Once we have packed and dispatched your order, we will send you a confirmation email with a courier information and tracking number.
Note: Tracking details may need some time to appear. Sometimes it may take up to 48 hours to be scanned by our courier. If
tracking information does not appear initially, please come back later and
Tailgate service is offered for bulky or overweight orders
and where no off-loading facilities are available (i.e. forklift or loading
If a tailgate service is required, we will request further
shipping instructions including your opening hours, receiver name and number,
delivery access and drop off point for signature.
Additional information for tailgate services
Tailgate trucks are only designed to deliver to a large open
area with at least 8m clearance. The maximum length of a pallet that can be
tailgated is 2.3m. Any pallet over this size must be offloaded by a forklift.
Pallets requiring a crane offload e.g. Boxing rings and MMA
cages – will need at least 11m clearance.
If your business or residence falls within any of the below
issues – your delivery will be void and sent back to the nearest servicing
depot – extra fees will apply.
Narrow roads (permitting trucks to enter)
Main road for delivery is a clearway or is
signed as a no stopping zone
Less than 8m clearance for tailgate trucks
Less than 11m clearance for Crane assisted
Closed during 9am-5pm weekday
If there are no receivers to sign and assist.
All pallets sent by SMAI require a receiver’s signature – no goods can be left
Incorrectly supplied to information resulting in
The final decision for crane deliveries lies with the
Freight Company’s logistic manager. If your delivery has been set up as a
tailgate and a crane service is required by your local servicing freight
company then the additional fee for a crane delivery will need to be paid by
the receiver prior to delivery. Please note that the original freight charge is
At SMAI we have a duty of care to all our customers. When
ordering heavy objects and machines we will always professionally pack and
secure the items accordingly. We always indicate the amount of individual items
on each pallet and request the receiver/customer to account for this label on
the outside of the pallet. You/a receiver must sign for goods.
If the shipment is damaged, you and the driver must
acknowledge this on the consignment note. You are responsible for checking the
breakdown and quantity of items on pallets.
Pallets are only delivered to large ground floor loading
Once you receive your tracking number, you can login to the freight company's website and elect to receive email notifications where available. Please note that tracking
details may need some time to appear.
It is often difficult to estimate a time of delivery.
Therefore, we recommend you nominate a business address for shipping to ensure
you are able to receive your goods on first delivery.
If you do not sign off on your delivery, your order will not
be covered by our Transit Insurance. By signing off on your delivery, you
accept that the number of items you receive matches the number on the
consignment note and boxes/items are in good condition. This signs off that you
received your delivery in perfect condition and will forfeit any insurance
claims for damages during transit.
Where written authorization has been given to delivery the goods without a signature on delivery, SMAI releases all responsibility and liability of the goods to the customer on delivery. Any Transit Insurance Claims will be void.
We make all efforts to ensure that the goods are shipped in
sufficient packaging as to not get damaged in transit, however, should you
receive a damaged parcel, please follow the steps below to make a Transit
1. Make a note on the Consignment Note when receiving
the delivery of the damage and/or unsatisfactory condition of the package, and take pictures of the damage.
2. Contact Us within 48 hours after
receiving the package. Claims received outside of the 48 hours will be deemed
as ‘storage damages’, and will be void.
If you or a receiver did not sign for the goods when
receiving it, then your claim will be automatically denied.
When organising shipping of your goods, try to ensure to (where applicable) you choose a business address for your delivery to be sent to. This way someone can be there to sign and accept the delivery through the hours of 9am-5pm.
At checkout you will also be able to select an option for delivery should no one be available to sign for your order. By agreeing to leave the order unattended (or with reception), you agree that SMAI is not liable for any claims for transit insurance.
All orders that are signed when received are covered by Transit Insurance. Orders that are not signed will be void. Transit insurance covers any loss, damages or theft occurring between the period when the package leaves our warehouse and when the package arrives to your door at your delivery address.
You are only covered for the invoice value of the items. SMAI are not liable for any delays that may occur or any subsequent losses. We ask that you be compassionate in understanding that sometimes circumstances occur which are out of our control.
SMAI is not liable/responsible for (but not limited
to) the following:
Loss that may occur as a result of delayed delivery
Authorization of your goods to be left without a
signature (risking your delivery to arrive damaged in transit without knowing,
exposed to possible theft or if the driver feels it is unsafe to leave as
instructed meaning your goods will be taken back to the nearest depot to
Yes, you can select this option at checkout. Orders
submitted before 12pm will be available for pick up the following business day.
Orders placed after 12pm will be available within 2 business days. Our warehouse is
open from the hours of 9am-5pm Mon-Fri and our address is:
93 Jardine Street
Fairy Meadow, 2519
SMAI will be in contact with you to confirm an appropriate time for pickup.
