This policy applies to all MAD Design brands, including EcoSmart Fire, Blinde Design, Heatscope and e-NRG.

MAD Design Australia Pty Ltd is committed to providing exceptional customer service throughout your MAD Design journey. This policy explains how shipping, delivery, lead times, delivery access requirements, split shipments, additional delivery charges and delivery-related issues are handled for consumer orders placed for delivery within Australia.

This policy applies to consumers purchasing for personal, domestic or household use in Australia and applies alongside our Website Terms & Conditions, Privacy Policy, Cookie Policy and Return and Exchange Policy.

If you purchase goods in the course of your trade, business or profession, separate B2B Terms of Sale and B2B Portal Terms may apply to those purchases.

1. Delivery information you must provide

To help avoid delay or failed delivery, please provide complete and accurate delivery information when placing your order.

You should tell us before or at the time of ordering if the delivery location has any special access conditions or delivery limitations, including:

  • narrow roads;
  • dirt, gravel or unsealed roads;
  • steep hills, driveways or ramps;
  • limited-access or weight-restricted roads;
  • gates, security checkpoints or restricted entry;
  • apartment, building or site access limitations;
  • unloading restrictions; or
  • any other circumstance that may affect safe or practical delivery.

If you do not provide information about known delivery restrictions in advance, additional charges, delays or failed delivery attempts may result. Where extra cost is incurred due to undisclosed or unusual access requirements, we may charge the reasonable additional delivery cost before delivery is completed.

2. Delivery area and shipping origin

Our products ship from our Australian warehouse network. Product status and expected lead time for dispatch may vary by item and are generally indicated on the relevant product page.

Delivery addresses must be within Australia and within the areas we service. The delivery address must not be a PO Box or freight-forwarding location, unless expressly agreed in writing.

Some products or postcodes require a manual quotation to be organised by our team. Where this applies, it will usually be indicated:

  • on the product page (for products with POA pricing); and/or
  • at checkout (for postcodes requiring manual freight quotation).

3. Standard delivery service

Standard delivery provides ground delivery to the easiest access point on your property and does not include:

  • inside delivery;
  • installation;
  • assembly;
  • unpacking;
  • removal or disposal of packaging; or
  • delivery beyond the easiest accessible point at the property.

Standard delivery is generally provided Monday to Friday (excluding public holidays) between 9:00am and 5:00pm.

For larger items, shipping cost includes a tail-lift delivery where required for kerbside or access-point delivery.

If a different delivery service is needed, such as booked delivery windows, special handling, difficult-site access support, crane assistance, inside placement or any other non-standard arrangement, additional charges may apply and availability will depend on the destination and carrier.

4. Shipping costs

The final delivery cost is calculated at checkout based on your location and the dimensions and weight of the products ordered, unless the product or postcode requires a manual quotation as described above.

Where shipping is marked as “Price on Application” (POA), requires manual quotation, or cannot reasonably be calculated automatically, our team will provide a quote separately before shipment or before order confirmation, depending on the circumstances.

Any optional upgraded delivery services, special delivery arrangements or delivery surcharges will be notified to you before they are charged.

5. Estimated delivery times

We work with selected freight companies to support fast and reliable delivery within Australia. Estimated shipping times may vary depending on stock status, destination, product type, carrier availability and access conditions.

Current estimated transit times after dispatch are:

  • Zone 1: 3–5 business days – ACT, NSW, VIC
  • Zone 2: 10–15 business days – QLD, NT, SA, WA, TAS

Please also allow approximately 1–3 business days for order processing, unless a longer timeframe is stated on the product page or in your order confirmation.

Estimated ship times are subject to change due to unforeseen events, including carrier disruption, severe weather, supply chain interruption or other circumstances beyond our reasonable control. If unplanned delays occur and your order is affected, our customer support team will aim to inform you promptly.

6. Backorders and made-to-order lead times

Lead times on out-of-stock, backordered, specially procured or made-to-order items will vary by product.

Estimated lead times may be shown on the product page, in your order confirmation or provided by our team on request. We aim to deliver your order as quickly as possible, but unplanned events or unforeseen delays may impact our target lead times. If this occurs and your order is affected, our customer support team will inform you promptly.

If your order includes both in-stock and out-of-stock items, you may receive packages on more than one delivery date. We will email tracking information once your order, or each shipment, is in transit.

