Shipping policy
3.1 Overview
Mainline Security Products Pty Ltd delivers to trade customers across Australia. This Shipping Policy outlines our delivery methods, timeframes, freight calculation process, and the freight-on-application process for overweight or oversize orders.
3.2 Dispatch Timeframes
Orders for in-stock items are typically dispatched within 1–3 business days of order confirmation and receipt of payment (including confirmation of freight charges where applicable). Timeframes may vary during peak periods or due to stock availability.
You will receive a dispatch notification with tracking information when your order leaves our warehouse.
3.3 Supplier Delays (Special Order Items)
While we provide estimated lead times, delays from suppliers can occur.
In the event of a significant delay:
- We will notify you as soon as possible
- You may be offered an alternative product, wait for restock, or a refund where appropriate
3.4 Delivery Timeframes
Estimated delivery timeframes after dispatch are as follows:
• Metro Melbourne: 1–2 business days
• Other Metro Areas (Sydney, Brisbane, Perth, Adelaide): 2–5 business days
• Regional and Remote Areas: 5–10 business days
These are estimated timeframes provided by our carrier partners and are not guaranteed. Mainline is not liable for delays caused by carriers, weather, or other circumstances outside our control.
3.5 Shipping Costs
Shipping costs are calculated based on the weight, dimensions, and destination of your order. The applicable freight cost will be displayed at checkout for eligible orders.
All freight charges are in Australian Dollars (AUD) and are inclusive of GST, which will be added where applicable.
3.6 Freight-on-Application (FOA) for Overweight & Oversize Orders
Certain products that are overweight, oversize, or that require special handling (such as safes, large equipment enclosures, or bulk orders) cannot have freight automatically calculated at checkout.
How the FOA process works:
• When your order contains an FOA product, you will be able to submit your order without paying freight at checkout.
• Your order will be placed on hold pending a freight assessment by our team.
• Our team will review your order and calculate the applicable freight cost based on your delivery address, product dimensions, and carrier rates.
• We will contact you via email with a freight quote for your approval.
• Once you approve the freight quote, an invoice will be issued for the freight amount.
• Your order will be dispatched after payment of the freight invoice is received.
• If you do not approve the freight quote or do not respond within 5 business days, your order may be cancelled and any product payment refunded.
Mainline will endeavour to provide freight quotes as promptly as possible, typically within 1–2 business days of order submission.
Freight charges are non-refundable once the order has been dispatched.
3.7 Delivery Address
Deliveries are made to the address provided at checkout. Please ensure your delivery address is accurate and complete. Mainline is not responsible for non-delivery resulting from an incorrect address provided by the customer.
Deliveries are made to a business or commercial address during business hours where possible. If delivery to a residential address is required, please contact us prior to placing your order as additional charges may apply.
3.8 Unattended Deliveries & Authority to Leave
Where Authority to Leave (ATL) is selected or granted by the customer, Mainline and our carrier partners accept no responsibility for loss, theft, or damage to goods left unattended at the delivery address.
3.9 Freight Damage
Please inspect all deliveries upon receipt. If goods arrive visibly damaged, you must:
• Note the damage on the carrier's delivery docket before signing;
• Take photographs of the damaged packaging and product; and
• Notify Mainline within 7 days of delivery.
Failure to follow this process may affect your ability to make a claim. Please refer to the Returns Policy (Section 2) for further information on remedies for damaged goods.
3.10 Tracking Your Order
Once your order is dispatched, you will receive a tracking number via email. You can use this tracking number to monitor your delivery through the carrier's website.
For order or delivery enquiries, please contact us through the Website at www.mainline.com.au.
3.11 Carrier Partners
Mainline uses a range of reputable Australian carrier partners to deliver orders. The carrier used for your order will depend on your location, order size, and the nature of the products ordered.
