Shipping policy

Dispatch & Delivery Times

At Koch, we know how important it is to receive your goods promptly. That’s why we aim to process and dispatch orders as quickly as possible. Our warehouse operates Monday to Friday to ensure efficient order handling and timely delivery.

Order Processing & Pick Up
Please allow 1–2 business days for your order to be processed or made available for pick up. During peak periods, processing times may be longer.

Delivery Timeframes
Once your order leaves our warehouse, delivery times will vary depending on your location and courier network. Most deliveries arrive within 1–2 business days, but some may take longer based on distance and courier schedules.

Need Special Assistance?
If your order is urgent or requires special handling, please contact our Customer Care team on 1300 555 624. We’ll do our best to accommodate your needs.

Peak Period Delays
Please note that during busy periods, processing and delivery times may be extended beyond the standard 1–2 business days. These peak periods include:

  • Christmas (October – December)
  • Valentine’s Day (Late January – February)
  • Easter
  • Mother’s Day

Once dispatched, delivery times will still vary by location. Please refer to the chart below for typical delivery estimates.

Koch & Co Standard Delivery Times
Please note, regarding some rural areas our courier company may be forced to deliver to a certain place or depot, with the added requirement to collect from there.

Discounted Freight Offer 
When you spend over $295 (ex GST) you will automatically receive a discounted freight rate for the items in your cart.

Not all delivery areas are eligible for discounted freight.

  • NSW
    A 25% discount of standard freight charges will apply for selected zones in NSW, when applicable.
  • VIC
    A 25% discount of standard freight charges will apply for selected zones in VIC, when applicable.
  • QLD
    A 25% discount of standard freight charges will apply for selected zones in QLD, when applicable.
  • SA
    A 25% discount of standard freight charges will apply for selected zones in SA, when applicable.
  • NT, TAS & WA
    Exempt of any freight discounting, standard freight rates will apply.

The above information acts as a general guide only. To see your delivery cost, please use the freight calculator at the shopping cart.

Delivery Costs
To see your delivery cost, please use the Freight Calculator at the shopping cart. Enter your postcode and submit to see your delivery cost.

Tracking Orders
You can view all your latest orders in your orders page where you can find order details, amount and also order status. Your order will go through the following steps:

1.  Order Received - Your order has been received by our office.
2.  Processing - Your order has been reviewed and awaiting final confirmation.
3.  Order being Picked - The items on your order are being collected and packed.
4.  Order has been dispatched - Your order has been dispatched and is on its way.
5.  Order is ready for Pickup - Your order is ready for pickup at our Sydney Distribution Centre in Huntingwood.

Returns
Please see our Returns Policy for further details. 

Pickup Orders

Payments for pickup orders follow the same terms as all other orders.

  • Trading account customers must ensure their account is within agreed trading terms before an order can be processed.
  • Payment must be received before an order is released for processing.

Please note: We do not accept payment at the time of pickup.

Processing Times
All pickup orders require a minimum turnaround of 24–48 hours. During peak seasons such as Christmas, Valentine’s Day, Easter, and Mother’s Day, processing times may be longer. We recommend placing orders in advance and waiting for a notification before coming to collect your goods.

Notification Method
Our preferred method of communication is email. Please ensure your account has a valid email address on file to receive your pickup confirmation.

Pickup Location
All pickups must be collected from our distribution centre warehouse via the dispatch dock, not from our cash & carry superstore.
You will need to present your email pickup confirmation upon arrival.

Pickup Hours
Monday to Friday
7:30am – 4:30pm

Pickup Address
58 Huntingwood Drive
(Entry via Rexroth Place)
Huntingwood NSW 2148

Cancellations
Any order which has not been collected within 7 days of invoice will be returned to the shelves and you will be automatically charged a 20% restocking fee. This will also apply for order cancellations where the goods have already been picked and packed.

Signing for Deliveries
To ensure the quality of our delivery services, we require that all deliveries be signed for. If no one is available to receive the delivery, a notice will be left to arrange alternate delivery address or pick-up arrangements. However you may nominate for your parcel be left without a signature at designated area. Once the shipment has left our premises and deemed as delivered as per the receiver's instructions, it is no longer Koch & Co's responsibility.

Changing Shipping Address
If your order has not been dispatched and you would like to change your delivery address, call our customer service line on 1300 555 624 as soon as possible with your order number and the team will do their best to help you out.

International Shipping
We only ship within Australia at this time.
As an alternative, if you have a broker or courier company that will handle the pick up, shipping and customs clearance, we can work with them so that suitable arrangements can be made.

P.O. Boxes
Unfortunately, we do not deliver to P.O. Boxes.

Backorders
Unfortunately, we do not offer a backorder service.