Shipping Details

Purpose

This policy sets out how Valen Power dispatches and delivers goods: where we ship from, how freight is charged, what delivery timeframes you can expect, and what to do if a delivery arrives damaged or short.

This policy sits under the Valen Power Terms and Conditions. Where this policy and the Terms and Conditions differ, the Terms and Conditions apply.

Where we ship from

Valen Power holds stock across five locations. Your order is dispatched from the location holding the stock, which may mean an order is delivered in more than one consignment.

Where we ship to

• All Australian states and territories, including regional and remote sites.
• All of New Zealand, serviced from our New Zealand warehouses.
• International destinations by arrangement. We have supplied into Papua New Guinea and can arrange international freight on request. International shipments are quoted case by case – talk to your sales contact before placing the order.

Placing an order

Online orders

An account is required to add products to your cart at valen.com.au. Online orders are confirmed automatically where stock is available and the account is in good standing.

Account customers

Orders may be placed by email to our sales team and must include a purchase order or purchase order number. We will send an order confirmation once the order is processed.

Cash-on-delivery customers

Payment must be received and confirmed before your order is approved for dispatch.

Dispatch cut-off times

Cut-off times govern order processing. Actual dispatch also depends on stock availability, payment clearance and carrier collection times.

Stock availability and back orders

If an item on your order is not in stock, we will contact you with the expected arrival date and, where relevant, offer an equivalent product held in stock. You can choose to wait for stock, take the alternative, or split the order so available items ship immediately.

Where a back order is delayed after we have given you a date, we will contact you with a revised date. Custom-made and non-stocked items are ordered specifically for you and cannot be dispatched from stock.

Freight charges

Prices quoted by Valen Power exclude GST, freight and insurance unless stated otherwise. Freight is quoted per order and is payable by the buyer. We itemise freight separately on quotes and invoices so you can see the landed cost.

Freight arrangements vary by account. Some customers have negotiated freight terms in place. Ask your sales contact what applies to your account.

What drives your freight cost

• Weight and dimensions. Carriers charge on whichever is higher of dead weight or volumetric weight.
• Distance and destination. Regional and remote deliveries attract surcharges.
• Service level. Standard, express or palletised freight.
• Dangerous goods handling. Lithium batteries are classified as dangerous goods and require compliant packaging and carriage.
• Site requirements. Tail-lift, hand unload and timed-delivery windows are charged as requested.
• Order volume. Consolidated and bulk orders reduce freight per unit.

Charges that can be added after dispatch

Some carrier charges are only raised after delivery is attempted. Where these are incurred because a requirement was not disclosed at the time of order, they are passed on to the buyer at cost:

• Residential surcharges, applied by carriers to any non-business delivery address.
• Re-delivery fees where a delivery cannot be completed.
• Tail-lift or hand-unload charges where the service was used but not requested.

Telling us about your delivery site when you order is the single best way to avoid these.

Delivery timeframes

We advise an estimated dispatch date when you order. Once the order is collected by the carrier, we send you the consignment details and tracking number. The carrier provides its own estimated delivery date at that point.

Indicative timeframes from dispatch

If you need a delivery date before ordering, ask us and we will give you our best estimate for the delivery point. Delivery is carried out by third-party carriers and estimated dates cannot be guaranteed. Valen Power is not liable for loss arising from goods not being delivered by an estimated date.

Carriers

Valen Power selects the carrier and service level appropriate to the goods, destination and requested timeframe. Our Australian carriers include Mainfreight, Direct Freight, TNT and Toll. New Zealand and Western Australian orders are fulfilled through our third-party warehouse partners.

If you prefer your own carrier or freight account, tell us at the time of order and we will pack and release the goods for your carrier to collect.

Site delivery requirements

Battery and energy storage products are heavy. To avoid failed deliveries, re-delivery charges and surcharges, tell us at the time of order if any of the following apply:

• No forklift or loading dock on site, so a tail-lift is required.
• Restricted access — narrow streets, low clearance, gated or escorted sites.
• A required delivery window, or a site induction and booking process.
• A residential or otherwise non-business delivery address.

A tail-lift or hand-unload must be requested when the order is placed. Someone must be available to receive and sign for the goods at the delivery address.

Collection from our warehouse

All Valen Power locations accept customer collection. Select pick-up when placing your order, or tell your sales contact.

An urgency fee applies at our third-party sites where expedited packing is requested.

Risk and title

Risk in the goods passes to the buyer on delivery. Delivery occurs when the goods are actually delivered, whether or not the buyer accepts delivery. Title in the goods does not pass until they are paid for in full.

Buyers should hold appropriate insurance covering goods from the point of delivery. Where goods are delivered by a third-party carrier, Valen Power is not liable for damage or loss in the course of that delivery, and any claim is handled as set out below.

Damaged or short deliveries

Inspect every delivery on arrival, before you sign for it.

If the consignment looks damaged

• Mark the freight bill or consignment note “Damaged” or “Subject to Inspection” before signing. Both you and the driver must sign the delivery document.
• Photograph the consignment as delivered, before unpacking, and then photograph the goods.
• Contact Valen Power in writing within 48 hours of delivery.

If goods are missing

• Check the number of cartons and pallets received against the consignment note. Smaller batteries are packed multiple units per carton.
• Contact Valen Power in writing within 48 hours of delivery with your order number and what is missing.

What we do

We log the issue, investigate with the carrier or warehouse, and dispatch replacement goods. Where the claim is upheld, replacement goods are supplied at no cost and with no freight charge to you.

Claims must be notified in writing within 48 hours after delivery, or collection, as set out in our Terms and Conditions. Reporting outside that window limits our ability to recover from the carrier and may mean a claim cannot be accepted.

Dangerous goods

Lead-acid and lithium batteries are classified as dangerous goods for transport. We pack, label and consign these products in accordance with the Australian Code for the Transport of Dangerous Goods by Road and Rail, and the equivalent New Zealand requirements. Some carriers and service levels are not available for these products, and air freight is restricted.

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