FAQ

• You can collect your order from us or visit our showroom at 1-15 Hartnett Drive Seaford 3198.
• Located conveniently just around the corner from the Frankston Freeway, Peninsula Freeway and EastLink exits.

• We are open from Monday to Friday from 7am to 4pm & Saturdays from 8am to 12pm. We are open to public and trade alike.

• We can be contacted on 03 9238 0400 for all enquiries

• Please email all enquiries to our email address. sales@pytw.com.au Your enquiry will be answered promptly and redirected to the appropriate department if necessary

• We offer trade pricing across the board to continue to offer the most competitive pricing in the industry to everyone.

• Contact our sales office for delivery prices or use our instant message function located on our website.

• We can offer you depot collection at the nearest depot to your location or door to door delivery via our freight affiliates.
• For all enquiries please email sales@pytw.com.au
• There is a minimum order amount of $2000
• Lead time of 1-2 weeks to get to you
• Door to door delivery does incur an extra charge due to the freight company unloading your order when it comes into the depot and then reloading a truck to delivery to your door.

• Please refer to our returns policy under Orders and Returns at the bottom of the Home page on the website:
  
  Products will only be accepted for return with a refund within 14 days if under the following conditions:
  
  
  • Products have not been used, cut or altered in any way and are still in new original condition
  • Products have been stored in the conditions they were purchased under and have no exposure to, marks or damage from weather
  • Proof of purchase will need to be supplied at time of return
  • Items must be returned or pick up requested within 14 days to be eligible for a refund
  • If the stock requires us to pick up the return, a freight charge may apply
  • Restocking fees may apply to any change of mind, exchange or wrong purchase refund
  • Damaged, faulty or not as described products must be returned or requested pick up by us within 14 days to receive a full refund
  • Any non stock items, including but not limited to custom orders, special orders, cut or altered stock orders unless damaged or faulty will not be refunded
  • Any special order products that have been cut, altered, packed or delivered at the supplier or at the warehouse will not be refunded.
  • It is recommended that for damaged or faulty stock you take pictures as soon as you receive the order and send to our email sales@pytw.com.au for your records and ours. This will assist us to assess and rectify your enquiry faster
  • Refunds are generally deposited back into your nominated bank account within 2 business days
  • No refunds or returns on clearance items

• Your delivery will typically take place between the hours of 7am – 5pm Mon-Fri and 8am – 12pm on Saturdays.
• Occasionally in the busy season delivery hours may be extended, however you will be notified if your order is due to arrive outside of these hours.

• If you have placed your order over the phone: You will be contacted by the sales team when your order will be ready for collection.
• We will need to check the following before confirming your order is ready to collect and the items are in stock or lead times are applicable.
• Once your order is paid in full and is in stock in our warehouse, we will contact you to collect.
• If you need to wait for products to come into the warehouse you will be notified of the lead time before we order the items a member of our sales team will call you to schedule your collection
• Once we have determined the details regarding your order you will be contacted by phone to confirm that you are happy to proceed with your order. If we can not get hold of you we will leave a message and send you a copy of the quote with all the details and relevant information in the notes section for you to make an informed decision.
• We will only process the order once we have confirmation from you to proceed.
• If you have selected credit card payment on an online order, your payment will not be processed until we have followed the procedure above so that you are not charged if we can not fulfil the order as you have requested.
• If you have selected freight we will send to our freight team to get a price for delivery before sending through the final quote

• Providing all items are in stock you can pick up generally within a few business hours on the same day once your order is confirmed and payment is clear.
• For deliveries: We deliver to Melbourne Metro and Mornington Peninsula daily.
• For Metro deliveries, your order can usually be booked within 24-48 hours on our operating business days of cleared payment.
• Regional Victoria, we can usually deliver within a few business days of a confirmed order:
  We usually deliver to the following regional directions on the following days:

                               Mon: Phillip Island/Gippsland/Bendigo

                               Tues: Geelong/Torqay

                               Wed: Phillip Island/Gippsland/Ballarat

                               Thurs: Geelong/Mansfield/Northern & Northeastern regional

• Due to health and safety regulations you are not able to walk around our warehouse. This is for the safety and well being of all. Our warehouse staff have special training to operate machinery in this area.
  You can however view a range of our timber in the show room and take free samples of some timber and oil home to make sure it is exactly what you are after.
  If you need to view some timber to make a decision our warehouse staff can bring some samples out for you to view in the carpark and allocated bay.

• Most timbers can be cut for you if you require it. However please note that timber is not docked exactly to length. You will need to recut the ends for a clean straight cut. We offer cutting so you can fit the lengths when picking up or for ease of movement. Cutting fees will apply per cut. Cutting fees will vary depending on the size of the timber and how many cuts are needed.

