Orders & Delivery

Ordering and Delivery for Trade Customers

Ordering and Delivery for Trade Customers LiquidLEDs ships all trade orders from our Sydney warehouse using trusted courier partners. Shipping Carriers | Service Type | Provider | Best For | |---|---|---| | Domestic Standard and Express | Australia Post | Residential and PO Boxes | | Domestic Road Express | Direct Freight Express | B2B and Commercial Addresses | | International Express | DHL Express | Speed and Global Tracking | | International Economy | DHL eCommerce and Australia Post | Cost-effective Global Shipping | Free Shipping Thresholds | Destination | Free Shipping Threshold | |---|---| | Metro Australia | Orders over $250 (excl. GST) | | Regional Australia | Orders over $375 (excluding bulky items) | | International | Orders over AUD $1,000 (excluding bulky items) | For orders below these thresholds, shipping starts from $8.00. Custom shipping quotes are available for bulky items, same-day delivery requests and specialised international orders. Same-Day Dispatch Orders paid before 10am AEST on a business day are dispatched from our Sydney warehouse that same day. Priority Same-Day Dispatch If you have missed the 10am cutoff but urgently need your order dispatched immediately, please contact our trade team. A priority handling fee of $30.00 + GST applies to move your order to the front of the queue for same-day dispatch. Estimated Transit Times | Destination | Estimated Transit Time | |---|---| | Sydney Metro | 1 to 3 working days | | Other NSW | 2 to 4 working days | | Brisbane, Canberra, Melbourne and Adelaide Metro | 1 to 4 working days | | Other Capital and Regional Areas | 2 to 7 working days | Delivery Access and Additional Fees Please ensure your delivery address is attended and accessible during business hours. - Redelivery fees — if a courier cannot access your location (for example, locked gates or no one available to sign), a redelivery fee may be charged and passed on to you - Return to Sender — if a parcel is returned due to an incorrect address or failure to collect, the courier's return fee will be passed on to the customer - PO Boxes — Australia Post delivers to PO Boxes. However, Direct Freight Express and DHL require a physical street address If Something Goes Wrong - Reporting damage — inspect your delivery immediately. Any damage must be reported with photos within 48 hours of receipt so we can lodge a claim with the courier - Lost parcels — if your order has not arrived within the expected timeframe, please contact us. We cannot accept responsibility for lost parcels reported more than 7 days after the dispatch date - Authority to Leave (ATL) — if you request a parcel to be left without a signature, responsibility for the package passes to you once the courier marks it as delivered Warehouse Pickup Pickup is available for trade customers. Please contact our trade team to arrange a pickup and we will provide the Task number and pickup details. Pickup address: Ninja Logistics Unit 9, 2 Christina Road Villawood NSW 2163 Pickup is available weekdays during business hours. For full shipping details, visit our Shipping and Delivery Policy. If you have any questions, please contact our trade team at b2bhelp@liquid-leds.com or call +61 2 8880 9033.

Can I Change or Cancel a Trade Order?

Can I Change or Cancel a Trade Order? If you need to change or cancel an order, please contact our trade team as soon as possible. Our ability to make changes depends on whether your order has already been fulfilled by our warehouse. If Your Order Has Not Been Fulfilled We may be able to cancel or modify your order. Please contact us immediately at b2bhelp@liquid-leds.com or call +61 2 8880 9033 with your order number and the changes required. In some cases we will need to verify with our warehouse team before confirming, so the sooner you contact us the better. If Your Order Has Already Been Dispatched Unfortunately we are unable to cancel or modify your order once it has been dispatched. In this case, you are welcome to return eligible items under our trade returns policy once you receive them. Address Changes After Dispatch If your order has already been dispatched and you need to change the delivery address, the process depends on the carrier: - Australia Post — contact Australia Post directly to request a redirect - Direct Freight Express — an address change fee will apply. Contact our trade team to arrange - DHL — visit the DHL website for redirect options or contact our trade team for assistance If you have any questions, please contact our trade team at b2bhelp@liquid-leds.com.

Frequently Asked Shipping Questions

Frequently Asked Shipping Questions How soon will my order ship? Orders paid before 10am AEST on a business day are dispatched the same day from our Sydney warehouse. If you need urgent same-day dispatch after the cutoff, a priority handling fee of $30.00 + GST applies. Do you offer priority same-day dispatch? Yes. If you have missed the 10am cutoff but urgently need your order dispatched the same day, please contact our trade team. A priority handling fee of $30.00 + GST applies to move your order to the front of the queue. Do you ship to PO Boxes? Australia Post delivers to PO Boxes. However, Direct Freight Express and DHL require a physical street address. Bulky items such as festoon strings and poles cannot be delivered to PO Boxes. What if my delivery is damaged? Inspect your delivery immediately. Any damage must be reported with photos within 48 hours of receipt. Contact our trade team at b2bhelp@liquid-leds.com straight away. What if my parcel goes missing? If your order has not arrived within the expected timeframe, please contact us. We cannot accept responsibility for lost parcels reported more than 7 days after the dispatch date. What happens if no one is available to receive the delivery? If a courier cannot access your location, a redelivery fee may be charged and passed on to you. If you request Authority to Leave (ATL), responsibility for the package passes to you once the courier marks it as delivered. What if my parcel is returned to sender? If a parcel is returned to us due to an incorrect address or failure to collect, the courier's return fee will be passed on to you. A fee of $18 also applies for return-to-sender parcels. Do you offer international shipping? Yes. We ship internationally via DHL Express and DHL eCommerce. Free international shipping is available on orders over AUD $1,000 (excluding bulky items). Customs duties and taxes may apply depending on your destination country and are the responsibility of the customer. For full shipping details, visit our Shipping and Delivery Policy or contact our trade team at b2bhelp@liquid-leds.com.