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F.A.Q

When will my order be shipped?

Same day dispatch via Australian air Express on 95% of our orders once payment has been received. Then, once your parcel is dispatched, you will be notified via an email with your unique 'Con Note Number' and delivery details. Delivery is usually next day for orders received before 3pm.

What if I/ the client is not at home when you deliver my goods?

As all our parcels are sent as registered and insured we require a signature upon delivery. Our delivery contractors (AAE and various couriers) typically deliver during business hours so if you are not expecting to be home during these hours, we suggest, if practical, you provide your work address as the delivery address.

Delivery is usually attempted straight to your door. If there is no one available to sign for the delivery, then a card will be left in your mailbox advising you of either a post office to collect your parcel from, or in the case of a courier delivery, a contact number to call to re-arrange the delivery.

What will delivery cost me?

Set charges are shown on the website. Currently freight charges applied will be as follows:-

OVERNIGHT AIR EXPRESS (STARTRACK - AAE)

  • TO STREET ADDRESSES:- all shipments 5Kg or less, capped at $12.50 ex tax
  • TO POST OFFICE BOX NUMBERS:- all shipments 5Kg or less, capped at $18.50 ex tax,

ROAD EXPRESS

  • TO STREET ADDRESSES:- all shipments 5Kg or less, capped at $10.50 ex tax
  • TO POST OFFICE BOX NUMBERS:- all shipments 5Kg or less, capped at $16.50 ex tax,

Bulky parcels that weigh or cube out to over 5Kg will be calculated at shipment, and will be charged to you at our cost price. You will be notified of any extra charges thus generated after your order has been placed.

How do your delivery charges work?

Shopping at saratogadist.com.au is all about maximising speed of deliveries so we use AAE (overnight Australian air Express) for most deliveries.

Which Carrier/Courier do you use?

The service we use for most of our deliveries is AAE (overnight Air Express) which is a registered delivery service. With this service AAE will deliver your item to your nominated delivery address. If no one is home, they will leave a card stating that your item is available for you to collect from your local post office. This service also allows us to deliver to Post Office Boxes.

We fully insure all delivery shipments. In the unlikely event your item is lost in transit, we will replace at our cost.

We work with a suite of courier companies who we contract to do some of our deliveries depending on the item being shipped and the location we are delivering to. These work much the same way as AAE service as they are also registered and insured services.

When we dispatch your order we email you to notify you of the carrier selected and advise the number of the consignment note which may be used for track and trace.

How do I know when you have shipped my order?

Once your order has been dispatched from our warehouse we will email you with notification of the dispatch. This will include a unique delivery number and estimated transit time for our shipping contractor.

Do you deliver to anywhere in Australia and New Zealand?

Yes, we deliver around Australia and New Zealand to residential and business addresses. We also deliver non-bulky items to Australian post office box addresses.

Please note that if you live in an area that is generally considered difficult to access or is poorly serviced by AAE or any other couriers then we may not be able to deliver to you. In these cases we will offer you a full refund. For example, there are some restrictions to Norfolk, Christmas or the Cocos Islands.

Can I track the progress of my order?

When dispatch is arranged through AAE, a tracking number is generated. We email you this tracking (consignment) number when it is generated at the time the goods are dispatched. If you wish to track your parcel thereafter, please visit www.aae.com.au and input your tracking number. If we dispatch your order using one of our other courier companies you will receive a dispatch email advising you of the consignment number and link so that you can track and trace your order until it arrives at your address.

Orders will typically be dispatched on the same day on which your payment received.

Are you able to ship to Norfolk Island?

While we consider Norfolk Island to be part of Australia and welcome customers from Norfolk Island shopping on saratoga.com.au, most carriers, other than Australia Post, consider Norfolk Island to be an 'international destination' and their delivery charges are priced accordingly. In addition they require customs declarations and other paperwork required for international shipping.

We have no problem shipping orders to Norfolk Island using Australia Post and we find Australia Post's shipping charges to be reasonable.