• No you don’t we accept orders from everyone via many different methods of payment. An account will also not give you a further discount as we like to be fair across the board. When you place your first order we will take some details and they will be stored in our retail system so that you don’t have to reenter all your contact details on your next order.

• If you are changing your order we request that you make changes as early as possible to increase the possibility that we can fulfil the change. We can easily change a quote for you.
• If you are changing an order, provided it hasn’t been picked, or loaded on the truck we can change the order without too much difficulty.
• If you change your order and it has been picked, there may be a fee to change the order
• If you change your order and it is already on the truck for delivery we may be able to change your order but there could be a restocking fee or delivery fee if truck has departed

• If your order has been incorrectly packed, loaded or delivered please contact the office immediately for a rectification. You can do this either via email or phone. Email is the preferred method to sales@pytw.com.au so that we have a record for both parties.
• Please take photos and attach them to your email it will assist us to correct the order as quickly as possible.

• We do not guarantee that we can match a competitors pricing.
• We do encourage you to contact us to see if we can match a competitors pricing or do any better on our already amazing prices.
• To help us to better facilitate the possibility of a price match we require a copy of the quote from the competitor or a link to their website.

• We accept cash, debit card, credit card, Amex & bank transfer. We also have Zip Pay available for you to access for online orders only.
• If you pay using a credit card there will be a 1% surcharge on the total order.
• If you pay via AMEX a 2% credit surcharge applies to the purchase price
• If you bank transfer please allow up to a few days for the payment to clear in our account.
• We do check the account in the morning every day to process your order as quickly as possible and you will be contacted to schedule your pick up or delivery.
• Zip pay is processed through Zip Pay and must be ordered online to access this method of payment. Zip pay apply their own fees to this feature and you will be notified by Zip Pay of the total purchase price including fees before you place your order.
• Cash and debit card purchases do not incur any fees and are immediate
• We do not offer cash discounts or cash on delivery

• Select checkout when you have chosen all the products you require
• Simply search for the items you require and add them to your cart
• Here you will be asked to enter your personal details so that we can contact you about your order.
• Once you have entered your address you will be shown a delivery price next to shipping method. If you do not see a price that simply means that either the address has been entered wrong, or we do not have an online price for shipping and you will need to contact the office
• Please select your method of collection. Either pick up or shipping/Delivery is available
• Please select your payment. You have Zip Pay, Credit card, Bank transfer and Request Quote available.
• Check the items in your cart are correct and click the ‘Place Order’ button.
• You will be sent a confirmation of your order.
• Once we have received it, the office will call you to run through any relevant information. If we miss you on the phone you will need to contact us as soon as possible.

• Timber comes in different gradings which are based on the quality and the lengths you get out of the logs.
• Typically your decking grades will come in either Standard & Better grade, Utility grade or Feature grade.
• Standard & Better grade is the top grade of timber decking. You can expect at least one side of every board to be 100% usable with little to no gum veins, knots or natural feature. If they do have feature it will not impact the usability of the top of the board. The longest lengths available are in these packs but will roughly range from around 1.5m – 3.6m. This average will vary depending on the timber species and the logs available for milling. Batches will vary and some species are longer than others.
• Feature grade is the lowest grade of timber decking. You can expect to find a lot of natural feature in the boards like gum veins and knots. There may be some checking and machine marks and imperfections in the boards on both sides. You can also expect the shorter lengths of timber as when the timber is sorted into standard and better etc the boards that don’t make the cut for standard & better go into these packs. That means anything too short or with features that may impact the usability of the entirety of the board.

  The average lengths can range from 900mm – approx. 2.4m or more depending on the species of timber.

  Feature grade can still be used for decking and other applications as the timber itself is still has the same strength longevity and density qualities. You may just need to account for extra waste for offcuts of boards and prepare yourself for a lot of joins and a little more work as there will be the odd board that is damaged or unusable
• Utility grade is somewhere in the middle. Sometimes it can be the same as feature grade and sometimes a lot better than feature grade depending on the batches that come through from the mills. You can expect natural features, knots, gum veins, checking and imperfections.
  Lengths will range from short to longer. Generally they will range from approx. 1.2m – 2.7m in length and again there may be the odd board that is damaged.
• For all grades of timber please note that lengths are not guaranteed to be any particular length unless you select set length decking boards, which will guarantee you that the board is a minimum of that length.
• Random lengths will generally be a spread of lengths and will vary, with a higher percentage in the low to mid range as these lengths are more commonly cut out of logs and therefore there are a higher number of them milled.

• The prices that you see on the website are the most up to date prices. If prices are to change you will find it here first.