Shipping & Delivery Policy

This policy explains how orders are dispatched and delivered, including estimated timeframes, freight charges, large equipment deliveries, site access and damaged goods.

Australia-Wide Delivery

Mattys delivers commercial kitchen equipment to metropolitan, regional and remote locations throughout Australia.

Depending on the product and stock location, equipment may be dispatched from:

• The Mattys Sydney warehouse
  

• An Australian manufacturer
  

• An Australian supplier or distributor
  

• Another authorised distribution location
  

Some orders containing multiple products may be delivered in separate shipments.

Dispatch Timeframes

Products that are in stock at the Mattys warehouse are generally dispatched within 1–2 business days.

Products held by a manufacturer or supplier may have different dispatch timeframes.

Special-order, indent, fabricated, imported or made-to-order equipment will have longer lead times depending on the product and supplier.

If you require equipment by a specific date, we strongly recommend confirming availability and expected delivery timing with the Mattys team before placing your order.

Delivery Timeframes

For standard in-stock products, delivery is generally expected within approximately 3–7 business days after dispatch, depending on the destination and freight service.

As a general guide:

• Sydney and major metropolitan areas are usually faster
  

• Regional areas may require additional transit time
  

• Remote locations may require local on-forwarding and additional time
  

• Large commercial equipment may require specialised freight and additional coordination
  

• Supplier-direct and special-order products may have different timeframes
  

All delivery dates and timeframes are estimates unless Mattys has specifically agreed to a delivery date in writing.

Freight delays can occasionally occur because of circumstances outside our reasonable control, including carrier delays, weather, road closures, supplier delays and regional freight schedules.

If we become aware of a significant delay affecting your order, we will provide updated information where reasonably possible and work with you on the appropriate next steps.

Stock Availability

Stock availability can change quickly.

Where possible, our website displays current availability, but website stock information should not be relied upon as a guaranteed reservation of stock.

Products may be:

• In stock at Mattys
  

• In stock with an Australian supplier
  

• Available from a manufacturer
  

• Temporarily out of stock
  

• Available by special order
  

If delivery timing is critical, please contact us before ordering so our team can confirm the latest available information.

Shipping Costs

Shipping charges depend on factors including:

• Product size
  

• Product weight
  

• Delivery postcode
  

• Freight type
  

• Number of items
  

• Delivery access
  

• Tailgate requirements
  

• Special handling requirements
  

For many products, shipping is calculated automatically at checkout.

Large, heavy, oversized or specialised commercial equipment may require a separate freight quotation.

Where an appropriate freight charge cannot be calculated automatically, Mattys may contact you before dispatch to confirm the applicable freight arrangements and any additional cost.

No additional freight charge will be added without your agreement.

Large & Heavy Commercial Equipment

Large commercial kitchen equipment including refrigerators, freezers, ovens, cooking equipment, dishwashers, ice machines and similar products is generally delivered using commercial freight carriers.

Unless otherwise arranged, standard commercial freight delivery is generally to an accessible ground-floor or kerbside delivery point.

Standard freight does not generally include:

• Carrying equipment inside the premises
  

• Positioning equipment in the kitchen
  

• Unpacking
  

• Removing packaging
  

• Carrying equipment upstairs or downstairs
  

• Using cranes
  

• Using specialised lifting equipment
  

• Installation
  

• Electrical connection
  

• Gas connection
  

• Plumbing connection
  

• Removal of existing equipment
  

If you require any of these services, please discuss this with Mattys before delivery so we can determine whether additional arrangements can be made.

Tailgate Deliveries

Some large or heavy equipment may require a tailgate or liftgate truck where a forklift or loading dock is not available.

A tailgate service generally means the carrier can lower the equipment from the truck to ground level.

A tailgate service does not generally include moving the equipment through your premises or positioning it in its final location.

Additional tailgate charges may apply.

Please advise Mattys before dispatch if you:

• Do not have a forklift
  

• Do not have a loading dock
  

• Require a tailgate delivery
  

• Have unusual or restricted delivery access
  

Site Access

Commercial equipment can be large and heavy.

Before ordering, customers are responsible for checking that the equipment can reasonably access the intended location.

Please consider:

• Door widths
  

• Hallways
  

• Lifts
  

• Stairs
  

• Loading docks
  

• Driveways
  

• Height restrictions
  

• Weight restrictions
  

• Parking restrictions
  

• Shopping centre or building access requirements
  

• Delivery-hour restrictions
  

• Construction-site requirements
  

Please also check the dimensions and weight of the equipment before ordering.

If specialised handling is required, contact Mattys before delivery so we can discuss possible options.

Someone Must Be Available to Receive Large Deliveries

For large commercial equipment, an authorised person should generally be available at the delivery location to receive the goods.

Depending on the freight provider and equipment, the customer may also need to provide suitable unloading facilities or assistance.

Please ensure the delivery address and contact telephone number supplied to Mattys are accurate.

Where possible, freight providers may contact the nominated receiver before or on the day of delivery, but this cannot always be guaranteed.

Failed Deliveries & Redelivery

If a carrier attempts delivery and cannot complete it because:

• Nobody is available to receive the goods
  

• The delivery address is incorrect
  

• Access is unavailable
  

• Required unloading facilities are not available
  

• The site refuses the delivery
  

• The carrier cannot safely access the nominated location
  

the freight provider may charge a redelivery, storage or rebooking fee.

