As part of our recent improvements we have developed a new Service Commitment. This is a commitment from our team which communicates the policies, procedures, and service levels you can expect from James Hardie FRC Pipes.
We are continually improving our systems and we welcome any feedback or suggestions you may have. If you would prefer to download our complete Service Commitment flyer click here.
Order Placement Refer Below
Delivery Timeframes Click Here
Distribution Centres Click Here
Delivery Costs Click Here
Order Placement
Q. What time is the call centre open?
A. Our hours of operation are 7.30am to 5.00pm (EST), Monday to Friday.
Q. How can I place an order?
A. Orders can be placed by:
FreeCall 1800 659 850
FreeFax 1800 639 908
Email frcpipes@jameshardie.com.au
Q. What is the difference between a ‘stock item’ and a ‘non-stock’ item?
A. James Hardie hold specific levels of our most popular products to meet your orders; these are ‘stock items’. A ‘non-stock’ item is a product that is not held in stock, but can be readily manufactured to order.
A lead time will be encountered for delivery of non-stock items. Availability will be advised at the time of order placement.
Q. What if there is no stock available at my closest distribution centre?
A. Stock will be transferred from Meeandah in Brisbane (subject to availability). Transfers take approximately 3 working days to Rosehill in Sydney, and 4 working days to North Laverton in Melbourne. Back to top.
Delivery Timeframes
Q. What is the cut off time for next day delivery in the metropolitan area?
A. Orders must be placed by 2:00pm to ensure delivery the next working day (subject to stock and transportation availability).
Orders placed after 2:00pm, for next day delivery, will be subject to transport availability. If transport is available a charge of $200 will apply. The delivery time will also be subject to transport availability.
Q. How long does it take to receive an order for a delivery outside the metropolitan area?
A. Delivery times are dependent on the time of order placement, delivery location and availability of stock.
Indicative Delivery Times
|
To |
Metro |
Outer Metro |
Mackay / Sydney |
Cairns / Melb |
|
From Brisbane |
Next working day |
Next working day |
3 days |
4 days |
Q. If I don't specify a delivery date at order placement, what steps do I take to have my order delivered?
A. Contact our customer service team on 1800 659 850 as soon as you know the required delivery date. While we will endeavour to meet your required timeframe, we can't guarantee delivery at short notice, as we need to coordinate stock and transport availability.
Keeping us informed about your delivery requirements may minimise disruptions to your project.
Q. If I am picking up my order, how long do I need to allow from order placement?
A. Where the total order value is less than $500, allow 3 hours from the time you placed the order until the goods will be available for you to pick up. This is subject to stock availability.
Orders must be placed by 2.00pm for pick up the next working day. Back to top.
Distribution Centres
Q. Where are the James Hardie FRC Pipes distribution centres?
A. James Hardie FRC Pipes is located at the following addresses:
- 46 Randle Road, Meeandah, QLD
- 10 Colquhoun Street, Rosehill, NSW
- 80-90 William Angellis Drive, North Laverton, VIC
Back to top.
Delivery Costs
Q. When do I have to pay a freight cost?
A. Metro Areas:
Where the total value of an order is less than $1,000, a delivery charge of $100 will apply.
Other Areas:
For delivery outside the defined metropolitan area, freight costs will be charged to the buyer with due consideration to delivery location, quantity ordered and ‘on-ground’ or ‘on-truck’ requirements. The actual freight cost will apply.
Q. Will I be charged a fee to return goods?
Yes. A handling fee will be incurred to cover the cost of sorting, re-stacking and testing (refer to Terms and Condition of Sale). An additional charge will be incurred for goods requiring pickup. Back to top.
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