Shipping policy

SHIPPING POLICY

Last updated: 07/26

At Panelhaus, we want your order to arrive safely, on time and exactly as expected. Here's everything you need to know before you order.

1. Delivery Areas

  • Metro - NSW
  • Regional - ACT

We do not currently ship internationally. All orders must be delivered to an Australian address.

2. Shipping Rates

We charge a simple flat rate for shipping regardless of your order size or location.

NSW - Standard Delivery - $350 (Flat rate across NSW)

ACT - Standard Delivery - $440 (Flat rate across ACT)

Rest of Australia - Freight Quote Required (No automatic shipping. Customer requests a freight quote before final delivery cost is confirmed.)

All shipping prices are inclusive of GST.

    For orders outside of these areas please contact us directly at inquiries@panelhausco.com for a custom freight quote.

    3. Order Processing

    • Orders are processed Monday to Friday excluding Australian public holidays
    • Orders placed before 12:00pm AEST on a business day will be processed that day
    • Orders placed after 12:00pm AEST or on a weekend or public holiday will be processed the next business day
    • You will receive an order confirmation email immediately after placing your order and a shipping confirmation email with tracking details once dispatched

    4. Delivery Timeframes

    Estimated delivery timeframes from date of dispatch:

    Metro (NSW):

    • Standard delivery: 5 - 8 business days

    Regional (ACT):

    • Standard delivery: 5 - 8 business days

    Delivery timeframes are estimates only and are not guaranteed. Panelhaus is not liable for delays caused by third party carriers, weather events, natural disasters, peak delivery periods, or any other circumstances outside our reasonable control.

    If your order has not arrived within the estimated timeframe please contact us at inquiries@panelhausco.com and we will investigate on your behalf.

    5. Large and Bulky Items

    Wall panels and cladding are large, heavy items. Please be aware of the following before placing your order:

    • Panels are delivered via freight carrier to your kerb or ground floor only - carriers are unable to carry panels up stairs or into rooms
    • Someone must be present at the delivery address to receive and sign for your order
    • If no one is available to receive your delivery a redelivery fee may apply
    • For large orders a forklift or appropriate unloading equipment may be required - please ensure this is available if needed
    • Please ensure there is adequate access at your delivery address for a freight vehicle

    If you have specific delivery requirements or access restrictions please contact us before placing your order at inquiries@panelhausco.com.

    6. Tracking Your Order

    Once your order has been dispatched you will receive a shipping confirmation email with your tracking number and a link to monitor your delivery directly with the carrier.

    If you have not received tracking information within 2 business days of placing your order please contact us at inquiries@panelhausco.com.

    7. Inspection on Delivery

    Please inspect your order immediately upon delivery and check that:

    • The correct number of panels has been delivered
    • All panels are free from damage
    • The product matches your order confirmation

    Any damage, shortage, or discrepancy must be reported to us within 48 hours of delivery by emailing inquiries@panelhausco.com with:

    • Your order number
    • A description of the issue
    • Clear photographs of the damaged or incorrect items
    • Clear photographs of the packaging

    Failure to report damage or discrepancies within 48 hours of delivery may affect your eligibility for a replacement or refund. We recommend noting any visible damage on the carrier's delivery receipt at the time of delivery.

    8. Risk and Title

    Risk of loss and title for all products passes to you upon delivery to your nominated delivery address. Once delivery has been completed Panelhaus is not responsible for any loss, theft, or damage to products.

    9. Failed Deliveries

    If a delivery attempt is unsuccessful:

    • The carrier will leave a card with instructions for redelivery or collection
    • A redelivery fee may be charged by the carrier and passed on to you
    • If your order is returned to us due to failed delivery we will contact you to arrange redelivery at your cost
    • If redelivery is not arranged within 14 days we reserve the right to charge a storage fee or cancel your order

    10. Incorrect Delivery Address

    It is your responsibility to ensure your delivery address is correct at the time of placing your order. If you need to make a change please contact us immediately at inquiries@panelhausco.com.

    • If your order has not yet been dispatched we will do our best to update your address at no charge
    • If your order has already been dispatched we cannot guarantee the address can be changed and any redirection costs will be passed on to you
    • Panelhaus is not responsible for orders delivered to an incorrect address provided by the customer

    11. Bulk and Commercial Orders

    For orders of 51 or more panels or for commercial and trade enquiries please contact us before placing your order to discuss custom freight pricing, delivery scheduling, and volume options.

    Contact us at inquiries@panelhausco.com.

    12. Australian Consumer Law

    Nothing in this Shipping Policy excludes or limits your rights under the Australian Consumer Law. If a product arrives damaged or defective you are entitled to a remedy under the Australian Consumer Law regardless of the terms of this policy.

    13. Contact Us

    For all shipping related enquiries: