General Information - Answers

General Information - Answers

What shipping options do you offer?
We offer both a regular service parcel and an express service. You can make your choice at checkout on a per-order basis. Please note that some large orders, bulky items and regional areas are not eligible for express deliveries (see below). To learn what extras are included with each service, please click here.

What are your shipping rates?
We offer discounted shipping rates for every original order made. Currently, our regular shipping option is $2.00 (inc GST) to any address in Australia, but don't forget that orders totalling over $50.00 receive this service free of charge. You can also upgrade to our flat-rate express shipping service, regardless of order value, the postage & handling fee is only $6.00 (inc GST). Please note that some large orders, bulky items and/or regional areas are not eligible for express deliveries (see below) and will ship on the fastest available service.

What are the differences between Regular and Express?
  Regular Shipping
Regular Shipping
Express Shipping
Express Shipping*
Same-day dispatch on fully paid orders placed before 4pm QLD time (AEST) every business day. Tick Tick
Flat-rate shipping cost no matter how much you order or where you live in Australia Tick Tick
Guaranteed next-business-day delivery to eligible metro areas on suitable orders
(See our shipping times chart below)
- Tick
Tracking information available - Tick
Order insured against loss
or damage in transit
- Tick
Signature on delivery** - Tick
Free regular shipping
for orders totalling over $50.00
Tick -
*Express guarantees the fastest possible service to your area.
**All our services come with an option to specify delivery instructions that circumvent
signature-on-delivery requirements, etc. Click here for full details and conditions.

What post carrier services do you use?
Australia Post Regular, Australia Post Express, Australia Post Registered and Fastway Couriers are currently used for dispatch on all orders. We use the most suitable carrier for your order size, weight, destination and shipping type chosen.

When you choose Express shipping, we use the fastest possible service to your area. While we can't offer overnight shipping to regional areas or on oversize items, we will still get your parcel to you as fast as we possibly can, and all for the same flat rate!

How soon will you dispatch my order?
We aim to dispatch all completed orders by 4pm every business day, and we take great pride in the fact that less than one in a thousand orders miss this deadline! Depending on workload, we can have your order picked, packed and ready for the post truck in 30 minutes or less. Once a parcel is sealed and ready for collection by our post or courier drivers, the order cannot be changed or cancelled.

Only instant payment types like Credit Card and Paypal will be dispatched same-day. Slower payment types like eCheque and Direct Deposit will not dispatch until the payment clears into our account. You can read more about payment types by clicking here.


How quickly will my order arrive?
See the charts below for an estimate on delivery times. Please note that delays may occur outside of our control, or our carrier's control, for which we cannot be liable. If one of our carriers fails in a delivery guarantee according to their own terms and conditions - please let us know.

Express orders for bulky items and Express orders headed to regional areas will use the fastest available service. This may not always be an express carrier. If you have a tight deadline, please Contact Us first for a tailored ETA.
  Regular Shipping
Regular Shipping
Express Shipping
Express Shipping*

Queensland

Brisbane Metro

      Overnight

      Overnight

Gold Coast

      2 Days

      Overnight

North Coast

      2 to 4 Days

      Overnight

Cairns

      3 to 5 Days

      2 to 3 Days

Regional

      4 to 8 Days

      2 to 3 Days

New South Wales

Sydney Metro

      3 Days

      Overnight

Canberra

      4 Days

      Overnight

Regional

      4 to 8 Days

      2 to 3 Days

Victoria

Melbourne Metro

      4 Days

      Overnight

Regional

      4 to 8 Days

      3 to 4 Days

South Australia

Adelaide Metro

      5 Days

      Overnight

Regional

      5 to 8 Days

      3 to 5 Days

Tasmania

Hobart Metro

      7 Days

      Overnight

Regional

      7 to 8 Days

      3 to 5 Days

Western Australia

Perth Metro

      5 to 8 Days

      Overnight

Regional

      8+ Days

      4 to 5 Days

Northern Territory

All Areas

      7+ Days

      5+ Days

*Overnight services available on eligible orders only (more info).
All estimates are based on a best-case scenario and count business days only.
Delays outside the control of our carriers may occur at any time.

Can I Pick Up my order in-store?
Yes! We have a small retail office attached to our warehouse, so you are more than welcome to stop by to make a purchase over the counter using our EFTPOS facilities. Simply choose 'Pay On Pickup' as your payment option after selecting a shipping type (this will be removed from the total), or order in person at the counter!
Check our Contact Information page for our street address and business hours.

This address is for our retail outlet only. Please do not send mail or parcels to this address.

Can I use my own courier service to make a pickup?
Yes! If you have an account with a courier company which services the Capalaba area, we can have your parcel prepared for pick-up; as long as you arrange with us ahead of time to make it happen. For some large or complex orders, a handling fee may be payable, but for most orders the shipping charge will be waived in lieu of your courier doing the hard work.

Please note that we don't stock Receiver Pays labels for any courier companies, and you must organise the collection from your end. Using your own courier account is contingent on you paying their fees in their entirety.

Do you deliver to PO Boxes?
Yes! We can ship most orders to PO boxes, but please note that we are strictly limited to Australia Post services. For bulky items which are oversize or overweight for prepaid express satchels, the fastest service we can use is Australia Post Registered; even if express is chosen at check-out.

