Frequently Asked Questions - Online Shop

This page contains helpful information about using the Midland Brick Online Shop.

Below you will find:
1) Delivery Information
2) Pick up Information
3) Technical Support
4) Payment Information and Support
5) Customer Service details

Find out about Caring For Your Product and Important Information once you have made your purchase.



Getting Your Product to You

We deliver throughout the Perth metropolitan area and most major WA regional and rural districts. Please note that lead times and transport surcharges will vary outside the metropolitan area - depending on weight.

To assist in your delivery, please provide us with a street number (not a lot number). It is also very helpful for our drivers to know your nearest street corner.



Standard Delivery - Metropolitan Area

Delivery is within 5 business days and in most cases within the first few days of placing your order.
Note: "Business Day" excludes weekends and public holidays.

How you can help:
It is important you supply details where you want your products placed.
If you require us to enter your property you will need to submit an Delivery Authorisation Form. Please contact Customer Service if you require this form or download below.

We will endeavour to place the product as you requested. However, if you have not provided delivery instructions and someone is not present at the time of delivery, the Midland Brick driver will use his best judgement when placing the product.

If there are any questions regarding your delivery please contact us on 13 15 40 or email midlandbrick@boral.com.au



>Download Delivery Authority Form

Express Delivery - Delivery within 48 hours of placing your order (additional charges apply):

All express deliveries are to the verge of the property only.

If there are any questions regarding your delivery please contact us on 13 15 40 or email midlandbrick@boral.com.au



Other Delivery Information

Where do we deliver? We deliver throughout the Perth metropolitan area and most major WA regional and rural districts. You can see a full list of suburbs that we deliver to in the checkout process.


What are outlying suburbs? Deliveries to suburbs falling in outlying areas may take longer than the standard estimated delivery time frames. Some surcharges may also apply.


I can't find my suburb in the delivery suburb menu?
If your suburb does not appear on the list of suburbs in the checkout delivery stage please contact Customer Service. Unfortunately deliveries to suburbs/areas which do not exist in our list of suburbs are not available through the Online Shop. However we still may be able to process orders over the phone or in store should you wish to do so. Deliveries to these areas may take longer than the standard estimated delivery time frames. Some surcharges may also apply.


Minimum quantities we can deliver:
Minimum quantities apply to qualify for delivery.

These are:
- 1 pack of bricks
- 1 pack/pallet of pavers
- 1 pallet of blocks

If your order is below our minimum quantity please call 13 15 40 to discuss further options.

Please note, there is a handling surcharge for all products that are delivered or picked up loose or in part packs.

Minimum delivery charges:
Minimum delivery charges apply for all delivery orders. Regional areas will incur some additional transportation charges dependant on weight and destination.

Where we can deliver on your property:
Midland Brick drivers can only deliver to certain areas of your property. In all circumstances if no delivery instructions are supplied we will deliver to the verge - if safe to do so. If there is no available space on your verge, Midland Brick will attempt to contact you for further instructions or deliver at another time. Charges may apply.

Can you deliver to me on a requested day?
Orders for a specific day can only be delivered within a 24-hour window, providing we have received sufficient notice.

Specialised equipment for challenging deliveries:
Our range of transportation and delivery equipment enables us to find solutions to suit most delivery requirements. Please call 13 15 40 to discuss your requirements.

Established Property delivery:
Due to the size and weight of delivery equipment it is preferable that product be delivered to the verge. This eliminates the possibility of damage to driveways, curbs, pathways and gardens etc.

Where delivery to the verge is not possible, the owner of the property must complete an Delivery Authority Form. Please be aware of the possibility of damage should we need to enter the property - as outlined above. A driver will not complete a delivery if they feel that the area designated (by the client) is unsafe. In these circumstances the driver may unload product on the verge.

If for some reason the delivery authoriser is not on site when the driver arrives, the product will be delivered to the verge. If the client requires the product to be shifted at a later date charges will apply. Please call 13 15 40 for more information.

How can I check on the status of my order? Have your order number ready and Call 13 15 40 or email midlandbrick@boral.com.au



Pallets - Delivery

Some products are delivered on pallets. These orders require a $40 deposit per pallet. This deposit is fully refundable on return of the pallet to a Midland Brick Yard in its original condition within 6 months of purchase. Pallets can also be arranged for pick up from site for a $10 per pallet charge.

For regional areas, pallets must be returned to the place of purchase. Some products are available on part pallets, meaning defined quantities (less than a full pallet) can be ordered. Conditions apply. Contact Customer Service for further information.



Picking up product from a Midland Brick Yard

Pick up loading information:
Due to weight and loading restrictions, your standard garden trailer may not be suitable to pick up product from our yards. If your trailer is not marked with load specifications you can only load a maximum of half a pack of pavers or bricks.

Compliance plates will dictate load limits of trailers. If there are no compliance plates our staff will advise loading options. To help we have suitable trailers available for hire.


Vehicle Loading Restrictions:
Load restrictions and regulations also limit the amount of product we are allowed to loose load into vehicles. Approved safety barriers may be required. Please check with Customer Service for further details.

