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Call us for fast orders & service 1300 767 146

Shipping & Returns

Delivery Information

When ordering commercial equipment, please remember the following 7 main points to ensure a smooth delivery:

  1. How long will it take for delivery?

    Deliveries take place Monday - Friday during normal business hours, excluding public holidays

    Please allow 24-48 hours (M-F) for us to process your order with manufacturers and have your items dispatched.

    Once dispatched with the courier, allow for:

    • 2-3 business days for metro Melbourne, Sydney and Brisbane
    • 3-5 business days for Adelaide, Gold Coast, Wollongong and Newcastle
    • 5-10 business days for Perth
    • 7-14 business days for all other regions                                                                                                                                         
  2. How will I know when delivery will be?

    We request couriers for every order to contact you 24 hours before delivery as well as 1 hour before when the driver is on his way to your premises. Large item deliveries such as fridges will never be delivered without prior contact between you and the courier because the they do not want to turn up at your premises to find no one there to accept the delivery.

    Small item deliveries sent with StarTrack will not contact you prior. This is the same as any other delivery using the Australia Post/StarTrack Network

  3. Delivery Dates are Not Guaranteed. All orders are delivered using a network of third-party couriers. 

    In order to keep your delivery costs down, we dispatch 99.9% of orders through our supplier to leverage their favourable delivery rates. Deliveries are subject to the specific courier's schedules. For this reason, if you want to get a more accurate estimated time of arrival for your order, we ask that you contact the courier directly once we have provided the tracking number.

  4. Which Couriers do we use?

    For most large item deliveries, our suppliers use Cope Sensitive Freight (cope.com.au)

    For many small item deliveries, StarTrack is used

    Depending on the product size, brand and your location, other couriers may be used such as Toll, TNT, AirRoad, Northline, Capital Transport TSS Freight or others

    We will send you the tracking information as soon as we receive it from our supplier, once they have distpatched your order

  5. Please check all product dimensions before ordering.

    Don't assume an item will fit simply because the old one did.

    Check both the item dimensions and the packed dimensions to ensure it will fit in your desired location.

    It sounds obvious, but if we had a dollar for every time a fridge didn't fit through the door.  We'd be at least $50 wealthier this year!

  6. Standard Deliveries do not include the removal of old units or packaging materials. This can be arranged for a fee. Please contact us to discuss

  7. Standard (kerbside) Deliveries are made to the outside of your premises or a loading bay only.

    • Not inside the building and certainly not up to level 10 on the far side of the counter.

    • If you require anything other than a standard drop off to your front door or loading bay, contact us.

    • We won't sting you and we will find a delivery solution.

    • If you are ordering one or more large pieces of equipment, we strongly recommend that you let us arrange a private courier to deliver everything in one go. 

    • Standard deliveries are cheap for a reason, they will not confirm an exact date or time of arrival and expect you to be there from 9am - 5pm. Even though we always instruct the courier to call you an hour before delivery, we all prefer certainty and this is achieved by using private drivers.

  8. As soon as you receive your goods, please inspect for any damages which may have happened while in transit

    We have a 24 hour window to make a freight warranty claim. Don't say we didn't warn you.

    • Our deliveries are insured but couriers are very strict and inflexible when claims are made outside of their policy window

    • Our warehouse teams check every single order before they are loaded onto the truck

    • Although it's rare, sometimes items move around in transit and inside courier depos and damages can occur

    • We rely on you, as the receiver to check goods and document any damages

    • If there is obvious, significant damage like a gaping hole through the box as well as your product inside of it, reject the delivery

    • If the box looks good on the outside, please open it and check the item within 24 hours and let us know if there is any transit damage

  9. Do not dispose of the packaging, Please!

    In case of a return request, our suppliers will not accept any items back if there is no packaging or if the packaging has been damaged. Please check the items within 24 hours of delivery to ensure no damages have occurred in transit.

    All returns must be unopened and unused, in all original packaging.

  10. A Re-delivery fee or Re-stocking fee may apply, usually if you change your mind

    We never like to charge these fees and the only time we will is when we get charged by our suppliers or couriers.

    It's common sense stuff:

    • If the couriers have to make multiple attempts to deliver your goods because no one is there to receive them, there will be a fee.

