Shipping policy

DuraCrafts Furniture
Last Updated: 28/02/2026
Effective Date: 01/03/2026

1. Overview

Welcome to DuraCrafts Furniture. We are committed to delivering your furniture efficiently, safely, and with care.

This Shipping Policy sets out how DuraCrafts Furniture processes, dispatches and delivers orders, including delivery services, timeframes, freight charges, and procedures for delivery issues (damage, loss, failed delivery).

This Shipping Policy covers dispatch and delivery only. Returns, refunds and warranty claims are governed by our Returns & Refunds Policy and relevant warranty policy(ies). Nothing in this Shipping Policy is intended to limit your rights under the Australian Consumer Law. 

2. Delivery Service Levels

Standard Delivery (Default Service)

Unless an option is specifically shown at checkout stating “White Glove Delivery,” all orders are delivered via Standard Delivery.

Standard Delivery is a kerbside / threshold delivery service, meaning delivery will be made to:

• the front of the property at ground level (houses), or
• the building entrance or lobby (apartments), or
• the nearest safe and accessible location as determined by the delivery partner based on safety, access, or vehicle restrictions.

Drivers are not required to enter your home and may refuse carry-in assistance for safety or insurance reasons.

Standard Delivery does not include:

• assembly or installation
• room-of-choice placement
• unpacking
• packaging removal
• moving existing furniture

White Glove Delivery (On Request)

White Glove Delivery may be available for selected locations and products.

This service is only included when:

• it is offered and selected at checkout, or
• it is confirmed in writing after contacting our team.

If White Glove Delivery is not shown at checkout, you may request a quote by contacting:

📧 customerservice@duracraftsfurniture.com

White Glove Delivery may include additional handling services such as inside placement, unpacking, or packaging removal depending on availability and confirmed scope.

3. Where We Deliver

We currently deliver to:

• New South Wales (NSW)
• Victoria (VIC)
• Australian Capital Territory (ACT)
• Queensland (QLD)
• South Australia (SA)
• Western Australia (WA)

Some regional or remote areas may have delivery limitations.

If an order is placed for an unsupported location due to a website calculation error, we will contact you to discuss options. Either party may cancel the order for a full refund if delivery cannot proceed. No compensation is payable for service unavailability.

Special delivery arrangements may be available case-by-case. Contact:

📧 customerservice@duracraftsfurniture.com

4. Address Requirements & Validation

You must provide a complete and accurate delivery address at checkout, including:

• unit or apartment number (if applicable)
• access instructions or gate codes
• lift booking requirements (where applicable)
• valid mobile contact number

If an address is incomplete, incorrect, or undeliverable:

• delivery may be delayed, and
• additional carrier charges may apply.

Failed deliveries caused by address or access issues may incur re-delivery, storage, or redirection costs, charged on a pass-through at cost basis.

5. PO Boxes & Parcel Lockers

Bulky Furniture

We do not deliver furniture or bulky freight to PO Boxes. A physical street address is required.

6. Warehouse Pickup (Melbourne)

Free pickup is available from:

DuraCrafts Furniture Warehouse
10 Auto Way, Pakenham VIC 3810

Pickup is by appointment only.
Please contact our team before arrival to prepare your order.

📧 customerservice@duracraftsfurniture.com

7. Order Processing & Dispatch

Orders are processed on business days only (Monday–Friday, very rarely on weekends, excluding public holidays).

For in-stock, non-preorder items:

• Dispatch target: 2–8 business days from order confirmation.

Once dispatched, you will receive tracking details or delivery contact information.

 

Preorders & Split Deliveries

If an order includes preorder, custom, or later-delivery items, all items will be shipped together once the full order is ready. If you would like certain items shipped earlier, please place separate orders or contact us if your order has already been placed. Additional shipping fees may apply for split deliveries.

 

8. Delivery Timeframes

For in-stock items, please allow up to 4 weeks from order confirmation for processing, dispatch, and delivery.

