Shipping times
Please allow 1-4 business days for our warehouse to pick & pack your order. Once the courier collects your order, delivery is generally 7-10 business days (from the collection date) anywhere in Australia.
Please feel free to contact us for further information regarding this.
We send all poles and sets using a door to door courier service.
To ensure full accountability from the delivery service. For this reason we can not send to PO Boxes. Please ensure you list a street address for shipping, otherwise your order will be delayed while we contact you for correct shipping details.
Because we use a third party to deliver the goods, we are unable to call upon approach or give you an exact delivery date. Unless otherwise notified, the courier requires a signature upon delivery. If you are unsure if you will be home when the item is delivered, consider getting your parcel delivered to work, all of our items are sent in plain, unmarked packaging.
Otherwise, if you feel confident in leaving the parcel unattended during the day, you can give 'Authority To Leave' by letting us know in the 'Notes to Seller' when you go through checkout. Please know this is at your own risk. If you choose ATL and your neighbour nicks your order, it will not be covered on insurance.
Please include any other details such as if there is a specific place you want the parcel to be left - ie 'Front porch' or 'Around the Side'. Again: please note that giving an authority to leave means that the pole is no longer covered under the delivery insurance once it has been left at your door.
*Please be aware that these delivery times are approximate only. Particularly during the COVID-19 crisis we CANNOT guarantee delivery any sooner than 7-10days from courier collection (not the time of your order)
Please take into consideration unforeseen or unplanned circumstances that may be out of our control Eg. warehouse delays, LGA or state border lockdowns, courier pick-up delays, roads & traffic, high volume of orders to dispatch from a presale event etc.
Ours staff work so hard (especially in our warehouse) to ensure your order is treated with care & is dispatched as quickly as humanly possible. Items are bulky so handling with care can mean it takes longer to physically pick & dispatch.
**TRACKING**
Once your order has shipped you will be sent an email that includes your tracking number. If you have misplaced this email, you can log-in to your account at anytime and look up your shipping info here. Go to 'Manage My Account', then click on 'View Order Status' - this will bring up a listing of all of your recent orders made with us. Locate the order in question, then click on 'View Order Details' over on the right hand side of the page to bring up a detailed listing of that order including tracking details at the bottom of the order. The 'Tracking Link' listed here is your tracking number.
If you can't find tracking or if you checked out as a guest, please email sales@x-pole.com.au with your order number & Tracking in the subject line.
SHIPPING CHARGES will be indicated at the time of order. We often get asked why the shipping charges on an X-Stage is so high - if you look at the product information you can see that the total weight for the X-Stage is either 80kg or 90 kgs including base and insert pole depending on whether you order the Lite or Podium. The total combined weight of all 4 boxes for the X-Stage is why this product costs so much to ship out.
SYDNEY CUSTOMERS MAY SELECT 'PICK UP AT WAREHOUSE'
To save on shipping fees, you may select "PICKUP - Click & Collect - Sydney Milperra NSW - warehouse by arrangement - Mon-Fri: $0.01" at checkout.
Once you have ordered, please contact us via email at sales@x-pole.com.au or PH call or text at 0411 344 218 with your Order # to request your Collection Code.
Once your order is ready for collection, we will provide you with your code and the Milperra NSW address.
You may then collect Mon - Fri between 9am - 4pm, once the order is available and confirmed by X-Pole Staff.
We apologies, as weekend collections are unavailable via our third-party warehouse due to business hours.
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Thank you for your understanding
X-POLE TEAM