FAQs - Perth Insulation Centre

Frequently Asked Questions (FAQs)

General Questions

1. Where is Perth Insulation Centre located?
We are located at 9-11 Bannister Road, Canning Vale, Western Australia, 6155. You are welcome to visit us for free product pickups or inquiries.

2. What products do you sell?
We specialize in Knauf Earthwool insulation products, including wall, ceiling, and underfloor insulation. Our products are designed to enhance energy efficiency and acoustic performance.

3. Do you only serve Western Australia?
Currently, we focus on serving customers in Western Australia, with metro Perth deliveries and free warehouse pickup. If you are outside this region, please contact us to discuss potential delivery options.

4. Do you offer private procurement services?
Yes! If you are looking for a specific product, our professional team can assist with private procurement. Simply contact us at sales@perthinsulationcentre.com.au, and we’ll help source the product for you.

5. Do you have promotions or discounts?
We hold promotions and discounts from time to time. Be sure to check the event notices at the top of our homepage or contact us at sales@perthinsulationcentre.com.au for more details.

Shipping and Delivery

6. What are your shipping options?
We offer the following:

  • Flat-Rate Shipping: $120 for deliveries within the Perth Metropolitan Area.
  • Free Pickup: Collect your order from our warehouse at no additional cost.

7. Do you deliver to all of Western Australia?
Yes, we deliver across Western Australia. However, the $120 flat shipping fee applies only to deliveries within the Perth Metropolitan Area. For deliveries outside this area, please contact us to discuss the best options.

8. How long does shipping take?
Delivery within metro Perth typically takes 1–3 business days after the order is shipped. Handling time is 1–2 business days, and delivery times may vary based on location.

9. Can I track my order?
Yes! Once your order is shipped, we will email you the tracking information. You can typically expect the tracking number within one day of dispatch.

Order and Payment

10. Can I change or cancel my order?
Yes, but changes or cancellations must be requested within 24 hours of your purchase. Since we strive to ship orders quickly, changes cannot be made once the order has shipped. Contact us immediately at sales@perthinsulationcentre.com.au for assistance.

11. What payment methods do you accept?
We accept a variety of payment methods, including:

  • Credit/Debit Cards
  • PayPal
  • Bank Transfers

12. How will I know my order is confirmed?
Once you place an order, you’ll receive an order confirmation email with all the details. If you do not receive this email, please check your spam/junk folder or contact us.

Returns and Refunds

13. How do I return an item?
If you are not satisfied with your purchase, you can request a return within 30 days of receiving your order. Please email us at sales@perthinsulationcentre.com.au with:

  • Your order number
  • Pictures of the item
  • The original packaging

The item must be in original, sellable condition to qualify. Once approved, our customer service team will send instructions on how to proceed.

14. Will shipping be covered for my returns?
If the item is being returned due to defects or quality issues, we will cover the return shipping fees. However, if the return is due to other reasons, the customer is responsible for shipping costs.

15. Do I have to pay a restocking fee if I return my products?
Yes. Returns are subject to a 20% restocking fee for products in new and sellable condition. We are understanding of extenuating circumstances, so feel free to contact us for further clarification.

16. How long does it take to process a refund?
Refunds are processed within 10 business days after we receive and inspect the returned item. The exact timing may depend on your payment provider.

17. What if the product is defective?
If your product arrives defective, we will arrange for a replacement or a full refund at no cost to you. Please contact us immediately to report the issue.

Product-Specific Questions

18. What is Earthwool insulation made of?
Earthwool is made from recycled glass and sand, bonded using bio-based technology. It is non-combustible, environmentally friendly, and offers excellent thermal and acoustic performance.

19. Which R-value should I choose?
The R-value you need depends on your home’s insulation requirements and climate zone. Higher R-values provide better thermal resistance. Contact us for guidance on selecting the right product for your needs.

20. Can I install insulation myself?
Yes, most of our products are DIY-friendly. However, for larger or more complex projects, we recommend consulting a professional installer.

Free Pickup Questions

21. How does the free pickup option work?
Select "Free Pickup" at checkout, and we will notify you when your order is ready. Orders are typically available for pickup within 24 hours of placement.

22. What do I need to bring for pickup?
Please bring your order confirmation email or ID to verify your purchase.

Customer Support

23. How can I contact you?
You can reach us via:

24. Do you offer installation advice?
Yes, we provide general advice on selecting and installing insulation. Feel free to contact us with any questions.

25. What if I have more questions?
For any additional questions, please contact us at sales@perthinsulationcentre.com.au, and we’ll be happy to assist you.

Policies and Terms

26. Where can I find your policies?
You can access our policies here: