Order Confirmation

As soon as you place your order you shall receive an order confirmation e-mail from us to confirm that we have received your order in our system and pre-authorised your credit card for the purchase.

We then confirm that your items are in stock and available for immediate shipment. If your items are on backorder or unavailable, we will void the pre-authorisation and reach out to you via e-mail. 

If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Getting Your Order Ready

If your order is in stock and we process the charges to your credit card, it will ship within one to five business days from the date of your order.

You shall then receive tracking information (if applicable) within 2 - 5 business days of your order leaving the warehouse to the e-mail address you provided when checking out.

If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@energymasta.com.au

Deliveries are sent during normal business hours, Monday to Friday and can take between 1 and 10 days to receive, pending on your location.

Purchases made on weekends and public holidays will be processed on the next business day.

Delivery of Your Order

We send all items via registered courier with tracking details so you can see just where your order is at any point in time. This ensures your item is safe and secure from us to you.

All orders require a signature upon delivery. We can send some orders ATL (Authority to leave) upon request however Energymasta is not liable for any damaged, lost or stolen items if you opt for ATL.

How Long Does Delivery Take?

Products are sent during normal business hours, Monday to Friday and from dispatch date, we expect most orders to be delivered between 2 and 10 business days, depending on your location and the location of the product. Some products are shipped directly from our third party warehouses throughout Australia.

Free Shipping Items

Selected products advertised with free shipping applies to metro city delivery areas only. Additional charges may apply to deliveries outside major city metro areas based on the delivery location postcode.

Bulky  Items

Items that are bulky are best delivered to a business address or a depot near you for pickup. This is because the freight companies we use to deliver your items such as TNT & Toll add extra surcharges to deliver bulky items to a home address.

At checkout, you will have the option to select a business address or home address for delivery. Home address delivery will incur an extra surcharge that is applied by the freight company.

To be able to give you the best possible shipping price bulky products will require you to assist the driver with off-loading via an offloading facility or forklift. If you are unable to assist please let us know and we shall arrange a tailgate truck delivery.

Areas That We Cannot Deliver To

Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. If our freight partners can't deliver to your address we will reach out to you via email or phone within 5 business days of your order to discuss options.

Deliveries to some areas may not be displayed accurately on our website. We may request an additional delivery fee to cover freight costs.

We also must have a physical address to deliver your items to. We cannot deliver items to a PO Box or Parcel Locker.

International Orders

Most of our products are made specifically for the Australian market and to Australian Standards, therefore, we recommend you check with your local authorities that the product is suitable before ordering.

We will happily ship our products to international customers. Due to the extremely wide variety of product dimensions, we will provide an up to date shipping price quote for you upon request. Simply send a quotation request to info@energymasta.com.au.

Should you wish to proceed after receiving a quotation we'll prepare an order for immediate payment through our ultra secure online payment gateway.

Delayed Delivery 

It is important to note that the estimated delivery date provided is only a guide and may still change due to unforeseen circumstances, like breakdowns, traffic, time constraints or time critical freight getting preference and the implementation of rigorous safety procedures due to COVID-19. Please be aware that this is in the hands of the courier companies we use to deliver your goods, and is completely out of our control. If you notice delays of more than 5 business days, please contact us and our friendly team will assist you to make an enquiry to the courier.

Although it can be very frustrating waiting for an item to arrive after its estimated delivery date, we cannot offer any refunds or replacements until the courier has deemed the item as lost in transit. This may take up to and in excess of 4 weeks from the initial order date.

Damaged Items

Upon delivery of the goods, you are required to inspect the product and report any noticeable damages on the same day of the delivery. Otherwise, accepting the delivery means you will be responsible for the possible return or repair of the item. 

Damaged Outer Packaging

We require that you take a photo of the heavily damaged outer packaging upon delivery. You may then refuse the acceptance of the delivery or contact us to report the damage the same day of the receipt of the goods. This is to be eligible for a free replacement.

Suspected Damage

For cases where there are slight damages to the packaging but you suspect that the items might still be intact, we require that you inform the driver and note "Possible Freight Damage" upon acceptance of delivery. Please take a photo and email this to us at info@energymasta.com.au the same day the goods are delivered. This is the way to minimise issues should there be a need to file for a claim later on.

Lost Items In Transit

If the courier company deems your items as being lost in transit then we will send a replacement item out at no extra cost to you.

Redelivery Fees And Authority To Leave

If you are not home to accept your order, a card will be left advising the next steps for re-delivery, there may be additional charges involved for this, especially for heavy items. If you opt for an authority to leave please note that once the freight has been delivered, the courier or Energymasta cannot be held responsible if the freight was damaged or goes missing from your property.

If anything is unclear and you still have questions please feel free to Contact Us.