HIPPING POLICY – AUZIE FURNITUREWebsite: www.auzie.com.auEffective Date: [Insert Date]Last Updated: [Insert Date]1. IntroductionAt AUZIE FURNITURE, we manufacture our products in Foshan, China and import them directly to Australia. This Shipping Policy explains how we deliver your furniture, estimated timeframes, costs, and your responsibilities.By placing an order with us, you agree to the terms outlined below.For any shipping-related inquiries, contact us at:Email: comm@auzie.com.au2. Shipping DestinationsWe currently ship to all addresses within Australia, including:Destination Type Delivery AvailableResidential addresses ✅ YesBusiness addresses ✅ YesPO Boxes ⚠️ Limited (carrier dependent – contact us)Parcel lockers ⚠️ Limited (carrier dependent – contact us)Remote / rural areas ✅ Yes (may incur surcharge – see Section 9)International (outside Australia) ❌ No (Australia only)If you live in a remote area, please contact us before ordering for a custom shipping quote.3. How Our Shipping Works – Two StagesBecause we manufacture in China and ship to Australia, every order goes through two distinct stages:Stage Description Timeframe Tracking Available?Stage 1: Production / Processing Your order is manufactured or picked from our Foshan warehouse, quality checked, and packed for export 2–30 business days (varies by product – see Section 4) ❌ No (internal only)Stage 2: Transit to Australia Goods are shipped by sea or air freight from Foshan to an Australian port (usually Sydney, Melbourne, or Brisbane), then delivered to your address by a local carrier 7–40 business days (see Section 5) ✅ Yes (once shipped from Foshan)Total estimated delivery time = Stage 1 + Stage 24. Stage 1: Production / Processing TimeProcessing time begins once we accept your order (you receive an order acceptance email).Product Category Estimated Processing Time NotesIn-stock items (Foshan warehouse) 2–5 business days Ready to ship immediately from our Foshan facilityMade-to-order furniture (standard sofas, tables, chairs, beds) 15–30 business days Manufactured specifically for youCustom or oversized pieces (custom dimensions, colors, or materials) 30–45 business days Quote provided before order confirmationMattresses and soft goods (pillows, cushions) 5–10 business days Compressed and rolled for shippingImportant Notes on Processing:Business days = Monday to Friday, excluding Chinese and Australian public holidays.During peak seasons (Chinese New Year – typically January/February, and Black Friday/Christmas), processing times may increase by 5–15 business days. We will notify you of any delays.If there is a delay beyond our estimated timeframe, we will contact you within 3 business days.5. Stage 2: Transit Time from Foshan, China to AustraliaOnce your order leaves our Foshan facility, the transit time depends on your selected shipping method at checkout.Shipping Method Estimated Transit Time Tracking Insurance IncludedStandard Sea Freight 25–40 business days ✅ Yes (port-to-port, then local carrier) ✅ YesExpress Air Freight (if available) 7–14 business days ✅ Yes (full door-to-door) ✅ Yes5.1 How Tracking WorksYou will receive a tracking number via email once your order ships from Foshan.For sea freight: Tracking updates may be limited while goods are on the vessel (typically 18–25 days with no updates). This is normal.Once your goods arrive in Australia (Sydney, Melbourne, or Brisbane), they clear customs and are handed to a local carrier (e.g., Australia Post, Sendle, CouriersPlease, or a freight company). You will receive a second tracking number for the final delivery.5.2 Delivery DaysDeliveries occur Monday to Friday, 9am–5pm (excluding public holidays).We cannot guarantee specific delivery times (e.g., 10am sharp). The carrier will provide a delivery window, usually 1–3 hours.5.3 Remote Area DeliveriesIf you live in a remote or rural area, sea freight transit times may extend by an additional 5–15 business days for the final leg of delivery. We will notify you of any remote area surcharge before shipping (see Section 9).6. Shipping CostsShipping costs are calculated at checkout based on:Factor How It Affects CostProduct dimensions and weight Larger/heavier items cost moreShipping method Air freight is more expensive than sea freightDelivery location Remote areas incur higher costsNumber of items Combined shipping may reduce per-item cost6.1 Estimated Shipping Cost Ranges (AUD)Order Value Standard Sea Freight (Est.) Express Air Freight (Est.)Small item (under $100) $15 – $30 $30 – $60Medium item ($100–$500) $30 – $80 $80 – $180Large item ($500–$1,500) $80 – $200 $200 – $400Oversized / heavy (over $1,500) $150 – $400 $400 – $800These are estimates. Exact cost is shown at checkout before payment.6.2 Free ShippingWe may offer free standard sea freight on orders over a certain value (e.g., $2,000). Promotional terms will be clearly displayed on our Site. Free shipping does not apply to:Express air freightRemote area surchargesCustom or oversized pieces7. Customs, Duties, and TaxesBecause we manufacture in China and sell to Australian customers:Tax/Duty Who Pays? DetailsGST (10%) Included in our prices We collect GST at checkout and remit to the ATO. No additional GST on delivery.Import duties AUZIE FURNITURE We cover all Australian import duties. You