Customer Service

Our success is linked to your satisfaction.

 
 

Packing & Delivery

We do everything we can to pack your order and deliver your products to you as fast as possible.

There may be rare occasions where a product you have ordered is not available in the warehouse. In such cases we will advise you of a new delivery date and give you the option of a similar product or a refund of the products that are not immediately available.

In general we pick and pack within 48 hrs. Anything outside of this time will be communicated to you.

We use the fastest road freight companies in Australia, featuring next day delivery to Melbourne CBD and Brisbane CBD and 5 to 10 day delivery to Perth.

Occasional delays by delivery companies are unfortunately out of our control, however we will do everything we can to keep you informed of the status of your delivery.

If you need your hospitality supplies for an event or by a specific date, please be sure to select the date during checkout or email us directly, so we can give your order the attention it deserves.

 

 

Breakfree Guarantee

If the products you ordered arrive broken, notify us within 24 hrs receipt of goods (including photo's) and we will replace them free of charge - simple as that!

Sometimes our delivery guys get a little excited in the rush to deliver and can break the odd glass or 2, but mostly they are very caring and efficient.

Please see Returns and Replacements for full details on how to lodge a claim

 

 

Delivery Prices

'Standard delivery' is $15 inc GST to most locations in Australia. Simple as that.

Our delivery prices apply to online orders for mainland Australia only. Some online shops charge based on your location, but the reality is that this is not fair to everyone. We love all customers, no matter where you are and no matter how much you spend.

Timing: Our standard delivery timing estimates vary from 3 days in capital cities up to 12 days to Perth. It is the least cost route. By selecting standard delivery, you are telling us that your order is not needed for a specific date and delays are acceptable.


'Priority / Business Critical' delivery is $25 inc GST to capital cities in Australia. You're saved!

When you pay the extra $10, your order gets shoved to the front of the queue (you queue jumper!) and we send with TNT Road Express or Direct Freight. TNT specialises in reliable business to business deliveries so we will need to deliver your order to a business address. Please make sure you state the business/company name of the destination.

Timing: Order before 2pm for next business day despatch. 1-2 business days to Sydney, Melbourne and Brisbane. 2-3 business days to Adelaide, 3-4 business days to Perth. TNT or Direct Freight are used. Capital Cities only.

Authority to Leave (ATL) means that the courier will leave your order at the delivery address when no one is present. If your delivery address is residential and you do not select ATL, and you are not home to receive, you may be charged for re-delivery fees incurred by the courier.

We also offer a Regional Delivery $30 inc GST flat rate option for customers that live outside of large cities. Sending luggage racks to Far North Queensland for example can cost a fortune, but when you order with us, the most you'll ever pay is $30.

If you are off the beaten track our Remote Delivery $45 inc GST flat rate option is applicable to you.We've added this delivery option to cater for customers that live in sparsely populated areas.

We are adding new manufacturers all the time and their locations are all over Australia. Most of the time delivery will be super fast, however sometimes not, but rest assured we are continually doing everything within our ability to get you your hospitality supplies as fast as humanly possible.

We reserve the right to change our delivery fee for extreme regional, remote and outback locations and for bulky products. In the event of excess delivery fees we will contact you directly to advise the options available. Please note that telephone and email orders will be charged the full delivery cost, which is usually more than our online delivery prices. This is to cover our staff's time in manually processing telephone orders.

 

 

Pick Up Option

You can pick up your order from Marrickville, Sydney, when it is ready.

To do this, simply place your order online, then select the Pick Up option from the list of delivery options. Picking up your order is free.

The pick up address will be emailed to you once your order is ready for collection. This is to make sure customers don't turn up too early. In busy periods it can take up to 48hrs to pick your products from the huge warehouse.

Pick up hours are:

Mon - Fri 10am - 4pm

Saturday - by appointment

 

 

Returns & Replacements

Change of mind - We understand that things change, therefore returns within 5 days are fine. Depending on the hospitality products being returned we may need to charge a restocking fee equivalent to 20% of the value of the products being returned.

Exchanging - We can avoid a restocking fee by exchanging items, for example if you want to change the size of a glass, simply order the new products you want and inform us you are sending back the products you don't want. When exchanging products, the hospitality products need to be similar in type and quantity. Once we receive your returned products we will refund you.

Return delivery needs to paid for and organised by the customer. All goods being returned must be in original packing and fit for resale. On return of the goods in satisfactory condition, you will be refunded your original purchase price minus the original delivery cost and minus any restocking fees. Customers must accept the risk of breakages in returning for change of mind or exchange.

