Delivery / Shipping FAQ
If you've placed an online order with us here at Fansonline, or are thinking about placing an order, here are some useful points of information about the delivery.
1. How Is My Order Shipped?
In the majority of cases, your order will be shipped with Direct Freight Express, a reliable courier company that will deliver to your door. Each order is assigned a consignment number with the courier so it can be tracked to ensure your goods arrive safely. Direct Freight Express require delivery instructions for where they can leave the item(s) in the case that no one is home at the time of delivery - a dropdown selection is available at the checkout for you to select the most appropriate method. If you do not have anywhere where the item(s) can be left and do not have a business address or alternative address where the goods can be safely left, there are two other options available to you.
1. We can deliver your order to the nearest Direct Freight Depot if send with this company, please contact us to see if there is one suitably close to your address.
2. You can request that your order be sent by Australia Post, please note that in many cases this is more expensive and therefore we may have to charge you an extra shipping cost for this shipping method.
Some small items such as vents may in some cases be sent with Australia Post as standard, and we do sometimes use a local Melbourne courier if specific products are leaving our Melbourne warehouse.
2. What If Something Goes Wrong In Transit?
We take responsibility for your order until it arrives at its destination. While we will do our very best to ensure your goods arrive safely and securely, unexpected events can occur. In the unusual circumstance that there is an issue with the delivery while in transit, we will chase it up for you until the item(s) are located and delivered. If your order arrives and you believe there has been unreasonable damage during transit, please visit and fill in the form here. While we will take all possible precautions to prevent both delays and damage to your order, we recommend waiting until you've received and checked your items before booking an electrician for installation.
3. What Are Delivery Times?
Most orders are shipped from Melbourne, Sydney or Brisbane warehouses. Depending on your location and item(s) ordered, it can take between 1 - 10 business days to deliver your order. We have our customer service, ordering and warehouse teams working during business hours to get your orders processed and dispatched promptly. Once your order is processed we will email you an estimate on delivery. In most cases you will be provided with a consignment number with the courier company so you can more accurately follow the delivery.
If you are in a metro area e.g. Sydney, Melbourne, Brisbane, Adelaide, Canberra, in many cases you can expect to receive your order within 1-2 business days. The further out from a metro area, the longer delivery usually takes. Orders to WA, NT, TAS, even in metro areas such as Perth, you can expect a slightly longer delivery time.
*please note that these times are only general and doesn't take into consideration orders that contain items that need to be ordered in.
*Please note there may be shipping delays due to staff shortages, isolation and other Covid19 impacts currently experienced by all freight couriers at present. In which case please allow for an additional day or two on top of the usual ETA for your order to be received.
If you need your order urgently, please contact us pre-purchase so we can look at your options.
4. An item is marked as PRE ORDER - what does this mean?
When an item has the add to cart button replaced with 'PRE ORDER', it means that the product is out of stock with the manufacturer. It is possible to be purchased now, but will be dispatched with priority when the item is back to stock.
Notice that items with PRE ORDER option will have an approximate arrival date added to the listing, which is in accordance with the latest updates from the manufacturer. Despite our best efforts further delays might be experienced due to things like production issues, shipping or clearance through customs, etc.
Our intention is to provide the most accurate arrival dates, nevertheless, we rely on the information provided from the manufacturer.
Should you need further assistance in your purchase, please contact us, we are more than happy to assist by offering suitable alternatives if required.
5. Can I Track My Order?
Once your order has been shipped in most cases we will provide you with a consignment number that you can track at your convenience from the Direct Freight Express website. If you cannot locate this, feel free to contact us, your order may have been sent with Australia Post or a consignment number might just not have been added to your order.
6. What Are Your Opening Hours?
We are usually available to process your order, answer enquiries and take calls between the business hours of 9.30am to 5.00pm (EST).