City Software Delivery Policy

We work hard to ensure you not only get the right price on the product, but also low courier delivery costs!

We offer free courier delivery anywhere in Australia for the most popular orders; over $200 and 5kgs or less. Otherwise we have negotiated great rates for all other deliveries.

Frequently Asked Questions

Q: When do I receive free courier delivery?
Q: How fast will my order arrive?
Q: Is same day delivery available?
Q: How do I obtain the freight cost for my order?
Q: How do I track the status of my order?
Q: Can I part ship my order?
Q: I ordered two products online but only received one?
Q: Can I arrange pickup for my order online?
Q: What do I need to bring in for a pickup?

Q: When do I receive free courier delivery?
All orders over $200 and 5kgs or less are delivered anywhere in Australia by courier with no freight charge. Sometimes it's worth picking up another special to save the delivery cost! Some small items may be sent Express Post instead.

Q: How fast will my order arrive?
If an item is in stock our dedicated warehouse staff will ensure that your order is dispatched the same day. The cut-off for our FAST same day dispatch is 3pm AEST for online and phone orders.
Delivery time:

Orders under 5kgs:

• Melbourne Metro: same day if ordered by 11am (delivery by 6pm most locations. Otherwise next morning)
• Major ports generally shipped air freight: one business day (Eg: Sydney, Brisbane, Perth, Adelaide, Canberra, Cairns, Darwin, Geelong, Bendigo, Mildura etc...)
• Country Victoria and NSW: 1-2 business days.
• Other regions: 2-4 business days depending on distance from Melbourne or Sydney.

Orders over 5kgs:

• Sydney and Melbourne: one business day
• Other major ports will be shipped road freight: 2-5 business days delivery time depending on distance from Melbourne or Sydney. This includes ports such as Brisbane, Perth, Adelaide, Canberra, Cairns, Darwin, Geelong, Bendigo, Mildura etc...
• Country Victoria and NSW: 2-3 business days.
• Other regions: 2-8 business days depending on distance from Melbourne or Sydney.

Please note that on occasion some deliveries may take an extra day. This may occur because couriers do not guarantee delivery time however these are exceptional circumstances.

Q: Is same day delivery available?
City Software offers same day delivery to Melbourne Metropolitan area. Our Same Day Delivery service guarantees for you to receive your order within 3 hours of time of order in the Sydney and Melbourne metropolitan district. For very urgent order a VIP Point-to-Point delivery service is also available. The cut-off time is as follows:
3 Hour Guaranteed Same Day Delivery Service: 2:00pm
VIP Point-to-Point Same Day Delivery Service: 3:00pm
If you would like to arrange the Same Day Delivery of your order, please give our Customer Service Team a call on 1300 658 600. Please note that this service applies for goods in stock and serviced regions.

Q: How do I obtain the freight cost for my order?
All orders over $200 and 5kgs or less are delivered anywhere in Australia by courier with no freight charge. Otherwise the freight costs can be obtained as follows:

• Add the items you are looking to order into your shopping cart, and select "Checkout." You can then see what the delivery cost is using your default delivery address. If you'd like to check delivery costs to another destination, simply put the destination postcode into the freight field and click "Calculate Freight." Freight costs and delivery time will be updated to reflect this change of postcode.
• If you do not have an account with City Software, click here for the freight calculator

Alternatively you can contact our Internal Sales Team on 1300 658 600 for further details.

Q: How do I track the status of my order?
If you wish to track the status of your order, simply log on to your account and in the "MY ACCOUNT" menu, select the "My History" button. Here you can view detail from all of your orders. Select the order number for the order you wish to track and you will be able to find the expected dispatch date as well as the expected arrival date.
Alternatively you can contact our Customer Service Team on 1300 658 600 for further details.

Q: Can I part ship my order?
Our web ordering system is an automated process and can't force a part shipment on one order. If you would like to place an order for part shipment either enter two orders online or please call our Customer Service Team on 1300 658 600. Depending on the order, additional charges might apply.

Q: I ordered two products online but only received one. Where is the other product?
Don't be alarmed, this happens in a few circumstances as outlined below:

• Item A was in stock in our Melbourne distribution centre but item B in Sydney. In some cases we ship both items from different locations to you to save delivery time or fright cost.
• Item A and B were both out of stock at our distribution centre but item A was in stock with our supplier. In this case we may part-ship directly from our supplier to you. The second item will shipped as soon as the supplier has stock again.

Depending on the shipping destination, some products can arrive quicker than the other in these circumstances. However the best part is that we provide this service at no additional cost!

Q: Can I arrange pickup for my order online?
Yes! As a new feature of our website you can select "Delivery" or "Pickup." When "Pickup" is selected, you can pickup from Mt Waverley in Melbourne. Items in stock will be ready for pickup within 2 hours of ordering. Items not in stock will be ordered in on demand and you will receive a notification via email or phone letting you know that your goods are ready for collection.

Q: What do I need to bring in for a pickup?
It is helpful to bring in your Tax Invoice number so that our staff can process your pickup in an efficient manner. This can be printed when placing an order online.