    • If you forget to tell us about those 7 stairs leading down to the kitchen then demand the courier to take it down anyway, there will be a fee.

    • If you refuse to pay extra for those extra stairs and the courier is forced to take the goods back to the warehouse, there will be a fee.

    • If you change your mind about an order after it's left the warehouse and we have to stop it mid delivery and send it back, there will be a fee. 

    • If you return equipment and it is found to be not faulty, there will be a fee.

    • Restocking fees will be charged for Premium Deliveries if equipment is not able to be delivered to the receiver's location at the scheduled time of delivery

Additional Delivery FAQ's

Ensure your large item will fit into your premises:

  1. Will the item(s) go around corners?

  2. Will the item(s) fit through the doors to its final position?

  3. If you plan on taking the item(s) up stairs or in a lift (elevator), please make sure you have checked all clearances and especially the item's weight.

  4. We cannot accept a return because you didn't measure a doorway or clearance accurately. This counts as a change of mind.

delivery information with diagrams about moving large equipment

What delivery options are available?

Delivery options include standard kerbside or Premium In-Store. Standard kerbside delivery service is done by a single driver who will bring your item(s) to the door only and NOT inside the premises. Standard deliveries for most equipment is done by Cope Sensitive Freight. Sometimes Air Road and sometimes other couriers. Standard deliveries are cheaper because they offer a minimal service. They will deliver to your door some time between 9am - 5pm and within the next 2-3 business days. They will not give us a more specific time frame than that, unfortunately.

Premium In-Store delivery service is done by a two-man team who will bring your item(s) inside your premises and place them in the the final positions. They can also remove all packaging if required, however charge a fee for this. When delivering to shopping centres, plazas, busy terminals or stations, hospitals or building large sites, standard delivery will be to the loading bay only. If you require your equipment on a specific day, at a specific time and will not be able to be on-site all day waiting for the courier, please talk to us about premium In-Store delivery. It's not much more expensive than standard delivery and gives you peace of mind about receiving your order when you want it.

For items 25kg and under, we recommend standard delivery. For larger items such as cooking equipment and commercial refrigeration, please consider if you will require professional assistance to move the items into their final positions.

The premium In-Store delivery service is completed by a separate courier service to the standard delivery and therefore must be arranged prior to your item(s) being dispatched from their warehouses.

If you order the regular delivery service then decide to upgrade to the premium service, you will be charged in full for both services. Premium deliveries cannot be downgraded to standard deliveries.  Please discuss with our friendly staff so that we can provide the courier with all the necessary information to best deliver your order where and how you want it

How much does shipping cost?

To calculate standard delivery costs, please navigate to your desired product page on our website.

To calculate premium In-Store delivery costs, please contact us via sales@nke.com.au

Shipping costs are calculated based on the delivery service, weight and volume of the total order and the delivery destination.

Please note that for international addresses or those that require barge or off-mainland access, such as islands, there will be extra costs not shown at checkout.

Where can we deliver to?

We deliver all our products Australia-wide. We can also arrange any and all products to be delivered anywhere in the world. If you are outside of Australia and would like to place an order, please contact us 1300 767 146 or sales@nke.com.au.

Please note that our couriers do not deliver products to PO BOXES, so please ensure you give your full delivery address at checkout.

When will my order be shipped?

Most products are usually shipped within 24 - 48 hours of receiving payment, and will be conveniently delivered to your home or shop front. If the products are not available for immediate shipping, we will contact you to advise and provide alternative solutions.

Sometimes products are sourced from interstate or international warehouses and may take up to 10 business days to dispatch. If there is a delay with a product you have ordered, we will contact you to advise.

There are, on very rare occasions, unexpected delays to the dispatch date shown on the invoice, and in such cases, we will notify you and update the shipping date shown on the product page accordingly.

What if there is more than one product on my order?

Please check the dispatch date shown on your invoice for each product, to check the dispatch dates for each one. As mentioned above, sometimes products are sourced from interstate or international warehouses and may take up to 10 business days to dispatch

If all products are in stock and marked as "In stock, usually dispatches within 1-2 days", all your products will be sent in the same delivery. Otherwise, each product will be dispatched within the time-frame or future presale date shown on the invoice.

