Shipping policy

Where do you deliver to?

We can deliver nation wide all over Australia.

Regional areas will incur additional fees or may require you to collect from a nearby depot. If you are located in TAS, WA, SA, NT or anywhere remote, please contact us before ordering to ensure we can ship to you.

How much does shipping cost?

Currently our shipping is based on the value ($) of your cart and set in tiers.

If you are ordering unpainted items, it is likely that the standard shipping fee estimated at checkout will not cover the costs. We will advise you of this as soon as possible and send you an invoice for the additional fees required.

 

Additional fees may also apply if:

- You are in SA, WA, NT, TAS

- You are in a regional area

- Have difficult access

- You have oversized items (240cm)

- Additional handling or manual unloading is required

 

These costs will be charged to the customer at the time of delivery and will need to be paid before we can ship your items.

STANDARD SHIPPING TIERS - NSW, VIC & QLD Metro

Cart Value       Shipping Fee

$ 0 - 25                     $12

$ 25 - 50                   $25

$ 50 - 100                 $35

$ 100 - 150               $55

$150 - 250                $75

$250 - 500               $100

$ 500 - 1000            $200

$ 950 - 1,899.99       $300

$ 1900 - 2,849.99     $350

$ 2850 - 3,799.99      $400

$ 3800 - 4,749.99      $450

$4750 - 5,699.99       $500

$5700 - 7,599.99       $550

$7600 - 9,499.99       $600

$9500 - 11,399.99      $650

$11400 - 13,299.99    $700

$13,300+                   $800

Sydney metropolitan orders are delivered by Yellow Express, our local delivery partner, at a flat $250 and are not charged from the table above. Pickup from our Mortdale factory is free.

 

How are the items shipped?

Once your items are ready to be shipped we will engage a third-party courier or freight company.

SYDNEY METRO — local delivery, $250 flat. Delivered by Yellow Express, our local delivery partner (a "man with a van" service). Deliveries arrive between 11am and 5pm on your booked day. Items are not crated, and are lightly wrapped individually or in pairs.

You must have appropriate parking available and someone able to help unload the individual items. If you are unable to physically assist, you must let us know in advance so we can arrange for a second driver (additional fees may apply). If you can't be on site, you can tell us a safe place to leave your items.

It is the customer's responsibility to ensure that the items ordered can be received at their location.

The smaller in stock items (E.g. Handles)

These will arrive boxed or in an envelope at your door and shipped via Australia Post.

Small Joinery orders 

These are packed in Carboard or MDF cases and will be delivered to your door via Aramex, TNT, Couriers Please or similar providers.

Large and/or heavy items

These are packed in MDF crates and closed with metal strapping. You may need special cutters for the wire. You can get "Aviation Snips" at your local hardware store for $7. The crates are heavy (100kg+) and will need to be delivered by a special freight company (Mainfreight, TNT, Northline, Hunter Express or Allied Express).

These will be delivered by truck, usually with a Tailgate and someone will need to be onsite to receive the delivery and help with access. The courier will contact you beforehand to arrange a convenient delivery date & time. If you are not home and there was an attempted delivery missed, a futile delivery fee will apply and is payable by the customer. If you are unreachable and the crate is required to be returned to us, the customer will be responsible for any return and re-delivery shipping costs.

The delivery driver will position the crate as close to your gate (for apartments) or your property boundary (for houses) as is possible E.g. in an entryway, garage or driveway (ground level). From there it is the customers’ responsibility to unload the crate. 

Please note: shipping providers will bring your orders "to your door", they are not required to help you carry the items inside.

In some cases you may need to collect your items from a local warehouse or be charged additional fees (regional orders). If you know you are in a difficult location, please contact us before making an order to ensure we can get the items to you.

Customea is not responsible for any delays caused by the freight company. We are unable to provide any definitive delivery dates and make no such assurances.

