F.A.Q.

What type of product warranty do you have?

Each product is covered by a 2-year written manufacturer’s warranty. If you discover what you believe is a product defect within the warranty period, please contact our Client Support Centre on 1300 4 ALLOY (1300 425 569). Premier Poles will replace the product at its own expense after sighting photos of the defect and confirming the original purchase order number to verify that the day the claim is made is within the guarantee period. The guarantee only covers products that have been properly maintained and cared for. Please refer to the Care and Maintenance guide for your purchase for a comprehensive guide to caring for your products. The guarantee does not cover products that have been mistreated or are defective due to poor maintenance or if alterations or additions have been made by persons unauthorised by Premier Poles.

Do you have a showroom?

Yes, we have a factory and outdoor display centre at Mona Vale in Sydney. But our products can be found all around Australia, so if you can’t make it to us chances are we will be able to direct you to view a product installed in your local area. If you can not see a real life version of our products, we can email you an array of photos from past projects.

So you do supply Australia wide?

Yes, Premier Poles has been supplying goal posts and flag poles Australia wide (and into NZ and the Pacific) for over 8 years direct from our NSW and QLD factories. Pick up is available from Sydney warehouse. On-site measuring, quoting and installation services are available in some areas and we can often recommend local installers if you are unable to install a product yourself.

What if I prefer to install myself to save money?

All Premier Poles products are designed specifically for the DIY handyman. They come complete with easy to follow installation instructions so you are able to do the work yourself and save a lot of money. For your peace of mind, our experts are always on hand to offer free help and advice if you have any questions during installation.

Why are your prices so low?

Our goal posts and flagpoles are up to 70% less than our competitors’ products. We sell lots of products every week. Our warehouse is packed with great quality, low cost ready made stock. Our manufacturing division is streamlined to perfect the order-to-dispatch process. Because we order from our suppliers in huge quantities, we demand the best prices and we pass these savings onto you.

Can I get a quote over the phone or by email?

Definitely. We are here to help. You can call our sales team during normal business hours on 1300 4 ALLOY (1300 425 569) or email sales@premierpoles.com to have a quick and efficient quote sent straight to you. Our quotes include the freight cost direct to your door and 10% GST (AUD) so there is nothing hidden and nothing else to pay.

What if I have questions to ask before ordering?

Our Customer Service Representatives are on hand to answer any further questions you may have. We pride ourselves on quality customer service and products and look forward to receiving your enquiry and helping you make the correct product decision to suit your budget and requirements. We understand you do not always need the most expensive product or the most extravagant design so we help you decide on the right solution.

Do you come to me to measure up?

In some locations we can. We don’t have a person on hand in every single town but we are able to get to a lot of locations. The best thing to do is call us on 1300 4 ALLOY (1300 425 569) or email us at sales@premierpoles.com to have a chat about your requirements. Remember, our products are all specifically designed for DIY installation, so what we would do for a fee is what you can do for FREE!

Am I able to order online?

No. We pride ourselves on giving you the best prices and recorded voice machines and plastic credit cards add to the costs of running a business. Our Client Service Team is here to take your enquiries so we wouldn’t want to charge you more by adding another way to pay for no reason. Just give us a call on 1300 4 ALLOY (1300 425 569) to place your order and have a chat to a friendly, real person for a change!

Will I have to wait long for my order to arrive?

We know that your time is important. Once your decision is made, you want your products at your site as soon as possible. Phoning us to place your order is the speediest way to get your products from our warehouse to your site. By ordering over the phone you can speak to our dedicated staff and have them fax or email you an invoice immediately so you check your order before it is processed. When speaking our team over the phone, any questions can be instantly answered before you proceed.

What forms of payment do you accept?

We accept direct deposit, cheques (after processing), money orders and some credit cards. Sales representatives are available to process your order by calling 1300 4 ALLOY (1300 425 569) during business hours.

When will I be charged for my order?

