Shipping policy

 

Thank you for shopping with Telos Warehouse. This policy explains how we process and deliver your order. Please read carefully before placing your order.

By purchasing from Telos Warehouse, you acknowledge and agree to this policy.


Order Processing

  • Orders are processed upon confirmation of full payment.
  • A confirmation email will be sent after checkout, followed by a shipping notification with carrier details and tracking once dispatched.
  • Orders are dispatched from our local facility or a partner warehouse.
  • Telos Warehouse reserves the right to split deliveries based on stock location or product availability.

Processing time is generally 5-8 business days, however, longer lead times may apply during peak periods or for large or special orders.

United States:
Shipping is available across California and the US West Coast. Freight cost based on order size and delivery ZIP code. Typical transit time: 5-8 business days after dispatch.

 

Delivery Coverage

Telos Warehouse delivers to the state of California (and Australia-wide).

Delivery times and costs vary depending on destination, carrier schedules, order size, and accessibility.

  • Deliveries to remote or regional areas may incur additional freight charges or longer transit times.
  • International delivery may be arranged upon request; duties, taxes, and import charges are the responsibility of the customer.

 

Processing & Delivery

  • Orders are usually dispatched within 2–6 business days.
  • Delivery times vary depending on location, item size, and carrier schedules.
  • We deliver to the state of California (and Australia-wide). Remote or regional areas may require additional time and cost.
  • The phone number provided on your order will be used as the delivery contact unless you specify otherwise.

 

Delivery Method & Responsibility

A. Parcels (Boxes & Satchels)
  • Standard parcels are shipped with Authority to Leave (ATL) unless otherwise requested in writing before dispatch.
  • Ensure your delivery address is accurate and accessible.
  • Telos Warehouse is not liable for loss, theft, or damage resulting from an incorrect address or unattended delivery.
  • Signature on delivery can be requested for an additional fee.
B. Palletized or Oversized Building Materials

These shipments follow strict carrier and safety requirements:

  • Delivery is curbside only at the nominated address.
  • The site must be safe, accessible, and flat for unloading by truck or forklift.
  • Customers must provide appropriate unloading equipment or labour (e.g., forklift, pallet jack, crane, or team).
  • Drivers do not provide manual unloading under any circumstance.
  • An authorized person must be present at the site to sign for and accept delivery.

If delivery fails due to site inaccessibility, missing personnel, incorrect address, or lack of equipment, re-delivery or futile freight fees will apply.

Additional charges may apply for:
  • Waiting time beyond standard unloading allowance
  • Delivery address changes after dispatch
  • Equipment hire or manual handling assistance
  • Reconsignment or redelivery attempts

 

Local Pickup

  • Pickup is available by prior arrangement.
  • A valid government-issued photo ID and order confirmation are required.
  • Telos Warehouse must be notified in writing if another party is collecting the order.

 

Depot Collection (Recommended Option for Heavy Freight)

Customers without unloading equipment may request depot collection.

When available, your shipment will be sent to the nearest participating freight depot.

  • You will be notified once the order is ready for collection.
  • Collection must occur within 3-5 business days of notification to avoid storage fees.
  • A valid government-issued photo ID and order confirmation are required.
  • Risk and responsibility for goods transfer to the customer upon collection.

 

Risk & Title

All goods remain the property of Telos Warehouse until full payment is received.

Risk of loss or damage passes to the customer:

  • Upon delivery at the nominated address; or
  • Upon collection from a depot, warehouse, or third-party carrier.

Telos Warehouse is not responsible for damage, delay, or loss caused by:

  • Third-party freight providers
  • Unattended delivery addresses
  • Natural events or carrier scheduling disruptions

 

Damaged or Missing Items

Inspect all goods immediately upon delivery.

If an item is damaged, defective, or missing, you must:

  1. Note it on the delivery docket (if applicable).
  2. Photograph the goods and packaging immediately.
  3. Email info@teloswarehouse.com within 24 hours of delivery with your order number and photos.

Claims lodged after 24 hours may not be eligible for review.

Telos Warehouse will assist in resolving legitimate claims with the carrier, but responsibility for transit damage lies with the freight company once goods have been dispatched in good condition.

For all deliveries within the United States, any transit damage must be documented upon arrival and reported within 24 hours of delivery.

 

Delivery Delays

Delivery dates provided are estimates only.

Delays may occur due to:

  • Weather, road, or traffic conditions
  • Carrier network issues
  • Customs clearance (for international shipments)
  • Peak season or public holidays

Telos Warehouse will not be liable for loss or damages resulting from delivery delays beyond its control.

 

Standard Parcels (Satchels & Boxes)

  • All parcels are sent with Authority to Leave unless you request otherwise.
  • Please provide an accurate and accessible delivery address.
  • Telos Warehouse is not responsible for delays, loss, or damage caused by incorrect or incomplete address details.


Palletized & Large Building Materials

  • Delivery is curbside only at the nominated address.
  • Designated delivery site is accessible and at least one appropriately authorized person is on site to accept the order.
  • Customers are responsible for unloading and handling. The customer must provide suitable equipment or labour (e.g., forklift, pallet jack, crane, or unloading team).
  • Drivers do not provide manual unloading.
  • Extra charges may apply for re-delivery, site access issues, waiting time, equipment hire, or changes made after dispatch.

  • Failure to meet these conditions may result in additional charges, including futile delivery costs, waiting time fees, and/or return freight.

 

Delivery Delays

Delivery dates provided are estimates only.

Delays may occur due to:

  • Weather, road, or traffic conditions
  • Carrier network issues
  • Customs clearance (for international shipments)
  • Peak season or public holidays

Telos Warehouse will not be liable for loss or damages resulting from delivery delays beyond its control.

     

    Shipping Fees

    • Shipping costs are calculated at checkout or quoted prior to dispatch.
    • Freight charges are non-refundable unless the product is shipped in error.
    • Any re-delivery, waiting time, or access issue fees will be charged to the customer.

     

    Damage in Transit

    • Inspect deliveries immediately upon arrival and photograph any damage.
    • Report damage to the carrier within 24 hours and retain all packaging.
    • Claims for transit damage must be made with the carrier. Telos Warehouse will assist with documentation where possible.

     

    Returns

    For further requests, refer to our Return Policy.

    Returns without written approval or outside the policy terms will not be accepted.

     

    United States (West Coast / California)

    Orders are fulfilled via freight carriers. Delivery timeframes typically range from 5-8 business days depending on location and order size.
    Freight is arranged based on order requirements and may take longer than typical lead times.


    Contact

    If you have questions about this policy or need assistance, please contact us at: info@teloswarehouse.com.

     

    Agreement

    By placing an order, you confirm you have read and understood this Shipping Policy and agree to the delivery conditions stated herein.