If you have special delivery requirements or would like to delay delivery of some or all products, please contact us at sales@nke.com.au to or leave a comment in the comments field at checkout, and we will contact you. There may be some extra costs for some special delivery requirements.

How will my order be delivered?

We use couriers that are reliable, convenient and cost-effective, including Auspost, Toll, TNT, SeaRoad, Couriers Please and Cope Sensitive Freight. We are confident that we offer the best value shipping rates in Australia.

Our couriers offer a door-to-door service, so please ensure that there will be someone available at the nominated delivery address to sign for your items and receive the delivery. If there is no one to sign for the items upon delivery or if you refuse to sign for any reason, you will be charged a re-delivery fee.

The standard service our couriers provide is knows as 'Kerbside Delivery' and takes the products to your front door only. It does not include taking the items inside, upstairs or in lifts, placement or removal of packaging.

** OVERSIZE ITEMS: Drivers will need assistance to carry items from the vehicle to the ground floor door of your home or building for any items designated as oversize (over 25kgs per box), as per OH&S requirements. To find out if your items are oversize, please see the Overview & Specifications section on the product page. For delivery addresses that have limited access or are not on the ground floor, we suggest getting the help of family, friends or neighbours to assist bringing your items inside. If no one is available to assist the driver, please contact us at sales@restaurantequipment.com.au and we will be happy to advise if an assisted delivery could be arranged for your order at an extra cost.

For premium services that include a two-man delivery service, carrying and placement inside, and/or assembly, please contact us for a quote in advance of ordering.

Do I have to be at work or home to receive my order?

Yes. Generally suppliers and couriers will not leave items at your front door or unattended. There have been too many instances of lost and stolen orders and as a result, authority to leave is simply not available. We understand that this is inconvenient for some however 99% of our customers are small and medium businesses which accept deliveries during regular business hours. In the future, deliveries will be available to Australia Post Parcel Lockers so if you have not yet created a free Parcel Locker account with Australia Post, it's a good idea to do so now. 

For smaller items that are sent with Australia Post or Star Track, if you are not available to accept delivery, the driver will leave a card at your premises and your order will be taken to the nearest Auspost centre for you to collect. Australia Post will also not be able to change any delivery information, including the delivery address or add an Authority to Leave, once the item has been dispatched.

What happens if I change my order before it is delivered?

Our suppliers generally charge a ‘restocking-fee’ for orders that are changed after being shipped. This restocking fee is 25% of the total order value (not including original and return shipping charges) and will be charged to you, the customer. If no restocking fee is charged by the supplier, we will not charge you.

How do I track my order?

Suppliers unfortunately do not automatically provide us with courier's tracking information, although this can be provided on request. For this and any other queries relating to tracking, please email sales@nke.com.au

What happens if my order is lost or damaged in transit?

While we use the best carriers in Australia, on very rare occasions, products can be lost or damaged in transit.

If the carrier advises you that an order is lost in transit, please contact us at sales@nke.com.au for assistance.

If your item arrives damaged, please contact us immediately at sales@nke.com.au and we will assess the damage in accordance with our delivery and warranty policies.

If is your responsibility to check your item for any damage before accepting delivery from the courier. Once the item has been accepted we cannot take responsibility for any damages they may have occurred during transport.

If there is visible damage to an item when it is delivered, DO NOT ACCEPT IT!

If you wish to make a warranty claim based on damages in transit, please do not use the item or damage/discard the packaging. We will not be able to offer refunds or exchanges on items that have been used or that no longer have their original, undamaged packaging.

Can my order be delivered on the same day I purchase it?

Yes - Depending on your location and the time of your purchase, NKE can arrange for same day delivery. If you require an item urgently, it’s best to call us directly to get everything arranged 1300 767 146. Please note that there will be an additional fee for this service.

Commercial Orders

For large commercial or bulk orders with special delivery requirements, or if you would like to arrange for delivery by your own carrier, please contact us at sales@nke.com.au.

Can items be picked up?

Yes products can be picked up however please take note of the following:

  1. NKE is primarily an online business with a showroom in Annerley and showroom in Burleigh on the Gold Coast. Therefore collections from one of our showrooms MUST be pre-arranged so that we can get your order ready.

