Home - Shipping & Returns
This policy outlines how ToughCover container dome shelters and related products are delivered, collected, handled and returned.
Please review the following information before placing your order to help ensure safe and efficient delivery.
ToughCover products are supplied in heavy-duty crates and require suitable equipment for safe unloading.
Forklift Recommended
We strongly recommend having a suitable forklift available on-site for delivery.
A forklift generally provides the safest and most cost-effective unloading option and helps avoid additional carrier charges associated with specialised unloading equipment or failed delivery attempts.
Customers are responsible for ensuring:
• clear and safe access for the delivery vehicle;
• sufficient space for the truck to access and unload safely;
• suitable unloading equipment is available at the agreed delivery time; and
• any site-specific access restrictions are communicated to ToughCover before dispatch.
Unless otherwise agreed, delivery does not include positioning the crate within the Customer's property or installation of the Product.
If you do not have suitable unloading equipment available, please advise ToughCover before dispatch.
Depending on the delivery location and carrier availability, we may be able to arrange delivery using specialised unloading equipment.
Additional freight, handling or specialised vehicle charges may apply and will be advised where reasonably practicable before delivery is arranged.
Availability of specialised unloading services varies by location and is not guaranteed.
ToughCover kits are supplied in steel-reinforced crates with integrated fork pockets.
Once safely unloaded onto a suitable flat and hard surface, crates may generally be moved using an appropriately rated forklift or pallet jack.
Customers must ensure that any equipment used to lift or move the crate has sufficient rated capacity for the applicable crate weight.
Crate dimensions and weights vary by Product and should be confirmed before arranging transport or handling equipment.
Customers may arrange collection from our Melbourne warehouse where available.
For self-collection:
• the Customer is responsible for providing a vehicle or trailer that is legally and safely capable of carrying the relevant crate;
• crate dimensions and weights vary by model and should be confirmed with ToughCover before collection;
• ToughCover provides forklift loading assistance at the warehouse at no additional charge; and
• collection details and availability must be confirmed with ToughCover before arrival.
Please contact us at least 24 hours before collection to confirm the pickup location, time, crate dimensions and weight.
ToughCover may refuse to load a vehicle or trailer where the proposed transport arrangement is reasonably considered unsafe or unsuitable.
Any delivery, dispatch or arrival date provided by ToughCover is an estimate unless expressly confirmed otherwise in writing.
Freight schedules may be affected by carrier availability, weather, road conditions, port or shipping delays and other circumstances outside ToughCover's reasonable control.
We will use reasonable efforts to keep Customers informed of material delays that become known to us.
The Customer is responsible for ensuring that the delivery site is accessible and that suitable unloading arrangements are available at the agreed delivery time.
Where a delivery cannot be completed because of circumstances within the Customer's control — including unsuitable access, unavailable unloading equipment, an unattended site or incorrect delivery information — reasonable additional carrier charges for re-delivery, waiting time, storage or specialised handling may be passed on to the Customer.
Customers should inspect the crate and Products as soon as reasonably practicable following delivery or collection.
If visible transit damage is identified:
• note the damage on the carrier's delivery documentation where possible;
• take clear photographs of the crate, packaging and affected Product;
• retain the packaging and damaged components where reasonably practicable; and
• notify ToughCover as soon as possible, preferably within 48 hours of delivery.
Prompt notification assists ToughCover in investigating the matter with the freight carrier.
Where damage is not immediately visible, please contact ToughCover as soon as reasonably practicable after discovering it.
ToughCover will assess the circumstances and, where applicable, arrange an appropriate remedy.
The 48-hour notification request is intended to assist with freight claims and does not limit any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Because ToughCover products are large structural products involving significant freight and handling costs, change-of-mind returns are accepted only in limited circumstances.
A request for a change-of-mind return must:
• be made within 14 days of delivery or collection;
• relate to a Product that has not been installed, assembled, used or damaged;
• relate to a Product that remains complete and in its original packaging; and
• be approved by ToughCover before the Product is returned.
For an approved change-of-mind return:
• return freight and associated transport costs are the Customer's responsibility; and
• a restocking fee of up to 20% of the Product purchase price may apply to cover reasonable handling, inspection, repacking and restocking costs.
Custom-made, specially modified or specially ordered Products are not eligible for change-of-mind returns unless otherwise agreed in writing.
This section applies only to change-of-mind returns and does not limit the Customer's rights under the Australian Consumer Law.
Change-of-mind conditions, including the 14-day return period, original packaging requirement and restocking fee, do not apply where the Customer is entitled to a remedy under the Australian Consumer Law.
If you believe a Product is faulty, damaged, unsafe, not as described or otherwise does not meet an applicable consumer guarantee, please contact ToughCover with details of the issue and supporting photographs where reasonably available.
ToughCover may inspect or assess the Product before determining the appropriate remedy.
Depending on the circumstances and applicable law, remedies may include repair, replacement, refund or another remedy required under the Australian Consumer Law.
Where applicable law requires ToughCover to collect a large or heavy Product, or to reimburse reasonable return costs, ToughCover will meet those obligations.
Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Product warranty coverage, registration requirements, maintenance requirements and warranty claims are covered separately under our Warranty Information & Policy.
If you have questions about freight, unloading requirements, crate dimensions, vehicle suitability, pickup or returns, please contact us before placing your order.
ToughCover Pacific Pty Ltd
Phone: 0493 310 211
Email: info@toughcover.com.au
Last updated: September 2026
