Frequently Asked Questions
AWR Solutions offers free shipping Australia wide by road on all orders over $500.00 (Net Value). Freight on orders under $500.00 (Net value) are charged at a maximum of $25.00 (Inc GST). Exact freight costs will be displayed at checkout based on your delivery location.
All orders for 'In Stock' items placed before 2pm (QLD time) are dispatched the same day. 'In Stock' items are displayed with an 'In Stock' Status. Same day dispatch does not apply to pre-made balustrade wires, posts or bulky items.
Pre-Made Balutrade Wires are manufactured and dispatched or available for pick up within 24 hours (Monday - Friday). We will advise you when you order has been dispatched or is available for pick up from our Luscombe (Yatala) location.
Balustrade Posts are made to order, and are generally shipped within 5-7 business days. Exact timeframes can vary at peak times. At time of order we will confirm an ETA for your order.
Heavy/ Bulky Items require extra packaging and specialised Freight Services, which will incur extra charges. In general these items are dispatched with 24 hours. We will contact you with an exact ETA at time of order. Please also feel free to contact us with any questions.
To give you peace of mind when shopping with us, we accept returns within 60 days from the date of your order. We are happy to exchange for Credit, or Refund Items in new, unused and original condition.
At AWR Solutions, we can provide a Store Credit or a Refund at your request, where the returned item is subject to the following:
- The item is returned within 60 days from the date of the original order.
- Presents "as new" in appearance, be unused, have no signs of wear and tear, and must not be damaged.
- All returns MUST be authourised by AWR Solutions prior to goods being returned.
- When returning goods please include a copy of your receipt and the reason for the return.
If the above return criteria are not met, we may decline the return.
Exceptions to 60 day returns*Please note all dimensions given are meant as a guide only. Although we do our best to ensure these are accurate, they can vary slightly from shipment to shipment. If exact dimensions are important to the purchaser, they should be checked prior to purchase.
*Returns are not available for Special Order or Custom-Made products. This includes pre-made Balustrade Wires, Handrail Tubing, and Balustrade Posts.
*Returns are not available for Trex Decking and Trex Railing. We highly recommend requesting free colour samples prior to ordering. Please also read details on Trex's industry leading 25 year Warranty.
*For change of mind purchases the customer is responsible for all return and postage costs.
If there is an issue with your product, please contact us at firstname.lastname@example.org
Yes, we have Free In-Store Pick Up (Click & Collect)
Our Free In-store Pick Up (Click & Collect) is available from AWR Solutions at Unit 3/2 Aliciajay Circuit, Luscombe (Yatala), QLD, 4207.
In-store Pick Up is available Monday to Thursday 8:00am-4:30pm and Friday 8:00am-3:30pm.
For this option, select Pick Up (Click and Collect) in the checkout. We will contact you as soon as your order is ready for collection.
When your order is shipped you will get an email from us, including a link to your tracking details. Tracking will also be available in your customer portal
(Login and Customer Account Required).
Faulty ItemsAWR Solutions takes full responsibility for any faulty goods supplied. On the very rare occasion you have a faulty item that you would like Refunded, Repaired or Replaced, please contact us before sending the item back. If emailing regarding a fault, please attach pictures of the fault so the item can be assessed before a return is approved. In cases where a faulty item was received a pre-paid shipping label can be emailed to cover the return costs on the faulty item. Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty. Please contact us to assess the best course of action for your situation.
If your order is delivered damaged please take photos of the damage and email them to our customer service department before and after opening your package to ensure the correct procedure can be followed to rectifying the situation.
We're here to help if you have any questions or concerns about whether your item/s meet the above criteria, please Contact Us, we are happy to help.
You can Contact us via Email, Live Chat or by calling us on 1300 781 266.