Frequently Asked Questions
GENERAL QUESTIONS
Does Rope & Twine supply direct to the public?
Haverford Pty Ltd supplies its Rope and Twine products Direct-To-The public. The majority of products are available for direct purchase via the Online Store Shopping Facility on this website.
Items that don’t have individual “Add to Cart” options available, are still available to the public, however you will need to contact us to receive pricing. These item ranges are generally expansive in colour and sizing options and therefore transactions are handled manually.
Wholesale price enquiries are welcomed for repeat-buyers and/or large volume orders. Please contact us for details.
If you are interested in becoming a reseller, netting installer or wholesale stockist please contact us below to be provided further information.
ONLINE STORE QUESTIONS
How long will my order take to arrive?
Orders are shipped generally shipped the same or next business day.
Standard delivery times:
- Sydney / Canberra / Melbourne / Brisbane : 1 to 2 days
- Country NSW / VIC / QLD: 3 days
- North QLD : 4-5 days
- Adelaide : 2 days
- Perth & Tasmania: 5 days
- New Zealand: 5 days
Obviously the delivery time can vary, especially in rural or remote areas.... So please us the above as a guide only.
Following promotions and peak time (spring/summer), in rare cases dispatch may be 2+ days. If there is to be any extended delay on an order for any reason, you will be contacted via email or phone.
Express post or express courier may be available, however it must be organised manually with one of our staff vie phone or email. Please note that these shipping costs can be significantly higher as although a product may be light, express shipments are calculated on volumetric size.
What is Priority Dispatch?
Priority dispatch GUARANTEES your order will be dispatched with 1 business day from ordering. During peak periods, this helps you to "Jump-the-Queue" and ensure your order is dispatched as a priority. Please note that it does NOT mean it is being sent via Express, it will just ensure it is dispatched as a priority. Priority dispatch is $5, and is available as an option during checkout.
Which freight company will deliver my parcel, & what if i’m not home?
Rope & Twine Pty Ltd uses a range of carriers, utilising different services for different sizes parcels and different locations. Our staff determine the most appropriate service to suit your order. As a general rule, couriers are used throughout metropolitan areas and for larger orders, Australia Post is used for rural areas, and DHL is used for international orders.
Every order we send has item TRACKING, so you can track the progress of your delivery. If you have a specific courier requirement simply enter it in the special instructions section of the website checkout.
If you are not likely to be home at the time of delivery you have two options:
- Have the courier driver leave a failed to deliver card. You will then need to contact the freight company and reschedule delivery for a suitable time OR collect it from your local post office (if sent via Australia Post)
- You can request the driver to “Leave” the parcel in a safe place such as at the front door or through the side gate. You can give your “Authority to Leave” in the special instructions section of the website checkout.
SHIPPING
What locations do you ship to?
We ship throughout all of Australia & New Zealand, with shipping also available to other international locations upon request. All orders are sent from our warehouse in Sydney, NSW.
How long will my order take to arrive?
Orders are shipped generally shipped the same or next business day.
Standard delivery times:
- Sydney / Canberra / Melbourne / Brisbane : 1 to 2 days
- Country NSW / VIC / QLD: 3 days
- North QLD : 4-5 days
- Adelaide : 2 days
- Perth & Tasmania: 5 days
- New Zealand: 5 days
Obviously the delivery time can vary, especially in rural or remote areas.... So please us the above as a guide only.
Following promotions and peak time (spring/summer), in rare cases dispatch may be 2+ days. If there is to be any extended delay on an order for any reason, you will be contacted via email or phone.
Express post or express courier may be available, however it must be organised manually with one of our staff vie phone or email. Please note that these shipping costs can be significantly higher as although cat netting is light, express shipments are calculated on volumetric size.
What is Priority Dispatch?
Priority dispatch GUARANTEES your order will be dispatched with 1 business day from ordering. During peak periods, this helps you to "Jump-the-Queue" and ensure your order is dispatched as a priority. Please note that it does NOT mean it is being sent via Express, it will just ensure it is dispatched as a priority. Priority dispatch is $5, and is available as an option during checkout.
Which freight company will deliver my parcel, & what if i’m not home?
Rope & Twine uses a range of carriers, utilising different services for different sizes parcels and different locations. Our staff determine the most appropriate service to suit your order. As a general rule, couriers are used throughout metropolitan areas and for larger orders, Australia Post is used for rural areas, and DHL is used for international orders.
Every order we send has item TRACKING, so you can track the progress of your delivery. If you have a specific courier requirement simply enter it in the special instructions section of the website checkout.
