Shipping policy
This policy explains how we process, ship, and deliver orders for all products sold by Snow Flow, including commercial machines and consumables. Where the rules for machines and consumables differ, they are set out separately below.
Dispatch
Orders are dispatched within 1–3 business days of receipt of full payment, subject to stock availability. For consumable products, stock availability is reflected on the product page at the time of ordering. For machine orders, Snow Flow will confirm the dispatch window as part of the sales process. If there is a delay with your order, we will contact you.
Delivery — machines
Machines are not sold through the online store — they are quoted through Snow Flow's sales process, and all freight charges and delivery options are calculated by Snow Flow and included in the purchase invoice. Snow Flow selects the carrier and books the service on your behalf.
Delivery options include:
- Dock-to-dock (forklift) — for commercial premises with a loading dock
- Tailgate delivery — for premises without a loading dock
- Residential delivery — for non-commercial delivery addresses
Costs vary by delivery location, delivery type, and any access requirements at the destination. Coverage is Australia-wide.
In the five cities where Snow Flow has a local office — Melbourne, Sydney, Brisbane, Adelaide, and Perth — Snow Flow can also arrange delivery directly using its own team. Ask about this option when placing your order.
Delivery — consumables
Consumable orders are delivered by courier. Freight is calculated at checkout based on the order weight, dimensions, and delivery address — a flat rate does not apply. Residential and commercial delivery addresses are both supported.
We ship within Australia only, unless otherwise agreed with you in writing.
Transit damage
Snow Flow is responsible for goods damaged or lost in transit on outbound delivery. If an order arrives damaged or is confirmed lost, we will pursue the necessary claim through the carrier or insurer and make the situation right for you. Our ability to pursue a carrier claim depends on your cooperation with the reporting steps below — in particular, noting visible damage on the freight receipt at the time of delivery and providing photographs.
If your order arrives damaged — reporting steps
- Visible damage on delivery: Note the damage on the freight receipt before you sign — do not sign the receipt as "received in good order" if there is any visible damage. Photograph the packaging and goods before unpacking. Report to Snow Flow within 24 hours of delivery via the support page on our website, including the photographs.
- Concealed damage (only apparent on unpacking or installation): Report within 7 days of delivery via the support page, with a description of the damage, photographs showing the damage, and photographs of the packaging.
- Wrong item received: Report within 7 days of delivery via the support page, with a description of what was ordered and what was received, and photographs of the item and its packaging.
In all cases, keep the original packaging until Snow Flow has confirmed the matter is resolved.
Risk and title
Risk in the goods passes to you on delivery to the address you provided. Title in the goods passes to you once full payment has been received.
Cancellations, returns, and refunds
Cancellation and refund terms — including the rule that orders can be cancelled before dispatch but not after — are set out in our Refund policy.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law.
Contact
For any questions about shipping or your order, contact us via the support page on our website.
