FAQs

All orders are shipped either flat packed (not assembled), semi assembled or fully assembled, depending on the most freight-effective option, to avoid damage during transportation and keep your delivery costs down to a minimum. Some products are available in a number of specific quantities for freight-effectiveness and so that we can pass on the best prices to you.

All products will be boxed in individual cartons, except for larger quantities that may be stacked on trolleys. When your order involves larger quantities items may be shipped in a crate or on a pallet for a lower freight cost - we will outline this as an option when you add to cart, as you will need to acknowledge that you have the facilities required to receive the crate/pallet.

Assembly of products and removal of your order from the shipping crate may require some basic tools, including a box-cutter, a screwdriver or battery drill - please note these are not included, and you will need to supply these yourself.

Our shipping service is to ground level only and large pallets or crates may need to be hand unloaded if they will not fit through doorways - please make sure you have assistance to help you unload as this is not included in our standard shipping service. If you do not have assistance to help unload or access to a forklift please advise when placing the order and we can provide you with an on-site tailgate unloading delivery price, this is a special service which will enable the pallet to be safely unloaded by the driver and the goods unpacked on site and placed on the ground level.

If you require the goods to be delivered to an upper level please advise us when placing your order so we can arrange a quote for this service. Depending on the size of the items you have ordered, your order may need to be delivered in a large truck please advise us when ordering if your delivery location has any vehicle size restrictions. Removal of pallets and crates once the goods have been delivered can be arranged for a small cost POA, please email info@vefonline.com.au if you would like a quote for this service.

Any products that require assembly include simple instructions either in the box or on the product page of the website.

By close of business on the day your order has been dispatched, you will receive an email from our customer service subdivision with full tracking details and information so that you can monitor your order online and in real time.

We are unable to deliver to a PO Box as all items are sent via our Australia-wide courier system. Please ensure that you provide a residential or business address during the checkout stage of your online order.

It is necessary for someone to be available to accept delivery as we use a secure courier service that requires a signature on delivery as proof that the items were successfully delivered. The express delivery service with electronic tracking enables us to offer reduced freight costs, this automated service will not allow for phone calls prior to delivery.

For your convenience, we recommend having your order sent to your work address - if being at home during business hours is not an option. Furthermore, our carriers provide a door-to-door service, which does not include carrying the items inside, carrying items up stairs, placement, or removal of packaging. If your order includes larger items or you are not comfortable carrying your items, we suggest having an additional person at the delivery address to assist with the placement of your items inside. When no one is available to take receipt of the goods the freight company will leave a call card so they can be contacted directly and another delivery time arranged.

Unfortunately we are unable to offer payment upon delivery as our couriers are not equipped to receive payments. The full payment is required before your order will be processed.

YES, we can deliver to upper levels. Our standard shipping service is to the ground floor but if you require the goods to be delivered to an upper level please check the upper level special delivery pricing either in the delivery estimator or the checkout. Please note that these upper level prices and services are based on there being a lift in the building if your building has stairs only and you need your items taken up a few levels (more than 1) please let us know in the comments when placing your order as this will need to be quoted separately. Depending on the size of the items you have ordered your order may need to be delivered in a large truck with the correct manual handling equipment please advise us if your delivery location has any vehicle size restrictions

We deliver Australia wide from metro areas to regional and remote destinations. The only island we deliver to as standard is Tasmania if you are on an Island please contact us for a quote info@vefonline.com.au. If your location is on the mainland and has easy access for general carriers we can deliver to you. If your delivery address/location is on an island or requires a boat/ferry/plane to access and doesn’t have a general freight run please email us your location details and postcode so that we can provide you with a special freight quote.

Please note that if you are located in an area that requires special delivery service using a boat/ferry/plane, the website may calculate a freight price but this will be checked by our team prior to us dispatching the order. The reason for this is that some small items can be sent via parcel mail, but larger items require a different method and need to be quoted up on an order by order basis. If you are not sure please email us at info@vefonline.com.au and we will be glad to assist you.

Yes we have a click and collect option available from our main warehouse in Melbourne, Victoria on selected products in our range, you will need to put the items onto the shopping cart or use the shipping estimator to confirm if the click and collect is available for the items you require. This means you can order the items online and collect them from the warehouse when they are ready. This will save you freight costs and also enable you to collect on a day that suits you. Your order needs to be placed online and paid for prior to any collection.

When the items have been picked at the warehouse you will get a call to confirm they are ready for collection and given the collection location.

All products include a minimum 12 months

See specific warranty details.

VEF Online is committed to the excellence of our products and providing first class customer service coupled with unbeatable value. A very responsive after sales department is available to help you with any queries after your purchase. Most issues are resolved within 48 business hours.

To make a claim, you will need to fill in our claims and returns form to notify our team of an issue, accompanied with images (as clearly detailed as possible of the product/s and proof of purchase), along with a brief outline/description of what you think the problem or fault is.