Delays in Shipping due to infrastructure damage and COVID

Extended delays in deliveries to WA and NT are expected due to the ongoing impacts of flooding and rail line closures. The roads to Darwin and road trucks are being diverted up through NSW across QLD, which is adding 2-3 days travel time. 

Please see the following updates from our courier partners:

  • Aus Post: Freight on trains is stuck on the network, may be stranded until the line reopens. Still servicing WA and NT by road but major delays are expected
  • Toll: Have diverted most of the WA and NT freight from the east coast to road linehaul
  • Hunter: Container got through the network, but no traceability to consignment level for what they have loaded on the rail
  • Allied Express: 
    • Pickup and delivery fleet of, cutting down to 40% operation due to COVID-19
    • The rail line from Adelaide and Darwin to Alice Springs is still closed and is not expected to open until 17 February. The current backlog in Adelaide will be redirected via Sydney to Darwin with an expected arrival into Alice Springs on 14 February 
  • Other partners: Will be using road services into WA, but with WA rail services suspended this will put extra pressure on the road transport network

Below is the latest reopening update for the road/rail line into Darwin:

  • Road line: Will be reopened on 13 February. When the road reopens, there will be a backlog of freight affecting operations. Large volumes of freight may take over two weeks to sort and clear
  • Rail line: Could be down now until the 28 February, still waiting for further notice

Due to the above circumstances, we ask that no queries/tickets be raised for WA/NT consignments till 1st March 2022 as we are unable to offer any further information/guidance at this time.

Thank you for your understanding and ongoing support while we navigate this unforeseen situation.

NORMAL SHIPPING INFORMATION


The orders placed before 8 am (AEST) will be dispatched within 24 to 48hrs (Business days only). 

 

Location

Business Days

Victoria (Melbourne Metro)

1 – 3

New South Wales (Sydney Metro)

3 – 4

Queensland (Brisbane Metro)

3 – 4

South Australia (Adelaide Metro)

3 – 4

Western Australia (Perth Metro)

5 – 6

Tasmania

3 – 4

Northern Territory

5 – 7

Visit Auspost Calculator for estimated delivery times outside this table

 

NOTE:

The processing of an order starts only when the payment for an order has been made in full. The orders are dispatched usually within 24 to 48hrs (Business days) after receipt of cleared payment. 

The data shared is only estimated and cannot be used to guarantee a delivery on a specific date or time. However, you can always reach out to the courier company to get updates on the order once it is dispatched. 

The delivery timeframes are expected to be affected due to health/climate or miscellaneous circumstances. Hoydan will be playing its role critically in dispatching the products to our customers, however, for a delay in these situations your patience is highly appreciated. 

 

Delivery Issues

Transit Issue/No Tracking update

The tracking number is provided to you once the package has been dispatched from our warehouse. The tracking number will come live and show movements of the package only when it gets scanned by the courier company in the depot or parcel facility. Please note, in case the tracking is not showing up any updates after 48hours please contact us immediately so that we can reach out to the courier company and get it resolved to ensure you have a good customer satisfaction. 

Product undeliverable

A product can be undeliverable due to multiple factors, our team will contact you through email to resolve the matter. 

Returned to Sender (RTS)

If a product has been RTS, it may be because of the following reasons, 

Invalid address: 

Please make sure the address provided by the customer is always correct. HOYDAN does not hold the responsibility for address validation at our end. If the product gets Returned to Sender due to an invalid address then a re-delivery cost will incur. If the customer wants a refund, then a one-way shipping cost along with 15% restocking fees will be deducted. 

Delivery Rejected by Receiver: 

If the item is rejected by the receiver, then the order is considered as a change of mind following which shipping, as well as restocking fees, will be deducted. Please note, if an order is a gift purchase, it will be considered the same way as normal orders. 

Unsuccessful Delivery: 

By default, the packages will be dispatched with the status "Authorized to Leave (ATL)". However, this cannot be the case if the product value is high or if the courier company delivery driver does not find a safe place to drop off the package. In such cases, the package will be taken back either to the post office or depot or a parcel collection centre of the carrier company after leaving the calling card in the mailbox. It is the customer's responsibility to monitor the tracking of the package and contact the courier company immediately if they have missed the delivery. A re-delivery cost will incur. 

 

Remote Areas / Free Shipping Exempted Postcodes

Effective from 20/01/2022

NSW – Regional

2264-2281, 2311-2484, 2487-2499, 2533-2554, 2575-2599, 2621-2639, 2642-2647, 2649-2707, 2710-2714, 2716, 2720-2730, 2787-2789,2830,2794,2619,2800,2877,2795,2850

VIC – Regional

2648, 2715, 2717-2719, 2731-2739, 3221-3334, 3300, 3342-3349, 3351-3352, 3357-3426, 3444-3688, 3691-3749, 3812-3909, 3921-3925, 3945-3974, 3979, 3984-3999, 3228

QLD - Regional Near

4309-4453, 4580-4693,4350

QLD - Regional North

4803, 4806-4999, 9961-9998

SA – Regional

2880-2889, 5201-5749

WA - Regional South

6215-6700

WA - Regional North

6701-6797

TAS – Regional

7020-7049, 7054, 7109-7150, 7155-7171, 7173-7247, 7255-7257, 7330-7799, 7140

NT

0800-0999

HOYDAN carries out the best possible efforts to deliver the packages to our customers irrespective of the location without considering the profit margins. However, if there is any postcode which is incurring additional loss and is not mentioned in the table above we will contact you through email and get it resolved as a mutual decision. Our team will highlight the shipping cost and will request the cancellation of the order. This strategy is opted to ensure most of the postcodes in Australia are delivered free.