You will be charged in full upon ordering to ensure your order leaves the factory as soon as possible. Only Government, councils and schools receive an automatic 14 day credit account, invoiced upon dispatch.

Am I able to change or cancel my order?

If you need to make changes to your order, contact us immediately. If your order has not yet gone into production we can often accommodate changes or cancellations.

How will I know when my order has been dispatched?

When your order is dispatched you will receive a phone call or email notification with information on how and when you should expect delivery. Delivery can often be arranged to suit your schedule but it is never guaranteed. If you are unable to take physical delivery of the goods, we can often arrange for goods to left in a suitable safe place. Please let us know upon ordering if you have any unusual delivery instructions; for example gates, dogs or a very difficult access to the site.

How long will it take to receive my order?

Normally orders will be delivered within 7-10 business days from factory dispatch. For metropolitan areas it can often be quicker but for country or remote areas it can be longer. If you have a specific deadline to meet, please let our Customer Service Team know upon placement of your order so we can advise on a more exact delivery time. Please note that no matter how hard we try, sometimes forces of nature can effect delivery times so we can never guarantee an exact date of delivery.

How much does it cost for delivery?

Freight prices will vary depending on the delivery suburb and the amount of goods ordered. A total freight price will be included in your invoice. As always with bulk rates, the more you order the cheaper the total freight price.

What freight companies do you use?

We use a variety of reputable freight carriers and always use the most affordable and reliable carrier for each specific region to ensure your order arrives on time, in good order and at a good price. You can of course choose to pick your goods up from our warehouse or you can arrange to have your own carrier pick your goods up from our warehouse on your behalf.

What if my goods are damaged in freight?

All goods are fully insured in transit from our warehouse to your door. Upon receipt of your order please be sure to inspect boxes carefully and note any immediately observed damage to the driver. Do not sign for badly damaged cartons or boxes. If the cartons are damaged but you believe the products inside may be still ok, ask the driver to give you a written copy of the order with a description of the damage. If items are damaged do not discard boxes! All freight claims must be reported to Premier Poles Customer Service within 2 days of the original delivery date. To report a freight claim issue within this 2 day period please contact us on 1300 4 ALLOY (1300 425 569) or email sales@premierpoles.com.

Other companies offer free freight. Do you?

It is important that each and every item we send is fully insured and easily tracked. Reputable freight companies are extremely necessary when sending products to our customers. We do not build the freight costs into each product and advertise “FREE FREIGHT”. Our management and the Australian Consumer Affairs regard this as unethical and misleading to the customer, so we always price freight separately to the product cost on your invoice.

Do you offer bulk discounts?

Premier Poles have a clean ethic policy and insist that our staff and team members “DO NOT” undercut or try to match or better quotes from other hard working Companies within the industry. Premier Poles’ price our own products according to overheads, staff concessions, investments in technology and restocking our warehouses within Australia and continually offer the lowest prices possible on all products, irrespective of quantity. Whilst we are unable to offer discounts, you can be assured of competitively priced quality products, excellent customer service and the knowledge that we will be here in the future to assist you with your sports goal post and flagpole requirements.

What if I have any problem with your products or service?

Even customers using the finest of companies with the highest standard of customer service and products can on rare occasions have an issue with their order. Premier Poles recognise this and have designed a quick and efficient means of dealing with customer issue claims should they ever occur. Regardless of whether the issue has come from the customer, transporter or Premier Poles, we will work closely with our customers to have all issues resolved as quickly and painlessly as possible. No matter how careful any of us are, we are all human after all and part of providing quality customer service is recognising what can go wrong and try to fix it before it occurs. If we can’t identify issues before they occur then we can at least resolve them efficiently and professionally when they do. When our customers let us know there is an issue, they are providing us with an opportunity to improve our customer service. We certainly appreciate all feedback as a means of providing continuous improvement. Please do not feel embarrassed or awkward in giving us a call to discuss a problem with you order or your product, no matter how long you have owned it or what the problem may be.

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