We prefer any claim for damaged or short supplied items to be made within 7 days of receipt of goods. To make a claim you must first contact our customer service team. If a return is approved, a unique Return Number (RN) number will be issued to you, and we will give you all the details you require to complete the return.
Please note that any returns sent to our office without an RN will not be processed. Therefore, it is extremely important that you speak to our customer service team and get an RN issued to you before returning a product.
Haines has engaged a specialist freight carrier to handle all our deliveries. As we handle many thousands of parcels a year we receive special contract rates on all our deliveries. This freight charge is generally passed onto our consumers at cost. If you would like an accurate quote on the cost of freight for your order please contact us. Chemicals are despatched separately and incur a separate freight charge. Chemical orders of less than $350 ex GST will incur a delivery fee of up to $35 ex GST. Chemical orders of $350 ex GST or more will be delivered free of charge (anywhere in Australia).
We accept international orders on a case by case basis. Please contact us to find out more.
We generally arrange for your order to be delivered to you unless you state otherwise. If you nominate to collect from our warehouse please indicate this when you place your order. Our warehouse in Knoxfield, Victoria is open from Monday to Friday 9am to 4.30pm. Please call us before you collect to ensure your order is ready.
The delivery time is the time taken to process your order until the time you receive your order. Delivery times generally range from 1 to 2 weeks for most orders. If you require your item sooner, please mark it ‘urgent’ or contact us and we will endeavour to get it to you within a 1 week time frame. If you don’t require your order until a particular date, please state this on your order.