You have placed an order with us.

What we do to try to make your job run as smoothly as possible. 

  1. Confirm all details of your order you have placed with us via a combination of the details on our quote sheet and the details as shown on your invoice.
    1. We will contact you asking you to confirm all of the details on the quote and on the invoice.  This communication is preferred via email.
    2. Wherever possible we will scan and email to you a copy of the quote sheet which will include all pertinant details regarding your work and also include any special requirements and or alterations / ammendments to the original qoute.
    3. The payment of a deposit 10% and payment of the Pre-Production payment 40% (blinds are full upfront payment) will be considered as full and complete confirmation of the job details as we have provided them to you.
  2. Job proceed trigger.  We will proceed with any order (signed or otherwise) only after the deposit and the pre-production payments are made.
  3. Lead times or how long it is going to take to complete your work depends on the type of products and your installation requirements.
    1. Insect screen, Diamond Grille, Xceed, SecureView, ForceField products:
      1. Standard screens: 3-5days.
      2. Other screens: 7-10 days.
      3. Retractable or Magnetic insect screens: 14-30 days.
    2. Hard Core Products: 14-20 days.
    3. Steel Bars:
      1. Zinc Plated: 20 to 30days.
      2. Galvanizing: Add 10 days.
    4. Welded frames and track work: Adds 5-15 days to any job.
    5. Carpentry work:
      1. Simple carpentry adds 3-7days to any job.
      2. Harder carpentry adds 5-15 days to any job.
    6. Blinds: refer to blinds online lead times and add 5-10 days.
    7. Security Shutters: 15 to 30 days.
    8. All other Shutters: 50 to 80 days. (yes... all are custom made in China and shipped by container ship)
    9. Most Carpentry, Weld Frame & Track work jobs will require multiple site visits to complete.  We will let you know if your job is a 2 or 3 stage job requiring multiple site visits but if you are in doubt just ask.
  4. CONFIRMED Installation Booking. We will book a CONFIRMED installation date and time with you when all products in your order are in our factory and all accessories, hardware etc has been checked and confirmed ready for installation.
    1. It is often difficult to give exact dates for when your job will be ready by however we hope that the above lead times give you a level of certainty that we are on the job and always endeavour to complete your job as fast as possible.
    2. We do not book CONFIRMED installation dates and times prior to confirming all products are in stock and ready to install because if even one piece is missing then we will have to arrange for another on-site visit to complete your job and no one wants that.  Much better to do everything that we can to complete your job in one visit or when on-site booking CONFIRMATIONS have been made.
  5. TENTATIVE installation booking. Under duress we may give you a TENTATIVE date and time for your installation but this is NEVER A CONFIRMED date and time until we CONFIRM this date and time with you.  All we are doing is scheduling this installation time slot so that should your products arrive or be manufactured when they are supposed to and everything runs smoothly then we should have have everything ready prior to this date / time.  Please do not think that just because we have given you a TENTATIVE installation date and time that the installation is going to proceed on that date and time until such time as this date and time is CONFIRMED by us as your installation date and time.  (Confused yet?)  We will CONFIRM the installation date and time with you only after everything is ready and has arrived.  DO NOT take time off work and sit home all day waiting for us on the basis of a TENTATIVE date and time only.  Wait for a CONFIRMED date and time please!
    1. We really should stop giving TENTATIVE installation dates and times to clients but you do insist.
  6. Installation day. On the day of your installation your installer will call you in the morning to let you know that he is coming.  If you do not hear from an installer in the morning (between 7am and 8am on the day of your installation) then call me immediately on 0412786233.  All installers know they are to call you on the morning of your installation and something has happened to prevent them from calling you.
    1. If you do not want an installer to call you between 7am and 8am of the morning of your installation then please let our office know (in writing via email contact@starlinesecurity.com.au) and we will make a note to not call you and just turn up.
    2. If our installer runs into complications and is going to turn up late they will call you prior to your scheduled installation time and let you know.  Once again if your installation time has passed and your installer has not turned up or called you to let you know that they are running late then call me on 0412786233.
    3. I believe that client communication is key to customer satisfaction.  If you feel our communication lacks in any way or if an installer does not communicate with you as described above then please call me on 0412786233 and we will discuss how we can improve our service and this may lead to your suggestions being added to our service and employment expectation policies.
  7. Clean and Tidy. Our installer will clean and tidy up after your installation is complete and will wipe down and clean your new screens, blinds or shutters.
  8. WH&S - Shoes. Our installers will treat your property as if it is their own.  However, we do have an WH&S issue with regards to the removal of shoes while on site as according to WH&S rules when an installer turns up your property it is then classified as a minor work site and basic personal protective equipment (PPE) is required including covered footwear.   We provide our staff with disposable booties and if requested they are required to put them over their shoes to protect your floor coverings.  Our staff will not work in socks.