The only limitation is that Australia Post will not carry parcels that are in excess of 20 kg or longer than 1.05 metres. So if you do happen to order an item that is heavier or larger than these dimensions, our website will accept your order at the 'delivery charge Australia Post would charge' if they would take that item, however, we reserve the right to cancel the order or amend the delivery charge to reflect our actual cost subsequent to the order being placed.

If we have to cancel the order we will immediately refund any payments made.

Do you ship internationally?

Yes, though at this point in time we only ship to Australia and New Zealand. Please keep checking our website and/or subscribe to our Newsletter for regular updates.

Once I've made my purchase, how long before I receive my item(s)?

All items are typically dispatched the same business day or the day after, once your payment has been confirmed.

When dispatch is arranged through AAE a tracking number is generated. We email you this tracking (consignment) number when it is generated at the time the goods are dispatched. If you wish to track your parcel thereafter, please visit aae.com.au and input your tracking number. If we dispatch your order using one of our other courier companies you will receive a dispatch email advising you of the consignment number and link so that you can track and trace your order until it arrives at your address.

Orders will typically be dispatched same day.

Do you do Combine Shipping?

Yes, we do. You only ever are charged the full flat rate delivery fee ($10.50 to $20) according to purchase value (see above).

Deliveries to New Zealand are calculated on item weights.

What if I need an item by an urgent date?

We cannot guarantee arrival by a certain date. All items are typically dispatched the same business day, once your payment has been confirmed. When dispatch is arranged through AAE a tracking number is generated. We email you this tracking (consignment) number when it is generated at the time the goods are dispatched. If you wish to track your parcel thereafter, please visit www.aae.com.au and input your tracking number. If we dispatch your order using one of our other courier companies you will receive a dispatch email advising you of the consignment number and link so that you can track and trace your order until it arrives at your address.

Orders will typically be dispatched same day.

Are your parcels labelled when dispatched and do they have an Invoice attached to them?

Our parcels are labelled with our company details (or your company details for a drop ship) and your name, delivery address and contact number. The invoice is usually attached to the parcel. It is often emailed to the recipient of the nominated email address.

If like many of our customers you intend to re-sell our stock to your customers then you can be assured that we do not put anything on or in the package that links that product back to us.

Can I purchase from outside of Australia/New Zealand?

Yes you can, as long as the delivery address is in Australia or New Zealand. Please Note: If making your purchase from outside of these two countries, please use the Australian or New Zealand mailing address as your billing address (as well as the shipping address) or our website will not accept your purchase. You may use your email address in the billing section, so that you receive the Tax Invoice, as opposed to the recipient.

Do you offer Express Post?

Yes we can. You need to specify this method at order.

Can I send my own courier to pick up from your warehouse?

Yes. Place your order with the pickup delivery option chosen then please give us notification via email (elly@saratogaonline.com.au) that you are sending a courier to pickup your order for you. Please also ensure that your courier has your order number and name as a pickup reference. In some rare circumstances when orders are paid for by credit card our bank may require us to obtain photo identification on pickups. In these circumstances we may require some form of verification from you before allowing your courier to collect your order. In either case you will be contacted by us via email when your order is ready for pickup, or if we require additional payment verification.

Our address for pickup is:

SARATOGA DISTRIBUTION, 272-274 Gilbert Street, Adelaide, SA, 5000. Entry is from Maxwell Street at the rear.

Our office hours are Mon-Fri 9.30am-4.30pm CST (except on SA public holidays).

I want to pick up an item but it states it is 'Not Available for Pickup'.

Some products are displayed with a Flat Rate fee and a comment "Not available for pickup". These items are termed "Non-Pickup" items and are not available for pickup from our warehouse even if you select the Pickup option during checkout. The reason is that these items are warehoused elsewhere and are dispatched by a third party on our behalf.

I have not received my order, what do I do?

All items are typically dispatched the same business day, once your payment has been confirmed. Items are sent via AAE or via one of our other couriers. Delivery is usually next day. If you are concerned, let us know on elly@saratogaonline.com.au, and we can follow up. Remember the track and trace capabilities – meaning you can follow up too

Can I pick up from your warehouse?

