Overview

Effective date: 3 June 2026 Business name: Trailworks Website: www.trailworks.com.au Contact: sales@trailworks.com.au

This Shipping Policy explains how Trailworks handles order processing, dispatch, delivery, freight, pickup, shipping costs, delays, and damaged or missing items.

This policy applies to purchases made directly from Trailworks through our website, by invoice, or through another direct Trailworks sales channel.

Australian Consumer Law

Nothing in this Shipping Policy limits or excludes any rights you may have under the Australian Consumer Law.

If goods are not supplied, are faulty, are not as described, are unsafe, or fail to meet a consumer guarantee, you may be entitled to a remedy under Australian Consumer Law.

Order Processing

Trailworks aims to process orders as quickly as reasonably possible.

Processing times may vary depending on:

- product availability - stock levels - payment clearance - order size - packaging requirements - freight availability - whether the item is standard stock, special order, custom order, or made-to-order

Orders are generally processed during business days, excluding weekends and public holidays.

Dispatch Times

Estimated dispatch times may be shown on product pages, at checkout, on invoices, or in written communication from Trailworks.

Dispatch estimates are estimates only and are not guaranteed unless Trailworks confirms a guaranteed dispatch date in writing.

Special orders, custom orders, made-to-order products, powder coated items, fabricated items, modified products, or items sourced specifically for a customer may have longer processing and dispatch times.

Special orders, custom orders, made-to-order products, powder coated items, fabricated items, modified products, or items sourced specifically for a customer may have longer processing and dispatch times.

Shipping Areas

Trailworks may ship within Australia using available courier, freight, postal, or transport services.

Some products may not be available for delivery to all locations, including remote areas, islands, mine sites, restricted-access locations, PO boxes, parcel lockers, or locations unsuitable for bulky freight.

Some products may not be available for delivery to all locations, including remote areas, islands, mine sites, restricted-access locations, PO boxes, parcel lockers, or locations unsuitable for bulky freight.

If Trailworks cannot reasonably ship an order to your address, we may contact you to arrange an alternative delivery method, pickup, additional freight payment, or cancellation and refund where appropriate.

If Trailworks cannot reasonably ship an order to your address, we may contact you to arrange an alternative delivery method, pickup, additional freight payment, or cancellation and refund where appropriate.

Shipping Costs

Shipping costs may be calculated at checkout, quoted separately, or confirmed after order review depending on the product.

Shipping costs may depend on:

- delivery location - item size and weight - packaging requirements - freight type - residential or commercial delivery - tail-lift requirements - depot delivery or door delivery - remote or regional surcharges - dangerous goods or special handling requirements, if applicable

Large, heavy, bulky, fragile, fabricated, or custom products may require a manual freight quote.

Bulky Freight

Some Trailworks products may be too large, heavy, or awkward for standard courier delivery.

Bulky freight may require:

- a commercial delivery address - forklift access - assistance unloading - depot collection - tail-lift service - scheduled delivery - additional freight charges

If your order requires bulky freight, Trailworks may contact you before dispatch to confirm delivery options, site access, unloading requirements, and any additional charges.

The customer is responsible for ensuring the delivery location is suitable for the freight method selected.

Delivery Times

Delivery times are estimates only and may vary depending on the carrier, delivery location, freight network conditions, weather, public holidays, access issues, and other circumstances outside Trailworks' control.

Trailworks is not responsible for delays caused by third-party carriers, freight providers, incorrect delivery details, missed delivery attempts, or events outside our reasonable control.

However, Trailworks will take reasonable steps to assist where an order is delayed, missing, or affected by a delivery issue.

Tracking

Where tracking is available, Trailworks will provide tracking details after the order has been dispatched.

Tracking updates are provided by the carrier or freight provider. Trailworks cannot guarantee that tracking information will always update immediately or accurately.

Customer Delivery Details

Customers are responsible for providing accurate delivery details at the time of purchase.

This includes:

- full name - business name, if applicable - phone number - email address - delivery address - access instructions - suitable unloading information for bulky items

Trailworks is not responsible for delivery delays, failed delivery, redelivery fees, or lost items caused by incorrect or incomplete delivery information provided by the customer.

If an order is returned to Trailworks due to incorrect details, failed delivery, refusal of delivery, or failure to collect from a depot, additional shipping or handling fees may apply.

