AWR Solutions Shipping and Returns Policy
Shipping and returns
Fast dispatch across our entire range, Australia wide. Same-day dispatch on in-stock items ordered before 2pm, subsidised freight on orders over $500, and a 60-day returns policy.
Road freight
Freight costs have risen sharply across the country, and absorbing those increases is no longer viable. Our freight structure is built to be fair, clear and simple to follow — subsidising freight on larger orders, and keeping local Queensland deliveries lower in line with what they cost us to deliver.
Freight is calculated when your order is placed and shown as a separate line on your quote or invoice. All rates on this page are ex GST.
| Order value (ex GST) | QLD Local | Interstate |
|---|---|---|
| Orders under $500 | $22.00 | $38.00 |
| Orders $500 & over | $16.00 | $26.00 |
| Posts | $45.00 | $45.00 |
QLD Local
Brisbane, Gold Coast and Sunshine Coast.
Interstate
All other areas, including the rest of Queensland.
Subsidised rates on orders $500 and over. Orders of $500 and over (ex GST) attract our subsidised freight rates. There is no longer a free-freight threshold, so freight is charged on every order — which means consolidating into fewer, larger orders is the easiest way to keep your total freight down.
How freight is applied to your order
- Freight is charged per order, based on the order value and the delivery zone.
- The Posts rate applies to orders containing posts, and is the same for QLD Local and Interstate.
- Items that fall under bulk & pallet freight are quoted separately.
- We are unable to deliver to PO Boxes. Contact us if you cannot provide a physical address and we will work to find a solution for you.
We use a range of reliable couriers including Couriers Please, StarTrack and Toll. Full tracking is supplied at time of dispatch.
Air freight
Air freight is available on request when you need delivery faster than road freight allows. Rates are charged on total consignment weight. Orders are delivered to most main centres overnight, with delivery taking slightly longer to remote locations.
| Consignment weight | QLD | Interstate |
|---|---|---|
| Up to 1 kg | $22.50 | $22.50 |
| Up to 3 kg | $25.50 | $25.50 |
| Up to 5 kg | $37.50 | $37.50 |
| Up to 10 kg | $69.50 | $89.50 |
| Up to 20 kg | $137.50 | $167.50 |
Bulk & pallet freight
Bulk and pallet freight is quoted separately, as it always has been. It applies to:
Over 20 kg
Any individual item weighing more than 20 kg.
Over 1 metre
Anything longer than 1 metre.
Palletised
Anything that needs to be packed on a pallet.
In practice this covers items such as chain, wire rope, handrail tube, glass panels and Trex decking. Send us your requirements and we'll quote the freight before your order is dispatched, so there are no surprises.
Keeping your freight costs down
- Consolidate your orders. One larger order attracts the subsidised rate; several small orders each carry their own freight charge.
- Reach $500 ex GST. Crossing the threshold reduces road freight from $22 to $16 (QLD Local), or $38 to $26 (Interstate).
- Plan ahead where you can. Road freight is materially cheaper than air freight, so ordering with a little lead time is the lower-cost option.
All rates are current as at July 2026 and are subject to change — the rate applied is the one in effect when your order is placed.
Order dispatch
All orders for in-stock items placed before 2pm QLD time are dispatched the same day. In-stock items are marked with an "In Stock" status.
Australia's fastest swaging service — factory swaged balustrade wires ordered before 2pm are manufactured and dispatched, or available for pick up, the next business day.
We will let you know when your order has been dispatched or is available for pick up. Same-day dispatch does not apply to pre-made balustrade wires, posts or bulky items.
We have a huge range of systems in both BlackEtch finish and bright finish stainless steel to suit almost any situation.
Balustrade posts
Made to order and generally shipped within 5–7 business days. Timeframes can vary at peak times — we confirm an ETA at time of order.
Heavy and bulky items
Require extra packaging and specialised freight, which is quoted separately. Generally dispatched within 24 hours, with an exact ETA confirmed at time of order.
