Shipping policy

1. Shipping Coverage & Free Shipping Conditions

All products and services listed on our website include free standard shipping to most areas of mainland Australia (including Tasmania).

However, some remote, regional, or country areas may incur additional delivery charges, and certain products may not be deliverable to your location due to size or weight restrictions (refer to Section 11 and 11.13 of our Terms of Service).

All other Australian territories (e.g., Christmas Island, Lord Howe Island) are excluded from free shipping. Additional freight charges will apply and will be quoted on a case-by-case basis. These quotes are valid for 3 business days.

We strongly recommend contacting us on 1300 550 630 or +61 3 8900 9640 before placing an order if you are located outside standard mainland service areas. This avoids delays or refunds if freight exceeds your budget.

Please note: Free shipping means the freight cost is included in the purchase price, not that shipping has no cost.

2. Dispatch Times & Delivery Estimates

Most orders ship same business day if placed before 12pm AEST, otherwise they ship on the next business day from our Dandenong South, VIC warehouse.

Delivery times vary depending on location. Your tracking number will show the carrier’s estimated time of arrival (ETA); these estimates may change and are outside our control.

Estimated Delivery Timelines (Guide Only):

  • VIC / SA / NSW / ACT: 2–3 business days

  • NSW (Regional): 4–10 business days

  • TAS: 3–7 business days

  • QLD (Brisbane Metro): 3–4 business days

  • QLD (Other areas): 4–10 business days

  • NT: 7–14 business days

  • WA: 7–14 business days

3. Tracking Information

All electronic equipment orders include an online tracking number.
Other items may or may not include tracking.

Tracking details will be emailed once your order is prepared and awaiting courier collection.

4. Delivery Requirements

Couriers do not provide specific delivery times or call ahead before delivery.
You must ensure someone is available during business hours and that the property offers safe, accessible entry (e.g., no locked gates).

5. Courier Notifications

You may receive email or SMS updates from the shipping provider as your order progresses.

6. Redelivery or Redirection Charges

If you are not home and the parcel cannot be safely left, the courier may charge for redelivery.
Redirection (changing the delivery address after dispatch) may also incur additional courier fees.

All such charges are the customer’s responsibility.

7. Local Warehouse Pickup (By Appointment Only)

Pickup from our Dandenong South, VIC 3175 warehouse is available by appointment only. Call 1300 550 630 before placing your order to arrange collection.

You must present:

  • Proof of purchase (online order copy), and

  • Matching government-issued photo ID.

If you cannot provide these, please arrange to purchase in person at our showroom.

8. Proof of Delivery (POD)

The courier’s Proof of Delivery—showing the date/time delivered and, where provided, the receiver’s name—will serve as confirmation that the order has been delivered and the transaction completed.

9. Invoices & GST Documentation

A packing slip is included with all equipment orders.
If you require a formal GST Tax Invoice, email info@khe.com.au.

Your online order number or tax invoice must be retained for any future warranty claim.

10. Changing a Delivery Address

We can only change your delivery address before the courier collects your order.
Call us as soon as possible on 1300 550 630 / +61 3 8900 9640.

Once collected, changes must be requested in writing via info@khe.com.au, and redirection may be declined.

If redirection is approved, the courier may charge extra fees—sometimes equal to or greater than the original shipping cost. These fees are your responsibility.

Redirection is at your own risk, and you assume liability for loss, delay, or damage once the request is made.

Upon request, KHE will provide copies of the original freight invoice and any redirection costs charged by the courier.

11. Orders We May Need to Cancel

We may cancel and refund an order within 3 business days if shipping cannot be arranged to your address under the following conditions:

  • Some products cannot be delivered to certain areas due to size or weight restrictions.

  • Freight costs for remote/regional areas may exceed the value of the product or the allocated shipping allowance.

In these cases, we will offer a custom freight quote (valid 3 business days). If accepted, payment must be made by EFT, Credit Card, or PayPal within 3 business days.

If you decline the quote—or delivery is not possible—we will cancel and refund your order as per Section 14.4 of our Terms of Service.

Please also review Sections 14.2 and 14.3 before accepting a freight quote.

Full Terms & Conditions

This summary highlights section 11. For complete details on the Supply of Product (Shipping)  please see our full Terms of Service.