SHIPPING AND DELIVERY POLICY

Effective date: 1st August 2026
Last updated: 6 August 2026
Version: 2.0

1. About this Policy

This Shipping and Delivery Policy applies to physical products purchased directly from Charge N Go Australia Pty Limited through our website, online store, telephone sales or another direct sales channel.

It applies to products such as:

EV chargers;
charging cables;
adapters and connectors;
communications equipment;
mounting equipment;
signage;
RFID cards and accessories; and
related EV charging hardware.

Different delivery arrangements may apply to equipment supplied as part of an installation project, managed-service agreement, commercial quotation or negotiated supply contract. Where separate delivery terms are included in a quotation or agreement, those terms should be read together with this Policy.

Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.

2. Our Details

Legal name: Charge N Go Australia Pty Limited
ABN: 35 656 295 171
Trading name: Charge N Go Australia
Website: chargengo.au
Email: support@chargengo.au
Telephone: 1800 940 799

3. Order Processing

We generally aim to process in-stock orders within one to two business days after:

payment has been received or approved;
any required fraud or identity checks have been completed;
the delivery address has been confirmed; and
all necessary order information has been provided.

Business days are Monday to Friday, excluding New South Wales and national public holidays.

Processing times do not include delivery time.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

Processing may take longer where:

the product is out of stock;
the order includes configured or customised equipment;
additional delivery information is required;
the order requires technical or compatibility confirmation;
the product must be transferred from another warehouse;
the product is being supplied directly by a manufacturer or distributor; or
the order is subject to export, security or payment checks.

We will contact you if we become aware of a material delay affecting your order.

4. Stock Availability and Backorders

Product availability displayed on our website may change before an order is processed.

Where an ordered product is unavailable or backordered, we may offer you:

a revised estimated dispatch date;
a suitable alternative product;
delivery of available items separately;
continued fulfilment when stock becomes available; or
cancellation and a refund of the affected product.

We will not substitute a materially different product without your agreement.

5. Domestic Delivery Within Australia

5.1 Standard delivery

For eligible in-stock products, standard delivery is generally estimated to take approximately three to five business days after dispatch.

This is an estimate only and may vary depending on:

the delivery location;
carrier availability;
the size and weight of the order;
whether specialised freight is required;
weather and road conditions;
public holidays;
peak delivery periods; and
events outside our reasonable control.

Deliveries to regional, rural and remote locations may take longer.

Where available, the applicable delivery estimate will be shown at checkout, included in your quotation or provided when we confirm your order.

5.2 Express or next-business-day delivery

Express or next-business-day delivery may be offered for selected products and eligible delivery locations.

This service is only available where:

it is displayed or confirmed as available for the relevant order;
the delivery postcode is within the carrier’s eligible service area;
the product is in stock at an eligible dispatch location;
the order is placed and paid for before the applicable cut-off time; and
the product does not require pallet, dangerous-goods or specialised freight.

Any applicable cut-off time and additional delivery charge will be displayed at checkout or confirmed before payment.

Next-business-day delivery refers to the carrier’s expected delivery service after dispatch. It is not guaranteed unless we expressly confirm a guaranteed delivery date in writing.

6. Shipping Charges

Shipping charges are calculated based on factors that may include:

delivery location;
product dimensions and weight;
number of packages or pallets;
carrier and service level;
residential or commercial delivery;
tailgate or unloading requirements;
insurance or specialised handling; and
international customs and documentation requirements.

The applicable shipping charge will be displayed at checkout, included in your quotation or confirmed before the order is finalised.

Prices displayed to individual consumers are inclusive of GST unless clearly stated otherwise.

Additional charges may apply where:

incorrect delivery information is provided;
a delivery is refused;
no authorised person is available to receive a delivery requiring a signature;
a carrier must attempt delivery more than once;
specialised access or unloading equipment is required but was not disclosed; or
the delivery location differs materially from the information provided when the order was placed.

We will seek to notify you before incurring an additional charge where reasonably practicable.

7. Delivery Addresses

You are responsible for providing a complete and accurate delivery address.

