Shipping Policy

1. Shipping Overview

Complete Home Solution delivers furniture and home goods across Australia. We partner with trusted carriers including Australia Post and Shippit to ensure your orders arrive safely and on time.

2. Shipping Methods

2.1 Standard Delivery

• Delivery to your door or ground floor entrance
• Carrier: Australia Post or Shippit
• Tracking provided via email and SMS
• Signature required for high-value items

2.2 White Glove Delivery

• Available for large furniture items (sofas, beds, dining sets)
• Delivery to room of choice
• Basic assembly included where applicable
• Packaging removal service
• Additional fee applies - calculated at checkout

2.3 Express Delivery

• Available for select smaller items
• Faster delivery to metropolitan areas
• Additional fee applies
• Not available for bulky furniture

3. Delivery Timeframes

3.1 Standard Delivery Times

*Delivery times are estimates and may vary due to factors beyond our control including weather, carrier delays, and peak seasons.

3.2 Order Processing Time

• Orders are processed within 1-2 business days
• Custom or made-to-order items: 2-4 weeks processing
• Orders placed on weekends/holidays process next business day
• You will receive a confirmation email with tracking information once shipped

4. Shipping Costs

4.1 Free Shipping

Free standard shipping is available for:

• Orders over $500 (Australia-wide)
• Membership holders (all orders, no minimum)
• Select promotional items (marked on product page)

4.2 Standard Shipping Rates

4.3 Additional Fees

• White Glove Delivery: $80 - $150 depending on item size and location
• Express Delivery: $25 - $50 depending on item and location
• Remote Area Surcharge: Additional $30 - $80 for certain remote postcodes
• Redelivery Fee: $25 if delivery fails due to incorrect address or no one available

5. Delivery Process

5.1 Tracking Your Order

Once your order ships, you will receive:

• Email with tracking number and carrier information
• SMS notifications for key delivery milestones
• Ability to track via your account

5.2 Delivery Day

• Someone must be available to accept delivery (or provide Authority to Leave)
• Driver will call 30-60 minutes before arrival when possible
• Inspect items for visible damage before signing
• Note any damage on the delivery receipt if found

5.3 Authority to Leave (ATL)

You can provide Authority to Leave if you won't be home:

• Specify safe location during checkout or via tracking link
• Small items may be left without signature if safe
• High-value items require signature (ATL not available)
• You assume responsibility for items left unattended

6. Delivery Restrictions

6.1 Access Requirements

Please ensure:

• Clear path from delivery vehicle to delivery point
• Doorways and stairways can accommodate item dimensions
• Elevator access for high-rise buildings (if applicable)
• No obstacles that may prevent safe delivery

If delivery cannot be completed due to access issues, a redelivery fee will apply.

6.2 PO Boxes and Parcel Lockers

We cannot deliver to PO Boxes or parcel lockers for:

• Items over 20kg
• Items over 1 meter in any dimension
• Bulky furniture items

7. International Shipping

Currently, we only ship within Australia. International shipping is not available at this time.

8. Delayed or Lost Shipments

8.1 Delivery Delays

If your delivery is delayed:

• Check tracking information for updates
• Allow 2 additional business days beyond estimated date
• Contact us if delayed more than 5 business days
• We will investigate and provide updates

8.2 Lost Packages

If tracking shows no movement for 7+ days:

• Contact us immediately to initiate an investigation
• We will file a claim with the carrier
• Replacement or refund provided once carrier confirms loss
• Investigation may take 10-15 business days

9. Special Circumstances

9.1 Peak Seasons

During peak seasons (Christmas, Boxing Day, Easter), expect:

• Extended delivery times (add 2-3 business days)
• Higher shipping volumes may cause delays
• Order early to ensure timely delivery

9.2 Extreme Weather

Deliveries may be delayed due to floods, fires, or severe storms. We prioritize safety and will resume deliveries once conditions permit.

10. Contact Us

For shipping-related questions:

• Email: shipping@completehomesolution.com
• Hours: Monday-Friday, 9 AM - 5 PM AEST
• Response time: Within 24 business hours