Our Shipping Guarantee
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Express Shipping
Nationwide express shipping with our trusted partners and real time sms & email tracking
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Custom Shipping Solution
Have special shipping needs or a extra large order? Reach out to us directly for a custom solution. Click here
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ShipGuard Package Protection
Our Optional Package Protection covers theft, loss, and damage, providing peace of mind beyond standard shipping insurance (T&Cs apply)
ShipGuard Delivery Guarantee
What is ShipGuard package protection?
Our ShipAid Package Protection is an optional service you can add at checkout that guarantees the safe arrival of your order. It ensures that if your item is lost, damaged, or stolen during transit, you are guaranteed for a replacement.
Is a signature required for delivery?
Yes. When you select Package Protection, your delivery will automatically require a signature. This is an added security measure to ensure your package is handed directly to someone at the address.
What is the claim process if my order is lost, damaged, or stolen under ShipAid Protection
Our ShipGuard Package Protection is your guarantee of a worry-free delivery. We've created a simple and direct resolution process for the rare moments when things don't go as planned.
- For Items Lost or Damaged in Transit: This is where our protection guarantee shines. Instead of dealing with lengthy courier claims, simply contact our team directly. We guarantee a prompt, hassle-free replacement of your item(s) to ensure you get what you paid for.
- For Items Stolen After Delivery: We take theft seriously. To protect your claim and validate the incident, a formal police report is required. Once you provide us with a copy of the report, our team can process your replacement, ensuring your investment is safeguarded even against porch piracy.
- Our Secure Delivery Promise: Our protection guarantee covers your order right up to the moment it is securely signed for at your address. The signature acts as proof of a successful, secure handover, marking the completion of our protection promise. Because of this, once a delivery is successfully signed for at the correct address, the order is no longer covered.
Order and Scheduling (Delivery)
How can I track the status of my delivery?
Active tracking information is provided with all our shipped orders.
This is provided by our couriers via a tracking link once the order is picked up and scanned by our couriers.
You will receive notifications via email/sms with the tracking link typically within 24 hours (outside of weekends)
How much does delivery cost?
We offer free express delivery within Brisbane Metro Postcodes (Elligibility can be check on product page)
For outside metro postcodes, a delivery surcharge based on rates from our couriers is automatically calculated at checkout.
Pro tip: Our shipping charges are calculated by weight, therefore orders with multiple products enjoy much lower shipping fees then if the products were purchased indiviually in seperate orders
How long will it take for my order to arrive?
We offer express delivery with our trusted delivery partners on all orders.
QLD Metro: within 3-5 Business Days
QLD Regional: within 3-8 Buinsess Days
Interstate & Custom Shipping For interstate deliveries or custom shipping requirements, please contact us directly here.
If i order serveral items, will they be delivered at the same time?
It is a standard practice that we ensure all items ordered are dispatched at the same time if the product is available and comes from the same warehouse. We do not guarantee that it will all arrive at the same time due to special circumstances (courier operations, product availability, lost in transit etc.).
Orders with multiple items (10 cartons or more) may require special handling and we can offer a delivery option that will allow the courier to deliver all your items together at the same time. However, this service will incur an additional cost as a special arrangement will need to be made with our delivery partner before dispatch. Please note that bulk delivery is optional. We can still process your orders as normal, but your items will be posted with multiple consignment numbers and you can expect separate deliveries.
Should you wish to inquire about the bulk delivery, kindly contact us here and our friendly customer care team will be ready to assist you.
Can i request a delayed dispatch for my order?
Yes! You can request to delay the dispatch of your order for up to 30 calendar days free of charge.
However, please note the following:
Exceeding 30 days:If your request exceeds 30 calendar days, storage fees may apply.
Dispatched orders:Once your order has been dispatched, we are unable to accommodate delayed dispatch requests.
To make a delayed dispatch request, feel free to contact our team as soon as possible. We're here to help!
Can I choose a specific delivery date or time?
Unfortunately, no. Delivery of orders is controlled by our delivery partners and they provide a delivery time frame between 9 am to 5 pm depending on your location. We recommend that you visit the courier’s website to track the progress of your delivery.
What does the delivery service include / Can the courier deliver upstairs?
Due to our contactless home delivery and to ensure the safety of our customers and delivery partners, all orders are delivered at the front door of the ground floor or building lobby. We recommend that you have someone else available to help you carry the items into your home.
However you can place additional delivery notes before check out. If in case you miss it, you may contact our dedicated customer service team here
Additional delivery instructions only cover the following: address instruction and authority to leave. Please note that “preferred delivery time” is not guaranteed as we do not have control over courier operations.
What happens if I'm not home on the day of delivery?
Yes someone will need to be home on day of delivery, the courier will contact you to organise a delivery date in advance.
If in case you receive a “sorry we missed you” card or missed a delivery, please contact our customer care team to arrange a re-delivery of your order. Please note that the courier gives a specific time frame to arrange the redelivery and applicable re-delivery fee will apply.
Can I change my delivery address after I've placed my order?
We process and dispatch the orders within 24 hours. If you need to change or correct the delivery address, request must be received before 9am (AEST) prior to dispatch from the warehouse. If in case the order has already left the warehouse, we will charge a redirection fee and cost may vary depending on the new location. If you need to change your delivery information, please contact our team here
The Delivery Itself (Delivery)
What does your express delivery service include?