AWR Solutions has swaged and supplied 1 million+ metres of wire balustrade in Australia. We guarantee that the wires we manufacture will be a perfect fit for the measurements you supply, or we will re-make the wires or refund the purchase price.
We require measurements in writing by email, or entered into our online wire balustrade calculator. We highly recommend double checking your measurements before submitting, and measuring the top and bottom of your posts for any variances.
Estimated delivery times
Estimated transit time from dispatch. Weekends and public holidays are not counted.
| Destination | Estimated delivery time from dispatch |
|---|---|
| Queensland — Gold Coast, Brisbane, Sunshine Coast | ½–1 working day |
| Queensland — all other areas | 1–2 working days |
| New South Wales | 1–2 working days |
| Australian Capital Territory | 1–2 working days |
| Victoria | 2–3 working days |
| South Australia | 2–3 working days |
| Tasmania | 5–7 working days |
| Western Australia | 6–8 working days |
| Northern Territory | 6–8 working days |
Free in-store pick up
Free click & collect is available from AWR Solutions at Unit 3, 2 Aliciajay Circuit, Luscombe QLD 4207.
Pick up hours: Monday to Thursday 8:00am–4:30pm, Friday 8:00am–3:30pm.
Select "Pick Up (Click and Collect)" at checkout and we will contact you as soon as your order is ready for collection.
International shipping
We offer a range of international shipping options. All international orders are assessed case by case — please contact us with your requirements.
Order status and tracking
When your order ships you will receive an email from us including a link to your tracking details. Tracking is also available in your customer portal (login and customer account required).
Things to consider
- Weekends do not count towards delivery times. All lead time estimates are in business days and exclude public holidays.
- We can't guarantee it, but even if you order after 2pm we will do our best to have your order dispatched the same day.
- Same-day dispatch does not apply to pre-made balustrade wires, posts or bulky items.
- Only in-stock items are subject to our same-day dispatch.
Returns policy
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.
We can provide an AWR Solutions store credit or a refund, at your request, where the returned item meets the following criteria:
- The item is returned within 60 days from the date of the original order.
- It presents as new in appearance, is unused, has no signs of wear and tear, and is not damaged.
- All returns are authorised by AWR Solutions before the goods are returned.
- A copy of your receipt and the reason for the return are included with the goods.
If the above criteria are not met, we may decline the return.
Exceptions to 60 day returns
- All dimensions given are a guide only. Although we do our best to ensure they are accurate, they can vary slightly from shipment to shipment. If exact dimensions are important, please check before 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 before ordering, and reading the details of Trex's industry leading 25 year warranty.
- For change of mind purchases, the customer is responsible for all return and postage costs.
At AWR Solutions we take pride in offering our customers a quality product. If you are not 100% satisfied with your purchase, you may return it to us in line with our returns policy for a full refund, store credit or exchange.
We recommend sending returns via registered post or tracked courier, as we do not accept responsibility for lost items.
Upon receiving your return we will assess your items and process a store credit or a refund, paid back via your original payment method or as otherwise agreed.
Exchange or credit
An AWR Solutions store credit lets you purchase through your AWR Solutions account for items in stock, and gives you access to all of our payment options should your order total exceed your credit amount.
Special order items
Products that are specially ordered non-stock items, custom made, bulk quantity, or corporate special orders cannot be exchanged or refunded.
Faulty or damaged items
AWR Solutions takes full responsibility for any faulty goods supplied. On the rare occasion you have a faulty item you would like refunded, repaired or replaced, please contact us before sending the item back.
If emailing about a fault, please attach pictures so the item can be assessed before a return is approved. Where a faulty item was received, we can email a pre-paid shipping label to cover the return costs. Faulty items may be returned outside the regular returns timeframe providing the item is still under warranty.
If your order is delivered damaged, please take photos of the damage before and after opening your package and email them to sales@awrsolutions.com.au so the correct procedure can be followed to rectify the situation.
Questions about freight on your order?
Our team is happy to talk through the best freight option for your job, confirm a bulk or pallet quote, or help you consolidate an order to bring the freight down.
Call us on 1300 781 266
Or email sales@awrsolutions.com.au
Contact us