Frequently asked questions

Please wait until we tell you it’s ready. Once the manufacturer has booked your order in, you’ll get a Pick Up Instructions email from sales@onlineroofing.au with the depot’s full address, your pickup date and the reference to give at the counter.

If you’ve given us a valid Australian mobile number, you should also get a text soon after that email with the same details, and another text on the day your order is ready.

Can’t find the email? Check your junk or spam folder first. Still nothing? Email orders@onlineroofing.au with your order number.

No. The date at checkout is your preferred date, not a booking. Everything is made to order, so we confirm the real date by email once the manufacturer has scheduled it.

If the manufacturer runs late (busy periods and steel shortages do happen), we’ll email you the new date (and text you if SMS applies to your order). Coming a long way or hiring a trailer? Email orders@onlineroofing.au the day before and we’ll check it’s ready.

You collect from the manufacturer’s depot, which is a working factory, not a shop. That’s why the website only shows the suburb. Your Pick Up Instructions email has the full street address, and we send it once your order is confirmed.

At checkout you choose the free pick up option nearest your postcode. Your Pick Up Instructions email names the depot (and so does the text, if you get one). If it isn’t the one you picked, email orders@onlineroofing.au straight away.

Some products are made in another state and transferred to your depot, which can add up to 5 working days.

Pickup depots (same list as our Delivery / pick-up page): Stramit Crestmead, Maryborough, Parkhurst (Rockhampton), Garbutt (Townsville) and Edmonton (Cairns) QLD; Erskine Park, Coffs Harbour, Orange, Queanbeyan and Albury NSW; Knoxfield VIC; Brighton TAS; Cavan SA; and Maddington WA.

Look for the manufacturer’s sign. There’s no Online Roofing sign. Follow the signs to customer pick ups.

At the counter, give the pick up order reference from your Pick Up Instructions email (the ‘Order # to reference’). It’s the manufacturer’s own pick up number for your order, not your ORA order number, which the depot won’t recognise. Check everything is there before you drive off.

Pickups are Monday to Friday. Hours vary by depot, so see our Delivery page for the list. Your Pick Up Instructions email (and text, if you get one) shows the hours for your depot.

Depots can close on local public holidays, so check your pickup date if there’s one coming up.

• Enclosed shoes. They’re required.
• No smoking on site.
• A vehicle that can carry your longest length safely and legally. We email the loading requirements with your pickup details, and you can read them any time on Stramit’s loading requirements page.

The depot will refuse to load a vehicle that doesn’t meet the rules, even for light items. Ordering lengths longer than your ute or trailer? Choose delivery instead, or ask us before you order.

Yes. Email orders@onlineroofing.au and tell us when you’ll come. Orders are held for a maximum of 10 business days.

Want it earlier than your confirmed date? We can ask, but the manufacturer usually can’t bring it forward.

Yes. A mate, a worker or a courier can collect for you. Give them the depot details and your pick up order reference. The same rules apply to them: enclosed shoes and a suitable vehicle.

Yes. Email hello@onlineroofing.au with:

• the products, lengths and quantities
• the colour
• your suburb, postcode and state
• whether you want delivery or pick up

Photos, sketches and PDFs are all fine. We’ll send back a quote with a payment link within 2 business days, usually within 24 hours. Pay through the link and your order is placed, so there’s nothing to re-enter.

Add your items to the cart and enter your delivery postcode at checkout. The freight shows before you pay. We don’t add any margin to freight, so you pay what it costs us.

If checkout says you’re outside our service area, email hello@onlineroofing.au with your items (a cart screenshot is fine) and the delivery address, and we’ll quote it. Pick up from a depot is free.

Pay online at checkout, or through the payment link in your quote email, by card (Visa or Mastercard, processed securely by Stripe), Google Pay or Apple Pay. Prefer to pay by EFT (bank transfer)? Just ask, and we’ll send you a PDF invoice with our bank details.

If the link won’t work, reply to the email. We can send a new link, or a PDF invoice with our bank details so you can pay by bank transfer. Use your order number as the payment reference.

Need a tax invoice? We attach it to your confirmation email, and we’re happy to resend it.

Not at the moment. We don’t offer trade or 30-day credit accounts. Builders who order often can email each job list, and we’ll send a payment link for it.

Yes, that’s what we’re here for. Email hello@onlineroofing.au with what you’re building or fixing, a few photos and rough measurements. We’ll point you to the right profile, screws and accessories. Each product page also links to Stramit’s technical information.

Often, yes, and not only Stramit. We can source from other manufacturers too. Email clear photos and measurements:

• Gutters: the front height, base and back, the bracket type you have, and a photo of the end profile
• Sheets: the number of ribs per sheet and the distance between them

There’s no need to send us an offcut. Photos and measurements work just as well.

