Delivery Terms and Conditions

Manufactured Orders

If not in stock your order may need to be manufactured please allow 3 to 5 weeks. If you require a specific delivery date please note this in the delivery instruction and we will do our best to accommodate your request.

Changing Your Order

Athlegen is not a standard retailer/manufacturer; many of the products offered for sale are manufactured to order by Athlegen in Australia.
Our website is designed to provide our customers with a guide to our manufacturing capabilities; we offer a plethora of customisation options with the majority of our product ranges, e.g. table width, upholstery colours, cushioning options, and table enhancements etc. 

These huge choices offered by Athlegen necessitate Athlegen building to specific customer orders and for this reason once manufacture of your order has commenced, or specialty components or raw materials have been ordered, a refund may not be possible.
If you wish to change your order, you will need to contact the customer service as soon as possible after placing your order. This is because we start processing the order as soon as the order confirmation email is sent. This enables us to provide you with the quickest possible service.
Please note that changing your order may incur additional charges.

Delivery

You may select one of the following delivery services offered by Athlegen. 

Standard delivery - all products

The most economical option is for a one man delivery service taking your purchased product from one of our warehouses to the ground floor, front entry of your nominated address.

This service does not include unpacking, delivery to a room within your premises or removal of packing materials.

Smaller parcels may be sent via Australia Post. In some cases if you are not home you will be left with a note to pick up your parcel at your local Australia Post branch.

Bulky  Items

  • Our dispatch department will contact you on the day of dispatch with all the information that you will need to track your order: the freight company contact details and the consignment note number.
  • Athlegen will request that the transport company ring you before delivery. 
  • The driver will require your assistance to unload the table at your end.
  • We recommend that you arrange a minimum of two persons to assist as the packed table will weigh over 100kg.
  • Packaging materials are not removed as part of this delivery service.

If the delivery driver voluntarily offers to help place the table in the desired location, and helps you unpack it, neither Athlegen nor the freight company are liable for any damages that occur to the table, you, your helper, or your property.

Premium delivery service - for Bulky Items / electric tables

A Premium delivery service is available for Bulky Items. We will deliver your table, unbox, position the table in your treatment room and remove all the packaging materials. 

A suitable and convenient delivery time for both parties will be arranged prior to delivery. 

Customers should declare any delivery impediments: e.g. parking, circular stairs, narrow entrances, low ceilings or areas where delivery of goods becomes difficult. Make sure you bring these issues to our attention before we organise the delivery so that we can offer you an accurate delivery quotation and book the correct service to meet your requirements.

This service is only available to selected Australian locations. For more details, or for a quotation, please contact Athlegen or your local distributor. 

Premium delivery is not available for deliveries to international addresses.
Allow 2-5 business days for delivery to metro areas.
Delivery delays may occur around Christmas, Easter and public holidays.

Online Orders

When delivery is added to the shopping cart, the customer agrees to comply with certain delivery requirements specified below: Full Terms of Delivery

Dispatch

We try to get all our orders despatched on the day of order or the next business day. However, this may not always be possible, for the following reasons:

  • Credit/debit card checks - Sometimes we may need to make additional checks on your credit card which might delay your order. This could result in a delay on an order for up to 36 hours. If this occurs we will inform you by email.
  • Pro-lift electric tables: Made to order item please allow 2 to 3 weeks manufacturing lead-time (correct as of May 2015). Please contact us if you require this product urgently as we do stock some models that may suit your requirements.
  • Value-Lift tables: Stock item unless indicated on the website product page.
  • Towelling covers; some towelling covers are made to order please allow 7 to 14 days.
  • All other products are generally held in stock and available for immediate dispatch.
  • Orders with different stock availability. If you have selected multiple items with different availability times then we will despatch your order when all items are ready.

Pickups

Yes, you may elect to choose your own freight company to collect from our factory in Ballarat Victoria, or any of our showrooms, subject to location of available stock.
Please note if you wish for stock to be transferred between any of our showrooms or factory / work shop locations so that you can arrange your own pickup or courier, freight charges between our premises may apply.

Insurance

All products are insured for loss or damage during transit.
 
Athlegen shall not be liable on any basis whatsoever for any loss or damage to the goods occurring after delivery, this includes damage whilst unpacking your order.

Delivery times

Estimated road freight times - within Australia for in stock items ordered before 11am.
Next day: Sydney, Adelaide, Melbourne Metro.
2 days: Brisbane metro, VIC country
3-4 days: Hobart metro, South Australia country
4 - 7 days:  Queensland country, North Queensland, Tasmania, Western Australia, Northern Territory and remote regions
Estimated air freight times - international
7-21 days: Most countries
Note with Bulky Items assistance to help the driver unload is required at your end. You will be contacted by the courier to arrange a suitable delivery day.
Should your order be marked as available for immediate despatch and it fails to reach you within the times quoted above, then please contact customer service who will be happy to assist you. You will be emailed your freight consignment note once your order has been dispatched.

  • We cannot guarantee delivery on a specific date or time.
  • Please allow lead times above plus an additional day for the delivery of your order, before contacting customer service
  • We do not offer delivery on Saturdays, Sundays, Bank Holidays, Christmas Day, Boxing Day and New Year’s Day.

