Delivery Policy

Rock ‘N’ Soil Delivery Policy

Here at Rock ‘N’ Soil we not only pride ourselves on finding the perfect spot to deliver your landscaping materials to, but get it to you as quickly as we can, so you don’t have to wait to complete your big projects. When ordering online our friendly team will give you a call to confirm your preferred date and time, so make sure you have all your details entered correctly at the time of purchasing.

While we try our best to give everyone their preferred delivery times there are a few of our products that require special treatment so they can be delivered while fresh to ensure our promise of high-quality goods delivered to your door. These products might have different lead times or availability. If you require your landscaping supplies for a job where you will be hiring equipment or other tradespeople, or if you just need it for a certain day at a certain time, we recommend ordering at least three days in advance to avoid disappointment as our morning and afternoon slots fill up very quickly.

When placing and order online you should receive both an email and a call from our team. If you don’t hear back from us within 24 hours, you should give us a ring to confirm your order as there is no guarantee it has been received.

Picking up your order?

If you would prefer to pick up your order from our yard you can give our friendly team a call to organise a pickup date and time and pay over the phone or do everything online by selecting ‘Pick up’ in the delivery options at the checkout. Type your date and time preference in the ‘Order Notes’ field and one of our staff will be in touch to confirm your pickup details. It is important to note that your order will not be scheduled until one of our staff have confirmed your time over the phone.

Note* In some instances there will be a bagging fee charged on site.

Delivery Lead Times

If you’re in a jam and need something quickly for a job, we do offer same day delivery if our availability allows. The cut off for same day delivery is 12.00pm and is dependent on how many pre-booked jobs and other same day delivery requests we have received on the day. We will always try to accommodate any last-minute orders as best we can and offer up solutions if your preferred time and date is unavailable. Some products are easier to get ready than others so to give you a rough idea of the lead time on your order refer to the table below:

The above table gives you a rough idea of how long your delivery is likely to take. However, there are always exceptions to the rule. For example, there are certain products available through Rock ‘N’ Soil that might need to come straight from the manufacturer and will have a different lead time altogether. In these instances, our team will be in touch to give your accurate delivery costs and information. This usually occurs when a bulk order is placed. While these deliveries might take a little longer, the extra time and care ensure your product is coming fresh and new, straight from the manufacturer. Many manufacturers even offer discounts or free delivery on orders that exceed a certain tonnage or a pallet minimum.

Orders with multiple materials

We don’t blame you if you want to order a little bit of everything from Rock ‘N’ Soil, as we are your one-stop shop for everything landscaping. However, if this is the case our team needs to find the most efficient way of delivering your order all at once; so the method and costing of your delivery might vary. If you have a complicated delivery, the best way to schedule a delivery that works for you is to call up our friendly team so they can come up with the perfect delivery solution. You might even need certain products tipped off or delivered to different areas of your property, so it is best to chat with us to make sure everything runs smoothly on the day.

Multiple delivery dates

If you are involved with a project that has multiple delivery dates to align with different stages of a project, feel free to drop into our office and have a chat with our staff who can offer up solutions and give you the necessary information to make sure your project runs as smoothly as possible.

Special Orders

At Rock ‘N’ Soil we try our best to provide you with plenty of options when planning out your next big landscaping project which is why our range extends beyond what we have in the yard and what we have up on our website. We can also special order in items from our suppliers or search for a particular product if you bring in a sample or details of the item you want. The lead time on a special order could range anywhere from 1 to 2 weeks or could take over a month for hard-to-get items. This lead time can also be affected due to peak supply periods (like Easter, Christmas, and New Year) when businesses close.

More accurate lead times on special order are available on our suppliers’ websites.

Crane Truck Delivery

Our crane trucks are subject to availability and operate from Monday to Friday. Crane Truck deliveries can't be ordered through this B2B platform and are only available by calling our office or chatting to us in person. The B2B platform only offers standard delivery rates for orders so if you order and later inform our team that you require the crane truck, you will need to pay the extra crane truck-related delivery charges.

Placing an order with Rock ‘N’ Soil

When you place an order with us either online, in person, or over the phone you will receive a verbal confirmation of your order, time and date. An email can be sent upon request. The team will then process your order, book your truck for delivery, and lock down your time in our booking system. On the day of your delivery, your driver will hand you your receipt in person or leave it in a safe location like your letterbox. This can also be sent via email if requested.

While we do our best to ensure your delivery runs smoothly and gets delivered on time, sometimes due to logistics and other external factors it is not always possible. In the event that your order is delayed or unable to be delivered, you will be contacted to find a solution that works for you.

It is your obligation to provide the correct delivery address details at the time of ordering. If you provide us with the wrong address, we are not obliged to re‐send the order to the correct address at our expense. We will provide you with an estimated date and time for delivery for all orders and while we make every effort to deliver by this time, all dates and times specified are estimates only. Unfortunately, we are unable to guarantee time of delivery.

It is your responsibility to inform us if an order does not arrive. If an order has not arrived by the due date and time, we will investigate and inform you of further steps to ensure the delivery. We will not be held liable for any loss or damage resulting from late delivery. Please note that if a delivery has occurred in error or for other reasons, we will always endeavor, but cannot guarantee a replacement delivery immediately. Replacement items will be dispatched according to our discretion. Without limiting the operation of any other Terms and Conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to the cancellation of an order.

Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place, or during the time of delivery.

Split loads delivery

In the event a customer orders two bulk products, a split load may be used. We do our best to keep these loads separated but cannot guarantee that the loads will be perfectly separated. Mixing might occur in transit.

Safety

Placing your product in prime position for your project is one of the things we pride ourselves on here at Rock ‘N’ Soil. To ensure a safe and successful delivery we also ensure that the position chosen is safe for our drivers to deliver to and doesn’t pose any major safety concerns where there is a potential for property damage. When delivering our truck width needs additional clearance, which is determined by the layout and conditions of the drop off point.

If your property or site is difficult to access or has any potential hazards, please inform the team so we can come up with a solution. On the day of your delivery, it is at the driver’s discretion to determine whether to proceed with your drop off. If the area is deemed unsafe our team will be in contact on the day to find an alternative spot.

Terms and Conditions

These terms and conditions will apply to all orders placed via the Rock ‘N’ Soil B2B website or by phone, and all customers are required to read and fully understand the delivery terms and conditions. Your completion of the online ordering process implies that you have read, understood and agreed to all of these conditions. While our drivers will exercise due care in delivering the material, Rock ‘N’ Soil and its suppliers will not be held responsible for any property damage which may occur during the delivery operation or items that will prohibit material from being delivered.

If you have any questions about our delivery policy or need help calculating the cost of a difficult order, don’t hesitate to contact our friendly team via email on sales@rocknsoil.com.au or call our store on: (07) 3245 5677