Products must be returned within 5 days of the original order.

Broken items - Products damaged during transport must be advised within 24 hrs of receipt of goods. We will arrange for free return of such items upon receipt of your advise or RMA form. Replacement products will be sent upon receipt of damaged stock or can be expedited by contacting us.

Missing items - Products missing from the delivery must be advised within 48 hrs of receipt of goods. We will investigate the issue and advise when missing items will be delivered.

Lodging your request - Whilst you can email us, for ease of tracking requests, please use our Online Returns and Replacements Form to notify us of any return or other request concerning your items.

 

 

Terms & Conditions

By placing an order on theflyingfork.com.au website you hereby agree to The Flying Fork Privacy & Security Policy below relating to the use of this website and all transactions made on this website.

Prices and product availability are subject to change without notice. The Flying Fork reserves the right to cancel orders and in such cases, we will refund all related payments in full.

Product information - We make every effort to ensure the accuracy of the information published in our catalogs and websites. If a mistake is discovered in the product information, such as production specifications or pricing, we will advise the customer as soon as possible and do our best to fix the issue in consultation with the customer. If we have incorrectly priced a product, we reserve the right to cancel the related orders and refund in full.

 

 

Privacy & Security

theflyingfork.com.au ("The Flying Fork", “we”, “us” or “our”) is committed to protecting the privacy of our website visitors and customers. The Flying Fork team members are customers themselves of other Internet sites and fully appreciate and respect the importance of privacy on the Internet.

Collection of personal information - “Personal information” is basically information that can identify you. The personal information we may ask for includes:

  • information that identifies you, such as your name
  • your delivery address;
  • your email address;
  • your telephone number; and
  • your debit/credit card details.

Credit card payments are processed by secure 3rd parties such as PayPal. We will never store your debit or credit card information in our company or in our website.

We also collect information about visitors to this Website using cookies and code embedded in this Website. Generally, if we do ask you for personal information, we will endeavour to say which information we require and which information is optional.

Use of personal information - We usually collect personal information from you so that we can provide you with the goods you want. We may also use personal information for other reasons, including: - updating you on our latest products, news and special offers (unless you tell us not to – which you can do at any time); and - conducting appropriate anti-fraud checks (this is done only to confirm your identity – a credit check is not performed and your credit rating is unaffected).

If you don’t provide some of the personal information we ask for (e.g. your name and address), we may be unable to provide you with the goods you want.
If we disclose your personal information to any of our group companies, we may use it for the same purposes that we may (including so that they can update you on their latest products, news and special offers via e-mail, post and telephone).

Disclosure of personal information - We may disclose your personal information to any of our group or support companies in relation to processing your order and supporting you. We will provide personal information about our customers to third parties outside our group companies. These third parties usually help us in providing goods and services to you, and include:

  • couriers (who we arrange to deliver goods to you on our behalf);
  • organisations who carry out credit, fraud and other security checks; and
  • outsourced service providers (e.g. market research agencies).

We try to limit the information we provide to third parties to the information they need to help us provide goods and services to you. We also enter into contracts with these third parties that require them to meet the privacy standards we set for ourselves in handling your personal information, and use your personal information only for the purposes we gave it to them.

Communication & marketing - If you have made a purchase from our store we may occasionally update you on our latest products, news and special offers via e-mail, post & telephone. You will also be given the opportunity to receive such communications from us and selected third parties when you become a member of The Flying Fork.

All members of The Flying Fork have the option to opt-out of receiving marketing communications from us and/or selected third parties. If you do not wish to continue to receive marketing from us and/or selected third parties you can simply Un-Subscribe from any emails you receive.

Third party sites - Our site may contain links to and from the websites of our partner networks, advertisers and other third parties. If you follow a link to any of these websites, please note that they have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Accessing your information - You have the right to access the information which The Flying Fork holds about you. You can also ask for corrections to be made. You can request access to your personal information by contacting us at sales@theflyingfork.com.au

 

 

Contacting Us

We are always pleased to hear from our customers (even if it is a complaint :). We are always grateful for any time you spend providing us with the knowledge we need to ensure our customers are completely satisfied - we want you to return to the site and to recommend us to your friends and family.

If you have any questions or feedback about this statement, or if you would like us to stop processing your information, please do not hesitate to contact a customer service member of The Flying Fork, who will be delighted to answer any questions you may have. You can email: sales@theflyingfork.com.au

 

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