Please review the full Terms & Conditions for purchases made on the OzUrban website.
OzUban has contracts with Australia's largest ground and air shipping and transport companies.
We can deliver to almost any destination in Australia or Internationally.
Delivery Charges and Procedures
The buyer is responsible for all shipping and handling charges. OzUrban has contracts with Australia’s leading courier companies and will provide the most affordable rates possible.
Some of our products include free deliver to selected locations within Australia, while others may incur additional delivery charges depending on location and product type. As OzUrban products have different weights and shipping charges are based on distance, please visit the Checkout with your final order to see the exact shipping costs to your location.
Please read the individual conditions for shipping for the product you intend to purchase for further information about shipping charges. This information is also calculated at the checkout point.
Delivery is usually made within 2-3 days of dispatch from our warehouse. Some delays may occur for deliveries made during holiday periods and to remote locations, or other reasons out of our control. If your order does not arrive within 10 days, please contact us.
Please ensure your delivery address is correct at the time of checkout. If you need to amend your delivery address, please contact us immediately. If your order has already been shipped, you will be required to pay any additional charges involved to reroute your order.
Some couriers will call to arrange a delivery time prior to attempting to delivery your order. Please ensure a suitable phone contact is included with your order. If no delivery time is scheduled, or you fail to leave a contact number, the courier will attempt delivery and leave a note if you are not home to accept delivery.
In rare cases, some remote locations require pick up from a distribution centre. The buyer is responsible for any costs involved in collecting their order from a distribution centre or depot.
Delivery Issues and Insurance
If you encounter any problems with the delivery of your item, please contact OzUrban immediately. We will coordinate your delivery with our courier contractors to ensure your delivery is made smoothly.
Insurance of your order is optional and additional charges apply for this. Please see the Transit Insurance details below.
OzUrban is not responsible for any damage, loss or theft of your order during transit. We recommend purchasing Transit Insurance to provide coverage of your order for damage while during transit.
Upon your request at checkout, you can opt for an Authority To Leave (ATL) delivery if Transit Insurance is not chosen. Couriers will leave your shipment at your address. Once delivery is made by the courier, OzUrban will no longer be responsible for any theft or damage of your goods.
Deliveries can be signed for and accepted by any person at your address.
Once your order is delivered and signed for, it is assumed your order has been delivered in good condition. OzUrban is not responsible for any damage to your order after this point.
Your order is not insured unless you chose to purchase our optional Transit Insurance. Please contact us directly to purchase additional insurance. Insurance is charged at 4% of the total purchase price, excluding shipping charges if applicable/charged.
For the purposes of this policy, Transit is defined as the period from when your order leaves our warehouse until the order is delivered at your address.
All deliveries with Transit Insurance paid will require a signature on delivery. No Authority To Leave deliveries will be made for purchases with insurance.
Transit Insurance is valid for 7 days after delivery. If you don’t plan to use your product immediately, please check to see the condition of your product and inspect for damage upon delivery. Your will not be entitled to claim costs for any damage after 7 days from delivery.
If your product has been damaged during transit, please contact us to arrange replacement of your damaged goods. Usually, we will require photos of the damage to assess the best method of repair or replacement. In most cases, to save time and delivery costs, we will only send the damaged part and not a full replacement of the product.
Transit Insurance covers the loss or theft of your product during transit, but does not cover the loss of theft of your product once it has been delivered to your address and signed as accepted.
Refunds and Satisfaction Guarantee
Your purchase is covered by normal Australia refund conditions as per the Australian Consumer Law for Refunds and Repairs, and is also covered by a 3 month guarantee.
If you are not happy with your choice after delivery, you are welcome to a refund of the product sale price. The following conditions apply:
-Please open your product carefully, as you will be required to ship the box and contents back to our warehouse. OzUrban will not be responsible for any charges for return shipping or packaging.
-The product and packaging must be in a condition suitable for resale by OzUrban upon return delivery to our warehouse.
-Please contact us within 10 days of delivery to discuss your return details. Returns will not be accepted after this point if you change your mind.
-The product must not be used, and must be in perfect condition upon delivery to our warehouse to be entitled to a full refund.
-Original shipping charges and return shipping, packaging and handling charges are the responsibility of the buyer. OzUrban will not pay for shipping expenses if you change your mind.
If your product is damaged on arrival, please contact our office to resolve the problem. We will do our best to fix any issues you encounter with accidental damage during delivery.
Generally, a replacement part will be shipped to replace any faulty or damaged part to your product.
Please ensure your product is opened carefully in case you are required to return the entire product. Any returns must be packaged suitably for shipping. You will be required to package and box your product properly to ensure safe and durable shipping back to our warehouse.
Please contact us within 10 days of delivery to request a replacement, along with photos to show the defect.
OzUrban products are guaranteed against faulty materials and workmanship for 3 months from purchase. Please retain your receipt for proof of purchase.
This guarantee does not cover defects caused by or resulting from:
-misuse, abuse or failure to follow the care instructions applicable to your product
-commercial or business use
-damage caused by foreign objects, substances or accident
-normal wear and tear
Please acknowledge and follow the following conditions of use for your product:
-Do not sit on arms of chairs
-Always use on firm ground ensuring that all legs remain in contact with the ground
-Protect you product from varied weather conditions and do not leave exposed to the sun for prolonged periods
If the above instructions are not followed it is common to find that wood can change colour and develop cracks. Fine sanding can restore the original colour after which suitable wood oil can be applied.
If you experience any problems or defects with the functionality or quality of your product, please contact us within 3 months of your purchase.