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Shipping & Pick Up Policy

At Factory Glass, we aim to provide safe, reliable and efficient delivery for all glass panels and hardware orders across Queensland.
This policy outlines how orders are processed, packed, delivered and collected.

 

1. Dispatch & Handling Time

  • Standard Orders are normally dispatched within 2–3 business days from our Hemmant QLD 4174 warehouse.

  • Larger orders or multiple panels may require additional handling time.

  • A confirmation email will be sent once your order has been dispatched.

2. Delivery Areas

We offer delivery to the following regions:

Primary service areas (QLD):

  • Brisbane

  • Gold Coast

  • Sunshine Coast

Additional delivery areas (selected orders):

  • Sydney metro

 

3. Delivery Method

We deliver glass using our own A-frame transport trucks, which keep all panels upright and securely supported during transit.
This method minimises movement, prevents pressure points and significantly reduces the risk of cracks, scratches or damage.

Unlike third-party courier services that stack glass flat on pallets, our dedicated transport method avoids common issues such as panel rubbing, surface marks or packing mistakes that can result in costly project delays.

4. Delivery Terms & Conditions

  1. Kerbside or driveway delivery only
    Deliveries are made to the kerbside or driveway if the truck can safely access the location.
    Drivers cannot deliver to backyards, steep areas, narrow paths or upstairs locations.

  2. Customer unloading is required
    Customers are responsible for unloading the glass.
    Our driver may assist for up to 10 metres from the truck to the front yard, but full unloading remains the customer’s responsibility.

  3. Glass is delivered plain (no cardboard packaging)
    Please ensure straps, blankets or protective materials are available onsite.

  4. No delivery to apartments or difficult access sites
    We do not deliver to underground car parks, height-restricted areas, steep driveways or locations unsuitable for truck access.

  5. Inspection on delivery
    Please inspect the items upon arrival and sign the delivery docket.
    Notify us within 24 hours if there are any issues.

5. Pickup Options

Customers may collect orders from our Hemmant QLD warehouse.

Pickup Terms & Conditions

  1. Suitable vehicle required
    Please use a trailer, ute, van or glass truck. Regular sedans are not suitable for glass transport.

  2. Panels are plain (not packaged)
    Bring straps, blankets or cardboard for protection during transport.

  3. Loading assistance
    Our staff can assist; however, you may need to help depending on order size and panel weight.

  4. Safety footwear required
    Closed-toe, heavy-duty footwear is mandatory.
    Slippers, sandals or open-toe shoes are not permitted in the warehouse area.

6. Damaged or Missing Items

If any items arrive damaged or incorrect:

  1. Take clear photos of the product and packaging.

  2. Contact us within 24 hours at sales@factoryonline.com.au.

We will assess the issue and arrange a replacement or solution as quickly as possible.