Overview

Product delivery items are physical goods shipped or delivered to you after placing an order. Delivering products involves order processing, picking and packing, shipping, and delivery to you. Proper attention to each step is crucial for Remarkable Outdoor Living to ensure a positive customer experience and repeat business.

Order-tracking access is available when you provide the invoice number or email for us to check. By doing so, you can get updated about your order and the delivery details through phone calls or email.

Things to double-check

Before placing your order, make sure to check if:

1. Space Compatibility:

Check the dimensions to ensure that the new items will fit appropriately in your intended space.

2. Access Considerations:

Verify that doorways, stairwells, and any other entry points, including elevators, are sufficiently sized to allow access to the standard delivery service.

Pick-ups:

1. Proof of purchase

Upon collection of goods, proof of purchase must be presented.

A pick-up is a new option for receiving your products without any shipping cost.

3. Pick-up address

a. From our warehouse:

Choose to pick products up from our warehouse when placing your order. We will inform you of the date available for pick up.

b. From our stores:

Contact us if you want to pick products up from our store. We will help transfer the product from our warehouse to the store and inform you of the ready pick-up date. Please allow an extra five (5) working days to complete this service.

4. Date of pick-up

• We will contact you by either telephone or email to notify you.
• The order for collection must be collected from us within fourteen (14) days unless otherwise agreed from our giving notice to you that the order is ready for collection. If the order is not collected within this time, the items will be shipped back to the warehouse. Transportation fees may apply.
• Collection of the goods from our warehouse must be made by appointment only and confirmed by Remarkable Outdoor Living staff.

5. Attentions

• Occupational health and safety laws and requirements prohibit our staff from lifting furniture outside our warehouse and showroom, and you are responsible for ensuring that you have sufficient help to carry the goods from our warehouse or showroom to your vehicle.
• Once you have taken ownership of the goods and collected the goods from us, we will not accept any claims involving scratches, indentations, marks, missing colour, or any other damage to the goods;
• When receiving the goods, you must inspect the goods thoroughly before signing to declare that the goods are received in good order, as any claims for defects will not be accepted if you sign to advise that the goods are received in good order.
• The product and box sizes are listed on each product page. We recommend measuring your space ahead of time to see if a certain product fits and can easily move into a reserved room. In general, the width of the door should be greater than the height of the box.

Delivery:

1. Small items

Small items, such as cushions, care accessories, and decors, will be sent by Courier, while the shipping cost depends on the products' volume and size.

2. Pre-order products

It's important to note that the estimated delivery date for pre-order products is just an estimate and may be subject to change due to unforeseen circumstances such as delays in production or shipping. Typically, the estimated delivery date will be provided on the product page.  

3. Shipping cost

a. Within the standard area

The shipping rate is calculated based on the postcode you provided and added to your order at Checkout.

Assembly and package disposal are optional services with extra charges. Please advise if this is required when booking your delivery. Our team will make it as smooth as possible for you.

Please note that our delivery prices are based on properties with easy access. We will contact you to confirm the receipt of your order and ask for more instructions regarding the delivery process.

b. Beyond the standard area

We strive to offer affordable and competitive delivery options for everyone who shops with us in Australia.

Orders to remote or less populous locations outside our standard service area are subject to additional shipping fees.

Please get in touch with us for a quote if your postcode does not provide a delivery option. 

c. Shipping options and costs:

5. Out of stock

• The delivery date for the product will depend on when the item is expected to be back in stock and available for shipment.
• Any order for items of furniture may take up to fourteen (14) weeks to be delivered to you from the date that you placed the order and paid the deposit, which is the average manufacturing lead time required by suppliers; however, please note this delivery timeframe may vary due to high demand, occasionally resulting in delayed shipment;

6. Delivery date

• The goods may not be available for immediate delivery;
• In-stock products usually dispatched within five (5) working days after placing your order. We have three warehouses located in NSW, VIC, and QLD. If the product is out of stock in the warehouse of your state, it takes an extra ten (10) working days of interstate transfer from other warehouses. We aim to deliver the goods you have ordered within the estimated timeframe.
  Please note that these delivery timeframes are an indication and will alter at peak freight times (November – January). Occasionally, delivery may arrive late, or achieving delivery as stated may not be possible. We do not accept liability for this if it is due to reasons beyond our control.
  If your order contains a pre-order item, we will combine your items and arrange delivery once all items are in stock. If you would like to split your order to receive in-stock items separately, please send an email to sales@remarkablefurniture.com.au.
• Some items of furniture are made to your specification and are not generally held in stock and will need to be ordered;  
• All booking dates are to be used as a guide only and are not guaranteed;  
• You will be advised of an approximate date of arrival at the time your order is placed, and should a delay occur, you will be contacted;
• We will use reasonable endeavours to meet the estimated delivery date; however, if we are unable to meet the estimated delivery date for any reason, then our liability will be limited, at our option, to resupplying the goods at a different time or, at a maximum, to give store credit of the purchase price to you.
• If the goods need to be disassembled due to the incorrect information given by you, additional charges will apply for which you will be liable.

