1. Appointment-only pickup
Pickup from our Helensvale workshop is by appointment only. We don't run a public counter. Once your job is ready, we send you the full street address and a 30-minute pickup window with the job-ready notification.
Pickup hours: Mon–Fri · 8am–4pm AEST. Outside hours by prior arrangement only.
2. Releasing the job
We don't release a job until full payment is confirmed on our end. Stripe payments are confirmed instantly; EFT can take up to one business day to clear.
For first-time pickups, please bring photo ID (driver's licence is fine) or a business card matching the company name on the order. For repeat customers, we'll know who you are.
3. Collection by someone else
You can authorise a courier, employee, or another contractor to collect on your behalf. Send us an email from the address on file naming the person and any identifying detail (name on uniform, vehicle plate, courier reference) before they arrive.
We won't release a job to anyone we can't verify. If we're unsure, we'll call you.
4. Loading and transport
Workshop staff will help carry and load. Once the parts are on or in your vehicle, tie-down and safe transport are your responsibility. We can't be held liable for damage in transit, so:
- Bring straps, blankets, or padding for fragile sheet material
- Confirm your vehicle is suited to the dimensions — long sheets need a ute, trailer, or van; we won't fold or score them to fit
- Inspect the parts before you leave — call out anything that looks off
5. Storage of completed jobs
We hold completed jobs at the workshop for 14 daysfrom the job-ready notification at no charge. After that, a daily storage fee may apply, calculated on the floor space the job occupies. We'll tell you the rate before it kicks in.
6. Unclaimed jobs
A job that remains unclaimed and unpaid 60 days after the job-ready notification is considered abandoned. We may dispose of or recycle the parts at our discretion, and the cost of materials and labour remains payable.
We'll always try to reach you on the contact details on file before disposing of anything.
7. Delivery as an alternative
Delivery to Gold Coast, Brisbane, Logan, or Tweed Heads may be available depending on the job size, the freight type, and current workload. Delivery is quoted separately from cutting and confirmed in writing before dispatch.
Once a job leaves the workshop with a courier or freight provider, the carrier's terms apply for damage and loss in transit.
8. Damage or shortfall on collection
Found something wrong on pickup? Tell us before you leave the workshop — most issues are easier to resolve while the job is still in front of us. Report anything you spot at home within 3 business days with photos to sales@cutpro.com.au.
Refunds and remakes are handled under our payment policy and terms of service.
9. Risk passes on release
Once a job is loaded onto your vehicle or handed to a courier you've authorised, risk and ownership pass to you. Insurance for transit and onward handling is your responsibility.
10. Changes to this policy
We update this page as our process evolves. The current version applies to all pickups and deliveries from the date shown above.
11. Rush turnaround
If you flag a job as rush at quote time, we aim to ship the job cut and ready for pickup within 48 hours of approval. Rush is subject to current workshop load — we confirm a rush commitment before we accept it.
Pricing for rush jobs runs through the same quote path. We don't itemise a rush surcharge on customer quotes — the total is the total.
If we can't hit the 48-hour mark, we tell you the moment we know and we don't bill rush rates on a job we can't rush.