  2. After your order is placed, we need to arrange the collection with our suppliers and their warehouses. This takes time. Please do not go to a supplier's warehouse before we have provided a collection number and a collection window or else you will not be able to collect your items.
  3. You must check the 'package dimensions' of the product(s) purchased to ensure they will fit in or on your vehicle.

  4. Any damages which occur in transportation (by You) such as refrigeration gas leaks and/or breakages are not covered under the standard warranty and the subsequent repair costs will not be borne by NKE.

The prices on the website are for purchase online, prices may be different in store. 

We ship by road express within 48 hours of purchase which can take  1 ~ 10 days to arrive to you, depending on your location. 

Returns under warranty are to be sent to National Kitchen Equipment 2/74 Township Drive Burleigh QLD 4220 at the senders cost unless otherwise stated. 

Refunds for change of mind or you made an incorrect purchase incurs a 20% restocking fee of the total purchase price of the item.

WARRANTY

All products come with a minimum of One Year Limited Warranty unless otherwise stated. 

You must contact our company for any warranty issues and not engage your own repairer without discussing with our company first.

The fastest way to start a warranty claim is fill in the online form at https://www.nationalkitchenequipment.com.au/warranty-requests 

National Kitchen Equipment ("National Kitchen Equipment") warrants only to the original purchaser of this product from an National Kitchen Equipment – authorised reseller or distributor that this product will be free from defects in material and workmanship under normal use and service for one year after date of purchase. 

National Kitchen Equipment reserves the right, before having any obligation under this limited warranty, to inspect the damaged National Kitchen Equipment product, and all costs of shipping the National Kitchen Equipment product to National Kitchen Equipment for inspection shall be borne solely by the purchaser. In order to recover under this limited warranty, Purchaser must make claim to National Kitchen Equipment within 30 days of occurrence, and must present acceptable proof of original ownership (such as original receipt) for the product. 

National Kitchen Equipment at its option, shall repair, replace or refund the defective product covered by this warranty in the first 30 Days of purchase only. If a refund is given it will be returned by the same method of payment only.

National Kitchen Equipment will replace parts only for the remaining 11 months. Please retain the dated sales receipt as evidence of the original purchaser's date of purchase. You will need it for any warranty service. In order to keep this limited warranty in effect, the product must have been handled and used as prescribed in the instructions accompanying this warranty. This limited warranty does not cover any damage due to accident, misuse, abuse or negligence. This limited warranty does not cover consumables such as seals, blades, bulbs, heating elements and the like. This limited warranty is valid only if the product is used with the equipment specified on the product box. Please check product box for details or call National Kitchen Equipment technical support. This limited warranty is non-transferable and does not apply to any purchaser who bought the product from a reseller or distributor not authorised by National Kitchen Equipment, including but not limited to purchases from internet auction sites. 

Contact National Kitchen Equipment at www.nke.com.au or at the technical support number 1300 767146. 

LIMITATION OF LIABILITY REPAIR OR REPLACEMENT OF THIS PRODUCT ON RETURN TO US WITHIN 12 MONTHS OR PARTS ONLY IF NOT RETURNED TO US, AS PROVIDED HEREIN, IS YOUR EXCLUSIVE REMEDY. 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We do not cover travel time by technicians. eg. remote areas.

Unless authorised by a National Kitchen Equipment representative we do not cover repairs before or after normal business hours *, weekend repairs or public holiday repairs. 

To avoid needless service and undue inconvenience, please check the following points before you lodge a warranty request:

Instructions

It is essential that you carefully read supplied instructions.  This will ensure that any of the problems you encounter are not caused by misreading or incorrectly following directions.

Note: A charge will be made for a service-person's visit if found that a machine is functioning correctly.  This charge will also apply during warranty periods.

Power

Make sure the power cord or plug has not been damaged. Is power available at the power point? Check by connecting another appliance, such as a lamp or other products that you know are working, to the power point.

Overheating

Some appliances have built in over-temperature cut-out switches for protection. Ensure that you let the unit cool down before depressing the reset switch.

Refrigeration

Refrigerator and freezer units of all types must have condenser filters cleaned regularly. Check that they are clean before lodging a service request.

* Normal business hours are 8.30 am until 5 pm Monday to Friday.