Shipping policy

Last Updated: 27 July 2026

1. Delivery Area

We currently provide delivery only to eligible physical street addresses within Australia.

Delivery availability may depend on the product, order quantity, destination, site access and available freight services.

We do not deliver to:

  • PO Box addresses;

  • parcel lockers;

  • locations that cannot be safely or reasonably accessed by the carrier.

If you are unsure whether delivery is available to your address, please contact us before placing your order.

2. Delivery Address Requirements

Customers must provide a complete and accurate delivery address during checkout.

The delivery information should include:

  • recipient name;

  • physical street address;

  • suburb, state and postcode;

  • contact telephone number;

  • business name, where applicable;

  • relevant access or site instructions.

Please check all delivery details carefully before completing payment.

Incorrect, incomplete or outdated information may affect order processing and delivery arrangements.

3. Shipping Charges

Shipping charges are calculated according to factors such as:

  • delivery destination;

  • product dimensions and weight;

  • order quantity;

  • freight requirements;

  • available carrier services.

The applicable shipping charge will be displayed at checkout before payment is completed.

Customers will be able to review the product price, shipping charge and total amount payable before submitting the order.

We will not add an undisclosed standard delivery charge after checkout has been completed.

4. Estimated Delivery Timeframes

The estimated delivery timeframe for each product is displayed on the relevant product page before purchase.

Delivery estimates may take into account the time required to:

  • confirm and process the order;

  • prepare and check the product;

  • arrange protective packaging;

  • book the appropriate freight service;

  • transport the order to the delivery address.

Estimated timeframes are provided as a reasonable guide and are not a guarantee of delivery on a particular date unless expressly confirmed in writing.

Delivery times may vary depending on the selected product, delivery location, freight availability and local delivery conditions.

5. Orders Containing Multiple Products

Where an order contains several products, the products may have different preparation or delivery timeframes.

Depending on the circumstances, the order may:

  • be dispatched together when all products are ready;

  • be delivered separately where this is reasonably required.

If separate delivery arrangements are required, please contact our customer service team. We will be pleased to discuss the available delivery options and provide further assistance where appropriate.

6. Order Preparation

After an order has been accepted, we will begin preparing it for dispatch.

This may include:

  • reviewing the order details;

  • confirming the selected products and quantities;

  • completing appropriate quality checks;

  • preparing the products for transport;

  • arranging the freight booking.

We may contact you if additional information is required to process the order or organise delivery.

7. Dispatch and Tracking

Once your order has been dispatched, we will send a dispatch confirmation to the email address provided during checkout.

Where tracking is available, the confirmation may include:

  • a tracking number;
  • a tracking link; 
  • other delivery information provided by the carrier.

If a tracking link is not included in the dispatch confirmation, you may visit the Order Tracking page available in the website footer to check the latest delivery information.

For large or specialised freight deliveries, tracking updates may not appear as frequently as standard parcel tracking.

The carrier may contact you by telephone, email or text message to arrange or confirm delivery.

8. Standard Delivery Service

Unless otherwise confirmed in writing, standard delivery is provided to the nearest safe and accessible kerbside or ground-floor delivery point at the nominated address.

The exact delivery point will depend on the property layout, vehicle access, safety conditions and the carrier’s reasonable assessment at the time of delivery.

Standard delivery does not include:

  • carrying products inside the premises;

  • placement in a nominated room;

  • delivery above ground level;

  • carrying products by stairs;

  • special lift-access arrangements;

  • assembly or installation;

  • unpacking;

  • removal or disposal of packaging materials.

Customers should make suitable arrangements to move products from the standard delivery point where necessary.

9. Optional White-Glove Delivery Service

For selected products, orders and delivery locations, an optional white-glove delivery service may be available at an additional charge.

Depending on the delivery requirements and service availability, this service may include:

  • indoor placement;

  • furniture assembly;

  • unpacking;

  • removal of packaging materials;

  • additional handling for large, bulky or difficult-to-move products.

Customers may contact us before or after placing an order to enquire about this service. Our customer service team may also contact you after an order is placed if additional delivery assistance appears to be required.