Authority To Leave

If you request authority to leave, unattended delivery, or delivery without signature, you accept the risk of loss, theft, weather damage, or damage after the carrier records the item as delivered.

Trailworks is not responsible for items that are lost, stolen, or damaged after being delivered in accordance with your authority-to-leave instructions, unless required by law.

Missed Deliveries And Redelivery Fees

If a delivery is missed, refused, or cannot be completed due to site access, incorrect details, no one being available, lack of unloading equipment, or failure to follow carrier instructions, the carrier may charge additional fees.

These fees may include:

- redelivery fees - storage fees - depot holding fees - return-to-sender fees - rebooking fees - additional freight charges

The customer may be responsible for these costs unless the issue was caused by Trailworks.

Pickup Or Collection

Trailworks may offer pickup or collection for selected orders where available.

Pickup is only available after Trailworks confirms the order is ready for collection.

Customers must not attend for pickup until they have received confirmation.

Proof of purchase and identification may be required at collection.

Split Shipments

Trailworks may dispatch items from the same order separately.

This may occur where:

- products are stocked in different locations - one item is ready before another - an item is special order or made-to-order - different freight methods are required - split shipping reduces delays

If an order is split, tracking details may be provided separately where available.

Special Orders And Custom Orders

Special orders, custom orders, made-to-order products, modified products, fabricated products, powder coated products, and items ordered specifically for a customer may have longer dispatch and delivery times.

Estimated lead times are estimates only unless confirmed by Trailworks in writing.

Delays may occur due to supplier availability, manufacturing, fabrication, powder coating, freight delays, material shortages, production scheduling, or other circumstances outside Trailworks' reasonable control.

Delays may occur due to supplier availability, manufacturing, fabrication, powder coating, freight delays, material shortages, production scheduling, or other circumstances outside Trailworks' reasonable control.

Special orders and custom orders are handled in accordance with the Trailworks Refund and Returns Policy.

Damaged Items In Transit

Customers should inspect delivered items as soon as possible after delivery.

If an item arrives damaged, contact Trailworks as soon as possible and provide:

- your order number - your name and contact details - photos of the damaged item - photos of the packaging - photos of any visible damage before unpacking, where possible - a description of the issue

Do not install, modify, use, repair, or dispose of the item or packaging before contacting Trailworks, as this may affect the damage assessment or freight claim.

Trailworks will assess the issue and provide a remedy where required by law or where accepted under our policies.

Missing, Lost, Or Undelivered Orders

If your tracking shows delivered but you have not received your order, contact Trailworks as soon as possible.

Trailworks may ask you to:

- check the delivery address - check with other people at the property - check safe-drop locations - check with the carrier - provide written confirmation that the item has not been received

Trailworks will take reasonable steps to assist with carrier investigations.

Where goods are not supplied or delivery obligations are not met, customers may have rights under Australian Consumer Law.

Incorrect Items

If you receive the wrong item, contact Trailworks as soon as possible.

Please provide:

- your order number - photos of the item received - photos of the packaging and labels - a description of the issue

Do not install, modify, use, or return the item without contacting Trailworks first.

If Trailworks has sent the incorrect item, we will arrange a suitable solution.

International Shipping

Trailworks currently ships within Australia unless otherwise agreed in writing.

International shipping may be unavailable for some or all products.

If international shipping is arranged, the customer may be responsible for customs duties, taxes, import fees, inspections, brokerage fees, delays, and compliance with local laws in the destination country.

If international shipping is arranged, the customer may be responsible for customs duties, taxes, import fees, inspections, brokerage fees, delays, and compliance with local laws in the destination country.

Delivery Restrictions

Trailworks may refuse, cancel, or modify a delivery arrangement where: - the address cannot be serviced - the product cannot be safely shipped - freight costs were incorrectly calculated - the order requires special handling - the delivery location is unsafe or unsuitable - the product is too large or heavy for the selected freight method - additional delivery information is required but not provided

If this occurs, Trailworks will contact you to discuss available options.

Contact Us

For shipping, freight, delivery, pickup, or tracking enquiries, contact:

Trailworks

Email: sales@trailworks.com.au Website: www.trailworks.com.au Location: Unit 6, 280 Great Southern Rd, Bargo NSW 2574