Delivery & Return Policy

Delivery & Return Policy

We offer delivery to most addresses in Australia, with no minimum order required.

Shipping charges will be calculated in your shopping cart once a product is added. These charges are calculated based on your shipping location. For Products that we are unable to show pricing for, please select the 'Quick Quote' Button, and we will quote you on the product you love, with delivery to your door.

Please contact us at info@onlineflooringstore.com.au or call 1300 702 201 for delivery charges to remote regions in Australia before you make your order.

  • We ship our products Australia-wide through a number of different freight carriers.
  • We also offer direct door-to-door delivery (through the use of our own Online Flooring Store trucks) for customers that reside between the Sunshine Coast in Queensland, to Ballina in New South Wales.
  • All flooring orders that are in stock will be dispatched between 2 to 5 working days after approval of your payment. Most arrive in 5-12 business days.
  • Most flooring in stock can be dispatched within 3 working days.
  • Please be aware that any delivery dates given are estimates only and cannot be guaranteed.
  • To place an order with a delayed shipping date, call us on 1300 702 201 during business hours. Our customer service team will be happy to assist you.

Please e-mail freight@onlineflooringstore.com.au or call 1300 702 201 to check the status of your order, including the progress of your delivery.

If there is damage to your item as a result of negligence by the shipping company, you should immediately notify us by calling 1300 702 201 or emailing us at freight@onlineflooringstore.com.au. At the same time, please follow the steps below:

  1. Please inspect your item carefully together with the delivery driver. You need to write a clear description of the damage on both your copy and the driver's copy and signed on both copies by you and the driver. Please do not sign for items that are damaged during transition unless you have made a note for the damage on the delivery copy.
  2. If you believe the damage cannot be repaired or it is unacceptable then you should refuse to receive the item. Please contact us immediately so we can process a replacement for you.
  3. Please remember, once you sign for the item or give permission to the shipping company to leave the damaged item for you, you will be responsible for filing a claim with the delivery company and for all charges for the return shipment. If you find shipping damage to your item only after the driver has left, you should report it to the shipping company using information on the delivery docket and request an inspection within 10 days of the receipt. Please take some photos showing the damage and keep the original packing material until the inspection has been done. At the same time, please also notify us immediately regarding the damage.

Full refunds are only offered if the product is found to be faulty.

No refunds will be given if you have simply changed your mind. For full details, please refer to our Payment & Refund Policy.

 
It is possible, but often works out more expensive to return the product than to keep it. Most suppliers have the following terms:
  • Unused product must be returned to the supplier by the consumer at the consumer's expense.
  • The Supplier will inspect the product and any that is in a resalable state can be claimed on. This is entirely at the supplier's discretion and they claim no responsibility for if the product is damaged in transit.
  • Any resalable product will be refunded the price of the product, less a 25% restocking fee.

For all of our freight arrangements, we have a list of due diligence requirements that freight companies must adhere to to keep our deliveries successful.

At Online Flooring Store, we use local operators as much as possible. We know these operators on a first-name basis, and can contact them much easier when needed.

If the customer chooses to and the supplier allows it, you can pick up the product directly from the supplier or freight depot. Doing this can save you money on freight costs as well as picking up at a time that's most suitable for yourself, but there's a few things you also need to keep in mind.

You may need a ute or trailer to transport your product back, you'll need to unload all the products yourself and you also need to keep in mind that internal transfer fees still apply if you pick it up from a freight depot.

From start to finish, we communicate with you about the progress of your freight and if there are any delays. We know our operators on a first-name basis and we will forward any information directly from them to you.

We have practices in place to specifically avoid delay issues, which is why we work with local operators and have an extensive list of requirements for our freight to deliver well successfully.

In general, if a delay occurs, it may be due to the following reasons:
  • Illness of drivers
  • Driver shortages
  • Time of the year (Black Friday & Christmas in particular are especially busy)
  • Delivery to rural areas with less frequent drop-offs
  • It is the responsibility of the consumer to ensure that the delivery site is ready to accept delivery of the product. If we are unable to deliver the product because the above conditions have not been met, or for another reason to which we have not been informed, this will result in a failed delivery.
  • Failed deliveries will be returned to the supplier or depot from which they were collected. From this point the responsibility for product collection falls to the consumer, as the product is the property of the consumer. All additional incurred costs for Depot storage that occur as a result of a failed delivery are the responsibility of the consumer. Delivery fees will not be refunded in the case of a failed delivery.
  • Re-deliveries will incur additional charges, as per the carrier. Re-deliveries will not take place until the re-delivery charge has been paid in full by the consumer.

(Last Updated: February 5, 2024)

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