Frequently Asked Questions
How do I order?
Simply click on ‘Our Ladders” & “View Entire Range” Select the model you require by clicking on the Select tab (located underneath the price) Choose your model size? Click on orange “Add to Cart” button. When you’ve completed your shop, click on “Proceed to Checkout” and choose your payment option?
What payment options do you have?
Credit Card, Paypal or Afterpay.
How will I know that my order has been received?
Once you’ve placed your order, you will receive an order confirmation from us.
Will I receive an invoice?
Yes. We will email you an invoice before we ship your order.
I don’t like online orders. Can I place an order over the phone?
Certainly can. Give our sales team a call on 1300 339 571 and chat to our Customer Service Representative. Alternatively send us an email at firstname.lastname@example.org.
Q. How do I know what model I require?
All our ladder specifications are located at the bottom of each page. They include all the measurements and weights that you need. Need to chat to one of our ladder experts? Simply call 1300 339 571 (freecall).
Do you offer Free Shipping?
Yes, we offer free shipping across Australia except for Tasmania (sorry Tasi crew!!!!) We offer a flat fee of $55.00 for our buddies on the Apple Isle.
Can I pick up?
At this stage we are delivery only.
What freight carrier do you use?
Border Express. Tracking information information is supplied once order has been dispatched.
Can I have my ladder shipped to a P.O. Box?
No, however we can ship to most business or residential addresses across Australia
Do I have to be home to receive my order?
Yes. Border Express demand a signature on delivery. During COVID-19, drivers will ask you for your full name as confirmation and the driver will authorise the signature. If you aren’t home to receive your order, the driver will leave a card explaining that they attempted delivery and direct you how to get in contact to arrange a second delivery.
Can I have my order left without a signature?
Yes. If you think you won’t be home to receive your order and are happy for Border Express to leave your ladder in a desired location, please add a comment in the “Order Notes” section. e.g.” I authorise my order to be left at the front door.” OR “I authorise my order to be left at the right hand side of the house behind the rubbish bins.”
How can I track my order?
You will receive 4 email “Alerts” from Border Express. The first email will notify you that your order has been despatched. This email will also provide an estimated time of arrival (ETA) for your order. The 2nd email “Alert” will notify you that its “In transit” This means it has left the Border Express depot and is beginning its journey to its final destination. The 3rd email “Alert” with notify you that your consignment is “Onboard for delivery” This means that you’re about to get your ladder TODAY!!! The 4th and final email notifies you that its been “Delivered” By this time you’ve already ripped it out of the box and launching into your first job.
How long will it take for my order to arrive?
Please see table below. Working Days are classified as Monday-Friday. No weekend deliveries.
- NSW – 4–5 working days
- QLD – 5 working days
- VIC – 4–5 working days
- ACT – 4–5 working days
- WA – 3-4 working days
- SA – 3–4 working days
- TAS – 6 working days
- Can I return my order if I change my mind?
Yes, we accept returns. We must be notified within 7 days of receiving the order. The freight cost to return stock is at the customers expense. The goods and packaging must be returned in the new/original condition it was sent. Once received a refund for the purchase price of the goods will be issued.