Service Policy
Our commitment to quality service
Introduction
Last updated: February 27, 2025
At GoldenRet, we are committed to providing exceptional service to all our customers. This Service Policy outlines our standards, procedures, and commitments in delivering construction materials and related services.
Customer Service Standards
Our Commitments
- Professional and courteous service at all times
- Response to inquiries within 24 business hours
- Expert advice on product selection
- Transparent communication about orders and delivery
- Resolution-focused problem handling
Service Hours
- Phone Support: Monday to Friday, 8:00 AM - 6:00 PM ACST
- Email Support: 24/7 with responses during business hours
- Online Chat: Monday to Saturday, 9:00 AM - 5:00 PM ACST
- Emergency Contact: Available for urgent delivery issues
Quality Assurance
Product Standards
We maintain high quality standards through:
- Strict supplier vetting processes
- Regular quality control inspections
- Compliance with Australian building standards
- Product certification verification
- Proper storage and handling procedures
Quality Guarantees
Our quality commitment includes:
- Product authenticity guarantee
- Conformity to specifications
- Proper packaging and protection
- Damage-free delivery commitment
Order Processing
Standard Orders
- Order confirmation within 2 hours
- Stock availability check within 4 hours
- Processing time of 1-2 business days
- Delivery scheduling confirmation
Bulk Orders
- Dedicated account manager assignment
- Custom quotation within 24 hours
- Flexible delivery scheduling
- Project-specific solutions
Delivery Services
Standard Delivery
- Metropolitan areas: 1-3 business days
- Regional areas: 3-7 business days
- Real-time tracking available
- Delivery confirmation notifications
Special Delivery Services
- Express delivery options
- Site-specific delivery arrangements
- Crane truck services available
- After-hours delivery by arrangement
Technical Support
We provide comprehensive technical support:
- Product application guidance
- Installation recommendations
- Material compatibility advice
- Safety data sheet access
- Technical documentation
Problem Resolution
Our Process
- Acknowledgment within 4 business hours
- Initial assessment within 24 hours
- Resolution plan communication
- Regular progress updates
- Follow-up satisfaction check
Service Recovery
In case of service issues, we offer:
- Priority handling of complaints
- Fair compensation where applicable
- Alternative solutions when needed
- Process improvement implementation
Trade Account Services
- Dedicated account management
- Priority order processing
- Customized pricing structures
- Flexible payment terms
- Regular account reviews
Service Feedback
We value your feedback and use it to improve our services:
- Regular customer satisfaction surveys
- Post-purchase feedback collection
- Service improvement suggestions welcome
- Annual service review process
Contact Information
For service-related inquiries:
- Returns Department: +61 8 8411 2074
- Email: returns@goldenretriever-29.com
- Returns Address: 14 Ely St, Mansfield Park SA 5012, Australia
- Business Hours: Monday to Friday, 9:00 AM - 5:00 PM ACST