Shipping policy

Overview

We supply flooring products direct to the public and deliver palletised orders across Australia. Due to the size, weight, and nature of flooring products, all deliveries are made via commercial freight carriers.

This Shipping Policy outlines how orders are dispatched, delivered, and managed to ensure a smooth and transparent experience for our customers.

Delivery Areas

We deliver to most metropolitan, regional, and rural locations across Australia. Some remote or difficult-to-access areas may incur additional freight charges or extended delivery times. If your location falls outside standard delivery zones, we will contact you prior to finalising your order. Should your location be outside of our delivery zones please email hello@findafloor.com.au we will do our best to find a delivery solution for you.  

Shipping Costs

  • Shipping costs are calculated based on delivery location, pallet size, weight, and number of pallets.
  • Freight charges will be quoted at checkout or provided separately for large or complex orders.
  • Any additional charges arising from limited access, remote locations, redelivery, or incorrect address details will be the responsibility of the customer.

Dispatch Timeframes

  • Orders are typically dispatched within 2–5 business days once payment is received and stock is confirmed.
  • Custom, special-order, or imported products may require additional handling or lead time. Estimated dispatch timeframes will be advised at the time of purchase.

Delivery Timeframes

Estimated delivery times commence from the date of dispatch and are approximate only:

  • Metro areas: 2–7 business days
  • Regional areas: 5–10 business days
  • Remote areas: 7–14+ business days

Delivery times may vary due to carrier schedules, weather conditions, public holidays, or other factors beyond our control.

 

Delivery Conditions

  • All deliveries are kerbside / roadside delivery only.
  • The delivery vehicle requires clear, safe access suitable for a rigid or semi-trailer truck.
  • Our carriers do not deliver inside premises, upstairs, or into garages.
  • Customers must ensure someone is available to receive the delivery where required by the carrier.

If safe access is not available and delivery cannot be completed, redelivery fees may apply.

Pallet Deliveries

  • The majority of our Flooring is shipped shrink-wrapped and strapped on pallets for protection during transit. Please not whilst shrink-wrapped this is not waterproof. Customers are responsible for safely moving products from the delivery point.
  • Pallets are not included in the sale and are not collected after delivery.
  • Customers are responsible for safely moving products from the delivery point.

Authority to Leave (ATL)

Authority to Leave may be available upon request; however:

  • ATL deliveries are left at the customer’s risk.
  • We are not responsible for loss, theft, or damage after delivery has been confirmed by the carrier.

Inspection & Damage

Customers must inspect goods upon delivery or as soon as reasonably practicable.

If damage is visible:

  • Note the damage on the delivery docket before signing.
  • Take photographs and notify us within 48 hours of delivery.

Failure to report damage within this timeframe may affect our ability to lodge a freight claim.

Lost or Delayed Shipments

If your order has not arrived within the estimated timeframe, please contact us and we will liaise with the freight carrier to investigate. While we will assist, delivery delays caused by third-party carriers are outside our direct control.

Incorrect Address Details

Customers are responsible for providing accurate delivery details. Any additional costs incurred due to incorrect or incomplete address information will be charged to the customer.

Change of Mind & Freight Costs

If an order is cancelled or returned due to a change of mind:

  • All original and return freight costs are the responsibility of the customer.
  • Items must be returned in original, unopened, and resaleable condition.

This does not affect your rights under Australian Consumer Law.

Australian Consumer Law

Nothing in this Shipping Policy limits or excludes your rights under Australian Consumer Law. Where goods are faulty, not as described, or otherwise fail to meet consumer guarantees, customers are entitled to remedies in accordance with the law.

Contact Us

If you have questions regarding shipping, access requirements, or delivery timeframes, please contact us prior to placing your order so we can assist.