Our Shipping Policy
Getting the best stories to most deserving consumers.
We ship your chosen products to all states, and we ship quickly! If you place your order before 10.00am Monday to Thursday or 9.00am Friday – EST (Eastern Standard Time) we will ship that same business day. Orders placed after those times will be shipped the following business day.
Orders typically take between 1–5 business days to arrive within Australian capital cities but please allow for further delays as shipping times can vary substantially. Addresses outside of the capital cities are harder to predict, please see the map below to get an idea of typical shipping times from Sydney:
Tracking your order
Within 12 hours of your order being shipped you will receive an email confirmation including your tracking number. If you have lost your tracking number please contact our Customer service team at [email protected]
Cancelling or changing your order
We make every effort to ship your order on the same day that it is placed, this means we cannot guarantee cancellations. Once your order has been processed and shipped we can no longer cancel. If you wish to cancel your order please contact our Customer Service team as soon as possible on 02 8599 7131 or email us at [email protected]
Delivery policies
Your package can be delivered on any working day from Monday to Friday between 9am and 5pm (UTC/GMT +10). Delivery is by the end of the business day. There are no deliveries on weekends or public holidays. All packages are sent standard road freight and may require a signature by you or another authorised party. Should the delivery be shipped to a work place, please be sure to clearly list the business name in the shipping address when you place your order.
Damaged stock
If the shipping carton of your Troly product shows obvious and significant damage then you must refuse the shipment and email us immediately at [email protected]; or call us on +61 2 8599 7131.
Once your order has been refused, you have notified Troly of refusal and a confirmation is obtained by the shipping carrier, we will immediately dispatch a replacement order.
Undeliverable packages
An “undeliverable” package is one that cannot be delivered to you for any of the following reasons:
- The recipient’s address cannot be located
- The recipient’s place of business is closed
- The recipient is not at a delivery location on the initial delivery attempt or reattempts.
If a package is undeliverable for any reason, it will be returned to a local depot and a card will be left for you to contact the carrier and arrange a second delivery. Note: If you do not receive your purchase or a card within the estimated time frame (as indicated in the shipping estimate map above) please contact Troly. If the 2nd delivery attempt is not successful the carton/s will be returned to Troly. If you would still like to purchase items that were undeliverable please contact our sales team at [email protected] for further instructions.
