1. Supplementary Delivery Costs: Large or bulky items incur extra delivery charges, which depend on factors like location, size/weight of items, and order value.

2. Kerbside Delivery: Certain items like cooking machines, refrigeration units, flat-pack items, and most furniture products will be delivered only to kerbside locations, meaning they won't be brought into the premises or negotiated through lifts or stairs.

3. Customer Responsibility for Fit and Access: Customers are responsible for ensuring that the products they order can fit through doorways and into their premises. The company doesn't accept responsibility if items don't fit, and any charges resulting from failed deliveries are the customer's responsibility.

4. Unpacking, Positioning, and Assembly: Delivery doesn't include unpacking, positioning, or assembling items. Additional delivery costs might apply for large items that require extra handling.

5. Warehouse Pickup Requirements: Customers picking up items from the warehouse need to confirm box dimensions with the call center beforehand. They also need to ensure they have an appropriate vehicle for safe transport. Warehouse staff can refuse vehicles deemed unfit for transportation. Refrigeration equipment must be transported upright.

6. As a wholesale hospitality supplier, some products are dispatched from third-party suppliers or require inter-warehouse transfers.

   Delays caused by manufacturers, distributors, freight carriers, or supply chain disruptions are outside of Hospitality Connect’s direct control and do not constitute a service failure.

   We kindly ask customers to contact our team at sales@hospitalityconnect.com.au to resolve any delivery or availability concerns before leaving feedback. We are always happy to assist.

7. Customer Responsibility for Collections: Customers arranging their own collections, whether personally or through their own courier, must thoroughly check the order and packaging before departure. Responsibility for the condition of the items transfers from the seller to the customer at this point.

8. Infutile Delivery Fee: Customer will be responsible to pay for any in futile or redelivery fee which is charge by the courier if unable to accept delivery.

9. Large, bulky, or heavy items may incur additional delivery charges. These charges depend on:

   • Delivery location

   • Size and weight of the items

   • Type of truck which is required to Deliver 

     
     

     Freight costs are calculated at checkout, but if your order’s actual freight varies from the flat rate, Hospitality Connect will contact you within 4 working hours after the order is placed to confirm the revised cost via email.

     Freight Guideline:
     A flat $20 rate applies for smallware orders that fit in 1 box approx. 600x400x400mm to most areas in Australia.
     BioPak orders always incur a flat $20 delivery fee per order, regardless of quantity or box size.

      

General Freight Terms For Equipment

• All freight prices are calculated for metro locations only.

• Standard delivery is Monday to Friday, 9:00am–5:00pm (business hours).

• Deliveries outside these hours or on weekends can be arranged, but additional charges may apply.

• All equipment deliveries are kerbside with tailgate delivery as standard.

• Discounted freight may be available if you have a loading dock or forklift on site.

• Delivery timeframes quoted are for metro areas only.

• Regional and remote areas may take longer depending on the exact location.

• During peak periods, small parcels may occasionally be delivered on weekends at the freight company’s discretion.

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Order Processing & Dispatch

We know how important it is for your order to arrive smoothly and on time.

• Our team processes new orders within 2 business days and prepares them for dispatch.

• Deliveries take place Monday to Friday during business hours.

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Estimated Standard Delivery Times (After Courier Pickup)

• 3–5 business days – Melbourne, Sydney, Brisbane

• 3–7 business days – Adelaide, Gold Coast, Wollongong, Newcastle

• 3–5 business days – Perth (when stock ships from WA)

• 5–10 business days – Perth (when stock ships from the East Coast)

• 7–14 business days – Other regions

Please note: Delivery timeframes are estimates only and depend on carrier availability and workload.
During busier periods, please allow up to 5 extra business days.

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Delivery Service & Conditions

Standard Delivery (Kerbside)

• Dropped at kerbside, front door, loading bay or storefront

• Completed by a single driver

• No set date or time window is guaranteed

• Someone must be available to sign for the delivery

• Redelivery fees may apply if the driver cannot complete delivery

Premium Delivery (In-Store) – By Quote

For customers who need more than kerbside delivery:

• Delivered inside your premises by a two-person team

• Includes final positioning of the equipment

• Optional add-ons (by quote):

  • Removal and disposal of packaging

  • Removal and disposal of old units

  • Scheduled delivery times

  • Special arrangements for stairs, shopping centres or heavy lifts

A special quote is required for Premium Delivery and any complex access conditions.

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Carriers & Delivery Contact

We work with trusted freight partners such as TNT, StarTrack, Cope Sensitive Freight, AirRoad and others.

• Couriers are instructed to call prior to delivery and will do so where possible.

• Calls are not guaranteed and depend on the individual driver and carrier process.

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Multiple Items & Split Shipments

Orders containing multiple products or multiple brands may:

• Be shipped in separate parcels,

• Travel with different carriers, and

• Arrive at different times, depending on carrier routing and stock location.

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Tracking & Order Updates

Due to system limitations, not all tracking numbers may appear on your order page.

• If you require all tracking details, simply reply to your order email and we’ll send them to you within 1–2 business days.

• We will help monitor freight progress and work with our carriers to ensure everything arrives safely.

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Free Delivery Promotions

From time to time, we offer free delivery promotions on selected products and to selected suburbs—typically Melbourne, Sydney and Brisbane metro.

• Outer metro areas and Perth may also qualify when stock is held locally in those regions.

• Please use the Delivery Estimator on each product page to check eligibility for your suburb.

• If you call us, we’ll confirm delivery costs using the same tool before finalising your order.

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Important Delivery Checklist

To protect your order and ensure fast resolution of any issues:

1. Deliveries are kerbside unless arranged otherwise in advance.

2. Inspect all items on arrival before signing the delivery docket.

3. Reject any goods with visible damage and note this with the driver.

4. Report any transit damage within 24 hours of delivery.

5. Keep all original packaging for at least one week in case of returns or warranty claims.

Hospitality Connect 

7/20 Hickeys Road Penrith NSW 2750