Most deliveries arrive sooner; however, timeframes are estimates and may vary due to:

• courier scheduling
• regional routing
• peak periods or public holidays
• weather or logistics disruptions

Pre-order or made-to-order items may have longer lead times as shown on product pages.

Orders containing multiple items may arrive in separate shipments.

9. Shipping Rates & Freight Calculation Errors

Shipping costs are calculated at checkout based on order size, weight, and delivery location.

From time to time, freight calculation errors may occur.

If this happens:

• we will contact you with the corrected freight cost, and
• the revised freight amount will be payable by the customer prior to dispatch.

If you do not wish to proceed with the revised cost, either party may cancel the order for a full refund.

 

 

10. Delivery Scheduling 

Deliveries are scheduled by our delivery partners. Customers typically receive:

• tracking details, or
• direct contact from the driver.

Specific delivery times cannot be guaranteed.

Deliveries are typically scheduled between 6:00 am and 8:00 pm on weekdays, with occasional weekend deliveries in peak periods. However these hours are subject to change. Our courier will contact you before your scheduled delivery via call or text to confirm the delivery timeframe and ensure someone will be available at the delivery location.

Our delivery time estimates are provided by our experienced team based on current conditions and planning. While we strive to offer accurate delivery windows, unforeseen circumstances such as traffic delays or issues at delivery locations can occasionally impact our schedule. We understand the value of your time and are committed to providing the most accurate delivery estimates possible.

Tracking and contractor delivery

After dispatch, you will receive a shipping confirmation email. Where available, this will include a tracking number or tracking link. For some large deliveries handled by local contractors, a traditional tracking number may not be available; in these cases, we may provide the contractor’s contact details so you can coordinate delivery. 

 

11. Failed Delivery & Re-Delivery Charges

If delivery cannot be completed due to customer circumstances, including:

• delivery attendance was confirmed and agreed with the customer, but no one was available to receive the delivery,
• restricted access.
• undisclosed stairs or access issues
• incorrect address information

additional charges may apply.

All re-delivery, depot storage, or return freight costs are charged on a pass-through at cost basis.

12. Concrete & Marble Dining Tables — OHS Delivery Restriction

Due to Occupational Health & Safety (OHS) requirements:

All concrete and marble dining tables are restricted to a maximum two-step delivery path under Standard Delivery.

This follows industry-standard safety practices for heavy stone furniture.

If your property exceeds this access condition, please contact us before delivery so we can help plan safely.

Special delivery assistance or White Glove options may be arranged (fees apply):

📧 customerservice@duracraftsfurniture.com

Failure to disclose access limitations may result in delivery refusal. Where the customer elects not to proceed with re-delivery, a 20% administration fee plus the original delivery fee will be deducted to cover handling, logistics, and restocking costs.

13. Delivery Day Responsibilities

Customers must:

• ensure safe and clear access pathways
• remove obstacles or old furniture
• arrange lift bookings where required
• inspect items upon delivery

Please retain packaging until the product has been inspected and accepted, as it may be required for damage claims.

14. Damaged or Lost Orders

Damaged Deliveries

Inspect items upon arrival.

Report visible transit damage within 48 hours by emailing:

📧 customerservice@duracraftsfurniture.com

Include:

• order number
• clear photos of damage
• photos of packaging

We will determine an appropriate resolution, which may include repair, replacement, or refund in accordance with Australian Consumer Law.

Lost Orders

If your order has not arrived within the expected timeframe, contact us. We will investigate with the carrier and arrange replacement or refund if confirmed lost.

15. Order Changes & Address Corrections

Orders begin processing immediately after placement.

Changes or cancellations are generally not possible once processing has commenced.

Address corrections may be possible prior to dispatch. If dispatch has already occurred, additional carrier charges may apply.

Contact us immediately:

📧 customerservice@duracraftsfurniture.com

16. Contact Us

For delivery questions, special arrangements, or assistance:

Friendly Team — DuraCrafts Furniture

📧 customerservice@duracraftsfurniture.com