Shipping policy

Shipping Policy

1. General Information

We aim to provide reliable and timely delivery services for all online and trade orders.

Shipping costs and delivery timeframes may vary depending on product type, size, weight, and delivery location.

We work with third-party freight and logistics providers to ensure safe and efficient delivery of goods.

2. Delivery Options

We offer a range of delivery options, including:

Standard delivery
Large item / freight delivery
Warehouse pickup (where available)
Trade delivery arrangements for approved accounts

Delivery times are estimates only and may vary depending on stock availability and logistics conditions.

3. Shipping Cost Accuracy

Shipping costs displayed at checkout are calculated based on system estimates.

While we aim to ensure all pricing is accurate, in some cases (particularly for bulky, heavy, or regional deliveries), shipping charges may require manual review.

If any discrepancies or adjustments are identified, customers will be contacted before the order is processed to confirm updated shipping costs.

Orders will only proceed once shipping charges have been confirmed and approved.

4. Delivery Responsibility

Once goods are dispatched, delivery is managed by third-party carriers.

We are not responsible for delays caused by couriers, weather events, or other factors outside our control.

Customers are responsible for providing accurate delivery details at the time of order.

5. Inspection Upon Delivery

Customers are encouraged to inspect all goods upon delivery and report any visible damage or missing items within 48 hours, including supporting photos where applicable.

This helps ensure timely resolution with the freight provider.

6. Large & Bulky Items

For large or fragile items (including but not limited to vanities, toilets, stone products, and heavy hardware), special delivery conditions may apply, such as:

Tail lift delivery
Kerbside delivery only
Additional handling fees
Delivery appointment requirements

These conditions will be confirmed prior to dispatch where applicable.

7. Pickup Orders

Customers may collect orders directly from the warehouse (where available).

Goods must be inspected at the time of pickup, as no responsibility will be accepted for damage or missing items once goods have left the premises.

8. Address Accuracy

Customers are responsible for ensuring all delivery details are correct.

Additional charges may apply if:

Incorrect delivery address is provided
Redelivery is required
Site access restrictions are not disclosed in advance

9. Delays & Backorders

Some products may be subject to supplier availability or backorder delays.

In such cases, customers will be notified as soon as possible, along with updated timeframes or available alternatives.

10. Consumer Rights

Nothing in this policy is intended to exclude or limit rights under Australian Consumer Law.