The address should include, where applicable:

the recipient’s full name;
company or site name;
street address;
building, unit or tenancy details;
delivery instructions;
contact telephone number;
access hours;
loading-dock information; and
details of any access or unloading restrictions.

We do not ordinarily deliver to PO Boxes or Parcel Lockers.

Certain small accessories may be eligible for delivery to a Parcel Locker where the option is expressly offered at checkout.

Please check your delivery details carefully before submitting your order.

Contact us immediately if you need to change the delivery address. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

A carrier redirection or re-delivery fee may apply where an address change is requested after dispatch.

8. Large, Heavy and Palletised Deliveries

EV chargers and related equipment may be delivered on a pallet or through a specialised freight service.

Before dispatch, we may ask you to confirm whether the delivery location has:

safe vehicle access;
an accessible loading dock;
a forklift or pallet jack;
an authorised person available to receive the equipment;
sufficient space for a freight vehicle;
suitable ground conditions; and
any required site induction or delivery booking arrangements.

Unless expressly included in the delivery service, standard freight delivery may be limited to kerbside or loading-dock delivery.

It may not include:

unpacking;
carrying equipment inside a building;
movement through lifts or stairs;
positioning equipment at the installation point;
installation;
electrical connection;
removal of packaging; or
disposal of old equipment.

Tailgate unloading or additional handling may attract an extra charge. Any known requirement should be disclosed when the order is placed.

You must not attempt to manually lift or move heavy electrical equipment without appropriate equipment, training and assistance.

9. Delivery and Receipt of Products

A signature may be required for delivery, particularly for chargers and other high-value products.

You should ensure that an authorised person is available to receive and inspect the delivery.

Where an authority-to-leave option is offered and selected, the carrier may leave the order at the nominated location without obtaining a signature. You should only select this option where the location is safe and secure.

Authority to leave may not be available for:

high-value equipment;
palletised deliveries;
certain commercial addresses;
international deliveries; or
orders requiring identity or age verification.

The carrier’s delivery scan, signature record, photograph or other proof of delivery may be used when investigating a delivery dispute.

Providing authority to leave does not remove any rights you may have where the carrier delivers the order to the wrong address or fails to take reasonable care of the product.

10. Tracking Your Order

Where tracking is available, we will send a dispatch confirmation containing:

the carrier’s name;
a tracking number or link; and
available delivery information.

Tracking information may take time to appear after the shipping label is created.

Some pallet, specialised freight, direct-from-supplier and international deliveries may not provide real-time tracking. In these cases, we may provide an estimated delivery date or carrier reference instead.

11. Split Deliveries

We may dispatch an order in more than one shipment where:

products are stored at different locations;
some items are available before others;
different freight services are required; or
splitting the order will avoid an unreasonable delay.

Where reasonably practicable, we will notify you that the order will be delivered separately.

You will not be charged additional shipping fees solely because Charge N Go chooses to split an order, unless the arrangement was requested by you and additional charges were disclosed and accepted.

12. Delivery Delays

Delivery dates and timeframes are estimates unless we expressly confirm a guaranteed delivery date in writing.

Delays may occur because of:

carrier disruptions;
severe weather;
road closures;
natural disasters;
industrial action;
power or telecommunications failures;
customs inspections;
stock or supplier delays;
peak delivery periods;
incorrect address information; or
other events outside our reasonable control.

Where we become aware of a material delay, we will take reasonable steps to:

notify you;
provide an updated estimate;
investigate the delay with the carrier or supplier; and
offer an appropriate solution where the product cannot be supplied within the agreed or a reasonable time.

Please contact us if your order has not arrived within a reasonable period after the estimated delivery date.

13. Missing or Lost Deliveries

If tracking indicates that an order has been delivered but you cannot locate it, please:

check the delivery location and surrounding area;
check with reception, building management, colleagues or other occupants;
review any carrier delivery photograph or notification; and
contact Charge N Go promptly.

We will investigate the matter with the carrier.

Depending on the outcome of the investigation and your rights under applicable law, we may:

locate and complete the delivery;
arrange a replacement;
provide a refund; or
offer another appropriate solution.

Charge N Go remains your point of contact for orders purchased directly from us. We will not require you to resolve a genuine lost-delivery claim solely with the carrier.