Parcels sent by Mail
If your parcel is sent by Australia Post, please allow 7 working days for delivery of your order before contacting customer service. After the 7 working days period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Australia Post.

Delivery of Goods

We will send an order anywhere a courier will deliver. We deliver door-to-door everywhere in mainland

PO BOX Deliveries

We do not deliver portable tables, massage chairs, gas lift stools or electric tables to Post office boxes.  But we can delivery smaller accessory items to P.O. Boxes.

Order Tracking

Contact customer service for tracking details. For Bulky Items our dispatch department will contact you on the day of dispatch with all the information that you will need to track your order: the freight company contact details and the consignment note number.

Delivery Issues

Multiple Delivery Dates

If multiple delivery dates are requested for an order we may need to charge a delivery fee each time. Please contact customer service.

Backorder Deliveries

If for any reason of our making we cannot deliver the full order at the same time there will be no charges made for additional deliveries. If there is a change to the delivery date we require a minimum of 24 hours’ notice prior to delivery.

Not at home to receive a delivery - Authority To Leave (ATL)

A signature is required for goods that are delivered by courier. If there is no one to accept delivery at your nominated premises you will be charged a re-delivery fee. Alternatively, you can give the courier an ATL. Please use the shipping instructions box below to let the courier know where to leave your parcel e.g. "If no one is home please leave parcel on the back porch” - you must accept full responsibility for any loss that may result.
Remember deliveries are less safe this way. They are your responsibility and neither this warehouse nor our carrier can be held liable if the item is stolen.
Exceptions (When you must be home):

  • Bulky Items - you must be home to receive these because with our Standard delivery you will need to help the driver unload.
  • Delivery to security apartments where building access is restricted.

Alternatively you may consider having your order delivered to a work/business address, or a friend or relative. If these alternative delivery options are not suitable you can arrange to pick your order from the freight company depot.

Delivery dates and times

Standard courier companies will not normally commit to a specific delivery time.
Standard couriers operate in the following way: A courier who is responsible for parcel pick ups from our area picks up your consignment and takes it to a central depot. The consignment is then picked up from the central depot by the courier who is responsible for delivering parcels to your area. In some cases the parcel will travel through many depots. Because the driver who delivers parcels in your area follows a particular run it can be difficult to promise a delivery time to suit because he may not normally pass your address at the time that you require the delivery. This is the most cost effective delivery service.
If you require a specific delivery window then we will need to provide you with a quotation from a Point to Point delivery service.
A Point to Point courier is where a courier picks up from us and delivers directly to you. Your consignment stays on the same vehicle from pick up to delivery – completely minimising any chance of misdirection or loss through multi-handling.  With this service we can usually give an accurate delivery window.

Checklist of what to do as soon as you receive your delivery

Customer refusal of delivery

  • The Customer shall not be entitled to refuse delivery of the Products without prior arrangement in writing from Athlegen.

What should I do before I sign the delivery CONSIGNMENT NOTE?

Signing The Consignment Note

The following conditions generally apply to most freight forwarders. 

After the table is unloaded please check the table thoroughly for any damage before you sign the consignment note. 

The delivery person cannot leave until the consignment note is signed.

Received in good order and condition

Signing the consignment note confirms to the freight company that your table was delivered in ‘GOOD ORDER AND CONDITION.’ No damage claims are valid after signing.

Unpacking your order

Check the carton for any visible signs of damage. If the carton is damaged take a photo of the damage for your records.

Your Athlegen table may be wrapped in bubble-wrap and surrounded by thick cardboard sleeves, please exercise caution when unpacking as knife cuts to the upholstery are easily identifiable and not covered under insurance or as a warranty claim.

Your table will require no assembly on arrival but we do advise that you very carefully read the Installation / Care Instructions that arrive with your product before using the product. If for any reason these instructions are not included with the product then they can be reviewed on the Athlegen web site: www.athlegen.com

Product Assembly

Your portable table or electric table will require no assembly on arrival, but we do advise that you very carefully read the Installation / Care Instructions that arrive with your table before using the product. If for any reason these instructions are not included with the product then they can be reviewed on the Athlegen web site: www.athlegen.com before you use the product or contact us and we will email you a copy.

Gas Lift Stools and Salli Seats

Minimum assembly is required without the use of any tools.

Problem with an order

Goods damaged in transit

Check the carton for any visible signs of damage. If the carton is damaged take a photo of the damage for your records.
If your table has been damaged in transit you must sign the consignment note ‘DAMAGED’ and show the fault to the delivery person.

What if there is no time to check for transit damage?

If the delivery person cannot wait or if you do not have time to check the table, sign the consignment note ‘SUBJECT TO CHECK’.
If you sign the note ‘SUBJECT TO CHECK’ you are covering yourself if you do find damage later on. All damage claims must be reported within 24 hours of receiving goods.

Please phone customer service on Toll free 1800 141 141, with your consignment note number and we will advise you what to do if your table is obviously damaged prior to delivery to your premises.
If the customer notices damage to a product after delivery, the customer should notify us immediately and we will arrange for return of the product in accordance with these terms and conditions.

