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Delivery Information
When can I expect my product to arrive?
 

Balsam Hill wants you to receive your products as soon as possible. In many cases, products will arrive within 5 business days for metropolitan areas and 7-8 business days for other areas.

Please note that due to certain public holidays in Australia, below are days during which our warehouse in Australia will not be delivering:

Monday, 2 October 2017
Monday, 25 December 2017 to Monday, 1 January 2018
Friday, 30 March 2018
Monday, 2 April 2018
Wednesday, 25 April 2018
Monday, 11 June 2018

We guarantee delivery before Christmas based on the following order timeline:


Sydney, Brisbane, and Melbourne metro areas: order by midnight on 19 December 2017
Other areas (excluding WA 6, 7, 8, 9): order by midnight on 14 December 2017
WA 6, 7, 8, and 9 (Western Australia, Tasmania, and Northern Territory): please contact our customer service team after 10 December 2017 to ensure prompt delivery before Christmas

Orders placed after 19 December 2017 will not arrive by Christmas.
When will my order ship?
 

Orders placed by 11pm AEDT will ship the next working day. Please note that our total delivery time includes time for order processing at our warehouses and for delivery via Australia Post or other similar delivery service.

What delivery options do I have?
 

Currently, Balsam Hill offers free delivery on all orders within Australia.

Delivery to PO boxes
  We currently are unable to deliver to PO boxes. Please supply a physical mailing address when filling out your delivery information.
Can I delay my delivery to a certain date?
  We do not offer a delayed delivery option at this time.
My package was lost during delivery.
 

If you have not received your package after the date that Australia Post or StarTrack estimated the package to be delivered, please contact us. If there is a tracking number that shows the package in transit, but not moving after a certain date, we will follow up with Mainfreight and will provide you with an update within 24 business hours.

If your tracking number shows that your package was delivered, but you did not receive it, please contact us. If your order contained more than one box, we will need to get the tracking numbers of the boxes that were received. We will work with Australia Post or StarTrack and get back to you with a solution within 24 business hours.

What are my delivery charges?
 

Delivery is free.

My order never arrived.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
An item is missing from my delivery.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
My product is missing parts.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
I received the wrong product.
  If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

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