Delivery Information

KOVE Designs Australia supplies saunas, ice baths and recovery equipment throughout Australia. Free shipping is available within Melbourne metro only.

Delivery arrangements vary according to the product, its size and the destination. The estimated dispatch or delivery timeframe shown on the applicable product page should be reviewed before ordering.

Dispatch Times

Products identified as eligible for next-business-day dispatch must be ordered and paid for before 3:00 pm on a Victorian business day.

Orders placed after 3:00 pm, on weekends or on Victorian public holidays will normally be processed on the following business day.

Next-business-day dispatch means that the order is expected to leave our warehouse on the next business day. It does not mean that delivery is guaranteed on the following day.

Delivery time after dispatch depends on:

• The delivery address

• Product size and weight

• Carrier availability

• Whether palletised or specialist freight is required

• Regional or remote-area transport schedules

Products that are made to order, on backorder or subject to an extended lead time will have their estimated timeframe displayed on the product page or confirmed with the customer.

Kerbside Delivery

Unless another service has been expressly arranged, large and palletised products are delivered on a kerbside-only basis.

The carrier will deliver the product to the nearest safe and reasonably accessible external location, such as a driveway, loading area or kerb.

Drivers do not ordinarily:

• Carry products inside a home or commercial premises

• Unpack products or remove packaging

• Position products

• Assemble or install products

• Remove an existing product

The customer is responsible for ensuring that:

• The delivery vehicle can safely access the property

• Gates, driveways and access points are suitable

• Doorways, corridors and turns can accommodate the product

• Suitable people or lifting equipment are available to move the product

• Any required body-corporate or site access approval has been obtained

Please contact us before ordering if you are uncertain about access or unloading requirements.

Heavy and Palletised Products

Saunas, chillers, ice baths and other wellness equipment can be large and heavy.

Depending on the product and delivery vehicle, a forklift, tail-lift service or suitable unloading assistance may be required. Where a specialised delivery service is available, additional charges may apply.

Do not attempt to lift or move a heavy product without adequate people, equipment and appropriate safety precautions.

Delivery Timeframes

We take reasonable steps to meet the estimated timeframes shown on our website or provided with an order.

Unless expressly agreed otherwise, dispatch and delivery dates are estimates rather than guaranteed appointments. Delays may occasionally occur because of:

• Carrier congestion

• Traffic or road closures

• Severe weather

• Public holidays

• Regional freight schedules

• Incorrect or incomplete delivery information

• Events outside our reasonable control

We will provide available tracking or delivery information once an order has been dispatched.

Estimated transit times

From the date of dispatch, in business days:

• Melbourne and suburbs — 1 to 3
• Sydney and Adelaide — 3 to 5
• Brisbane — 4 to 7
• Perth — 6 to 10
• Rural and regional — 3 to 10

Delivery Appointments

Standard freight deliveries generally occur Monday to Friday during business hours.

Free or included freight is normally provided as an all-day delivery window. A specific arrival time is not guaranteed.

Where offered by the carrier, the following services may be available for an additional charge:

• Tail-lift delivery

• Morning or afternoon delivery windows

• Timed delivery

• Weekend delivery

• Assisted or specialised delivery

Availability varies according to the product, carrier and destination.

If No One Is Available

The first delivery attempt is included where an order qualifies for free or included delivery.

If delivery cannot be completed because:

• No authorised person is available

• The delivery address is incorrect

• Access is unsafe or inadequate

• Required unloading assistance is unavailable

• The carrier cannot contact the recipient

a reasonable redelivery, redirection or storage charge may apply.

Drivers may call before arrival where possible, but a telephone call cannot be guaranteed. Customers should monitor tracking information and ensure someone is available throughout the advised delivery window.

Checking Your Delivery

Please inspect the exterior of the product and packaging when it arrives.

Where practical:

• Check the number of packages received

• Look for visible damage

• Record damage on the delivery documentation

• Take clear photographs of the packaging and product

• Retain the packaging until the product has been inspected and tested

Please report visible damage to KOVE Designs Australia as soon as possible, preferably within 24 hours after delivery.

Prompt reporting helps us investigate the matter with the carrier. Reporting damage outside this requested period does not remove any rights or remedies available under the Australian Consumer Law.

Do not arrange repairs or dispose of damaged Goods or packaging before contacting us unless doing so is reasonably necessary for safety.

Installation

Unless expressly stated otherwise on the product page or quotation, installation is not included in the purchase price.

Many KOVE products are supplied as pre-cut or panel-based kits. Assembly requirements vary considerably between products. Customers should review the applicable installation manual before arranging delivery or installation.

Depending on the product, installation may require:

• More than one competent person

• Appropriate lifting and assembly equipment

• A level and prepared base

• Weatherproofing or site preparation

• Electrical, plumbing or drainage work

• A licensed electrician, plumber or other appropriately qualified tradesperson

Any fixed electrical, plumbing or other regulated work must be completed by a suitably licensed Australian tradesperson in accordance with applicable laws, standards and manufacturer instructions.

Estimated installation times are guides only. Actual time depends on the product, site, access, installer experience and work required.

Damage or failure caused by incorrect or non-compliant installation may not be covered by KOVE’s voluntary manufacturer’s warranty. This does not exclude, restrict or modify rights available under the Australian Consumer Law.

Regional, Remote and Offshore Deliveries

Standard delivery pricing may not apply to:

• Tasmania

• Australian islands

• Remote or regional locations

• Locations requiring barge or specialist transport

• Properties with restricted or difficult access

Please contact us for a delivery quotation if your location falls within one of these categories.

KOVE Designs Australia does not currently advertise standard delivery to European or other international destinations. Any international supply must be separately reviewed and agreed in writing before an order is accepted.

Contact KOVE Designs Australia

For delivery costs, product lead times or access requirements, contact:

KOVE Designs Australia
42 Frankston Gardens Drive
Carrum Downs VIC 3201
Australia

Email: [email protected]
Telephone: (03) 9070 5596