Shipping policy

Effective Date: 01-11-2025

Last Updated: 01-11-2025

This Shipping Policy outlines how Soal Power ("we", "our", or "us") manages the delivery of orders placed through our online store at https://soalpower.com.au. By placing an order, you agree to the terms set out in this policy in conjunction with our Terms of Service.

1. Delivery Coverage

Soal Power delivers products across Australia, including regional, remote, and hard-to-access areas. We work with a range of reputable freight and courier partners to ensure safe and reliable delivery to residential, commercial, industrial, and site addresses nationwide.

Some remote or restricted-access locations may not be serviced by all carriers. In these cases, we may arrange delivery to the nearest available freight depot or propose an alternative solution prior to dispatch.

2. Delivery Timeframes

Estimated delivery times are displayed during checkout and provided as a guide only. Delivery timeframes may vary depending on your location, order size, freight method, and carrier network capacity. Soal Power cannot guarantee specific delivery dates or times.

Orders are generally dispatched within 1–3 business days of payment confirmation. Custom or bulk orders may require additional processing time, and customers will be notified accordingly.

3. Heavy and Oversized Goods

Many of our products, including generators and power equipment, are classified as heavy or oversized freight. These items may require special handling such as palletisation, forklift unloading, or mechanical assistance at the delivery location.

If your site does not have suitable unloading equipment (such as a forklift or crane), tailgate delivery may be available for an additional fee (see Section 5). Tailgate unloading is suitable only where the total order weight can be broken into lifts of up to 2 tonnes each.

If the freight cannot be safely unloaded using a tailgate (for example, due to total weight, access limitations, or equipment constraints), Soal Power can arrange alternative delivery methods such as HIAB, crane truck, tilt tray or similar specialised services, which will be quoted on application. Where specialised unloading is not feasible, delivery may be redirected to the nearest freight depot for customer collection.

4. Delivery Conditions

Customers must provide accurate delivery details, including full address, access instructions, and contact information. Orders cannot be delivered to PO Boxes or parcel lockers for heavy or oversized items.

If delivery cannot be completed due to inaccurate information, unsafe site conditions, or lack of access, redelivery or return charges may apply. In some cases, orders may be held at a local freight depot for customer collection.

Futile collection or delivery, including where access is not available at the agreed time or where the customer is unable to safely unload the goods (including where required unloading equipment is not available or the tailgate add-on was not selected), will incur a $75 surcharge. In these cases, the freight will be returned to the nearest depot and a redelivery fee will apply.

5. Shipping Costs

Shipping costs are calculated at checkout based on weight, dimensions, and delivery location. Certain bulky or remote deliveries may incur additional surcharges or manual freight quotations. We will contact you prior to dispatch if any adjustments are required.

Special transport arrangements (including but not limited to container movements, tilt tray, HIAB and express freight services) will be priced on application and may be quoted separately to standard shipping charges.

Tailgate deliveries will incur an additional $150 fee for up to four (4) lifts, with an extra $50 per lift thereafter. Tailgate lift calculations are based on the total weight of the order, with each lift accommodating up to 2 tonnes (2,000 kg) of goods. Where tailgate unloading is required, you must add the relevant tailgate delivery option to your cart at checkout. Our website may recommend tailgate delivery based on your order and location, but it remains your responsibility to ensure this option is selected where needed.

From time to time, promotional free shipping offers may apply. Such offers will be clearly stated on our website and subject to the conditions of the promotion.

6. Risk and Title

Ownership and risk of loss or damage to goods pass to the customer upon delivery to the nominated address, or upon collection from a freight depot or carrier. Soal Power is not responsible for any loss, damage, or delay once the goods have been delivered or collected by the carrier.

If goods are received damaged, you must notify us within 48 hours of delivery with photographs and a description of the damage so we can initiate a claim with the freight provider.

7. Delivery Delays and Force Majeure

We are not liable for delivery delays caused by carrier disruptions, natural disasters, weather events, industrial action, border restrictions, or any other factors beyond our reasonable control. Where possible, we will communicate known delays and work with you to resolve them promptly.

8. Order Tracking

Once your order has been dispatched, tracking information will be emailed to you. Tracking links may take up to 24 hours to activate after shipment. For orders sent via freight networks without live tracking, our team will provide status updates upon request.

9. Missed Deliveries

If no one is available to receive the delivery at the time of arrival, a calling card may be left, or the goods may be taken to a local depot for collection. It is your responsibility to arrange redelivery or pickup within the carrier’s holding period. Additional fees may apply if the goods are returned to us due to non-collection.

10. International Shipping

At this time, Soal Power only delivers within Australia. We do not currently offer international shipping or export services.

11. Contact Us

For any questions or concerns about shipping, delivery times, or access requirements, please contact our customer service team at:

Email: info@soalpower.com.au

Website: https://soalpower.com.au

We recommend contacting us prior to purchase for clarification if your delivery location is remote or has restricted access.