Shipping Information

Last updated: August 16, 2025

1. OVERVIEW

Thank you for shopping with Whites Forestry Equipment (“we”, “us”, “our”). This Shipping Policy explains how we process, ship and deliver orders placed on our website.

Your rights under the Australian Consumer Law (ACL): If you are an Australian consumer, our goods come with guarantees that cannot be excluded under the ACL. Nothing in this policy limits your statutory rights. This policy applies in addition to, not instead of, those rights.

We don’t change shipping terms for orders already accepted without your agreement.

2. DOMESTIC SHIPPING (AUSTRALIA)

2.1 Processing Times

Most in-stock orders ship within 1–5 business days (Mon–Fri, excluding VIC/national public holidays). If there is a significant delay, back-order or pre-order, we will contact you by email or phone with options (ship when available, split shipment, or cancel for a refund).

2.2 Methods & Estimated Delivery

  • Australia Post Regular: ~3–6 business days
  • Australia Post Express: ~2–3 business days
  • Courier (StarTrack / Toll / TNT / Couriers Please / DHL): ~1–10 business days depending on location

Delivery timeframes are estimates only. We take reasonable steps to deliver within the stated windows. If we cannot supply your order within the timeframe advertised, or within a reasonable time where no timeframe is given, you may be entitled to a refund or other remedies under the ACL.

2.3 Rates & GST

Shipping charges are calculated and shown at checkout. Domestic shipping prices include 10% GST.

2.4 PO Boxes, Parcel Lockers & Signature

We ship to PO Boxes and Parcel Lockers via Australia Post. Large/heavy items may require a street address and signature on delivery. If you request Authority To Leave (ATL), the parcel may be left in a safe place at your address and will be considered delivered at that time. However, this does not affect your rights under the ACL if goods are lost or damaged before delivery is complete.

3. INTERNATIONAL SHIPPING

3.1 Destinations

We currently ship to the United States, Canada, New Zealand, the United Kingdom and selected European Union countries.

3.2 Methods & Estimated Delivery

  • Standard International (Australia Post): ~7–21 business days (varies by destination)
  • Express International (Australia Post): ~3–7 business days (varies by destination)

International shipments are sent exclusively via Australia Post and are handed over to the destination postal operator (e.g., USPS, Royal Mail, La Poste) for final delivery. Timeframes exclude customs processing, remote area delays and peak seasons.

3.3 Incoterms

All international shipments are sent under Delivered At Place (DAP). Import duties, tariffs, taxes and postal clearance/handling fees in the destination country are payable by the recipient unless we explicitly state otherwise. These amounts are not collected by us at checkout.

3.4 Rates, Tariffs, Taxes & Duties

International rates are calculated at checkout based on destination, weight and dimensions. Export prices exclude Australian GST. Import tariffs, duties, taxes and customs clearance fees in the destination country are not included and are payable by the recipient.

3.5 Customs Documentation

We provide accurate documentation for all international shipments, including a commercial invoice (description, price paid, currency, country of manufacture), HS codes and any required export forms. We do not under-declare value or mark commercial orders as “gifts”.

3.6 Refused/Uncollected International Shipments

If a parcel is refused, unclaimed, or returned due to non-payment of import charges or inability to contact the recipient, we will refund the product price once received back in saleable condition, less the direct return costs actually charged to us by the postal operator and any non-recoverable outbound freight. Itemised amounts are available on request. This does not affect any rights under the ACL (for Australian consumers) where we are at fault.

3.7 Customs & Carrier Delays

Customs processing and peak seasons may add extra days. Formal entries required by local customs can extend delivery times.

3.8 United States Customer Notice

  • Country/Region of Manufacturer: Our products are sourced from manufacturers in Australia, China, and European Union origins including Germany, Switzerland, and the United Kingdom. Product pages display country of manufacture to help estimate applicable duties/tariffs.
  • Service: Australia Post with handover to USPS. Shipments are sent under DAP – Delivered At Place (recipient pays import charges).
  • Customs timeframes: US Customs processing can add additional days. Formal entries (e.g., >USD 2,500 or regulated products) may require recipient information.

4. PRODUCT-SPECIFIC SHIPPING

4.1 Chainsaw Bars & Chains

  • Packed with protective rail/edge coverings and secure outer cartons
  • May ship in multiple cartons for longer lengths

4.2 Maintenance Products

  • Some oils and aerosols are classified as Dangerous Goods and cannot travel by air to some countries
  • Where a carrier cannot transport DG items, we will contact you with alternatives or a refund

4.3 Mills & Large Equipment

  • May ship in multiple cartons or via freight domestically
  • Additional handling or remote-area surcharges may apply (quoted before dispatch)

5. TRACKING & COMMUNICATIONS

5.1 Shipment Confirmation

You will receive a shipping confirmation email with tracking once your order leaves our warehouse. Tracking usually activates within 24 hours.

5.2 How to Track

  • Use the tracking link in your shipping confirmation
  • Log in to your account on our website
  • Contact us with your order number if you need help

6. DELIVERY ISSUES & RISK

6.1 Risk of Loss

We are responsible for your order until it is delivered to the delivery address you provided (or left in a safe place if you requested ATL). This applies to both domestic and international shipments and reflects your rights under the ACL. After delivery, please ensure the parcel is collected promptly from the delivery location.

6.2 Delays

Carrier or customs delays can occur. If your order is not delivered within a reasonable time, contact us so we can investigate and offer options. Where we are responsible for a failure to deliver on time, you may be entitled to a remedy under the ACL.

6.3 Incorrect or Incomplete Address

Please check your shipping address carefully at checkout. If an order is returned due to an incorrect address or failed delivery attempts and we acted in accordance with your instructions, we can reship at your cost or refund less the actual freight costs incurred. If the error was ours, we will reship at our expense.

6.4 Damaged or Missing in Transit

If items arrive damaged, missing, or not as described, contact us promptly with photos and your order number. We will arrange repair, replacement, or refund in line with the ACL (for Australian consumers). We will handle any carrier claim on your behalf. Please retain packaging until we advise otherwise.

7. CARRIERS

International: Australia Post only (handover to the destination postal operator for final delivery).

Domestic: Australia Post and, where appropriate, StarTrack, TNT, Toll Ipec, Couriers Please, DHL and other reputable couriers. We may select the most suitable service based on item size/weight, dangerous-goods eligibility and your location.

8. PACKAGING

  • All chainsaw bars and chains are packaged with protective coverings
  • Fragile items receive additional padding and protection
  • International shipments use packaging compliant with applicable regulations, including ISPM-15 where timber packaging is used

9. CONTACT

Questions about shipping or a specific order? We’re here to help:

Whites Forestry Equipment
PO Box 187, Mirboo North, VIC 3871, Australia
Email: sales@whitesforestry.com

Whites Forestry Equipment is a business of Alphamare Pty Ltd. We share the minimum necessary order information (recipient name, address, email, phone, item details and values) with postal operators and customs authorities to complete delivery and clearance. See our Privacy Policy for details.