Delivery Information

At CaterCentral, we understand that commercial kitchen equipment is bulky, valuable, and often needed for a planned opening, renovation, or equipment replacement. Our delivery process is designed to keep you informed, protect your equipment in transit, and help you prepare your site before your order arrives.

Delivery timeframes are estimates only. While we use our best endeavours to meet them, delays can occasionally occur due to manufacturer backorders, freight availability, industrial action, weather, or other events beyond our control. Where a delay occurs, we will keep you informed and work with our freight partners to resolve it as quickly as possible.

Order processing

• New orders are generally processed within 2 business days of payment confirmation.

• Once processed, your order is prepared for dispatch and allocated to an appropriate freight carrier.

• Deliveries are made Monday to Friday during standard business hours, unless a premium delivery service has been arranged in advance.

• Public holidays, peak trading periods, and carrier capacity may affect dispatch and delivery times.

We work with trusted commercial freight partners, including TNT, StarTrack, Cope Sensitive Freight, AirRoad, and other specialist carriers where required.

Estimated delivery times

Estimated delivery times below begin after courier pickup, not from the date the order is placed.

As a general guide, most orders are delivered within 7 days, with a maximum of 14 days unless otherwise communicated at the time of order. If your order has not arrived within the communicated timeframe, please contact us urgently with your order number so we can investigate with the carrier.

During busy periods, please allow up to 5 additional business days for dispatch and delivery.

Standard delivery service

Unless otherwise arranged, our standard delivery service is kerbside or ground-floor delivery only.

This means:

• The carrier will deliver the item to the most accessible kerbside, street-level, or loading-dock location.

• The driver is not required to carry equipment inside the premises, upstairs, through narrow doorways, or around internal obstacles.

• The customer, or a nominated representative, should be available to receive the delivery where possible.

• Bulky items may be delivered on a pallet, in crates, or with protective packaging.

Commercial kitchen equipment can be heavy and may require more than one person to move safely. Please ensure appropriate labour, trolleys, pallet jacks, or forklift access are available at your site.

Premium delivery options

Some sites require additional delivery services. These must be arranged with CaterCentral before dispatch, as carriers may not be able to accommodate requests on the day.

Premium services may include:

• Tail-lift delivery

• Timed or scheduled delivery

• Inside delivery

• Delivery to a specific room or floor

• Two-person delivery

• Removal of packaging or pallet

• After-hours or weekend delivery

• Delivery to sites with restricted access

Additional charges may apply for these services and are payable by the customer. Please contact our team before placing your order if your site has access restrictions, limited parking, no loading dock, narrow doorways, stairs, or requires a specific delivery time.

Site access and redelivery

You must provide safe and reasonable access for delivery.

Before dispatch, please confirm that:

• The delivery address is correct and accessible for a large truck.

• There is adequate parking, loading-zone access, or a suitable unloading area.

• Any gates, lifts, doorways, corridors, or access routes can accommodate the equipment and packaging.

• Someone is available to receive the delivery or provide access instructions.

• Any site-specific requirements have been communicated in advance.

If the carrier cannot complete delivery because access is unavailable, unsafe, restricted, or the recipient cannot be contacted, redelivery or abort fees may apply. These costs are the customer’s responsibility.

Delivery risk and title

Risk in the goods passes to you upon delivery to the nominated shipping address or collection point. Title passes in accordance with the applicable terms of sale.

Please inspect all goods on arrival before signing for delivery where practicable.

Inspecting your delivery

Commercial kitchen equipment should be inspected as soon as reasonably practicable after delivery.

On delivery, please:

1. Check the outer packaging for visible damage, crushing, moisture, or signs of mishandling.

2. Check that the number of cartons, pallets, or items received matches your delivery paperwork.

3. Check that the equipment supplied matches your order.

4. Photograph any visible damage, including the packaging, labels, and item.

5. Where damage is visible, note it on the carrier’s delivery documentation before signing, where possible.

6. Contact CaterCentral as soon as possible.

If goods are visibly damaged on arrival, you may reject the delivery or note the damage clearly on the freight documentation. Please do not dispose of damaged goods or packaging until we have advised you on the next steps.

Reporting an issue

Any apparent shortage, incorrect item, transit damage, or non-conformity must be reported to CaterCentral in writing within 2 business days of delivery.

Please include:

• Your order number

• Delivery date

• Description of the issue

• Photos or video of the item and packaging

• Any carrier documentation or delivery notes

• Your preferred contact details

If an issue is not reported within this period, CaterCentral may take the delay into account when assessing the circumstances and any resulting loss or damage. To the extent permitted by law, CaterCentral is not responsible for loss, damage, or additional costs that could reasonably have been avoided through timely notification.

Nothing in this policy affects rights or remedies that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law or other applicable law. Consumer guarantees may provide remedies such as repair, replacement, refund, or cancellation where goods or services do not meet applicable guarantees.

Packaging and returns

Please retain all original packaging, pallets, crates, foam, straps, and protective materials for at least one week after delivery.

Packaging may be required for:

• Return collection

• Warranty assessment

• Freight damage claims

• Replacement or exchange

• Safe storage or relocation of the equipment

Do not discard packaging until you are satisfied that the equipment is correct, undamaged, and operating as expected.

Installation and site readiness

Unless expressly included in your order, installation, connection, commissioning, and testing are not included with delivery.

Before your equipment arrives, please ensure that:

• Power supply, gas supply, water supply, drainage, and waste connections meet the manufacturer’s requirements.

• Ventilation, extraction, and clearance requirements are met.

• The equipment location provides safe access for installation and future servicing.

• All work complies with local regulations, manufacturer instructions, and applicable Australian Standards.

• Licensed trades are engaged where gas, electrical, plumbing, ventilation, or fire-suppression work is required.

Where installation or commissioning is required to activate a manufacturer warranty, the work must be carried out by an appropriately qualified technician. Please retain invoices, commissioning certificates, and service records as proof.

Delivery delays

Although we aim to meet estimated delivery dates, delivery times are not guaranteed. Delays may occur due to:

• Manufacturer stock shortages or backorders

• Freight network delays

• Carrier availability and workload

• Industrial action

• Weather or road disruptions

• Site access issues

• Public holidays or peak seasonal demand

• Events beyond CaterCentral’s reasonable control

If your delivery is delayed, please contact us with your order number. We will investigate with the carrier and provide an updated estimated delivery timeframe where possible. Delays caused by factors outside a business’s control may affect available remedies under consumer guarantees.nsw.gov+1

Need help before ordering?

If you are unsure whether your site can receive bulky kitchen equipment, contact our team before checkout. We can help you confirm:

• Delivery access requirements

• Whether a tail-lift or specialist freight service is needed

• Pallet, crate, or freight dimensions

• Installation and commissioning requirements

• Suitable delivery timing for your project

Our team can guide you through the practical requirements of receiving commercial kitchen equipment, helping reduce the risk of delivery delays, access issues, or unexpected costs.