Pickup, Delivery & Packaging
Find out how to collect your order or arrange delivery to your site.
Custom Glass Service
Complement our glass pool fencing, balustrading and shower screen ranges with toughened local custom glass.
Cut to Size Service
Our made-to-order service for customers who need a product built to specific dimensions.
Frequently Asked Questions
Ordering & Delivery
How do I cancel or edit an order?
How do I cancel or edit an order?
If you need to change or cancel an order, call us as soon as possible using the number on our Contact Us page. We can only make changes before the order enters dispatch processing. Once processing or dispatch has started, cancellation may no longer be possible. Acting quickly may also prevent an unnecessary return.
Can I order online if I don't have an account yet?
Can I order online if I don't have an account yet?
No. You need an active account to view prices, request quotes or place orders through any channel. We cannot process transactions or provide pricing for non-account holders. You can browse our full product range without an account. If you would like to purchase, please apply for an account.
How can I track my order?
How can I track my order?
To track your order please check the delivery date and details provided in your order confirmation email. If you cannot find these details or require further assistance, please reach out to us directly by going to the Contact Us page.
What if there is a problem with my order?
What if there is a problem with my order?
Please submit the Contact Us form as soon as possible. Include your order number, a clear description of the issue and supporting photos where relevant. This helps us investigate and respond more quickly.
For an urgent cancellation before dispatch, please call us using the number on the Contact Us page.
I didn't receive all of my order?
I didn't receive all of my order?
First check your shipping confirmation to see whether the order was sent in separate deliveries. If items are missing and no additional delivery is listed, submit the Contact Us form with your order number, the missing item details and photos of the goods received where relevant.
What delivery options are available?
What delivery options are available?
Available delivery methods depend on the products, location and depot. Options may include depot pickup, pre-order collection, parcel courier, third-party transport or a Glass Outlet delivery vehicle where available. Review the Pickup and Delivery page for current options per branch.
If you are still unsure, submit the Contact Us form.
Quotes & Pricing
How do I request a quote?
How do I request a quote?
You must have an account to request a quote. Existing customers sign in and create the quote online. New customers please apply for an account here.
Can I get pricing without submitting a full quote request?
Can I get pricing without submitting a full quote request?
Pricing is available to existing customers. To view prices, please sign in to your account.
New customers, please apply for an account here.
Do you provide material take-offs or quantity calculations for custom projects?
Do you provide material take-offs or quantity calculations for custom projects?
Yes. Our custom design team can review and help calculate accurate material estimations and take-offs for your glass balustrade, fencing, or screening project. This service is available exclusively to Glass Outlet trade account holders.
To find out more, view our Estimation and Take-Offs page and submit your project details using the Contact Us form.
Can you quote large or bulk commercial projects?
Can you quote large or bulk commercial projects?
What should I do if the pricing looks incorrect?
What should I do if the pricing looks incorrect?
Submit the Contact Us form and include the product code and displayed price. We will review the details and respond with the correct information.
Returns, Exchanges & Refunds
What is your returns policy?
What is your returns policy?
Eligible standard items may be considered for exchange or account credit when returned within three months of collection or delivery, with proof of purchase, and in clean, undamaged, unused and resalable condition with original packaging intact. Approved returns are subject to a restocking fee. Cash or bank refunds are not provided for approved returns; approved value is issued as account credit.
Review the full Returns page and submit a request through the Contact Us page.
Custom glass and cut-to-size orders are strictly non-returnable.
How do I return an item?
How do I return an item?
First review the Returns page to confirm that the item is eligible. If it meets the requirements, submit a request through the Contact Us page.
Do not send or drop off goods until your request has been reviewed and you have received an approval email and return paperwork. Unauthorised returns cannot be accepted at our depots.
Are all products eligible for return?
Are all products eligible for return?
No. Custom and cut-to-size products are not eligible for return. This includes project glass, hardware, extrusions, Enduroshield coatings, cut-to-size screening, battens and wire, CNC products and turret products. Standard-range items must meet all conditions shown on the Returns page.
How long does it take to process a return or exchange?
How long does it take to process a return or exchange?
Once an approved return has been received and inspected, processing normally takes 5-7 business days. Approved account credit will then be applied, or an approved exchange will be arranged. If you have not received an update after this period, submit the Contact Us form and include your return reference.
Trade Accounts & Access
How do I open a trade account?
How do I open a trade account?
Complete the trade account application. We aim to process your application and come back to you within 24 hours. Once approved, you will receive a confirmation email with access details to trade pricing and online ordering.
What are the requirements to open a trade account?
What are the requirements to open a trade account?
You will need your business name, ABN, business and postal addresses, nearest depot and contact details. Please apply for an account here.
How do I access trade pricing?
How do I access trade pricing?
Trade pricing is available online after your trade account has been approved. Sign in using the email address linked to your account. We will send a six-digit verification code to that email address. If you cannot access the account email or do not receive the code, submit the Contact Us form.
How do I check whether a product is in stock at my nearest depot?
How do I check whether a product is in stock at my nearest depot?
Stock levels vary by depot. Please sign in to view current availability on the product page.
If the stock position is still unclear after signing in, Submit the Contact Us form to confirm availability before placing your order. You can always send your order, and we will work with you to meet your requirements.
What compliance standards do your products meet?
What compliance standards do your products meet?
Compliance depends on the product and its intended application. Check the individual product page and available technical documents for applicable standards, test information and installation requirements. If you need help confirming suitability, review our certification options on the Engineering Certifications page or submit the Contact Us form with the product code, intended use and project requirements.
I cannot find a product in the online store. Is it still available, or is there a replacement?
I cannot find a product in the online store. Is it still available, or is there a replacement?
The product may be unavailable online, discontinued or replaced. Go to the Contact Us page and submit the contact us form with the product name or code, required quantity and intended use. We will confirm availability or recommend a suitable alternative.
Custom Design, Engineering & Compliance
Can you help design a custom balustrade or fencing layout?
Can you help design a custom balustrade or fencing layout?
Yes. Visit the Estimations & Take-offs page, sign in and submit your measurements, site conditions, drawings, required products and project details. This information allows our team to assess the request and advise on suitable systems, glazing or panel requirements and material quantities. Our team will follow up via email within 2 business days to address your request.
Can you supply engineering documentation for council or certifier approval?
Can you supply engineering documentation for council or certifier approval?
Documentation availability depends on the product system and project. This is available by filling out our Site-Specific Engineering Form included on each System page. If you have further questions, send us a request.
If you can't find your answer above please reach out to our team and we will be happy to help.