Shipping policy

Shipping & Delivery Policy

1. Store Pickup

You’re welcome to pick up your wood heater directly from our store:

  • Location: 6 Piper Street, Kyneton VIC 3444.

  • Available Monday to Friday, 7:00 AM – 5:00 PM.

  • We’ll assist with loading the heater onto your ute/trailer, but keep in mind: most models weigh between 100–250 kg, so you’re recommended to bring a forklift, pallet-jack, lift tray or trolley to unload safely.

2. Delivery Within Victoria

Because these heaters are large and heavy, we’ve split our delivery zones into three bands — each with its own conditions.

a) Band 1 – “Within 50 km”

  • Delivery to home addresses within 50 km of our Kyneton store.

  • Suitable for standard residential delivery.

b) Band 2 – “50-100 km”

  • Delivery to business addresses (with forklift available to unload) when you’re between 50 km and 100 km from our store.

  • Example coverage: Greater Melbourne, Geelong, Bendigo, Ballarat, Broadford, etc.

c) Band 3 – “100 km plus”

  • Delivery to business addresses (with forklift available to unload) for distances over 100 km from Kyneton.

  • Example locations: Mansfield, Mildura, Shepparton, Swan Hill, Echuca, Warrnambool, Torquay, Albury.

  • Important: We generally do not deliver outside Victoria. For interstate (or other remote) shipping, please contact us for a freight quote.

3. Freight Costs & Variations

  • Because of the size and weight of heaters (100–250 kg or more), delivery costs vary significantly depending on distance, access, and whether special unloading equipment (forklift/truck) is needed.

  • We’ll provide the specific freight cost when you place your order or if you contact us ahead of time.

  • Where service calls or warranty visits are required outside our standard zone, additional travel charges may apply.

4. Delivery & Access Requirements

  • Please ensure your delivery site is accessible: wide enough for the truck/trailer, a suitable unloading area, and, if required, a forklift or pallet jack in place.

  • If we’re delivering to a business address under Band 2 or 3, we expect forklifting/unloading facilities to be ready.

  • If site conditions are unsuitable (e.g., narrow driveway, steep grade, no forklift available when required), this may cause extra costs or delays — you’ll be advised in advance.

5. Delivery Times

  • Once your order is confirmed and payment is processed, we’ll schedule delivery with you.

  • Due to size/logistics, we typically aim for delivery within a window of days rather than exact hours.

  • Unexpected delays (weather, access-issues, freight carrier problems) may occur — we’ll keep you updated.

6. Outside Victoria & Special Regions

  • If you are outside Victoria (or in a region we don’t routinely service), please contact us for a custom freight quote.

  • Because of the added logistic challenges, additional charges may apply (long‐haul truck, special freight handling, etc.).

7. Damage & Short-Delivery

  • On delivery, please inspect the heater for noticeable damage before signing.

  • If damage is found, note it on the delivery receipt and contact us within 24-48 hours so we can address it.

  • Short‐deliveries (missing parts, etc.) will be handled according to our standard return/warranty process (see our Returns & Warranty Policy).

8. Returns & Installations

  • Note: Shipping only covers delivery; installation is not included unless explicitly quoted.

  • Returns due to change of mind may incur freight charges and/or a restocking fee depending on condition and packaging.

  • For warranty or servicing outside our standard zone, additional travel/freight charges may apply.

Questions?
Feel free to call us on (03) 5422 6966 or email info@countrywideheaters.com.au. We’re based in Kyneton and happy to walk you through the delivery process or help estimate costs.