will not be asked to pay anything at customs.Customs clearance fees AUZIE FURNITURE Included in your shipping fee.You will never be asked to pay unexpected customs, duty, or tax fees upon delivery. If a carrier requests payment, refuse and contact us immediately.8. Delivery Process – What to Expect8.1 Before DeliveryYou will receive email/SMS updates from us and/or the local carrier.Ensure someone is available to receive and inspect the delivery. If no one is home:Carrier may leave a card with re-delivery or pickup instructionsRe-delivery fees may apply (charged to you)8.2 On Delivery Day – CRITICAL INSPECTIONYou or your representative MUST inspect the package(s) before signing any delivery receipt.What to Check ActionOuter packaging for crushing, tears, water damage, or impact marks Note ALL damage on the delivery receipt BEFORE signingNumber of boxes matches the consignment note If boxes are missing, note that on receiptAny rattling or broken sounds when moved gently Note on receiptIf the driver refuses to wait while you inspect:Note on the receipt: "Delivery received but unable to inspect – subject to inspection within 1 hour. Potential damage noted." Then inspect immediately inside and contact us.8.3 After DeliveryUnpack carefully. Do not use sharp blades that could scratch the furniture.If you discover concealed damage (damage not visible on the outer box), contact us within 48 hours (see Returns Policy Section 4).Keep all packaging until you have fully inspected the item.8.4 Failed Delivery AttemptsIf the carrier attempts delivery and no one is home:First attempt: FreeSecond attempt: May incur a $20–$50 fee (passed to you)Third attempt or return to depot: Full re-shipping fee may applyTo avoid fees, use a business address or arrange for someone to receive delivery.9. Remote Area Delivery SurchargesAustralia Post and other carriers classify certain postcodes as "remote." Examples include:State Example Remote PostcodesWA 6430–6799 (Goldfields, Pilbara, Kimberley)NT 0800–0999 (entire NT except Darwin)QLD 4470–4899 (outback Queensland)SA 5700–5799 (far north SA)TAS 7000–7999 (may incur ferry surcharges)If you live in a remote area:We will contact you before shipping with a surcharge quote (typically $50–$250 depending on item size)You may cancel your order for a full refund if you do not wish to pay the surchargeIf we do not hear back within 7 days, your order will be held until you confirmTo check if your postcode is remote: Contact us before ordering at comm@auzie.com.au10. Tracking Your Order10.1 How to TrackCheck your email for a shipping confirmation containing:Tracking number(s)Carrier name (e.g., Australia Post, Sendle, or freight forwarder)Link to tracking portalTrack via the carrier's website.For sea freight: You may see "Port of origin – Foshan" and then no updates for 18–25 days while at sea. This is normal. Updates resume when the vessel arrives in Australia.10.2 What If Tracking Shows No Update?Less than 25 days since shipping (sea freight): Normal – goods are on the vessel.More than 30 days with no update: Contact us at comm@auzie.com.au. We will contact our freight forwarder for an investigation.10.3 Tracking Shows "Delivered" But You Didn't Receive ItCheck with neighbors, building managers, or reception.Check around your property (behind bins, side gate, under porch).Contact the carrier directly with your tracking number.If still not found, contact us within 3 business days of the "delivered" scan. We will open an investigation with the carrier (can take 5–10 business days).11. Delayed ShipmentsWe understand that waiting for furniture is frustrating. Here is how we handle delays:Delay Type What We Will Do Your OptionsProduction delay (Stage 1) Notify you within 3 business days with revised estimate Wait (with a small discount offered for extended delays) or cancel for full refundShipping delay (Stage 2 – e.g., vessel delay, port congestion) Notify you if delay exceeds 10 business days beyond estimate Wait (no compensation as delay is beyond our control)Customs hold Notify you and provide estimated release date Wait only – customs holds are rare for furnitureForce majeure (typhoon, pandemic, strike) Notify you and provide updates every 14 days Cancel for full refund if delay exceeds 90 daysWe do not offer automatic refunds for shipping delays. However, if your order is delayed by more than 20 business days beyond the maximum estimated timeframe, contact us and we will review on a case-by-case basis.12. Split ShipmentsIf you order multiple items, they may arrive in separate shipments because:Some items are in stock in Foshan, others are made to orderItems travel on different vesselsBulky items require separate courier bookingsWhat to expect:You will receive a separate tracking number for each shipment.You will not pay extra shipping for split shipments.If one item is delayed, it does not delay the others.13. Assembly ServicesWe do not offer assembly services at this time.All furniture ships with:Assembly instructions (in English)All necessary hardware (screws, bolts, allen keys, etc.)For complex items, we recommend:Hiring a local handyman or AirtaskerWatching our assembly videos (available on product pages – coming soon)We are not liable for:Damage caused by improper assemblyInjury during assemblyMissing