FAQs, shipping & returns

We like to make working with Apex Display easy, and this page covers what you need to know about ordering, delivery and returns. Our full Terms and Conditions of Trade, which apply to every order, are available here.

Shipping and delivery

When will my order be dispatched?
In-stock orders placed by 12pm AEST are dispatched the same business day. Orders that include made-to-order or order-in items are dispatched in full once those items are ready, in line with the lead time shown on the product page or your quote. Lead times are estimates, and we’ll let you know as soon as possible if anything changes.

Where and when do you deliver?
Our courier partners deliver Australia-wide, Monday to Friday, 9am to 5pm, excluding public holidays. Delivery times depend on your location, and as delivery is in our couriers’ hands, we can’t guarantee a delivery date.

Can I collect my order?
Yes. You can collect from our Tingalpa premises during business hours.

I need my order by a certain date. Can you help?
Please let us know before you order and we’ll check whether our couriers can meet it. If you’re planning around a store opening, talk to us early. We can get busy, and our made-to-order items are built to high quality standards, so early notice gives you the best chance of meeting your timeline.

Can part of my order be sent sooner?
We aim to send orders in full. If you need part of an order sooner, we may be able to send it separately, but additional charges may apply.

What should I expect on delivery day?
Larger orders are often palletised to a ground-level receiving point, and couriers may not bring goods in-store. Please give us accurate delivery instructions and have someone on site to receive the delivery, as our products are often bulky. If no one is there, the courier may leave the goods in a safe place or charge for redelivery.

What if my site has access restrictions or isn’t ready?
Let us know at least 2 business days before dispatch about any delivery needed outside 9am to 5pm, any access restrictions (such as shopping centre or loading dock rules), or if your site won’t be ready. If a delivery can’t be completed, the courier’s redelivery and storage charges will be passed on to you.

What if my order arrives damaged or something is missing
Goods travel at our risk until they’re delivered. Note any damage or missing packages with the driver, sign for the goods as “Subject to Checking” (STC) and take photos. Then let us know in writing, with photos, within 2 business days and we’ll put it right. Any other defect you can see must be reported within 5 business days of delivery.

Returns and warranty

Can I return something I no longer need?
Stock items can be returned within 30 days of delivery if unused, in their original packaging and resaleable. A 20% restocking fee applies, and return freight is at your cost.

Can I return made-to-order or order-in items?
Unfortunately not. Much of our range is made to order locally, and these items are made or ordered specifically for you, so we can’t accept change-of-mind returns on them.

How do I return something?
Contact us first on 1800 111 488 or [email protected] with your order or invoice number, and photos for damaged or faulty items. Please don’t send goods back until we’ve confirmed your return. Then send them with your delivery docket or invoice to Apex Display, Unit 2/19 Proprietary Street, Tingalpa QLD 4173.

Will I get a refund?
Once we’ve received and checked a change-of-mind return, we’ll refund you, credit your account or arrange an exchange.

What if something is faulty?
You’re covered by the Australian Consumer Law and, where it applies, our Manufacturer’s Warranty. If goods were incorrectly supplied, we’ll arrange return freight. If something is faulty, we’ll repair, replace or refund in line with the law. If a fault appears later, let us know as soon as possible so we can inspect it.

Ordering and payment

Who can order from Apex Display?
We supply businesses only, so you’ll need a valid ABN to order.

Is there a minimum order?
Online orders have a $100 minimum (excluding GST and freight). For smaller orders, please contact us. A $10 (excluding GST) administration fee applies.

How long is my quote valid, and when is my order confirmed?
Quotes are valid for 30 days unless the quote says otherwise. Your order is confirmed when you approve a quote, send a purchase order, order online or confirm in writing.

What’s included in my order?
Exactly what’s listed in your order or accepted quote. Please check all items, quantities, finishes and dimensions before you order, as anything not listed isn’t included. Our terms apply to every order, regardless of any terms and conditions on your purchase order, unless we agree otherwise in writing.

When do I pay?

How can I pay?
We accept card, EFT and approved credit accounts, with no card surcharges. Prices are in AUD, excluding GST and freight.

I’m paying by EFT. When will my order be processed?
Once the payment has cleared in our account. A remittance alone isn’t enough, and some banks hold payments to a new payee, so if you need in-stock items quickly, paying by card is fastest.

How do I open a credit account?
Apply for a credit (trading) account at apexdisplay.com.au/trading-account. Approval is at our discretion.

What happens if an invoice is overdue?
Please pay by the due date to avoid suspension of supply and interest charges.

Made-to-order goods

When does production start?
When we begin manufacturing your order, which includes scheduling the work and allocating labour.

Can I change or cancel a made-to-order item?
Because these goods are made specifically for you, changes or cancellations after production starts may not be possible. Where we can accommodate them, costs may apply depending on how far your order has progressed.

Who is responsible for measurements?
We use the measurements you give us to design and quote your solution, so please make sure they’re accurate. You’re responsible for the measurements you provide.

Installation and designs

Do you install?
We supply goods only, unless installation is agreed in writing. You’re responsible for installation, and for making sure walls and floors can take the load. Our Care & Maintenance Guide (apexdisplay.com.au/care-maintenance) lists load limits for each product.

Can I share your designs and drawings?
Our designs and drawings remain ours. Use them to get approvals and to install goods we supply, but please don’t share them with other suppliers.

Still have a question? Call us on 1800 111 488 or email [email protected].