Frequently Asked Questions
Question: Where is Fallshaw Wheels & Castors?
Answer: Our head office is located in Sunshine North, Victoria. We also have Sales offices in Queensland and New South Wales.
Question: Is your website secure?
Answer: Our shopping cart is equipped with 256 bit encryption for your protection. This is the same level of encryption used by most banks.
Question: Is there a minimum order?
Answer: No, we only charge for delivery. Orders placed online are exempt from minimum order charges.
Question: What are your hours?
Answer: Monday-Friday 8:30 AM to 5:00 PM. We close weekends and Public Holidays.
Question: Do you have stores or offices in my area?
Answer: It's likely we do. Click HERE to be redirected to our Google map for Where-to-buy.
Question: Can I pickup my order from you?
Answer: We prefer delivery for all online orders as it can save time in processing and speed up delivery. Please call us if you'd still prefer to pick up.
Question: What are your payment terms?
Answer: Our standard payment terms are by Credit Card. You can only submit an order by Credit Card when using our shopping cart. For companies that have large requirements, you may qualify for a trade account. Please inquire.
Question: Can I get a discount for Quantity?
Answer: It depends on the quantity. Normally we can accommodate discounts for volumes of 500+ pieces of one item. Please call us on 1800 333 002 before placing your order online.
Question: Do you sell to the consumer, I only want 4 castors?
Answer: Yes, although the majority of our sales are to businesses, we welcome orders from consumers who are not in a 15km vicinity of a retailer.
Question: I ordered the wrong product, can I return it?
Answer: Certainly, however there may be a restocking fee. You are responsible for the return shipping and MUST contact us for an RMA number along with the address to return the products. Not all orders are returned to Sunshine North, Victoria. Our Restocking fee policy is very simple. If you made the ordering mistake, you may be charged a 15% Restocking fee. If the error was on our part, we wave the fee.
Question: Why do you charge a restocking fee?
Answer: All products require manual handling and castors are assembled on an order by order basis (which is why we have longer lead times for larger orders). Our products are not sitting on a shelf in the warehouse assembled. When products are returned, they must be un-assembled and the parts returned to inventory. There is a cost involved for that labour.
Question: Do I have to order over the internet or can I phone in my order?
Answer: You can phone in your order although our phone lines are very busy most of the day. If you know what you want, it is easier to order over the internet. Of course, if you have questions, you should call us before you place your order. Free call 1800 333 002 to speak to a Sales & Technical support person in your area.
Question: Is it better to order over the phone?
Answer: Unless you have questions, no, it is easier to order over the internet.
Question: What's the PRICE?
Answer: Once you're logged in to our website, you can view prices by clicking on the Part Number of the product that you are interested in, you will be taken to a page which will show you a description and PRICE. Part Numbers are found within the "specification tables" marked with "BLUE" links.
Question: How soon do you ship?
Answer: If the order is placed before 10am (EST) we guarantee same day despatch. Products that are in stock are usually shipped within 48 hours. Please bear in mind that we do not ship on weekends. Orders placed after 10am (EST) will normally be shipped the following day. For our "Australian Despatch Policy" Click Here.
Question: Where do you ship from?
Answer: We have warehouses in Victoria and Queensland. We try to ship from the closest warehouse that has your product in stock. Not all warehouses stock the same products.
Question: I need to return a product. Where do I send it?
Answer: If you need to return a product, you MUST request an RMA Number. Along with your RMA Number, we will give you shipping instructions as to WHERE to RETURN the products. NOT ALL PRODUCTS ARE RETURNED TO VICTORIA.
Question: How do you charge for shipping?
Answer: Shipping is calculated using the total weight of your order. The minimum freight charge you will pay is $10 plus GST for metro. We also offer Overnight Express Delivery for orders that weigh 3kg or 5kg.
Question: Do you ship out of the country?
Answer: Yes. We have an Export department at our Head Office which can arrange the goods to be sent overseas. Please call +61 3 9300 8548 to talk with an Export Professional.
Question: What type of wheel do I use for carpet?
Answer: Rule of thumb: use a hard wheel on carpet and a soft wheel on hard floor surfaces. Wheels like Polyurethane and Nylon are ideal for carpet.
Question: What type of wheel do I use for hardwood floors?
Answer: Rule of thumb: use a hard wheel on carpet and a soft wheel on hard floor surfaces. Grey or Blue Rubber wheels will work best on hardwood floors and they are also non-marking (no colour streaking). However, if you must also roll over carpet, then we recommend polyurethane which is compatible with both.
Question: What size wheel do I need?
Answer: Rule of thumb: the larger the wheel diameter, the easier it rolls. If the height of your trolley or equipment is not critical, choose the largest wheel.
Question: I'm putting the castors on a storage unit. What type of wheel do I need?
Answer: Castor wheels that are left in the same place for long periods of time with a high load may develop a flat spot depending on the wheel material. The harder the wheel material the less likely it is to go flat. Hard wheels like Nylon or Steel are recommended for heavy storage applications. When designing your application, choose a castor where the entire weight of the application can be supported by one caster. By doing this, each caster is only "working" at 25% of its capacity and flat spots due to storage will most likely be avoided.
Question: I need castors for my workbench. What do you suggest?
Answer: Our Total Brake Castors are excellent for this application. They lock both the swivel and the wheel. We also recommend these castors for woodworking tools such as table saws, radial arm saws, drill presses, etc
Question: Is "Load Rating" for one castor or four castors?
Answer: Our "Load Rating" specifications are for a single castor or wheel. If you are using four castors, the total capacity would be four times the "load rating" of one rated capacity for example, choosing castors for a chair with FIVE legs. A castor with a maximum load rating of 40kg would have a maximum load capacity of 200kg if FIVE were used.