hardware (contact us for replacements – see Returns Policy Section 6)14. Shipping RestrictionsThe following items have special shipping requirements:Item Type RestrictionLarge sofas / sectionals May require tailgate delivery (driver lowers to ground but does not bring inside). Additional fee may apply ($50–$100).Glass tops / mirrors Shipped with fragile packaging. Inspect thoroughly on delivery.Mattresses Rolled and compressed. Allow 24–48 hours to expand to full size.Oversized items (over 2m in any dimension) May not fit through standard doorways. You are responsible for measuring access points before ordering.15. Change of AddressIf you need to change your delivery address after placing an order:Time of Request Fee FeasibilityBefore production starts (within 2 hours of order) $0 ✅ Yes – freeAfter production starts (2+ hours after order) $25 admin fee ⚠️ Possible, but may delay shipping by 3–5 daysAfter order has shipped from Foshan $50–$150 (carrier re-routing fee) ⚠️ Limited – not always possibleAfter order arrives in Australia Varies ❌ Usually not possible – goods will go to original addressTo request an address change, email comm@auzie.com.au immediately with "ADDRESS CHANGE – [Order Number]" in the subject line.16. Incorrect or Incomplete AddressYou are responsible for providing a correct and complete delivery address.If you provide an incorrect or incomplete address:If caught before shipping: We will contact you for correction – no fee.If shipped and returned to sender: You pay all re-shipping fees (minimum $50) plus a $25 admin fee.If delivered to wrong address due to your error: We are not liable. You must arrange retrieval or purchase a replacement.We recommend double-checking your address at checkout. Use autocomplete if available.17. Lost or Stolen Packages17.1 Lost in Transit (Carrier Confirms Lost)If the carrier officially declares your package lost:We will refund your full order or send a replacement (your choice)We will claim insurance on your behalf17.2 Stolen After DeliveryOnce tracking shows "Delivered," risk passes to you (per our Terms & Conditions). We are not responsible for theft after delivery.To prevent theft:Choose a delivery address where someone can receive the itemRequest "Authority to Leave" only if you have a secure locationUse a parcel locker or collection point if available17.3 Marked "Delivered" But Not Received (No Proof of Theft)We will open a carrier investigation (5–10 business days). If the carrier cannot provide GPS proof of delivery to your address, we will refund or replace. If GPS shows delivery to your correct address, we are not liable.18. Shipping InsuranceAll shipments are insured from the moment they leave our Foshan facility until delivery to your address.Coverage includes:Loss of goods (carrier loses the shipment)Damage during transit (see Returns Policy Section 4 for claims process)Theft in transit (confirmed by carrier)Coverage does NOT include:Damage after delivery (e.g., you drop the item while moving it inside)Theft after deliveryDamage from improper assemblyYou do not need to purchase additional insurance.19. Contact for Shipping IssuesFor all shipping-related inquiries, contact us with your order number:AUZIE FURNITURE – Shipping DepartmentEmail: comm@auzie.com.auSubject line format: SHIPPING – [Order Number] – [Issue Type]Issue Types examples:SHIPPING – #1001 – No tracking updateSHIPPING – #1002 – Damaged on arrivalSHIPPING – #1003 – Wrong item receivedSHIPPING – #1004 – Not delivered (marked delivered)Response times:General inquiries: 1–2 business daysDamage claims: 1 business day (urgent)Lost package investigations: 3–5 business days20. Summary Table – Shipping at a GlanceQuestion AnswerWhere do you ship? Australia only (all states, including remote areas with surcharge)Where are goods manufactured? Foshan, ChinaHow long does production take? 2–30 business days (depends on product)How long does shipping take? Sea freight: 25–40 business days / Air freight: 7–14 business daysDo you offer free shipping? Occasionally on orders over $2,000 (standard sea freight only)Can I track my order? Yes – tracking provided once shipped from FoshanWhat if my order is damaged? Note on delivery receipt, contact us within 48 hoursWhat if my order is lost? We refund or replace after carrier confirms lossDo I pay customs fees? No – all included in your priceDo you deliver on weekends? No – Monday to Friday onlyCan I change my address after ordering? Yes, but fees may apply21. Policy UpdatesWe may update this Shipping Policy from time to time. Changes are effective immediately upon posting to our website. For material changes, we will notify you via email (if we have your address) or a notice on our homepage.Your continued use of our Site or placement of orders after changes constitutes acceptance of the revised policy.22. Australian Consumer LawNothing in this Shipping Policy limits your rights under the Australian Consumer Law. If a shipping delay or issue constitutes a major failure (e.g., your furniture never arrives and we refuse to refund), you may be entitled to additional remedies.For more information: www.accc.gov.auThank you for choosing AUZIE FURNITURE. We look forward to delivering beautiful furniture to your home.
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