Some products are only made in certain states. For example, cyclonic screws are only made for cyclonic areas, the Queenslander Quad gutter is made for QLD only, and some items aren’t made in WA. The website only lets you order what we can supply to your postcode.

Email hello@onlineroofing.au with the item and your address. Sometimes we can have it made in another state and freighted to you, at extra cost.

Most products come in the Colorbond range and in Zincalume. The colour options are listed on each product. Try our Colorbond visualiser, but check against a real sample before you buy, because screens show colours differently.

Use the Custom Flashing Quote Form or email hello@onlineroofing.au. A neat drawing isn’t needed. A photo or hand sketch is fine as long as it shows:

• every measurement in mm, plus the angles
• which side is coloured (draw an arrow)
• the colour
• how many pieces you want, and the length of each

We’ll send back a drawing for you to check and a payment link. We make it once you’ve approved the drawing and paid. Ordering other items as well? Say so in the notes and we’ll put everything on one delivery.

• Material: Colorbond or Zincalume, 0.55BMT as standard
• Girth (the total width of flat metal before folding): up to 1200mm
• Length: from 500mm up to 8.0m per piece
• Bends: a squash or crush fold counts as 2 bends

Roll-formed products such as standard barge capping can’t be changed, but we can make a custom flashing to your design instead.

You should get a priced quote by email, usually within 24 hours. Haven’t heard back within one business day? Check your junk folder, then email hello@onlineroofing.au or call 1300 621 622.

Read the description on each line. It shows the number of pieces and the length (e.g. 6 x 2700). If anything doesn’t match what you asked for, reply before you pay and we’ll fix it. Can’t open the link? Reply and we’ll send you a PDF.

Usually 48-72 hours after payment, sometimes sooner. Busy periods can take longer. We’ll confirm your date by email.

Everything is made to order, so it depends on what you buy and where you are. As a guide:

• most sheets, gutters and flashings: about 48-72 hours after your order is processed
• purlins and structural items: about 5 working days
• items made in another state and transferred to you: up to 5 working days

Same-day pickup usually isn’t possible. Material shortages can push dates out, and we’ll tell you by email if that happens.

We don’t use Australia Post. Delivery is through the Stramit freight network at the rates they set – we don’t add any margin, so the cost is the cost. You’ll see the price at checkout before you pay.

We can’t post anything. Our products come straight from the manufacturer on a truck. The cheapest ways to get small items are:

• free pick up from a depot
• adding them to a bigger order
• sending your own courier to collect

Deliveries are generally made between 7am and 5pm, Monday to Friday. The transport company plans the run on the morning of delivery. Once we know your window, we’ll email you an estimated time.

A timed delivery is sometimes possible for an extra fee of $150 incl GST. If your confirmed date doesn’t suit, email orders@onlineroofing.au straight away and we’ll ask the manufacturer to move it.

The driver may need to call you, so we need a working site contact number. Wrong number, email or address? Email orders@onlineroofing.au with your order number as soon as possible.

Add notes at checkout: where to leave it, gate codes, side access, or whether you need a Hi-Ab (crane, 0.5 tonne maximum lift). Unless something else is arranged, delivery is to the kerb.

• Nobody home? The driver will leave it as close as possible to the spot you nominate. Unattended deliveries are at your risk.
• NSW: kerbside drop-off is only allowed if someone is on site to receive the goods. Otherwise it has to go inside the property.
• Refused deliveries: redelivery costs at least $295 inc GST on top of the normal delivery charge.

Email orders@onlineroofing.au as soon as possible with your order reference. We can usually make changes within 24 hours, but not always if the order has already been processed quickly. We can change lengths, colours or items until the manufacturer makes them.

If the change costs more, we’ll send a payment link for the difference. Adding items can push your date out. Items from a different supplier (insulation, for example) may come on a separate delivery with its own fee.

Products made to your colour, size or length can’t be refunded once they’re made. That includes change-of-mind and ordering mistakes, so please double-check your order before you pay.

Want to cancel before production starts? Email orders@onlineroofing.au straight away – we can cancel and refund if it hasn’t been made yet. If we agree to take back standard (not custom-made) items, they must be in their original, resaleable condition, and a restocking fee of up to 20% may apply. Faulty goods are covered by the Australian Consumer Law. See our Return Policy for details.

Check your order when it arrives, or before you leave the depot. Tell us within 48 hours: email hello@onlineroofing.au with your order number, clear photos and what’s wrong. We’ll sort out a replacement with the manufacturer.

Before you report something missing, check all the packaging, because small items sometimes come in a separate box. If you placed more than one order, each has its own reference and may be packed separately.