Delivery Policy

Delivery Services

We deliver over a wide area using a network of trusted transport and logistics partners.

Delivery services are available based on product type, delivery location, and accessibility of the delivery address. Delivery options may include:

  • Standard Delivery

  • Premium Delivery

  • Packaging Removal

Standard delivery services and applicable fees will be displayed at checkout or confirmed prior to dispatch. Any add on service will need to be quoted by our customer service team.

Delivery Timeframes

Estimated delivery timeframes vary depending on product availability, delivery location, and carrier schedules.

As a general guide:

  • Metropolitan areas: approximately 5–15 business days from dispatch.

  • Regional and remote areas: additional transit time may apply.

All delivery timeframes are estimates only and are not guaranteed unless expressly agreed by us in writing.

While we make every effort to meet estimated delivery dates, delays may occur due to circumstances beyond our reasonable control.

Delivery Charges

Delivery charges are calculated based on the delivery location, product dimensions, weight, and selected service level.

Delivery fees are displayed during checkout and form part of the total purchase price.

Additional charges may apply where:

  • The delivery address is located in a regional or remote area;

  • Additional services are requested after purchase;

  • Access conditions differ from those advised at the time of ordering; or

  • Redelivery or storage services are required.

Standard Delivery

Standard Delivery is a ground-floor, box-drop service only.

Unless otherwise specified:

  • Products will be delivered to the ground floor of the nominated address;

  • Drivers are not required to carry items upstairs, through difficult access points, or into specific rooms;

  • Assembly, installation, and packaging removal are not included.

Customers are responsible for arranging any additional assistance required to move products beyond the delivery point.

Premium Delivery Services

Where available, customers may purchase additional delivery services, including:

  • Delivery to a room of choice;

  • Upstairs delivery; and

  • Packaging and rubbish removal.

Additional fees apply and must be arranged prior to ordering.

Availability of premium services may vary depending on product type, delivery location, and site access conditions.

Customer Access Requirements

Customers are responsible for ensuring safe and adequate access to the delivery location.

Prior to ordering, customers should confirm that products can fit through all relevant access points, including:

  • Entry doors;

  • Hallways;

  • Stairwells;

  • Lifts;

  • Internal doorways; and

  • Any other access restrictions.

Customers must advise us before dispatch of any circumstances that may affect delivery, including:

  • Stairs;

  • Narrow accessways;

  • Lift restrictions;

  • Gated communities;

  • Restricted vehicle access; or

  • Building management requirements.

We are not responsible where delivery cannot be completed because the product cannot reasonably fit through access points or where access restrictions were not disclosed before dispatch.

Authority to Leave

Where a customer authorises delivery without a signature, or requests that goods be left unattended, delivery will be deemed completed once the goods have been delivered to the nominated location.

Risk in the goods passes to the customer at that time, and we are not responsible for loss, theft, or damage occurring after delivery has been completed.

Risk and Title

Ownership of the goods remains with us until full payment has been received.

Risk in the goods passes to the customer upon delivery to the delivery address nominated in the order.

Where a customer authorises unattended delivery, risk passes when the goods are left at the nominated location.

Delivery Failures and Redelivery

A delivery may be considered unsuccessful where:

  • No person is available to accept delivery when required;

  • The delivery address provided is incorrect or incomplete;

  • Access to the property cannot be obtained;

  • Building access requirements have not been arranged;

  • The customer refuses delivery; or

  • The customer fails to respond to delivery booking requests within a reasonable period.

Where delivery cannot be completed for reasons outside our control, additional charges may apply, including:

  • Redelivery fees;

  • Storage fees;

  • Return-to-warehouse fees; and

  • Additional carrier charges.

These costs are the responsibility of the customer.

Partial Deliveries

Where an order contains multiple items, products may be dispatched and delivered separately based on stock availability, warehouse locations, or carrier scheduling requirements.

No additional delivery charge will be applied unless otherwise agreed.

Damaged, Missing or Incorrect Goods

Customers should inspect all goods as soon as reasonably practicable after delivery.

If goods arrive damaged, defective, incomplete, or incorrect, customers should notify us as soon as possible and, where reasonably possible, within 48 hours of delivery.

Photographs of any damage and the original packaging may be required to assist with investigation and claims processing.

Nothing in this section limits any rights available under the Australian Consumer Law.

Delivery Delays Beyond Our Control

We are not liable for delays, failures, or interruptions to delivery caused by events beyond our reasonable control, including but not limited to:

  • Severe weather events;

  • Floods, bushfires, or natural disasters;

  • Industrial disputes or strikes;

  • Transport network disruptions;

  • Carrier delays;

  • Supplier delays;

  • Government actions or restrictions; or

  • Other unforeseen circumstances.

Where such events occur, delivery timeframes may be extended accordingly.

Australian Consumer Law

Nothing in this Delivery Policy excludes, restricts, or modifies any rights or remedies available to consumers under the Australian Consumer Law or any other applicable legislation that cannot lawfully be excluded, restricted, or modified.