Discrepancies in Delivery or Non Delivery

  • Discrepancies in goods delivered such as short delivery, or incorrect items supplied should be advised within 24 hours.
  • Should your order be despatch and it fails to reach you within the times quoted above (see "How long will my delivery take?"), then please contact customer service who will be happy to assist.
  • Undelivered Items – we aim to deliver all of our orders and keep failed deliveries to a minimum.

If we do fail to deliver any order to you, please report this to us no later than one day after the expected delivery date.

  • Any discrepancies between goods received and goods invoiced should be advised within 24 hours of receipt of invoice.
  • Any claims made outside of 24 hours period may not be accepted.

Product Colour Discrepancies

The items illustrated on this website are as close as possible to how they look in real life. The reproduction of colours is as accurate as photographic and computing processes will allow. Different computer monitors have different settings which may make colours appear differently and therefore we accept no responsibility for differences in colour.

Incorrect Item Delivered

Check your order against your invoice or delivery picking slip and contact customer service.

Faulty Item

Notify us immediately and we will arrange for return of the product in accordance with these terms and conditions.

Restocking Fees

If a return is accepted a restocking fee may apply unless the product is found to be faulty or damaged.

Items out of Stock

We make every attempt to ensure that the products listed on our website are in stock.  Despite these efforts, a small number of items on the site may be out of stock due to a variety of reasons such as an unexpected spike in demand. If we are not able to supply an item immediately we will contact you with an expected delivery date. If this is not suitable to you we will issue a refund.

Please note that this does not apply to items that are made to order such as toweling covers or Pro-lift treatment tables where manufacturing lead-times apply.

Orders on hold, Collection delays and Storage charges

Customer delays order Or Pickup

A customer may defer delivery or manufacture of an order only in writing and only if manufacture has not commenced.
Where possible Athlegen will reschedule the manufacturing of the order to achieve the customer’s amended delivery date. 

We will make every reasonable effort to contact you to let you know that your order is ready. If your order is ready for pickup or ready for dispatch but you elect to defer the pickup date the following will apply;
All paid orders will be held for a maximum of 30 days without charge. After 30 days storage charges apply. 

Storage charges

Storage will be charged at the rate of $10 per pallet per month, electric tables at the rate of $20 each, per month.

If for any reason full payment has not been received when the order was ready for pick up or dispatch the storage charges will begin to accrue from the date the goods were ready for pickup or dispatch.

We reserve the right to allocate goods that are not collected within 12 weeks to another customer order and reorder the goods for you.
If the products listed on the original order are no longer available then a substitute product of similar specification and equal (or lower) cost may be supplied.
If you do not pay your storage fees when you arrange to collect your purchase or arrange delivery we will not release your order.

Returns and Refunds

Athlegen is not a standard retailer/manufacturer; many of the products offered for sale are manufactured to order by Athlegen. All customer orders are processed and manufacture commences as soon as customer orders are confirmed.

We will provide refunds pursuant to the Competition and Consumer Act 2010 (the “Act”) namely, if the goods you purchased:- 

  • Are not of merchantable quality
  • Are not fit for its purpose
  • Do not match the same named product on our website.

You should return your goods within a reasonable time if one or more of the above occurs and provide us with:

  • Proof of purchase by producing the original Tax Invoice.
  • The Goods listed on the Tax Invoice with all original packaging and manuals enclosed
  • Suitable ID to identify you as the original purchaser; and
  • Details of the fault or issue with the product, and that the fault or issue was not caused by you.
  • All refunds for an online web sale are made via Athlegen customer service once a refund request form has been submitted. Credit Card funds will then be refunded back to the customer’s account by customer service. This process may take up to 7 business days.
  • All refunds for purchases made in store, can be made by the sales supervisor where the original purchase was made. Credit Card and EFTPOS payments will be refunded back to the customer’s account. This process can be actioned in store immediately. We reserve the right to charge an administration / restocking fee to cover our reasonable order cancellation costs.

If you notice damage to a product after delivery, you should notify us immediately and we will arrange for return of the product in accordance with these terms and conditions.
You will be liable for any costs incurred relating to delivery or installation, where the products have been delivered to you, unless the product is found to be faulty or damaged.
We reserve the right to charge an administration fee to cover our reasonable costs in respect of your cancelled order.       
A 15% restocking fee will apply to all returns we accept unless the return is faulty, or due to an error by us.
We apologise, for health reasons we are unable to accept returns or exchanges of hygiene barrier sheets and towelling products unless faulty and unused.

International orders

International freight coats are dependent on the weight and volume of your order.
We can supply a quotation by airfreight to your closest airport or by sea freight to the closest port. Please note we do not deliver door to door for international deliveries.

Additional charges

Any customs or import duties are applied once the package reaches its destination country. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.



Customer Feedback

“They are especially great for our elderly clients & those with disabilities, who would have difficulties climbing up onto our old non-adjustable examination tables. The electric height adjustment function makes it much easier to assess the client and at the same time, address occupational health and safety issues of staff, who no longer need to bend over clients in their day to day work.”

~ Lisa Wisely

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