Shipping policy

Last updated: 15/09/2025

At AVMarketplace, we know you want your gear fast and in one piece, we pride ourselves on getting your order to you as quickly and safely as possible. Here’s the lowdown on how we handle shipping.

Order Processing & Dispatch

Prompt Dispatch We get it—you’ve placed your order and you’re keen to get your hands on it. That’s why we aim to process and prep all new orders by the next business day after your payment clears. If you get your order in before 12 PM AEDT, and its an easy prep, we’ll usually get it on its way the very same day.

Freight Orders Some of our gear is a bit on the big or heavy side. Freight shipments need a bit of extra elbow grease to make sure they're packed up properly and loaded safely. While we'll work our hardest to get these out the door, please allow a bit of extra time for handling and preparation.

Click & Collect If you're in the area and want to swing by, you can pick up your order from our warehouse. We offer Click & Collect from Monday to Friday, between 9 AM – 3 PM AEDT. If you place your order close to knocking-off time or overnight, it'll be ready for you the following business day. We’ll shoot you an email as soon as it's ready, so you know exactly when to pop in.

Shipping Methods & Costs

Website Pricing We'll calculate your shipping costs at the checkout based on the size, weight, and where you are in Australia. You'll see all your options before you finalise your purchase, so you can pick the service that's best for you. No hidden surprises here.

Custom Freight Quotes For some of the really large or delicate items, standard road freight just won't cut it. If your order needs a custom freight quote, the shipping cost will show as "FREE" at the checkout. Don't worry, we're not pulling a fast one! This just means our team will get in touch with you shortly after you order with an exact shipping cost. You'll have the chance to review and approve the quote before we go ahead with the shipment.

Freight Shipping & Special Services

Home Deliveries Getting a big freight delivery to a residential address can sometimes be tricky. You might need services like a tailgate or inside delivery. If you're not sure if your place is suitable for a standard freight delivery, give us a buzz at shipping@avmarketplace.com.au and we'll help you figure it out.

Tailgate & Driver Assistance Need a hand getting that heavy gear off the truck? A tailgate service is available for an extra charge. If you need the driver to help you move the item past the kerb, additional handling fees might apply. Just give us a heads-up beforehand so we can sort out the best plan for you.

Getting Your Freight Quote Our team works flat out to get you an accurate freight quote as soon as we can. While most quotes are ready within a few hours, please allow up to one business day for us to process it. If we need any more info to give you a spot-on estimate, we'll give you a call or send you an email.

International Shipping

Currently, we only ship within Australia. However, if you're an international customer with questions about buying our products or using a third-party freight forwarder, shoot us an email at shipping@avmarketplace.com.au and we'll do our best to point you in the right direction.

Shipping Delays & Tracking

Order Tracking & Updates Once your order is on its way, we'll send you a tracking number via email so you can follow its journey. If you don't get the tracking details or you need a hand, just contact us at shipping@avmarketplace.com.auwith your order number.

Unexpected Delays We do everything in our power to get your order to you on time, but sometimes things happen that are out of our control—think wild weather, carrier delays, or supply chain hiccups. If there’s a hold-up, we'll keep you in the loop and help out however we can.

Address & Order Changes

Changing Your Address? If you need to update your delivery address after you've placed an order, email shipping@avmarketplace.com.au ASAP. We'll do our best to get it sorted, but please note that extra fees might apply if the package has already been processed or shipped.

Adding More Items If your order hasn’t been fulfilled yet, we might be able to add more items before it ships. Just email support@avmarketplace.com.au with your order number and we'll see what we can do.

Lost, Missing or Damaged Shipments

Where’s My Package? If your tracking says "delivered" but you can’t find your package, please contact us at shipping@avmarketplace.com.au as soon as you can. We’ll get in touch with the courier to start an investigation and work with you to find a solution.

Damaged or Incomplete Orders If your order arrives with parts missing or it's damaged, let us know straight away by emailing support@avmarketplace.com.au with photos and details. Please don't throw away any of the packaging. If you’re picking up a freight delivery from a depot, any damage must be flagged at the terminal when you pick it up. Our team is here to help you get it sorted!