Frequently Asked Questions (FAQ)
- When can I make an order?
- When will my credit card be charged?
- When will my order arrive?
- How are the delivery fees calculated?
- Do I have to pay setup and collection fees for hire equipment?
- How will my order be delivered?
- Will I get a tax invoice / receipt for my business?
- Do I need to return my hire equipment?
- Can I have someone else accept my order?
- How old do I need to be to place an order?
- How old do I need to be to take receipt of an order?
- Will the driver leave my order unattended?
- I hear you have a Recycling Service – How much does it cost?
- Can I send a gift to someone else at a different address to me?
- What should I do if I have a question?
When can I make an order?
Anytime with Grog on Wheels convenient online store! You can make an order 24 hours a day seven days a week at your convenience. All timeframes are calculated using the relevant Adelaide timezone.
When will my credit card be charged?
When you have chosen all of the items you wish to purchase or hire you simply push the proceed to checkout button to take you to the delivery and payment pages. Once you push the pay now button on the payment page you will leave the Grog on Wheels website and be transferred to Bendigo Bank’s secure payment gateway site for payment processing.
Your credit card will be charged as soon as you push the pay button on the Bendigo Bank’s secure site if you are paying by credit card.
When will my order arrive?
During the Checkout process you are asked to nominate a day and timeframe that you will be at the delivery address to accept the order. We offer a standard minimum 3 day turn around service, ie if you order any time on Monday, we can deliver any time on Thursday onwards for a standard delivery fee. You can choose to have either an express or next day delivery but you will incur an extra $50.00 or $100.00 surcharge fee.
The day can be any day of the year except Christmas Day and Good Friday as it is against the law to deliver alcohol on those days.
- The Liquor Licensing Act allows delivery between 8.00am and 9.00pm and the timeframes available with Grog on Wheels are as follows:
- 8.00am to 12.00pm
- 10.00am to 4.00pm
- 1.00pm to 5.00pm
- 5.00pm to 9.00pm
How are the delivery fees calculated?
Standard delivery applies to all orders and is a minimum fee of $30.00 for orders up to $300.00, ie. an order totalling $150.00 would incur a $30.00 delivery fee. For orders over $300.00 the delivery fee is based on 10% of the total order (excluding any refundable security bond for hire equipment), ie. if your total order comes to $375.00 then the standard delivery fee will be $37.50.
If you require your order within 2 days, then an express delivery fee of $50.00 will be added to the standard delivery fee, ie. if your total order comes to $375.00 and you require express delivery, then the total delivery fee would be $87.50 ($37.50 standard delivery fee plus $50.00 surcharge).
If you require your order the next day, then a next day delivery fee of $100.00 will be added to the standard delivery fee, ie. If your total order comes to $375.00 and you require next day delivery, then the total delivery fee would be $137.50 ($37.50 standard delivery fee plus $100.00 surcharge). You cannot choose the 8.00am to 12.00pm delivery timeframe if you choose next day delivery.
We do not offer a same day delivery service at this stage.
Do I have to pay setup and collection fees for hire equipment?
We charge one simple delivery fee for all of our services. No extra fees are charged for setting up hire equipment or our return visit for collection of any hire equipment after your event. We also remove all glass and plastic drink bottles and cans, including wine and beer bottles, as part of our courtesy Recycling Service, if requested at the time of placing the order.
How will my order be delivered?
Grog on Wheels personally delivers all products and hire equipment and collects hire equipment and items for recycling. The drivers are courteous and well dressed and provide a touch of class to our service. They fit in well in a corporate environment and will make you the envy of your competitors.
Will I get a tax invoice / receipt for my business?
A tax invoice/receipt will be sent to your email address as soon as the payment has been processed through the secure payment gateway of Bendigo Bank. The email will provide you with a summary of all the information that you have provided in the checkout process.
Do I need to return my hire equipment?
We will return to your nominated address to collect hire equipment and any recycling (if requested) on a day and between a timeframe nominated by you at the time of the order.
- Collection timeframes are as follows:
- 8.00am to 12.00pm
- 10.00am to 4.00pm
- 1.00pm to 5.00pm
- 5.00pm to 9.00pm
There is no additional charge for the collection of all hire equipment or removal of all glass and plastic drink bottles and cans, including wine and beer bottles if requested at the time of placing the order.
Can I have someone else accept my order?
If the order contains hire equipment the member will need to be present in order to sign a Hire Agreement at the time of delivery.
If your order does not contain hire equipment you can nominate anyone over the age of 18 years to accept delivery of your order. The driver may request to see proof of age if they have any concerns that the person accepting receipt is under the age of 18 years and if they refuse or are unable to provide proof of age, then the driver will not leave any component of the delivery that contains alcohol.
How old do I need to be to place an order?
You need to become a member to place an order. Membership is only available to people over the age of 18 years. New members will need to agree to the terms and conditions contained in the Membership Agreement.
How old do I need to be to take receipt of an order?
If the order contains hire equipment the member (who needs to be over the age of 18 years) will need to take receipt of the order as they will need to sign a Hire Agreement.
If the order contains alcohol the member or their nominated representative accepting receipt will need to be over the age of 18 years and may be required to provide proof of age. The driver will not leave any component of the delivery that contains alcohol with someone under the age of 18 years.
Will the driver leave my order unattended?
No. All orders need to be signed for at the time of delivery.
A delivery timeframe is nominated at the time of placing the order and one of our Customer Care Officers will telephone the member prior to delivery to confirm the delivery details.
- Delivery timeframes are as follows:
- 8.00am to 12.00pm
- 10.00am to 4.00pm
- 1.00pm to 5.00pm
- 5.00pm to 9.00pm
If there is no-one in attendance to accept receipt of the order the driver will return the order to Grog on Wheels. A Customer Care Officer will contact you regarding the delivery and a redelivery fee may be charged.
I hear you have a recycling service – How much does this cost?
Absolutely nothing. This courtesy service is available for all members upon delivery of an order and/or upon collection of hired items and may include drink bottles and cans that have been purchased through our website as well as other retailers.
Can I send a gift to someone else at a different address to me?
Yes you can. Grog on Wheels is an easy and convenient way to send gifts to family and friends or corporate clients.
What a fantastic way to say thank you to a client, happy birthday to a friend or "I love you" to your special someone. By entering details in the Gift message box on the delivery page you can write a message to be included with the delivery and we can gift wrap it for free if you ask too!
What should I do if I have a question?
No question is too big or too small. Please contact us and a Customer Care Officer will respond to your question(s) within 48 hours.
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