Due to our contactless home delivery and to ensure the safety of our customers and delivery partners, all orders are delivered at the front door of the ground floor or building lobby. We recommend that you have someone else available to help you carry the items into your home.
However you can place additional delivery notes before check out. If in case you miss it, you may contact our dedicated customer service team here Additional delivery instructions only cover the following: address instruction and authority to leave. Please note that “preferred delivery time” is not guaranteed as we do not have control over courier operations.
Will the delivery team bring the furniture inside my home?
Due to our contactless home delivery and to ensure the safety of our customers and delivery partners, all orders are delivered at the front door of the ground floor or building lobby. We recommend that you have someone else available to help you carry the items into your home.
However if you have requested a custom shipping solution with our team, we are able to provide this service independently from our couriers. Click here to get in touch
Do you deliver to apartments and multi-story buildings?
Yes we deliver to all addresses, however due to our contactless home delivery and to ensure the safety of our customers and delivery partners, all orders are delivered at the front door of the ground floor or building lobby. We recommend that you have someone else available to help you carry the items into your home.
However if you have requested a custom shipping solution with our team, we are able to provide this service independently from our couriers. Click here to get in touch
Will the delivery team assemble my furniture?
Our shipping prices does not include assembly.
If assembly is requred please request a custom shipping solution with our team, we are able to provide this service independently from our couriers. Click here to get in touch
Will you take away my old furniture?
Unfortunately we do not offer furniture recycling services at the moment
What should I do to prepare for my delivery?
Please ensure the delivery address is correct and that someone is home during the agreed time of delivery with our couriers.
It is recommended that for heavier/bulky products, that someone is there to help you bring your products in as our couriers typically only deliver to front doors/lobbies
Otherwise, we are happy to help with a custom shipping solution with our team, and provide more comprehesive services independently from our couriers. Click here to get in touch
Issue & Support (Delivery)
I think the delivery is too expensive or i need some extra help with the delivery
If you find that delivery fees are too expensives or abnormal for your location, please get in touch with our support team as we can double check and provide live quotes from our couriers. . Click here
If you require extra help or addtional services not included with our couriers, please request a custom shipping solution with our team. Click here to get in touch
What should I do if my order is damaged, lost or stolen during delivery?
- Contact Our Team: Get in touch with our customer service team via email. Please provide your order number, a clear description of the issue, and attach photos or a short video showing the fault.
- Assessment: Our team will carefully assess the situation based on the information provided. We may ask a few follow-up questions to ensure we have all the details.
- Resolution: We will work with you to find the best solution, whether it's sending a replacement part, arranging a repair, or organising a full replacement.
What happens if my order is delayed?
We will contact you as soon as possible if delays occur.
If in case you notice that there are no movements on the order within 72 hours, please contact the designated courier directly or our support team Click here
Do you deliver to PO Boxes or Parcel Lockers?
Unfortunately we cannot deliver to PO boxes or Parcel lockers due to safety and security reasons.
What do i do if i missed my delivery?
If in case you receive a “sorry we missed you” card or missed a delivery, please contact the courier or our customer care team to arrange a re-delivery of your order. Please note that the courier gives a specific time frame to arrange the redelivery and applicable re-delivery fee will apply.
Placing Your Order (Pickups)
How do I place an order for Click & Collect?
Simply enter you address at checkout and a option for free pickup option at our Brisbane, Acacia Ridge 4116 Warehouse will appear.
Please note this is a warehouse only and not a showroom
How soon after ordering can I pick up my items?
Typically pickup orders are ready with 24 hours.
However if you require same-day pickup, please contact us here and let us know you require same-day pickup and so we can get to your order first. (Typically ready in 2-3 Hours after order is placed)
Limited to warehouse working hours only
How will I know when my order is ready for collection?
We will sent you a "Ready for Pick up" notification via email/sms
Please note this is seperate from the order confirmation email which you will receive immediately after you place your order.
We cannot guarantee that a order will be ready for pickup in the case that the customers arrives at our warehouse without the "Ready for Pick up" notification.
The Pickup Process (Pickups)
Where is your pickup location
Our pickup location is located at Acacia Ridge 4116 Warehouse, Brisbane, Queensland.
Our exact address will be provided to you once your received confirmation that your order is ready for pickup
What are your pickup hours?
Pickup hours are available here
What do I need to bring with me to collect my order?
Please make sure you bring your order number or "ready for pickup" email AND a valid government ID which matches the name the order was placed under.
You can also request pickup by someone else, just email us directly prior to pickup.
How soon do i need to pickup my order once ready?
Orders must be collected within 7 Days, if you require us to hold your product longer please contact us directly and we can arrange put away service for your order to ensure it is safe and ready when you are.
Otherwise our team will contact you after 7 days and orders may be canceled if we do not hear back from you.
Can someone else pick up my order on my behalf?
Yes someone may pick up orders on your behalf, however this must be requested via email through the person/contact method that placed the order along with information on who else is coming to pickup the order.
What size vehicle will I need to pick up my order?
All packagaing sizes and carton sizes are available on our product pages under "Materials & Specification" tab.
Please ensure the vehicle you bring can safely fit the products you wish to pickup.
Our friendly warehouse staff will also assist you in loading your products as long as its safe to do so.
Will your staff help me load the furniture into my vehicle?
Yes, our friendly staff will help you load your product into the vehicle as long as its safe to do so.