7. Split shipments and partial delivery

Where your order contains multiple items, we may deliver the goods in separate shipments if this is reasonably necessary because of stock availability, carrier limitations, packaging requirements or operational efficiency.

Where an order ships in more than one delivery, each shipment is charged at the rate that applies to what is included in that shipment.

This may mean:

  • in-stock items ship first, with backordered items shipped later; and/or
  • certain product types (including fuel or regulated goods) are shipped separately and may arrive on different days.

Unless otherwise stated, split shipment of an order does not reduce or limit any rights you may have in relation to goods already delivered or goods not yet delivered.

8. Hazardous goods and bioethanol fuel deliveries

e-NRG Bioethanol ships separately from MAD Design product orders and may arrive on a different day. An individual tracking number for your e-NRG Bioethanol order will be emailed to you where tracking is available.

Please note that e-NRG fuel is classified as a hazardous material (HAZMAT) and is subject to specific shipping regulations and carrier requirements. Because of these requirements:

  • fuel shipments may use different carriers or services from other products;
  • not all delivery services or destinations may be available for hazardous goods; and
  • additional restrictions, documentation or delivery conditions may apply depending on the delivery address and applicable transport rules.

If a fuel or hazardous-goods shipment cannot be completed to your address, our team will work with you to discuss alternative solutions or cancellation as appropriate.

9. Tracking and dispatch confirmation

Where tracking is available, tracking information will be sent to the email address provided with your order once the shipment is in transit.

In some cases, tracking events may take time to appear after dispatch. Tracking availability and the level of tracking detail may depend on the carrier, service level and destination.

10. Delivery access, failed delivery and redelivery

You are responsible for ensuring that the delivery address is correct and that delivery can be safely and reasonably completed.

Additional charges may apply if:

  • the delivery address is changed after the order has shipped;
  • a specific delivery date or time frame is requested;
  • special arrangements are required due to difficult access conditions;
  • the delivery company is required to make multiple delivery attempts due to incorrect delivery instructions being provided;
  • no one is home at the time of delivery and authority to leave has not been provided; or
  • the goods cannot be delivered safely at the address provided.

If delivery fails due to inaccurate address details, lack of access, refusal of delivery, or failure to collect goods where collection is required, we may charge any reasonable redelivery, storage, return or handling costs, except where the failed delivery is caused by us or our carrier.

11. Risk and receipt of goods

Where we arrange delivery, the risk of loss of or damage to the goods generally passes to you when you, or a person identified by you to take possession of the goods, takes physical possession of them.

If you arrange your own carrier and that carrier option was not offered by us, risk may pass earlier, at the time the goods are handed to your chosen carrier. Any rights you may have directly against the carrier are separate from this policy.

Risk on a return. Where you are returning an item and we arrange the carrier, we carry the risk of loss or damage on the return journey. Where you choose your own carrier for a return, you carry that risk — see our Return and Exchange Policy.

Please inspect your goods as soon as reasonably possible after delivery and report any visible damage, missing items or delivery issues promptly in accordance with our Return and Exchange Policy. This does not affect any rights you may have under applicable law in relation to goods that are damaged, defective or not in conformity with the contract.

12. Delays and inability to deliver

Estimated delivery dates may be affected by events outside our reasonable control, including carrier disruption, severe weather, supply chain interruption, port congestion, regulatory inspection, labour disruption or other unforeseen events.

If we are unable to deliver the goods within any agreed timeframe, we will aim to inform you and work with you to arrange a revised delivery date or alternative solution. If delivery cannot be completed within a reasonable time, you may be entitled to cancel and receive a refund for the undelivered goods, in accordance with applicable law and our Terms & Conditions.

If we are unable to deliver to your address at all after order acceptance due to legal, logistical or operational reasons that were not reasonably apparent beforehand, we may contact you to discuss an alternative solution, additional charges, or cancellation and refund as appropriate.

13. Remote and non-standard delivery areas

Some delivery areas in Australia may involve remote-area routing, regional or outback delivery, island delivery, special carrier handling requirements or extended lead times.

Where special delivery conditions apply to your destination, we will aim to inform you before dispatch. Additional charges or longer lead times may apply for remote or non-standard delivery areas.

14. Contact

For help with shipping, delivery times, access requirements, manual freight quotations or delivery issues for Australia deliveries, please contact MAD Design Australia Customer Support using the contact details provided on this website.