Further restrictions may apply
- Loose load quantity limits
- Size of load versus towing capacity
- Suitability of trailer/vehicle to safely carry the load
- Correct use of containment and restraining devices
- Trailers without brakes or compliance plates will be restricted in their loading capacity

In the interests of safety, Midland Brick will only load vehicles that comply with the above. Please contact Customer Service for further information.


Trailer Hire:
We have purpose made trailers for hire.

Conditions:
- A $25 hire fee applies
- 50mm Towball required
- Current drivers licence to be sighted
- Trailers must be hitched and unhitched by qualified Midland Brick staff only
- Load limits are subject to Government regulation and will be determined by Midland Brick staff

Fees and other charges
- All products picked up from a yard (excluding Middle Swan) will include an additional cost of cartage from the Brickworks to the Yard.
- There is a handling surcharge for all products that are delivered or picked up loose or in part packs.
- A $100 restocking fee plus transport applies to any stock returned to yards. Stock must be in packs or on pallets as purchased.

Please contact Customer Service for further information.



Pallets - Pick Up

Some products are packaged on pallets. These orders require a $40 deposit per pallet. This deposit is fully refundable on return of the pallet to a Midland Brick Yard in its original condition within 6 months of purchase. Pallets can also be arranged for pick up from site for a $10 per pallet charge.

For regional areas, pallets must be returned to the place of purchase.
Some products are available on part pallets, meaning defined quantities (less than a full pallet) can be ordered.

If you are picking up product, and the quantity is under half a pallet, (depending on your product) we may allow loose loading of product to your vehicle or trailer and you will receive a refund on the pallet. Conditions apply.

Contact Customer Service for further information.



Technical

I need personal assistance with my order. Who can I contact?
Our Customer Service team is available: Monday to Friday 8:00am to 4pm. For after hour enquiries please email midlandbrick@boral.com.au We will respond as soon as we can.


How do I create/register a new account?
1) Click on login/register in the top navigation
2) Click on 'Create a new account'
3) Fill in the online form
4) Once you have completed your details, click on 'Create my account'
5) You will then receive an email from Midland Brick confirming your registration


How do I register for a trade account?:
1) Prior to registering online please call 13 15 40 to discuss being setup as a trade account holder.
If you are a current Midland Brick Trade Account holder please call 13 15 40 or email us at midlandbrick@boral.com.au so we can provide you with your unique registration token. This will allow us to link your current account pricing so it matches with the online store (when you're logged in).
2) Once you have received your registration token click on 'login' in the top navigation
3) Click on register 'Existing Trade Account Customers'
4) Fill in the online form
5) Once you have completed your details, click on 'register' 6) You will then receive an email from Midland Brick confirming your registration


How do I update my details on my account?
1) Log in to your account
2) Click on 'My Account
3) Click on 'Update Account Details'
4) Make your required changes in the fields presented
5) Click 'Update' to save changes


How do I change my password?
1) Log in to your account
2) Click on 'My Account'
3) Click on 'Change Password'
4) Enter your new password
5) Click 'Change Password' to create your new password


I am having problems ordering through your website. What can I do?
Please save your cart in case our website is experiencing any technical difficulties. Then please contact 13 15 40 or email midlandbrick@boral.com.au with your queries and we will respond as soon as we can.


Do I have to pay shipping for my return items?
If you have simply changed your mind you are responsible for the return of the products to the yard of purchase. Customers must arrange returns with our Customer Service Team. Charges apply. A $100 restocking fee plus transport applies to any stock returned to the yards. Stock must be in packs or on pallets as purchased.

If you have been delivered the wrong product or there is an issue with your product please consult Customer Service on 13 15 40 or on midlandbrick@boral.com.au


I received damaged product what do I do?
Please contact customer service on 13 15 40 or email us at midlandbrick@boral.com.au



Payment

What payment types do you accept?
- Credit Cards: Visa and Mastercard
- Direct Debit
- Debit your Trade account
- American Express (surcharges apply)
- Diners (surcharges apply)

Something happened while I was submitting my order. How will I know my payment and order went through successfully?
All successfully submitted orders will receive a confirmation email within an hour of purchase. If you have not received a confirmation email please contact our Customer Service Team.

Customer Service: 13 15 40
We're available: Monday to Friday 8:00am to 4pm

Pricing:
All prices are in Australian Dollars (AUD) and include GST, unless otherwise stated.

Some brick products will incur an additional charge of $1.50 per 1000 bricks. This is a training levy for the Australian Brick and Block Laying Training Foundation (ABBTF). You can find more information at The ABBTF website.



Customer Service

We want your experience with Midland Brick to be the best it can be and we invite you to contact our Customer Service department with any questions or concerns. We are here to help with everything from placing an order, delivery questions, quantities, product applications, setting up an account and advice on all our products.

As we are always striving to improve, we value your feedback and opinion, so please let us know if there is something we are doing well - or not so well - or if there is anything we can do better.

Phone: 13 15 40
Call centre hours: Mon - Fri: 8:00 am to 4pm
Email: midlandbrick@boral.com.au
Contact form: Contact us form



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