Yes, in virtually all cases your order can be picked-up from our warehouse. To do this, please select "Pickup" as your delivery preference. There is no delivery charge when you pick up from us.

You will be notified by email once your order is ready for pick up. Please do not attempt to pickup your orders before this time as it may not be ready for you.

Please ensure you bring photo identification (driver's licence, passport, etc) and your order number.

Please note that we require orders to be picked up within a week of us notifying you that it is ready for collection. Failure to pickup in this time frame may result in us cancelling the order.

Our address for pickup is:

SARATOGA DISTRIBUTION, 272-274 Gilbert Street, Adelaide, SA, 5000. Entry is from Maxwell Street at the rear.

Our office hours are Mon-Fri 9.30am-4.30pm CST and we're open on weekends at some times during the year.

There are some items that are warehoused in another location. These cannot usually be picked up, and must be shipped to you. If this is the case we will mention this on the item's website listing.

How does pickup work?

Our warehouse is located in central Adelaide, Australia. If this is convenient for you then you might wish to save on delivery charges and pickup your order.

If you wish to pickup your order then during the checkout process you are offered the option to pickup your order. We charge you no delivery fees on pickup orders. We pick and pack your order as normal and set it aside in our pickup area of our warehouse.

Once your order has been picked and is ready for pickup we send you an email notifying you that it is ready for your collection.

We appreciate prompt pickup from our warehouse as items not picked up within a week of notification may be cancelled and returned to our warehouse stock.

Our address for pickups is:

SARATOGA DISTRIBUTION, 272-274 Gilbert Street, Adelaide, SA, 5000. Entry is from Maxwell Street at the rear.

How Does Flat Rate Delivery Work?

The flat rate fee applies to each item purchased within a price range. Currently these price breaks are:-

OVERNIGHT AIR EXPRESS (STARTRACK - AAE)

  • TO STREET ADDRESSES:- all shipments 5Kg or less, capped at $12.50 ex tax
  • TO POST OFFICE BOX NUMBERS:- all shipments 5Kg or less, capped at $18.50 ex tax,

ROAD EXPRESS

  • TO STREET ADDRESSES:- all shipments 5Kg or less, capped at $10.50 ex tax
  • TO POST OFFICE BOX NUMBERS:- all shipments 5Kg or less, capped at $16.50 ex tax,

Bulky parcels that weigh or cube out to over 5Kg will be calculated at shipment, and will be charged to you at our cost price. You will be notified of any extra charges thus generated after your order has been placed.

What is Combine and Save?

Shopping at saratogadist.com.au is all about maximising speed of deliveries so we use AAE (overnight Australian air Express) for most deliveries.

You can get free freight by spending more money in any one order.

What is your policy when items are RTS (Return To Sender)?

We ship all parcels to you using either AAE's overnight service or one of our suite of professional couriers. Our shipping carrier is chosen based on the nature of the product, its weight and size and where you are located. Every single parcel is sent with full transit insurance and every parcel is registered (ie it requires a signature on receipt).

If for whatever reason the carrier cannot get the parcel to you after a period of time (usually 10 days) they will return the parcel to us at our cost, which is effectively the cost to send the parcel to you plus in some cases a bit more.

If for any reason we have made an error which has resulted in us not sending the parcel to the correct address or we have nominated an incorrect service and the parcel has been returned to us, we will immediately re-ship it to you at our cost to your correct address and with the correct service.

If however, the parcel has been returned to us as a result of error or inaction on your part, and we incur additional charges for the return shipment and then for shipment back out to your advised address, then we reserve the right to pass these additional charges that we incur onto you, as a condition of sending the parcel back to you.

Examples of error or inaction are if you enter an incorrect or incomplete address (including not noting a company name where delivery is to a business address) or where you do not claim the parcel for more than 10 days from when the delivery driver leaves a card in your mailbox notifying you of their attempted delivery.

If you opt to cancel the order if the item is returned to us then we will refund you less all shipping costs incurred, a restocking fee and our storage and handling costs, so that we are returned to a zero loss position on the order.