Before the service is arranged, we will confirm the service availability, scope and applicable charge with you.

White-glove delivery is not included in the standard delivery charge, and no additional white-glove service charge will be applied without your prior approval.

10. Property and Site Access

Before placing an order, customers should ensure that the delivery location is suitable for the product and the required freight vehicle.

Please consider:

  • driveway and loading access;

  • vehicle height or weight restrictions;

  • narrow roads or entrances;

  • loading zones;

  • building management requirements;

  • site opening hours;

  • security access;

  • stairs, lifts, doors and hallways;

  • construction-site or commercial-site restrictions.

Any important access information should be provided before dispatch.

The carrier is not required to complete a delivery where doing so would be unsafe, unlawful or likely to cause injury or property damage.

11. Availability to Receive Delivery

A responsible person should be available at the delivery address where attendance or acceptance is required.

Please monitor the contact details provided with the order for delivery updates.

Where a delivery appointment is arranged, customers should ensure that:

  • the delivery address is accessible;

  • any required building approval has been obtained;

  • loading or parking access is available;

  • a suitable person is present to receive the order.

If a delivery cannot be completed, we will contact you regarding the available next steps.

Any additional arrangement will be discussed and confirmed before further action is taken.

12. Delivery Delays

We take reasonable steps to arrange delivery within the estimated timeframe.

However, delays may occur because of circumstances outside our reasonable control, including:

  • severe weather;

  • carrier disruption;

  • road closures;

  • regional transport limitations;

  • public holidays;

  • industrial action;

  • natural disasters;

  • government restrictions;

  • unexpected freight network disruption.

Where we become aware of a material delay affecting your order, we will take reasonable steps to provide an update.

A delay does not affect any rights or remedies that may apply under Australian Consumer Law.

13. Receiving and Inspecting Your Order

Please inspect the external packaging and products as soon as reasonably possible after delivery.

Where practical, check for:

  • visible transport damage;

  • missing cartons or components;

  • incorrect products;

  • significant packaging damage;

  • other obvious delivery issues.

If the carrier provides a delivery receipt, you may note visible damage on that receipt where appropriate.

Signing a delivery receipt does not remove any rights that may apply under Australian Consumer Law.

14. Damaged, Missing or Incorrect Products

Please contact us promptly if your order arrives:

  • damaged;

  • incomplete;

  • with missing parts;

  • incorrectly supplied;

  • materially different from the confirmed order or product description.

To help us assess the issue, please provide:

  • your order number;

  • a description of the issue;

  • photographs or videos where reasonably available;

  • details of any visible packaging damage.

We will review the information and provide an appropriate solution in accordance with our Return & Refund Policy and applicable Australian Consumer Law.

15. Large or Bulky Product Support

For approved issues involving large, bulky or difficult-to-transport products, you will not normally be required to return the item without assistance.

Where appropriate, we may arrange for a carrier or authorised service provider to:

  • inspect the product;

  • collect the product;

  • carry out a repair;

  • replace damaged or missing parts;

  • provide a replacement product;

  • arrange another suitable solution.

Any collection, inspection or service arrangement will be confirmed with you before it is scheduled.

16. Changes to Delivery Information

Please contact us as soon as possible if you need to update the delivery address or contact information.

We cannot guarantee that delivery details can be changed after the order has entered the dispatch process.

Any available change and its effect on delivery arrangements will be explained before it is confirmed.

17. Relationship With Other Policies

This Shipping Policy should be read together with our:

  • Order & Delivery Information;

  • How to Order;

  • Payment Policy;

  • Return & Refund Policy;

  • Terms of Service.

If your order arrives damaged, incomplete, incorrect or not as described, please refer to our Return & Refund Policy for information about available remedies.

Nothing in this Shipping Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under Australian Consumer Law.

18. Contact Us

For shipping estimates, delivery coverage, tracking or access enquiries, please contact:

[Legal Company Name]
ABN: [ABN]
Email: [support email]
Phone: [contact number, if applicable]
Address: [business or administrative address]