Shipping policy
# SHIPPING & DELIVERY POLICY
**Premium Bathroom & Kitchen Fixtures Logistics Framework**
**Effective Date:** June 2, 2026
**Jurisdiction:** Australia-Wide Delivery Operations
We partner with specialized freight networks and premium couriers to deliver heavy, fragile, and high-value architectural fixtures safely to your residential property, commercial project, or building site. Please review our shipping protocols and mandates below to ensure a seamless delivery process.
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## 1. Dispatch Timelines & Order Processing
* **Standard Stocked Items:** Orders for in-stock fixtures (e.g., tapware, accessories, standard basins) are processed and dispatched from our warehouse within **1–3 business days**.
* **Custom Fabrications & Special Orders:** Items requiring custom manufacturing, assembly, or modification (including custom stone or timber vanity tops, pre-drilled units, and custom-cut linear grates) are subject to specific production lead times outlined clearly on the product page. Dispatch occurs immediately following quality-assurance sign-off.
* **Split Shipments:** To avoid delaying your construction schedule, if your order contains both quick-ship items and long-lead custom fabrications, we may split your delivery. You will receive unique tracking data for each consignment.
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## 2. Dynamic Shipping Fees
Shipping costs are dynamically calculated at checkout based on three technical variables:
1. **Total Consignment Weight & Volumetric Dimensions**
2. **Product Fragility Classification** (e.g., stone, high-end vitreous china, or glass)
3. **Delivery Geographic Zoning** (Metro, Regional, or Remote)
> **Please Note:** Original shipping charges paid at checkout represent the direct cost of specialized transport and are non-refundable under change-of-mind parameters.
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## 3. Delivery Protocols for Bulky & Fragile Goods
Because premium bathroom furniture, baths, and toilets are exceptionally heavy and fragile, standard courier drop-offs are not viable. All large freight deliveries must adhere to the following strict conditions:
### 3.1. Ground-Floor Curbside Delivery Only
Standard bulky freight delivery is strictly **ground-floor curbside or tail-lift drop-off to your property boundary**.
* Drivers are prohibited by workplace health and safety (WHS) regulations from carrying heavy items up stairs, into elevators, or inside residential dwellings.
* It is the Customer’s responsibility to ensure adequate, physically fit personnel are on-site to transition heavy items (like stone vanities or freestanding baths) from the curbside safely into your secure storage or structure.
### 3.2. Delivery Access Requirements
You must ensure the delivery destination is accessible by standard heavy transport vehicles (including 8-tonne rigid trucks with tail-lifts). If your delivery site features strict clearways, steep inclines, unsealed roads, narrow lanes, or low-hanging trees that prevent safe heavy vehicle access, you must notify our logistics team *prior to dispatch* to arrange alternative drop-off protocols.
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## 4. Authority to Leave (ATL) & Redelivery Fees
* **High-Value Sign-off:** Due to the premium value and fragile nature of our inventory, all standard deliveries require a signature upon handover.
* **Requesting Authority to Leave (ATL):** If you opt to bypass this security step and request Authority to Leave via the tracking portal, **all structural risk of damage, theft, weather deterioration, or loss transfers entirely to you** the moment the courier completes the drop-off.
* **Failed Delivery & Redelivery Charges:** If a delivery is attempted but fails because the site is inaccessible, or because no one is present to sign for the goods (and ATL was not granted), the consignment will return to the regional freight depot. A redelivery fee commensurate with the carrier's standard rate will apply before a second attempt is authorized.
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## 5. The Critical 48-Hour Transit Damage Mandate
Bathroom ceramics, structural glass, and precision-finished tapware are highly susceptible to hidden shock damage during transport.
* **The 48-Hour Inspection Window:** You are contractually required to unbox, unpack, and thoroughly inspect every single item in your delivery within **48 hours of receipt**.
* **Reporting Protocol:** In the rare event that an item arrives broken, dented, scratched, or incorrect, you must report it to our customer support infrastructure within this strict 48-hour timeframe. You must provide clear photographic evidence of the damage, the product batch code, and the condition of the external shipping box.
* **Consequences of Delay:** Failure to inspect and report transit damage within 48 hours of delivery will void any claim against the transport network. The goods will legally be deemed accepted by you in pristine, flawless condition.
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## 6. Pre-Installation Construction Alignment
We highly recommend scheduling your tradespeople (plumbers, electricians, and tilers) **only after your items have physically arrived on-site and passed your 48-hour quality inspection**.
While we work tirelessly to meet estimated delivery windows, global supply chain variations, transit bottlenecks, and seasonal weather disruptions can occur. The Company accepts no liability for structural project overruns, secondary contractor standby fees, or financial penalties resulting from delivery delays.
