Shipping Policy
Delivery area and cost
Delivery is free across metropolitan Melbourne on every order, with no minimum spend. There is no flat rate and no delivery charge to add at checkout.
We deliver to 213 suburbs across the metropolitan area — see the full list on our delivery areas page. Everything goes out from our Melbourne workshop.
Some places fall outside the free delivery area, mainly the Bellarine Peninsula, Geelong, the lower Mornington Peninsula past Frankston, and the rural and green-wedge areas around the edge of the metropolitan area. If you are unsure which side of the line you fall on, send us your postcode and we will tell you straight away.
We do not deliver to PO boxes or parcel lockers. Glass has to be handed to a person.
Delivery times
Production time depends on what you have ordered. Standard cut-to-size glass and mirrors are quickest. Toughened and laminated products take longer, because the glass has to be processed after it is cut. Double glazed units take longer again, as the unit must be assembled and sealed after cutting.
We will confirm a delivery window with you by email before dispatch. If your job is time critical, tell us when you order and we will tell you honestly whether the date is achievable rather than promise something we cannot hit.
Receiving your delivery
Deliveries are handled by our own drivers rather than a general courier. That matters with glass: your panels are inspected before they leave us and checked with you on arrival, instead of being left at the door by a freight company.
Someone must be present to receive the delivery. Glass is inspected and signed for on arrival, and will not be left unattended. This is a safety requirement as much as a commercial one.
If you cannot meet the driver at the arranged time, contact us through our contact page and we will rearrange. Rescheduling may not be possible on or around the original date, but we will find a time that works.
Two practical things worth thinking about before the day:
- Access. Large or heavy panels need a clear path from the street. Tell us in advance about stairs, narrow side gates or upper floors.
- Somewhere to put it. Glass should be stored on edge, leaning slightly, on a soft surface — never flat. See handling and storing glass.
Quality control
Every panel is checked for faults and defects before it is packed. If a fault is found, the piece is remade and we will let you know about the delay rather than send it anyway.
Orders are checked before leaving our workshop and again with you on arrival.
If your order arrives damaged
Check the glass while the driver is still there. Run your eye along all four edges of each panel — a chip at an edge matters far more than a mark in the middle of a face, because that is where a break starts.
If you find damage after the driver has left, email us through our contact page as soon as possible with your order number and a photo showing the condition of the item. We accept claims for replacement or refund up to 2 days after delivery and handle them case by case.
Once a panel has been installed, damage becomes very hard to attribute, and neither of us can tell whether it happened in transit or on site. Please look at it on the day.
See our Refund and Returns Policy for the full terms.