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HF Industries Online Ordering FAQ's


We know that making an investment in new equipment is a big decision, and we are here to help you every step of the way. Here are some of the questions we are most commonly asked that might help you find the answers you need quickly. If you are not sure how to find what you need, add some keywords to our search function to filter relevant answers. 
  • What payment methods do you accept?
    We accept Visa & MasterCard payments (1.5% surcharge applies), as well as Bank Transfer (EFT). Our website offers small product sales with Visa, MasterCard, PayPal and AfterPay.
  • Do you accept returns?
    We don't accept returns for change of mind. If there is a problem with your order or a product in your order, please do not hesitate to contact your sales person or our support team for assistance.
  • Can you hold stock for me until I am ready to confirm my order?
    Unfortunately, we can't hole stock without payment. We try to keep the ordering process fair for all of our clients and can not reserve stock for unconfirmed orders for any reason.
  • What currency do I pay in?
    All orders will be quoted and due for payment in Australian Dollars. If you are ordering from a neighbouring country for International delivery, we are unable to invoice you in your own currency.
  • Are duties and taxes like GST included in your pricing?
    All of our orders for delivery within Australia are quoted inclusive of Australian GST. International orders are quoted excluding local taxes and duties which will be payment directly to your customs agency on arrival into your country. We are unable to include these charges in your order when purchasing outside of Australia.
  • How much deposit will I need to pay and when it is due?
    The deposit amount for a back order or custom order is between 30% and 50% depending on the order type. The deposit is due at the time of ordering to secure your place in the back order or custom ordering queue.
  • Is my deposit refundable?
    On a back order, the deposit amount is non refundable unless we are unable to supply your order within the estimated window discussed with your sales person. In the event that this can occur, you will then be given the opportunity to either wait based on the most up-to-date arrival information we have or have your deposit refunded and the order cancelled. For a custom order, your deposit amount will be non-refundable as the order will be made specifically for your requirements. Delays in manufacturing and shipment are beyond our control and will be communicated as best as possible along the way.
  • What happens if there is a manufacturing or shipping delay?
    Unfortunately, there are some circumstances that are beyond our control such as manufacturing delays and international freight. In the event that there is a delay that affects your order, we will keep you informed along the way.
  • What if I am not ready to take delivery when my order arrives?
    When your back order arrives, you will be asked to pay the balance of your payment so we can ship you order to you as soon as possible. Unfortunately, we are unable to store or hold orders. If you are not able to accept your order at the time of arrival, you can either take delivery and arrange self storage, or select to have your order returned to the back order queue. Please note, in returning to the back order queue, your equipment will be offered to the next client in line and forfeited, we are not able to hold stock for any reason. In the event that there has been a pricing increase during this time, your order may be subject to additional fees and charges when returned to the back order queue. When your custom order arrives, it will require the balance of payment to be paid immediately and shipped accordingly. We are unable to store custom orders once they arrive.
  • Will my order arrive all together?
    While we do our best to ship as much of your order in one shipment, sometimes this isn't possible. If your order has be placed with one delivery cost, additional deliveries will be made at no extra charge to you, in an effort to get your order delivered as quickly as possible. If a product is back ordered at the time of order, it will be placed on a separate order and a second delivery cost will apply. Unfortunately we can not hold orders in storage until all requested items are available if on partial back order.
  • Can I collect my order?
    Absolutely. We have a warehouse available for collections by appointment just south of Sydney in Taren Point. Once your payment has been received, you can make arrangements with our support team to come and collect your order. Collection appointments can be made Monday - Friday, 9am - 4pm. We are not open on weekends.
  • Can I have another freight service collect my order?
    Yes. If you would like to arrange your own shipping for an order, just let your sales person know the full name of the company, and contact person who will be arranging the pick up. If your order is a palletised shipment, a $99 handing fee will apply for the order to be wrapped and palletised ready for commercial collection.
  • What happens if an item goes onto back order?
    If an item unexpectedly goes onto back order after your order has been confirmed with payment, the out of stock items will be shipped to you separately at no additional cost.
  • Can you store an order until I am ready to take delivery?
    Unfortunately we are not store orders. Each order will be shipped as soon as payment has been received. We are unable to delay shipment to suit a specific time frame.
  • Can I collect my order from a local freight depot?
    In most cases, a palletised delivery can be collected from the nearest freight depot to save on the additional cost on delivery to the kerbside. Please ask your sales contact for more information on pricing and your nearest location.
  • Will you bring my order inside my home or studio?
    Our standard delivery service is to the kerbside only. This is because most of our orders are delivered by commercial freight agents who are not able to come onto private property for any reason. As such, palletised shipments are delivered to the public access kerbside only. We do recommend using the provided tracking information to stay in touch with the freight company, and have additional hands available to help bring larger items indoors. Be sure to ask your sales contact if we have an installation service in your area and they will be able to give you a quote to include this in your delivery.
  • Can I have my order professionally installed?
    In some areas we are able to offer an additional service to install your order in your home or studio. Please contact your sales representative with a much access information as possible, including any stairs, narrow openings, access details and elevator dimensions for a quote. In areas where we do not have technicians available, self assembly and installation is required.
  • Are there instructions to help me assemble my order?
    Yes! Balanced Body offering comprehensive assembly videos for almost the entire product range making it easy for you to assemble your products in your own time. You can find the video library here:
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