If you are not likely to be home at the time of delivery you have two options:
- Have the courier driver leave a failed to deliver card. You will then need to contact the freight company and reschedule delivery for a suitable time OR collect it from your local post office (if sent via Australia Post)
- You can request the driver to “Leave” the parcel in a safe place such as at the front door or through the side gate. You can give your “Authority to Leave” in the special instructions section of the website checkout.
How much does shipping cost?
Our online shopping cart will automatically calculate your freight cost based on your order size and your location.
Importantly, the shopping cart will show you the freight cost BEFORE you have committed to the purchase. Our volume ensures we receive excellent shipping rates from most carriers, and we don’t charge any additional handling or processing fees.
Import Information for N.Z customers?
As all goods are shipped from our Australian Warehouse, import duties and taxes may be payable on large orders.
New Zealand customs does not collect Duty and GST where the total revenue payable on any one importation is less than $60. Therefore, generally orders under a value of approx NZ$350 won't have any payable amount upon arrival.
Example 1: (standard size order)
Goods Ordered: Sports netting: NZ$200 Duty on Netting at 5% : NZ$10 Freight: $50
Total Value $260
15% GST at $260 = $39.
As this amount is less than $60 there is no amount payable and your order will be shipped to your door or Post Office with nothing else to pay.
Example 2: (large order)
Goods Ordered: Bird netting: NZ$406 Duty on Netting at 5% : NZ$20.30 Freight: $50
Total Value $476.30
15% GST at $476.30 = $71.45
As this amount is greater than $60 there is an amount payable to NZ Customs. You will be contacted upon the goods entering the country, and once paid the order will be released to you. There will also be an import entry transaction fee of NZ$38.07 (GST inclusive) payable.
ORDERING
How do I place an order?
Our online store ensures expedited processing and shipping of your order.
Shop in your own time and then checkout using:
- Our secure online Credit Card facility
- PAYPAL
- Direct bank Transfer
- Credit Card over the phone
- Cheque / Money order
Alternatively orders can be placed by:
- Telephone: Call Monday to Friday 8am to 4pm on (02) 97715288 or +61297715288 (international)
- Email: info@haverford.com.au
- Fax: 02 97722688
Can I order Online?
For most of our products, yes you can. Our secure website is able to process your order, calculate freight costs and accept a number of payment methods. You can use our responsive website to order via your desktop, tablet or mobile phone.
Simply navigate to a product and “add to cart” the quantity required using the + or – buttons.
For any items listed as “By-The-Metre”, the quantity you enter will be a reflection of how many lineal metres you require. For example if you require 15m of a particular rope, you should enter 15 as the item qty
Once you have added an item to your shopping cart, it will appear on the left of your screen. From here, you can adjust quantities and also delete items not required.
Once you have added all required items, press Proceed to Checkout and you will be directed to the simple checkout process screen.
For simple one-off purchases, you can simply checkout as a guest, with no need to sign in.
For regular customers you have the option of signing in which ensures a quicker checkout for future orders.
How can I pay?
Rope and Twine accepts payment via:
- Our secure Credit Card facility
- PAYPAL
- Direct bank Transfer
- Credit Card over the phone
- Cheque / Money order
We will need to await clearance of payment when you select Direct Transfer or Cheque. Direct transfers made via Commonwealth Bank are instant, with other banks payments normally clearing in 1 day.
Do you accept returns / refunds?
Yes we can offer refunds within 14 days of purchase, under the following conditions:
- We offer a full 100% refund on all stock items that have not been used or altered. This applies to items that HAVE NOT been cut to your specification, such as unopened rolls of netting, clips, turnbuckles etc. Therefore if you accidently over order on accessories that you don't end up using, you can return them for a full refund. Return Shipping is at the buyers expense.
- For any items that have been cut "by-the-metre", such as netting, rope or wire we will refund 50% of the sale price, assuming the item has not been used or altered. For example if you purchased 16m of netting by-the-metre but decided not to use it for any reason, you could return the netting for a 50% refund. However, if you used 10 of the 16m supplied you cannot return the excess 6m that you no longer require.
- Any items deemed faulty will be accepted for a full refund. We have a customer first service mentality, so if you're not happy with your product or service for any reason contact us for assistance.
BRAND SPECIFIC QUESTIONS
Are your products high quality?
Established 125+ years, Haverford has built lasting reputations with the leading manufacturers across the world.
Double Diamond brand Rope and Twine is entrenched in the Commercial fishing industry, and is widely regarded as the premier choice for professional fisherman. We have personally visited the manufacturing factories, and our long standing relationships ensure we have the buying power and flexibility to customise our ropes to suit the harsh Australian environment. All rope and twines that we supply are UV Stabilised.
We also supply selected products manufactured locally by Australian manufacturers.
