With any questions regarding delivery or pick up of an order please email dispatch on dispatch@gemwindowsanddoors.com.au.

Delivery:

Delivery charges are based on size of order and delivery location. Delivery pricing starts at $175+GST for single item deliveries depending on delivery Zone . Some items come assembled and will be offloaded and left in accordance with Work Cover requirements. Please check with us for accurate delivery pricing. Standard Delivery Conditions are as follows:

• You will be advised of the booked delivery date 2-3 days prior. GEM does not have storage capacity, all jobs must be accepted on advised date to avoid re-delivery charges and $35+GST per day storage fees.
• Confirmed delivery date cancellations by customer will result in re-delivery charges and $35+GST per day storage fees.

The following restrictions apply in line with NSW Health & Safety Regulations and our insurance:

Customer must advise prior to delivery of any difficulty accessing property, including steep driveways, dirt road, parking restrictions, clearway zones etc.

Liability also lies with the home owner if anyone gets hurt – please ensure safe environment.

GEM will only deliver to ground floor level and within 20 metres from the truck. We will not go inside the dwelling or up/down staircases.

We do not recommend you book trades or remove old items prior to receiving your order. Correct delivery address must be provided at time of order placement to avoid re-delivery charges.

Pick Ups:

We usually do not allow pick ups for doors and large bulky windows as all our items come assembled and glazed (except really large items). Pick ups for all acceptable items are done from our factory in Prestons NSW as we do not manufacture or keep stock at any of the showrooms and do not carry insurance that would allow us to dispatch from any alternative locations to the warehouse.

Pick ups are available Mon to Fri 7am to 2pm except Public Holidays. You can collect your items only after you have received a confirmation from the warehouse that the order is ready. Once you have the confirmation:

• One hour before pick up send SMS to 0490 484 960 with:
  • First and Last name on invoice and
  • Your Quote Number;
• You will receive a reply SMS with the number of your collection bay;
• During collection you must check: all your items as per your invoice – including size, colour, glass, screens, keys and any visible damage prior to loading.
• You will not be required to sign anything as we have cameras monitoring.

For doors and large windows customer must arrange at least 2 people picking up the items. GEM cannot offer the service of loading. Completed product must be collected within 3 working days of the advised completion date to avoid daily storage fee of $35+GST. GEM is not responsible for any visible damage after the product has been loaded and transported.

Manufacturing Lead Time:

All indicated lead times and delivery time frames are approximate. We do our best to ensure that all orders are dispatched within the indicated time however this is a manufacturing process where we rely on other suppliers and contractors to ensure that everything goes to plan. You can always contact our Dispatch Department to follow up on the progress of your order and we are always happy to assist to the best of our ability.