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. All of our flat pack dimensions are listed on each product page under the 'Specifications' tab above the 'Product Description'. You can also 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 view our display prior to purchase, we generally arrange for this on weekends (usually Saturday's at 3pm). We can also arrange a viewing time on Tuesdays or Thursdays if a weekday is preferrable. If none of these times suit, we are open to negotiating a different time.
If you have already paid for your goods and do not need additional viewing time, we generally arrange for this at the aforementioned times, as well as every weekday afternoon between:
3.30pm - 4:00pm
Please note: All pick-up times must be arranged to ensure the warehouse is attended by us.
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. Drive almost to the end of the street and turn right into the last driveway. (TIP: many customers turn right into the second last driveway as they see '75' on the gate...keep driving to the last driveway). We are the first warehouse with a large roller door under a high metal "truck-height" awning.
We will also text these directions to your mobile for your convenience.
WHAT IF I GET LOST?
Feel free to call us on 0428847539 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 and coatings including paints and varnishes. 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 COT HAVE A DROPSIDE?
Yes. The cot has a drop side rail at the front, so you can lower the side when lifting your baby in and out of the cot.
DOES THE COT HAVE 2 MATTRESS POSITIONS?
Yes. The cot has a high mattress base or newborn position and a low mattress base for your older baby and toddler.
DOES THE COT COME WITH A TODDLER RAIL?
Yes. A toddler rail conversion kit is included in the cot box. A good place to store it is underneath or behind the cot until you need it.
CAN I VIEW THE FURNITURE BEFORE I PURCHASE?
Yes. If you would like to visit our warehouse to inspect the furniture before you purchase simply email us for email@example.com to arrange a viewing time.
WHAT IF I HAVE MORE QUESTIONS?
We are very approachable here at Cloud 9 Baby Bedrooms and we're open to answering any question you may have. If you think there's an important question that we've missed here, we always welcome customer feedback - simply email us for firstname.lastname@example.org or call us on 0428847539.
WHEN WILL MY PRODUCTS BE SHIPPED?
We dispatch orders for shipping on Tuesday afternoons and Thursday afternoons.
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 only had damage occur in transit on two occassions. We take many precautions to ensure that the likelihood of damage is reduced - such as, bubble wrapping orders that are travelling long distances and affixing fragile stickers and safety notes, so that TNT's drivers know that special care is needed.
WHAT WILL HAPPEN IF MY ORDER IS DAMAGED IN TRANSIT?
We will ask you to take lots of photos of the damage including to the packaging before you open the boxes. We will submit a warranty claim to TNT and then we will work with you to resolve the problem. This will entail a refund, replacement or repair - depending on the type of damage, extent of damage, location of the damage and so on. We will ensure that damages are resolved to our customer's satisfaction.
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" - this is a substitute for your signature.
WHAT INFORMATION WILL I NEED TO PROVIDE?
To devise 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.