If you live in a remote area or are not sure of your local depot, please Contact Us before completing your order. In most remote locations, you will need to put the local drop off point as your shipping address.
Please Contact Us as soon as possible to change your order. Orders are usually packed and dispatched within 1-2 business days after receiving the order.
If your order has been dispatched and you need to change your delivery address, you will need to contact the Courier Company, stating your tracking number. Please note this may incur additional charges from the courier.
If your order has been dispatched and you need to change the items ordered, you will need to follow the procedures for a Return and have the item refunded or exchanged. If you need the item urgently, please make a new order on www.smai.com.au and arrange for Return & Refund when you have received the item. Please note you are responsible for any shipping charges incurred in the return of your items.
At any time in the year we may have 2% of stock not available. We usually receive a new shipment of stock every 6-8 weeks (depending on the product and time of year). If an item you want is out of stock, simply fill in the form on the product page and you will receive an email notification as soon as the item is back in stock. If there is an alternative item we can offer you, we will contact you.
We will endeavor to update estimated arrival times, however, please be understanding as shipping delays may cause this time to be extended.
Please note this excludes sale and clearance items.
We do not take back orders, however, if an item you want is out of stock, you will notice a form on the product page. Simply enter in your email address to go on our list for that product. As soon as the item is back in stock, you will be the first to know.
All prices on the website and individual product pages are inclusive of GST. You will note in your cart that GST has been separated from the product price. Please rest assured that this GST will be added back into your total payment amount.
Please read our Warranty Policy and ensure you have understood the terms and conditions of your warranty. Each product range may have different warranty terms and periods depending on the product and what is considered normal use. If you are satisfied that your product can be claimed, please submit a claim via our Warranty Form.
First, search for your tracking number on our courier site. You should have received a tracking number within 2 business days after purchase. If you did not receive a tracking number, please Contact Us.
If you believe there has been an error with your delivery, please contact your courier company, or otherwise Contact Us and include your invoice number and tracking number so that we can follow up the issue for you.
Please note, sometimes your tracking info may be updated to ‘Delivered’ and you have not yet received your order. Occasionally, the Courier may have scanned your parcel before delivery, and in some cases, your order may be delivered 1 or 2 business days after scanning. If it has been more than 2 business days since your parcel has been marked as ‘Delivered’, please Contact Us and include your invoice number and tracking number and we will follow up the issue for you.
Once we receive your returned item, we will inspect and
process the goods to ensure it satisfies our return policy. This will take 1-2
business days. Once we have deemed your goods have been returned in
satisfactory condition, we will process your refund to your original payment
method. You will be notified via email when your refund has been processed.
Please note, however, your refund may take 1-5 business days to appear in your
account, depending on your bank provider. Unfortunately, this processing time
is out of our control, and any issues will need to be followed up with your
To exchange your item (i.e. for a different size, colour etc.) you will need to ensure the item you are exchanging satisfies our Returns Policy. You can submit a request by going to Contact Us > My Orders. Please note you will need to include the original invoice number, as well as your desired exchange item (colour, size etc.) in order to avoid delays in processing. Please note that it is your responsibility to check our store www.smai.com.au and ensure your desired exchange item is in stock.
You should immediately receive a confirmation email with Case Number. Please return your item and clearly write the Case Number on your original receipt.
You will be responsible for paying your own shipping/insurance/packing/tracking costs for the return of your item, as well as shipping costs on the desired exchange item. Please note, our shipping costs are non-refundable.
Please address returns to:
SMAI Pty Ltd Attn: Returns 93 Jardine Street Fairy Meadow NSW 2519 Australia
Once we receive your return, we will inspect the item and process your exchange. You will receive a new email confirming your exchange order, which will include additional shipping costs. You can pay for this using the link attached in the email which will redirect you to our payment gateway. Please note, you will be required to pay these shipping costs before we dispatch your order.
Voucher codes are case sensitive, so ensure that you have
correctly inputted the code using lower and/or upper cases. Some codes may have
minimum spends – check the original email which contained your code and check
the terms and conditions of the code.
Yes. For refunds, the refunded amount will be processed back to your original gift card. You will still be required to pay for your own return shipping costs, and any shipping costs associated with your exchange. For more information about returns, please see our Returns Policy.
You can only check our balance and history if your gift card
is attached to a customer account. You can check the balance through the link
provided in your original gift card email. If your gift card is not attached to
a customer account, simply Contact Us and include the Name of the original purchaser and the last 4 digits
of your Gift Card Code in the message.
No, you do not require an account to use a gift card,
however, we recommend you set up an account if you wish to check your own gift
card balance, transaction history, and keep updated with tracking information.
Login to your account. From here, you can view your name and addresses, edit, delete, or add new. You can also view your past order history and tracking information, as well as re-order the same item/s or order.