be made?

We will make 1 delivery attempts for deliveries. After the 1st failed attempt at delivery, the package(s) are returned to the delivery carrier’ warehouse. If you would like to have the merchandise re-delivered, you will be responsible for the re-delivery fee.


2.3 What am I responsible for upon delivery?

Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please contact us within 48 hours of your delivery. For any other problem with your order, please refer to our terms and conditions.


3. Product Pick-up at an Industry Kitchens or suppliers warehouse in your state.

3.1 Click and Collect Policy

1. Please bring a valid government-issued photo ID and your proof of purchase (either digitally or printed).

2. If you wish to designate another person to pick-up your order, they must bring a forwarded copy of your proof of purchase with your written consent, including the full name of the designated person that matches their government-issued photo ID.
3. It is important that you pick up your purchase no later than 24 hours after your selected pick-up date.

4. Please consider the size of your vehicle, as your order may be larger and heavier than expected due to packaging.

5. At the checkout add our warehouse address


4. Returns & Cancellations

4.1 Return Policy

If you are not entirely satisfied with your purchase, our suppliers will work with us to try and rectify the issue. To see the complete Return Policy, click here).

4.2 Cancellation Policy

If you a requesting to cancel your order you must contact us within 2 hrs from the time the order was placed. We will do our best to accommodate your request. Please note once your order has begun to process in our system. If our suppliers have dispatched or started to manufacture your item(s) we will not be able to stop the progress. You will receive a partial refund for the value of the merchandise only (including applicable tax); shipping and handling will not be refunded. For further information on cancellations please see our terms and conditions.




Privacy & Security

Industry Kitchens is committed to maintaining your trust, values your privacy and recognizes the sensitivity of your personal information. We work toward protecting the privacy of users of our website. We have carefully crafted this Privacy Policy to address concerns you might have and to assure you that if you give us personal information, we will treat it carefully and appropriately. This Privacy Policy applies to the website available at www.industrykitchens.com.au and the mobile applications and websites where this Privacy Policy is posted (collectively, the “Sites”). This Privacy Policy does not pertain to information that is collected offline. BY USING THE SITES, YOU CONSENT TO THE TERMS AND CONDITIONS OF THIS PRIVACY POLICY AND TO OUR PROCESSING OF PERSONAL INFORMATION FOR THE PURPOSES STATED BELOW. IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS OF THIS PRIVACY POLICY, PLEASE DO NOT USE THE SITES.


Basic Confidentiality Policy

Where personal information is required to use or interact with the Sites, it is our policy that this information – such as your name, postal or email address, or telephone number — is private and confidential. The personal information you provide to INDUSTRY KITCHENS is stored in a secure location, accessible only by appropriate staff, and is used for the purposes set forth in this policy, such as to reply to a question or to send requested materials & the occasional email for specials & events related to Industry Kitchens.


Information Collected

We collect two types of information from visitors to the Sites: (1) Personal information; and (2) Non-Personal information, such as your IP address or cookies.

1. Personal information

"Personal information" is information that identifies you personally, such as your name, postal address, telephone number, or email address. The INDUSTRY KITCHENS collect and stores the personal information that you have provided to us. Here are some examples of manners in which we may collect your personal information on the Sites:

·       We will collect your first and last name, email address, and postal address when you become a member and sign up to receive information from the INDUSTRY KITCHENS;

·       We may collect your email address if you contact us with a question;

·       We may collect your first and last name, date of birth and email address if you choose to participate in a contest or sweepstakes;

·       We may collect your first and last name, postal address and billing information if you make a purchase through our Sites; and

·       We may collect your device ID number when you interact with the Sites using a mobile device.

The above list provides an example of the personal information that may be collected from you on the Sites. If you do not want the INDUSTRY KITCHENS to collect your personal information, please do not provide it to us.

2. Non-Personal Information

“Non-Personal Information” can be technical information or it can be demographic information, such as your age, gender, postcode or other geolocation data, or interests. Non-personal information does NOT identify you personally. Here are some examples of the non-personal information that is collected via the Sites and a description of how this information is used:

·       Internet Protocol (IP) address — Your IP address is a number that lets computers attached to the Internet know where to send you data — such as the web pages you view. We use this information to deliver our web pages to you upon request, to tailor our Sites to the interests of our users and to measure traffic within our Sites.

·       Cookies — INDUSTRY KITCHENS websites use "cookies" to improve functionality and usability. We use this information for planning, tracking and to improve the technical functions of our sites and products. By using our products and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.




Payment, Pricing & Promotions

CREDIT CARD payments made online are usually held in pre-Authorisation & your card is not charged until we're confident that we can meet our obligations to you. If we feel that we can't meet our obligations, you will be notified & the transacted will be cancelled by us. 

PAYMENTS made directly to our bank account may take up to 3 business days to clear. Once these funds are cleared we will process your order. 

PRICING is subject to change without notice. We are able to change the pricing after your order. If we must change the pricing after your order, you will be notified and have the opportunity to cancel your order without penalty to you.

PRICING is represented in AUD and excludes GST unless stated otherwise. GST is added at the checkout, before payment.

PROMOTIONS are subject to change without notice. Some promotions may be sold out. If a promotion is sold out, we may offer you a choice of either a raincheck or a full refund.

CLEARANCE items are usually items that we've ordered too much of or a supplier has got a great deal so we buy up to pass these savings onto you. Occasionally we have demonstration & seconds that are clearly marked, these have a 3-month warranty only. 

IN STOCK GUARANTEE refers to products that we usually carry in our warehouse & our suppliers do the same. They are almost always available immediately without a significant lead-time. 

MATES RATES  After creating a free 'Mates Rates' account & finalising your first order, we'll send you an electronic $50.00 Industry Kitchens gift voucher to be used on the website.






Viewing Orders

We understand that you are keen to track your orders. Generally speaking the delivery dates at the time of order are a good guide. If this date changes, we will try to contact you. If your delivery window is critical, we have specialised delivery services & international air freight available on request.


Updating Account Information

Log in to our online portal and update your account information there, or email us at cs@industrykitchens.com.au If you have any trouble drop us a line at              1800 611 058



CUSTOMER SERVICE

PRIVACY & SECURITY

PAYMENT, PRICING & PROMOTION

ACCOUNT INFORMATION & VIEWING ORDERS