Where these charges arise because of circumstances within the customer's control, they may be passed on to the customer.

Delivery Appointments

Large commercial freight may sometimes require a delivery booking or appointment.

While Mattys and our freight partners will try to accommodate reasonable delivery requirements, exact delivery times cannot always be guaranteed unless a specific service has been arranged.

Commercial freight carriers generally operate according to delivery routes rather than fixed appointment times.

If your premises have restricted receiving hours, please advise us before dispatch.

Delivery to Construction Sites

Deliveries to active construction sites may require additional planning.

Before ordering or dispatch, please tell us if the equipment is being delivered to a construction site.

The site may require:

• Site induction
  

• Specific delivery windows
  

• Traffic management
  

• Loading dock bookings
  

• Crane or forklift access
  

• PPE
  

• Restricted vehicle access
  

• Coordination with builders or site managers
  

Additional charges may apply where specialised delivery arrangements are required.

Pickup From Mattys

Collection may be available for eligible orders from our Sydney warehouse.

Please do not arrive to collect equipment until Mattys has confirmed that your order is ready.

For large equipment, customers are responsible for arriving with a suitable vehicle and appropriate equipment or restraints for safe transport.

Our team may refuse to load equipment where the proposed transport method appears unsafe or unsuitable.

Order Tracking

Where tracking is available, Mattys will provide tracking information after dispatch.

Some specialised commercial freight providers do not provide live online tracking.

For larger freight deliveries, tracking may instead be available through the carrier or through updates provided by our team.

Inspecting Your Delivery

We recommend inspecting your equipment and packaging as soon as reasonably possible after delivery.

Before disposing of packaging, check the equipment for obvious signs of freight damage.

If visible damage is identified:

1. Take clear photographs of the equipment
   

2. Photograph the external and internal packaging
   

3. Keep all packaging
   

4. Note visible damage on the delivery documentation where practical
   

5. Contact Mattys as soon as possible
   

Do not dispose of damaged packaging until the matter has been reviewed, as the freight provider may require photographs or other evidence when assessing a freight claim.

Damaged in Transit

If your equipment appears to have been damaged during transport, contact our After-Sales & Customer Care team as soon as reasonably possible.

Please provide:

• Your order or invoice number
  

• Photographs of the equipment
  

• Photographs of the packaging
  

• Details of the damage
  

• Any relevant delivery documentation
  

Our team will review the matter and coordinate with the relevant freight provider or supplier where required.

Please do not arrange repairs or dispose of the equipment or packaging before contacting us unless necessary for safety.

Incorrect or Missing Items

If you believe your delivery contains an incorrect product or an item is missing, please contact Mattys as soon as reasonably possible.

Some orders may be dispatched in multiple shipments, so we will first check whether additional items are still in transit.

If an incorrect product has been supplied, please keep it unused and retain the original packaging while we investigate.

Supplier-Direct Deliveries

Some products may be dispatched directly from an Australian manufacturer or supplier rather than from the Mattys warehouse.

This allows us to provide access to a broader range of commercial kitchen equipment and, in many cases, reduce unnecessary freight handling.

Delivery procedures, tracking availability and timeframes may vary depending on the supplier and carrier.

Where supplier-direct dispatch materially affects the expected delivery timeframe, we aim to provide appropriate information to the customer.

Special-Order & Made-to-Order Equipment

Special-order, indent, imported, fabricated and made-to-order equipment may have extended lead times.

Any lead time provided is generally based on the latest information available from the manufacturer or supplier at the time.

Production, international shipping, customs, supplier or manufacturing delays can occasionally affect estimated delivery dates.

If timing is critical to your project, please discuss this with our team before committing to an order.

Installation

Delivery and installation are separate services unless specifically included in your Mattys quotation or order.

Do not assume that freight delivery includes installation or connection of the equipment.

Where required, Mattys may be able to assist with coordinating installation services for suitable equipment and locations.

Installation requirements should ideally be discussed before equipment is dispatched.

International Shipping

Mattys primarily supplies customers within Australia.

International shipping may be possible for selected products and destinations by prior arrangement.

International customers should contact Mattys before ordering so we can review:

• Product suitability
  

• Freight costs
  

• Export requirements
  

• Delivery arrangements
  

• Warranty implications
  

• Taxes, duties or customs requirements
  

International freight is not available for all products.

Delayed or Unavailable Products

Occasionally, a product may become unavailable or be delayed after an order has been placed.

If Mattys becomes aware that an order cannot be supplied within the expected timeframe, we will communicate the available information and work with the customer on an appropriate solution.

Depending on the circumstances, this may include:

• Waiting for incoming stock
  

• Selecting an alternative product
  

• Splitting the delivery
  

• Another appropriate solution
  

Any rights available under the Australian Consumer Law continue to apply.

Australian Consumer Law

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Where the Australian Consumer Law applies, customers may have rights where goods are not supplied within an agreed or reasonable timeframe.

Contact Us About Your Delivery

For questions about stock, orders, shipping or upcoming deliveries, please contact:

For damaged goods or an after-sales issue after delivery, please contact:

Email: help@mattys.com.au
Phone: 1300 628 897