Shipping & Returns
Shipping & Returns
There are 2 options available.
Pick up from Store: Please select pick up from either Heathmont or Ferntree Gully at check out. You can choose to pay by credit card at checkout or over the counter in store.
Delivery to site: Stock items will be dispatched using our own vehicles or by courier (usually Fastway, TNT or AusPost) to all suburbs of Australia within 2 business days Monday – Friday. (We always try to dispatch goods same day where possible).
For non-stocked items please see item description for estimated delivery time.
Please note that these delivery times are estimates only. If you have a time critical job, please contact Demak directly on (03) 9756 0444 so we can ensure your delivery will be there when you need it.
Delivery cost will be calculated based on suburb prior to checkout. If your post code does not give you a delivery option, please contact us, or on (03) 9756 0444 for a quote.
Preferred delivery date: Please specify your preferred delivery date in the checkout notes,
International Delivery: Currently our online store is setup to calculate shipping to the following countries:
- New Zealand
- United Kingdom
- United States
We only offer an airmail international service as the cheaper sea mail option doesn’t allow tracking.
Is your country not listed here? Please contact us and we will add it in for you.
Damage in transit: If goods arrive in a damaged condition it will be your responsibility to inform us by email to via our contact us page within 7 days from delivery.
Incorrect Items: It is your responsibility to notify us of any incorrect items, quantities or lengths within 7 days from delivery via our contact us page or on (03) 9756 0444.
Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 7 days from the expected delivery date through our contact us page or call (03) 9756 0444.
Damaged/defective Goods: Items that are deemed damaged or defective can be returned for replacement or credit. Faulty goods can be returned up to 14 working days following receipt of order. Please inform us by via our contact us page including all order details within the correspondence.
Customer Service Policy: Demak Outdoor Timber and Hardware is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 1-3 business days; in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 1 business day to arrange an agreeable alternative item, a backorder or a full refund.
Returns Policy: Your item must be in its original as new unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 30 days of your purchase.
Please contact us or call (03) 9756 0444 to request a refund.
Send your returned item to:
Demak Outdoor Timber & Hardware
20 Brenock Park Drv,
Ferntree Gully, Vic, 3156
Please include a copy of your invoice or delivery docket.
All refunds will be given via the original payment method and all returns shipping fees are at the purchases expense.
Exchanges: If your item is in like new condition, you may exchange your item at the discretion of the returns department.