WAREHOUSE PICK-UP FAQs
WHAT IS THE PROCEDURE FOR WAREHOUSE PICK-UP?
When you elect to pick-up your order from the warehouse we will contact you via email or text message to arrange a time for pick-up.
IS MY CAR BIG ENOUGH?
You will need an SUV with the seats folded forward, a van, ute, trailer or other vehicle with capacity to carry large boxes. Please refer to our customer photos on our Facebook page or Instagram page to get a sense of the size of our unassembled furniture packages...don't forget to like and follow us while you're there!
WHAT ARE THE WAREHOUSE OPENING HOURS?
Currently the warehouse is not a walk-in facility. We will meet you there at an arranged time.
If you wish to see the goods prior to purchase, we generally arrange for this on weekends at:
If you have already paid for your goods and do not need additional viewing time, we generally arrange for this at the aforementioned weekend time, as well as weekdays between:
4pm - 4:30pm
Please note: All pick-up times must be arranged to ensure the warehouse is attended by our staff.
DO I NEED TO CONFIRM PICK-UP?
If you need us to meet you at the warehouse on weekends we require you to confirm via text message prior to arrival on the same day. If you need to cancel your weekend pick-up please let us know with as much notice as possible and we will re-arrange a time.
WHAT ARE THE DIRECTIONS TO THE WAREHOUSE?
The address for the warehouse is Building 1, 75 Araluen Street, Kedron, North Brisbane, QLD, 4031.
Once you enter Araluen Street, you will see the industrial area to your right. You will see 3 entrances also to your right - each with a black gate. We are located in the 3rd entrance towards the end of the street. Drive through the black gate and we are the first warehouse - inside the big roller door.
We will also text these directions to your mobile for your convenience.
WHAT IF I GET LOST?
You will have our contact number, so please feel free to call us for help.
WHERE CAN I PARK?
Park near our entrance inside the black gate. Keep to the left side - as this is a (sometimes busy) road.
IS THE FURNITURE ALL THE SAME COLOUR?
Yes. All of the items are exactly the same colour. They are manufactured in the same factory and made with the same materials. Some of our items may appear to be different colours in our product images due to being photographed in different environments with slightly different lighting.
DOES THE WALNUT FURNITURE HAVE A RED TONE?
No. The walnut furniture is a dark brown. This colour is often referred to as 'dark brown' or 'espresso'.
DOES THE COT HAVE A DROPSIDE?
Yes. The cot has a drop side mechanism, so you can lower the side when lifting your baby in and out of the cot.
DOES THE COT COME WITH A TODDLER RAIL?
Yes. A toddler rail is included in the cot box. A good place to store it is underneath or behind the cot until you need it.
WHEN WILL MY PRODUCTS BE SHIPPED?
We will pick your order on the weekend and ship it on the next Monday.
WHAT CARRIER DO YOU USE?
Our carrier of choice is TNT. Our shipping calculator provides quotes from TNT.
ARE MY GOODS PROTECTED BY WARRANTY WHEN SHIPPED?
Yes - when you ship with our chosen carrier (TNT) your goods are partly covered by warranty. This will protect you from any damage that occurs in shipping. It is highly unlikely that full cover will be needed. In the unlikely event that damage does occur, it is likely to occur to one flat pack - not all of them and this will be covered by your warranty.
HOW OFTEN DOES DAMAGE OCCUR IN SHIPPING?
In our experience with TNT, we have not had any orders damaged thus far.
CAN I ORGANISE MY OWN SHIPPING?
Yes. If you would like to organise your own shipping you can consult with us to organise it. Please do not organise your shipping without first notifying us. We have provided the dimensions of all flat packs on our product pages under the 'Specifications' tab.
WHERE CAN I OBTAIN OTHER SHIPPING QUOTES?
You can obtain other shipping quotes on the Interparcel website. To get a quote you will need the pick up postcode 4031 and the package dimensions - refer to the 'Specifications' tab on the product page. Please note, you will need to ensure the quotes are from carriers that ship oversize boxes if you are ordering a cot and mattress.
WHERE CAN I GET MY OTHER QUESTIONS ANSWERED?
Feel free to contact us via our webform, or email us for email@example.com
CAN I DO A LAY-BY?
Yes, we offer lay-by as a payment option.
WHAT IS THE PROCEDURE FOR SETTING UP A LAY-BY?
If you would like to set up a lay-by, simply go to the check out with the product you wish to purchase (including shipping costs, if required) then select 'Bank Deposit' as the payment method and adjust the amount to $0.00. We will then contact you for the information below, to set up your payment plan and lay-by agreement. We will email you the lay-by agreement and terms and ask you to respond with "I have read and agree to the payment plan and lay-by terms".
WHAT INFORMATION WILL I NEED TO PROVIDE?
To design a lay-by agreement that suits you, we will ask you the following questions:
- what is your due date?
- what month do you aim to collect your order from us?
- what is your preferred payment frequency (weekly/fortnightly/monthly)?
HOW DO I MAKE PAYMENTS?