Do I have to be home to receive my parcel?
Not necessarily. If you know you won't be at home to receive a parcel, you are able to issue an Authority to Leave. Just tell us in the Customer Instructions a safe location that is accessible by the delivery driver for the parcel to be left unattended. Issuing an Authority to Leave voids your shipping insurance, and we cannot replace parcels that are lost or stolen.

For all Australia Post parcels, we mark them with a 'Do Not Safe Drop' label. This means that if you're not home, a calling card will be left in your letterbox and the parcel will await collection at your local Post Office. Sometimes the contracted delivery driver might forget to leave a calling card, so always check your tracking (where possible) or your parcel may be returned to us automatically after a week or so. We cannot be liable for re-shipping costs under these circumstances.

For Fastway Courier parcels, if you're not home and an Authority to Leave has not been given, a calling card will be left in your letterbox and the parcel will return to their depot until you arrange re-delivery. Sometimes the contracted delivery driver might forget to leave a calling card, so always check your tracking or your parcel may be returned to us automatically after a week or so. We cannot be liable for re-shipping costs under these circumstances.

What can I write in the Customer Instructions box?
The Customer Instructions box is regularly used for getting special information applied to your parcel. This is commonly an Authority to Leave such as "If not home, please leave at front door". Alternatively, it can be used to help the delivery driver find your address, such as "Number 42B, down the easement opposite the service station".

When giving an Authority to Leave or Special Delivery Instructions, please note that contracted delivery drivers are not permitted to access private areas such as back yards or security gates, and they also have no facility to phone you before delivery. Please note that delivery drivers are not obligated to follow your instructions, and we cannot enforce or guarantee them.

You can also use the Instructions make special requests of us if you like, and we'll do our best to accommodate them!

Do you ship overseas or internationally?
Unfortunately, due to carrier and warranty limitations, we are unable to supply to addresses outside of Australia. Only areas serviceable by our carriers are suitable for delivery, which includes only Australian States and Territories.

Are all your products in stock?
The Cable Chick website uses a live stock level system. If our website says that we have an item in stock, then it's on our warehouse shelf in Brisbane waiting for you! While stock errors sometimes occur, we will always do our best to solve the issue to your satisfaction as quickly as possible.

If you have a bulk order or immediate, urgent need for a cable we are low on stock of, please give us a call and we'll check the shelf and/or reserve stock when possible.

If a product is sold out and you still want to make a purchase with us, the easiest way to be notified of fresh stock is to enter your email in the 'Email Me When In-Stock' box. This is not a subscription - a one-time message will be sent to you as soon as our stock level updates. Most of our lines replenish within 2 weeks, but some stock comes from overseas and may take longer. If you feel you have been waiting too long, please Contact Us and ask for an ETA. If we have one, we'll let you know!

Why can't all express orders ship on an Overnight service?
The Australia Post Express National Network only services between a limited number of metro areas. As all orders dispatch from our Brisbane warehouse, only capital cities (plus some major metropolitan centres close to South East Queensland) are included in their next-business-day guarantee.

You can check to see if your post code is included in this network by visiting the Australia Post website here.

Please note that only express orders which can fit inside prepaid express post satchels AND are headed to an eligible address qualify for a overnight service.

Which shipping options come with tracking?
When you choose Express as your shipping option, you automatically qualify for a tracked and insured service. Once we pack your order and scan the barcode, a dispatch confirmation and tracking code will be automatically emailed to you.

How can I track my order?
Check your Dispatch Confirmation email, if we have used an Australia Post service, you can simply click the link and be directed to their tracking page automatically. Easy!

If we have used a Fastway Couriers service, simply copy and paste the first label tracking number from your email into the Fastway Couriers website. You only need one number per consignment for full tracking, even if additional labels have been scanned.

Tracking usually begins when the parcel reaches our local distribution centre, but scan events may not appear until the parcel arrives in your state. For information regarding scan events and their meanings, please click here.

Will Cable Chick track my order for me?
Unfortunately we aren't able to keep an eye on the progress of every parcel which leaves our warehouse. Individual customers are responsible for tracking their orders to ensure that they are not missed or accidentally left uncollected. Any parcel which is left uncollected with either Australia Post or Fastway Couriers may be returned to us at any time. Should this occur, the customer is liable for the full, non-discounted shipping rate to have the parcel dispatched again.

What do these tracking events mean?
Every tracking system has a litany of bizarre events which may appear in your parcel's tracking history. Below are a few of the common head-scratchers we've deciphered!

Australia Post
Accepted From Customer
We are a customer of Australia Post. This event means they have received your parcel from us. Stay tuned for more tracking updates when the parcel reaches a distribution centre near you!
Transferred to LPO
Some Local Post Offices act as a distribution hub. This even means your parcel is waiting to be loaded on a truck for delivery.
Awaiting Collection at XXX
This means you missed a delivery and your parcel is waiting for you at your local post office. You should have received a calling card.

iphered!

Fastway Couriers
Linked to/from ####
Consolidated to/from ####
These messages are scanning events relevant to depots and trucks. Generally they show which State your parcel is (or was) in.
Transfer to Freight Query
A problem with delivery is being investigated by Fastway Couriers. No action is required by you at this stage.

Did we forget something?

If you have further questions, require special attention, or are in need of technical help, please talk to us directly via phone or the enquiry form (both found on the Contact Us page). We'd love to hear from you and help out as best we can for all your home theatre solutions.

Don't forget you can always talk to us face-to-face by visiting our warehouse & retail office!