Due to strict Sydney Covid-19 restrictions we are experiencing longer than usual delays in processing your orders.
At present, please allow up to 7 - 10 business days from the time you have placed your order for it to be processed or ready for pick up.
Our courier companies may take 1 to 2 days or longer to deliver depending on your location. Please note that restricted Local Government Areas may face extra delivery delays due to circumstances beyond our control.
We hope you understand our position and we thank you for your patience.
The delivery requirements for many industries and retail operations may have changed due to the lockdowns. Please let us know in advance if the delivery situation for your business has changed so we can inform our couriers.
If you feel your order requires special attention don’t hesitate to contact our Customer Care by phone on 1300 555 624 so we can try our best to assist you.
At Koch, we understand the need to receive your goods as soon as possible and aim to have your order processed and dispatched quickly. Our warehouse works Monday to Friday to collect and pack orders so you can receive them sooner. While we do have standard delivery times, we do experience peak periods (around Christmas, Valentine's Day, Easter & Mother's Day) and restrictions (COVID-19) when our usual processing time of 1-2 business days may increase.
Once we dispatch your order from our warehouse, delivery times will vary depending on your location. Please see the chart below for 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.
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.
A 25% discount of standard freight charges will apply for selected zones in NSW, when applicable.
A 25% discount of standard freight charges will apply for selected zones in VIC, when applicable.
A 25% discount of standard freight charges will apply for selected zones in QLD, when applicable.
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.
To see your delivery cost, please use the Freight Calculator at the shopping cart. Enter your postcode and submit to see your delivery cost.
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.
Please see our Returns Policy for further details.
Payments for pickups do not differ from any other part of the business. For account trading customers your account must be trading within the agreed trading term limits before your order is released for processing. Payment must be received before an order is released for processing. Unfortunately we are unable to accept payment on pick up.
All pickups have a minimum 24-48 hour turnaround time. While we do have standard click and collect times, we do experience peak periods (around Christmas, Valentine's Day, Easter & Mother's Day) and restrictions (COVID-19) when our usual processing time may increase. You are advised to place orders in advance and you must wait to be notified that your order is complete before you attempt pickup.
Our preferred method of notification via email. Please ensure a valid email is registered in your details.
Click here to view & update your details.
All pickups are to be collected from the distribution centre warehouse via the dispatch dock and not at our cash and carry superstore. You must present your email notification receipt when you arrive at the warehouse.
Pickup of orders is available at the following times:
Monday - Friday
7.30am to 4.30pm
58 Huntingwood Drive (entry via Rexroth Place),
Huntingwood NSW 2148
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.
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.
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.
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.
Unfortunately, we do not deliver to P.O. Boxes.
If the item you have received is faulty, please advise us immediately, within 48 hours of receiving the goods. Please have your invoice details on hand and information on what is faulty. We will be happily replace the item once the fault has been confirmed. Please note that "change of mind" does not constitute a faulty item.
If you have received an incorrect item or your whole order has not been delivered, please advise us immediately
by email or phone on 1300 555 624.