Once you confirm that you agree, we will provide you with the banking details you need to make your payments. We encourage direct bank deposits in the case of lay-by's (as these do not incur merchant fees and merchant fees will not be refunded if you - or we - need to cancel your lay-by for any reason).
IS THERE AN ADMINISTRATION FEE FOR LAY-BY?
There are no admin fees to make a lay-by purchase.
IS THERE A CANCELLATION FEE FOR LAY-BY?
Yes. A $25 cancellation fee will be recovered from your refund if you terminate your lay-by. This fee covers the manual processing of any payment/s you have made, as well as any storage fees for holding goods. We will waiver this fee if your cancellation is our fault (for example, if we cannot supply pre-ordered goods on time that you have purchased via lay-by).
ARE THERE ANY OTHER FEES?
In the case of cancellations, merchant fees will be deducted from your refund. This is money that we do not receive from your payments, that is deducted by our payment gateway providers (eg PayPal or eWay for Visa/Mastercard payments). For this reason, we encourage all lay-by payments to be made via direct bank transfers to avoid the deduction of these fees in case you wish to cancel your lay-by.
HOW LONG DO I HAVE TO PAY OFF MY PURCHASE?
This will depend on your due date and/or when you plan to collect your order.
DO I NEED TO MAKE A DEPOSIT?
No, you simply need to make your minimum monthly payments on time and in full.
CAN MY ORDER BE CANCELLED?
We reserve the right to cancel your order and refund your lay-by only where you have not made the agreed minimum payments by the agreed times. You reserve the right to cancel your order for any reason and at any time.
WHAT IS THE MINIMUM PAYMENT?
Your minimum payment will be based on the total cost of your order plus shipping (if required), your due date and the frequency (weekly/fortnightly/monthly) with which you have selected to pay. This will be outlined in your lay-by agreement and it will be sent to you via email.
SHOULD I INCLUDE THE COST OF SHIPPING IN MY LAY-BY AMOUNT?
Yes. Your lay-by will include all of the costs associated with your order.
WHAT IF I HAVE OTHER QUESTIONS UNANSWERED HERE?
Please contact us via our web form or email us directly for firstname.lastname@example.org if you have any questions, or you require clarification of any of our lay-by terms.
We also welcome your feedback if you would like to offer any suggestions for improvements to our lay-by terms.
WHAT IS A PRE-ORDER?
A pre-order is placed when you purchase an item that is currently out of stock. Although we make every effort to ensure we have a constant supply of stock at our warehouse, some of our products do sell out from time to time. Pre-orders can be paid in full, or you can purchase your pre-order as a lay-by. If you would like to purchase with a lay-by please also read our Lay-by FAQs.
HOW LONG WILL IT TAKE TO GET MY PRE-ORDER?
When we are waiting on new stock we are given an 'ETA' or Estimated Time of Arrival from our supplier. We ensure that this date is displayed on the product page - once a product is out of stock. If the ETA changes, we will update it on the product page and contact our customers with pre-orders to update them of the change.
WILL MY PRE-ORDER ARRIVE ON TIME?
In most cases our shipments do arrive on time. However, in some cases our shipments can be delayed.
WHY ARE THERE DELAYS ON SOME SHIPMENTS BUT NOT ALL?
Delays can occur when we are waiting for our products to be manufactured. To prevent this from happening, we make every effort to ensure that we have a good supply of stock (a buffer) in an off-shore warehouse that is readily available to import as we need it here in Australia. We have new stock manufactured in time for when we predict our off-shore stock levels (our buffer) to be dropping. This is called a production plan. However, when our demand (our sales in Australia) unexpectedly outstrips our supply (on-shore and in turn off-shore), which may happen from time to time as a growing business, we may experience a delay as we then have to wait for the manufacturing of new stock.
HOW OFTEN DO THESE DELAYS OCCUR?
To date, we have had this experience on one occasion and it caused a 1.5 month delay.
WHAT IF MY PRE-ORDER IS DELAYED AND MY BABY IS DUE?
When you place your pre-order, we will contact you and ask you to let us know your due date for our records. That way we can provide you with a tailored level of service in the unlikely event that delays do occur. For example, sometimes one furniture item is out of stock (such as a Change Table) but this will mean the whole package will display in the 'Pre-order Now' status on our website. If we are aware that you are close to your due date, we will be able to offer you the items that we have in-stock (for example, the Cot and Mattress and Chest of Drawers). Whereas customers who are not close to their due date tend to prefer to collect all items at the same time once their Change Table has arrived.
CAN I GET A REFUND IF MY PRE-ORDER IS DELAYED?
Yes. If our shipment is significantly delayed and you are close to your due date we will honour a refund. However, your refund will not include any third party merchant fees for payment methods including PayPal, Afterpay, Visa / Mastercard etc.
CAN I AVOID PAYING MERCHANT FEES IN CASE I NEED A REFUND?
Yes you can contact us for email@example.com to find out our banking details. Direct bank deposits are fully refundable as this payment method does not incur any third-party fees.