Typical transit times after dispatch are:

• Metro NSW / VIC / QLD / SA: around 3–5 business days
• Regional & other states (incl. WA / TAS / NT / FNQ): around 5–14 business days

These timeframes are estimates only. Actual transit times depend on the freight carrier, route, and local conditions.

• In-stock items: usually dispatched within 1–3 business days after payment is confirmed.
• Out-of-stock or backorder items: we’ll email an estimated dispatch date once confirmed with the supplier.

Some products are shipped directly from the manufacturer’s warehouse and dispatch times may vary based on their workload.

Yes. Once your order has been dispatched, we email you a tracking number or consignment reference, along with a link to the carrier’s tracking page where available.

Deliveries usually occur between Monday–Friday, 9am–5pm. Exact delivery times, time slots, or driver call-ahead requests are not guaranteed as they are controlled by the freight carrier’s schedule.

Please ensure someone is available to receive and sign for the delivery during business hours on the expected day.

Pick-up may be possible for some products when they are in stock in your state and the supplier allows warehouse collections. Not all brands or items are available for pick-up.

Please contact us with the model number and your location and we’ll confirm if pick-up is available and from which warehouse. Walk-in pickups without prior approval are not available.

Once your order has been dispatched, it is in the care of third-party freight carriers. While we will assist with tracking and follow-up, delivery delays by carriers do not normally entitle you to cancel or refund an order, except where required under Australian Consumer Law.

Estimated delivery dates are guides only and may be affected by carrier capacity, weather, public holidays, and regional/remote access.

For large or palletised equipment, we typically use commercial freight with tailgate delivery:

• Truck delivers to ground level kerbside or driveway
• Driver uses the truck’s tailgate to lower the pallet to ground level

Tailgate delivery does not include carrying units inside, stairs, tight access, unpacking, positioning, or installation. Customers must arrange adequate labour or equipment to move the unit to its final position.

In some Sydney metro areas, Premium Delivery (into-store, unpack, rubbish removal, optional old-unit removal) can be arranged at an additional cost. Please contact us for a quote.

For full details, please see our Shipping & Delivery Policy.

We are happy to review price match requests on a case-by-case basis. In general:

• The competitor must have the identical item in stock in Australia.
• The advertised price must be current, clearly displayed, and inclusive of applicable taxes.
• We may decline to match prices on used, ex-demo, auction, or clearance stock, or where the price is below cost.

Please contact us with a link to the competing offer.

Common payment options include:

• Visa, Mastercard, American Express
• Bank deposit / EFT
• Selected buy-now-pay-later options (such as Afterpay, where available)
• Commercial finance or rental through approved finance partners (e.g. SilverChef).

Available options may vary depending on the order type and value.

• We confirm stock availability and shipping details as soon as practical after you place an order or request a quote.
• Once you approve, we issue an invoice with payment options.
• For finance products (e.g. SilverChef Rent-Try-Buy), a bond and signed documents are required before dispatch.

If you need a formal quote or tax invoice for approval, see the next question.

You can submit our purchase order form with the model numbers and your details, or contact us directly. We’ll respond with a formal quote or tax invoice as needed.

Please lodge a claim via our warranty claim page with:

• Model and serial number
• Invoice or proof of purchase
• Business name, contact details, and site address
• Photos and a short description of the issue

If you experience technical issues with the form, you can email the same information to admin@kwonline.com.au.

Most products are covered by a manufacturer’s warranty. Warranty assessments, repair approvals, and decisions on what is or is not covered are made by the manufacturer or their authorised service agent.

KW Commercial Kitchen will help you lodge and follow up claims, but we cannot override manufacturer decisions.

For full details, please see our Warranty Policy.

Warranty coverage may be declined or limited if issues are caused by factors such as:

• Incorrect or non-licensed installation (gas, electrical, plumbing)
• Misuse, overloading, or using the product outside its intended purpose
• Poor cleaning or lack of routine maintenance (e.g. dirty condensers, blocked drains)
• Unsuitable environment (extreme heat, outdoor exposure, corrosive chemicals, pests)
• Unauthorised modification, repairs, or physical damage

Always refer to the product’s user manual and warranty card for brand-specific conditions.

For change-of-mind or incorrect-purchase returns, return requests must be submitted within 7 days of delivery. Approved returns must be unused, uninstalled, in original packaging, and in resaleable condition.

Return freight is the customer’s responsibility, and a 25% restocking fee applies to approved change-of-mind returns.

Faulty goods, warranty claims, and Australian Consumer Law remedies are handled separately and are not limited by this change-of-mind policy.

For full details, please see our Return Policy.

For change-of-mind or incorrect purchases, shipping costs are generally not refundable. You are usually responsible for both the original freight and return freight.

If a product is found to be faulty on arrival or not as described, freight may be covered in line with our Return Policy and Australian Consumer Law.

Yes. We deliver commercial kitchen equipment Australia-wide. Remote and regional areas may have longer transit times and additional freight surcharges charged by carriers.

We’ll advise options where possible once we know your postcode and order details.

Yes, in most cases we can deliver to residential addresses. However, large or palletised equipment may require tail-lift delivery or a site with forklift access, and additional carrier fees may apply.

Please advise if your delivery address is residential when requesting a quote.

We can pass preferred delivery days or call-before-delivery requests to the carrier, but these services are not guaranteed. They depend entirely on the carrier’s route planning and policies.

If no authorised person is available to receive the delivery, the carrier may return the goods to their depot and charge redelivery, storage, or futile delivery fees. These costs are usually passed on to the customer.

Please ensure someone is on site on the expected delivery day.

Installation and commissioning are not automatically included with equipment purchases. For certain products and locations, we may be able to recommend licensed installers or service agents.

Please contact us with your postcode and model number and we’ll advise what options are available in your area.