Please note that in most cases we have access to the same information as you, so it is best to contact the freight courier directly and quote your tracking number, to receive an update on your delivery.

Can I pick up my order?

Yes — pickup is free from our factory at 6/16 Hearne Street, Mortdale NSW 2223, Monday to Friday 9:30am–4:00pm, by appointment only. You'll receive a link to book your pickup time when your order is ready.

Please bring blankets or padding to protect your items in transit. Painted items have light foam wrapping only; laminate and raw items are unwrapped. Please bring your confirmation email with you when you come to collect.

How long will my order take?

This will depend on the items ordered, the location of delivery and the freight company’s availability.

Items that are in stock (handles) will be dispatched within 2-3 business days.

Items that are made to order (all joinery items) typically take 4 to 6 weeks to be produced, and occasionally less — some orders are ready sooner than expected.

We will email you as your order moves through production, and again the moment it is ready. Your 7-day collection and delivery window starts from that email, so you will always have notice even if your order finishes early. Freight can take a further 1-2 weeks on top, depending on your location. As freight is handled by a third-party, Customea will not be held responsible for any delays caused by the freight company.

Once your order is ready — your 7 day collection and delivery window

When your order is ready we will email you. From the date of that email you have 7 days to collect your order, or to book and accept delivery.

- Pickup: book your collection time and collect within 7 days.

- Local delivery (Sydney metro): book your delivery day and be available to receive it within 7 days.

- Freight (interstate and regional): we book the courier on your behalf. You must be available to accept the delivery when it arrives, which may be earlier than expected.

We will remind you by email while your order is waiting, including a reminder before the 7 days are up.

If your order has not been collected or delivered within 7 days of being ready, a one-off storage fee of $250 applies, and your order cannot be released until that fee is paid. We will send you an invoice for it. This is a Customea factory storage fee and is separate from any storage fees charged by a freight depot.

If something has come up and you are not able to collect or receive your order in time, please contact us at info@customea.com.au before the 7 days are up and we will do our best to work with you.

How can I track my delivery?

Once your order is ready, a freight booking is made. You will receive the carrier and tracking details via email as soon as your order has been picked up by the freight company. You can track your order via the freight carriers website using the tracking number provided.

Do I need to be home to receive my order?

Yes, someone will need to be on site to receive and sign for your order. Please check it immediately for any damage.

What if I'm not home when my order arrives?

If there is no one on site at the time of delivery, the freight company will take the items back to their nearest depot and charge a futile delivery fee, which is payable by the customer. Details of how to collect from their depot, or have your order re-delivered at another time, will be left on a card (additional charges may apply).

If you require the freight depot to hold your delivery, their storage fees will apply and are payable by the customer. These are the courier's own charges and are separate from the Customea factory storage fee described above.

What if my order arrives damaged?

You will need to ensure that you check all items that are delivered and let the courier driver know about any damaged items. This needs to be noted by the driver. 

Report the damage through your order page — the link is in every order email we send you — within 24 hours of receiving your order. You can select the affected items and attach pictures (with and without the packaging) and the day and time of delivery. Alternatively you can email info@customea.com.au. Complaints after 24 hours will unfortunately not be accepted for free replacements.
We will get back to you to discuss the replacement of the damaged items.

What do I do after I receive my order?

1. Check your order: immediately, as any damage in transit can only be recognised within 24 hours of receipt. Take pictures of any visible damage to the crate first before opening it.
2. Open your crate: doing this as soon as possible will also ensure that the items are not left in the tightly bound crate, which could cause bowing. Unstrap the crate as soon as you can. You will also need to check for any damage caused to your items (if your crate was damaged) and report this within 24 hours.
3. Storage: make sure you leave your items on a hard, flat surface in a dry area that does not have large temperature drops/increases, until you are ready to install them. Do not store them standing up against a wall.
4. Handle you products with care: most damage is caused during the installation process as items are moved around and there are tools being used.