14. Products Damaged in Transit

Please inspect your delivery as soon as reasonably practicable.

If a product appears damaged:

do not install, connect or energise it;
retain the product and all packaging;
photograph the packaging before opening it, where possible;
photograph the damage and shipping label;
note visible damage on the carrier’s delivery record, where possible; and
contact us promptly.

For efficient investigation, we ask that visible transit damage be reported within seven calendar days of delivery. Reporting within this period helps us preserve carrier evidence and lodge a freight claim.

The seven-day reporting request does not limit any rights or remedies you may have under the Australian Consumer Law.

Do not return a damaged product until we provide return or collection instructions.

Where the product is confirmed to have been damaged before or during delivery, we will provide an appropriate remedy, which may include:

replacement;
repair;
collection;
refund; or
another remedy required by law.

Charge N Go will be responsible for reasonable return or collection costs where required by the Australian Consumer Law.

15. Incorrect or Incomplete Deliveries

If you receive:

the wrong product;
the wrong quantity;
an incomplete product;
a product with missing components; or
another person’s order,

please contact us promptly and do not install or use the affected product.

We may ask you to provide photographs, serial numbers, packing slips or other information so that we can verify the issue.

Where Charge N Go supplied the wrong or incomplete order, we will arrange an appropriate correction at no additional cost to you.

16. Installation Appointments

Delivery of equipment does not automatically include installation, commissioning or electrical work.

Where installation has been purchased separately:

the delivery and installation dates may differ;
equipment may be delivered before the installation appointment;
you are responsible for keeping the equipment secure before installation; and
installation remains subject to site readiness, electrical capacity, approvals and the terms of the relevant quotation or installation agreement.

Do not arrange irreversible site work solely in reliance on an estimated product delivery date unless Charge N Go has confirmed the relevant arrangements in writing.

17. International Shipping

Charge N Go may ship selected products to approved international destinations.

International availability will depend on:

the product;
the delivery country;
carrier availability;
manufacturer restrictions;
electrical and telecommunications standards;
export-control requirements;
import requirements; and
local product approvals.

International shipping charges and estimated delivery times will be displayed at checkout or confirmed before the order is finalised.

Unless expressly stated otherwise, the recipient is responsible for:

customs duties;
import taxes;
brokerage charges;
customs-clearance fees;
local inspection charges;
permits and approvals; and
compliance with local import and product-use requirements.

These amounts are not ordinarily included in the product or shipping price charged by Charge N Go.

Customs authorities may delay, inspect, open or refuse a shipment. Charge N Go does not control customs processing times.

Before ordering, you should confirm that the product can legally be imported, installed, connected and used in the destination country.

If an international shipment is rejected, refused or returned because of incorrect information, unpaid duties or a failure to satisfy local import requirements, we may deduct reasonable return freight, customs and handling costs from any refund, except where the problem was caused by Charge N Go or doing so would be inconsistent with applicable law.

18. Order Cancellations and Returns

Requests to cancel an order before dispatch are governed by the Charge N Go Australia Online Orders, Cancellations, Returns and Refunds Policy.

Once an order has been dispatched, it generally cannot be cancelled. You may request a return after delivery, subject to the conditions in that policy and your rights under the Australian Consumer Law.

Shipping charges may not be refundable for a voluntary change-of-mind return.

19. Australian Consumer Law

Products supplied by Charge N Go may come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Policy limits any right you may have where a product:

is faulty;
is unsafe;
is damaged before delivery;
does not match its description;
is not fit for its stated purpose;
is incorrectly supplied; or
is not delivered within an agreed or reasonable time.

Our voluntary shipping, reporting and return procedures operate in addition to, and not in place of, your statutory rights.

20. Contact Us

For delivery enquiries, tracking assistance, damaged products or missing orders, contact:

Charge N Go Australia Pty Limited
ABN: 35 656 295 171
Email: support@chargengo.au
Telephone: 1800 940 799
Website: chargengo.au

Please provide:

your name and contact information;
order or invoice number;
delivery address;
tracking number;
a description of the issue; and
photographs or supporting information where relevant.