7. Several items with different shipping dates

If your order contains several items, we typically wait until it is in stock before shipping it out to ensure one delivery fee and delivery date. It could also be an option if you want us to deliver the available products in advance; additional delivery fees apply. 

8. Requirements on shipping address

• You are required to pay all delivery charges, including any additional charges incurred due to difficulties with access, and you are required to ensure that correct delivery address details are provided to us and to notify us in advance if there will be difficulties accessing the delivery address (for example, staircases, narrow passages, ceiling height, lift sizes, and doorways.) as our delivery costs reflect the information that you give us;
• You are responsible for ensuring adequate access and entry to the specified delivery address to allow the delivery of the goods. If delivery cannot be made, a card will be left, and You will be responsible for organizing the collection of the goods from the address identified on the card. The goods will only be delivered if a person aged over 18 years and able to accept delivery is at the delivery address provided, and if an appropriate person is not available to accept delivery on the pre-arranged delivery date, then you will be charged for transport and re-delivery costs;
  
  You must ensure that sufficient, clear, and safe access is available to deliver the goods you have purchased and adequate coverings for protection on flooring, as the assembly will be done on-site. We will not accept any liability for damage if you have failed to cover the assembly area or the delivery path adequately. The occupational health and safety policy requires delivery staff to wear protective shoes.
  
  Additionally, please note that the logistics team reserves the right to exercise discretion concerning the delivery of bulky or heavy items through areas with difficult access, such as stairs or narrow paths, due to safety concerns. In such cases, alternative arrangements may be discussed with the customer to ensure safe and successful delivery.
  
  Furthermore, once the goods are delivered to the premises, and if bulky or heavy items are involved, they may be left in a secure area designated by the customer. The customer will be responsible for organising their method of transporting the goods to the desired location at their own cost to ensure a smooth and convenient process for everyone involved.

9. Interstate transfer order

An interstate product transfer will happen if we need more stock in one state, which requires us to transfer products from one state to another. That's why it requires more time for the delivery. We will contact you about the possible shipping date once confirmed.

10. Cancellation

A 20% cancellation fee will apply if the goods cannot be delivered and must be returned to our warehouse.

11. Order Holds

Thank you for placing your order with us! We understand that sometimes plans can change, and you may need more time to prepare for your delivery. If that happens, please let us know as soon as possible, and we can hold your order for a maximum period of three (3) months for the hold.

If you decide to hold your order, we will keep it safely stored until you're ready for delivery. When you're ready, just let us know, and we'll work with you to reschedule the delivery at a convenient time.

Please don't hesitate to contact us with any questions or concerns about your order. We're here to help and want to ensure that you're completely satisfied with your experience with us. 

12. Third-party express and Insurance

• Insurance is not available as part of your order. We strongly suggest that you enquire about insurance policies to cover the goods during transit (including insurance policies through your chosen delivery contractor), as we do not accept responsibility concerning any transport damages by you or the third-party delivery contractor you have selected once the goods are dispatched from our warehouse or showrooms.  
• Delivery by carrier: This clause applies when you select to deliver the goods by a third-party delivery contractor. We do not accept responsibility for any delivery failures, delays, or transport damages by our third-party delivery contractor once the goods are dispatched from our warehouse or showrooms.

13. Attentions

We cannot deliver over balcony railings or through windows under any circumstances. 

14. Damage during delivery

• Every single one of our items is inspected by our quality control team before being packaged. We do this to catch any issues in the factory rather than when you receive your order. In addition, all items have extensive packaging to protect them from damage occurring in transit.
• Any damage to the goods during delivery must be reported to the driver and store immediately. Our management will follow up on the report.
• Any damages to the customer's property must be reported to the driver and store with photographic evidence to support the damage, and a claim must be submitted.

15. PO Box Address Option:

Unfortunately, we are unable to deliver to PO boxes. Please ensure that you provide a physical street address (including your business name for business deliveries) when completing your shipping details.

16. Delivery Outside Australia:

Regrettably, we do not currently deliver to any locations outside of Australia.

17. Incorrect Item or Missing Part:

While we aim to deliver top-quality products and service, we understand that issues may arise. If you receive a product with a missing part or an incorrect item, kindly report the concern to us, providing a description and, if applicable, the part number from the manual. We'll promptly take action to resolve the issue by arranging for a replacement to be dispatched as swiftly as possible. However, please note that delivery times for incorrectly shipped items might be affected by stock availability.

18. Packing materials

All of your items are well protected by reinforced cardboard cartons and polystyrene packaging to ensure safety during transportation.