Frequently Asked Questions

Can I order over the phone?

As we are an online business, we are limited to sales via our website payment facility. In some circumstances we may be able to manually process an order, please email us at sales@ozurban.com for more information about your request. 

Is shipping included in the price?

Usually not. Unless clearly stated in the product or sale description, our low prices are exclusive of shipping costs. OzUrban have contracts with Australia’s largest courier companies, so we are able to provide you with the most competitive prices available.

Why are shipping charges additional?

Due to the heavy and bulky nature of furniture, prices vary dramatically to ship these products across the large distances in Australia. In order to offer you the most affordable prices, we will quote you the specific shipping charge to your location, to ensure you don’t pay too much.

How safe is my credit card information?

OzUrban accept payment by PayPal, Credit Card and direct deposit. All of our internet banking and payment services are protect with security features, as well as credit card security offered by our merchant company Eway. Your personal details are always safe and secure whenever you make a purchase on our site.

Do you offer wholesale rates?

Yes, we have special rates for large orders and retail customers. Please contact us for more information and pricing.

Can I pick up my order?

Yes. We have a warehouse in Brisbane, where you can pick up your order free of charge. Please allow 2 business days to arrange dispatch of your item. Details of our pick up process are found here.

Which shipping company do you use?

OzUrban have numerous accounts with Australia’s leading courier companies, including Toll, Couriers Please, Allied, FastWay and Startrack. Internationally we also have accounts with UPS, TNT and Fedex. We will provide you with a tracking number so you can view the progress of your delivery.

Is my order insured?

All courier companies do not offer insurance on furniture products. However, we offer optional Transit Insurance which provides you with cover for your order while in transit. Details of this insurance can be found here.

Where will the courier deliver my order?

Your order will be delivered to the address you provide at the completion of your order during checkout.

Can I change my delivery address?

If you need to change your delivery address after your order is submitted, please contact us immediately. The courier company may apply a surcharge in this case.

Do I need to be home to accept my delivery?

As a standard policy, we require a signature to accept delivery of your order. However, you can request an Authority To Leave delivery, which will allow the courier to leave your order at the address without a signature. This option is usually cheaper but will waive any insurance you purchase.

When will my order arrive?

OzUrban will dispatch your order within 2 business days, and transit times are usually 2-3 days to most major Australian cities. We will provide you with tracking information so you can view the progress of your order online.

I missed the delivery of my order. What do I do now?

If the courier attempts delivery but you are not home to accept your delivery, a calling card will be left with contact details of the courier company. Please deal directly with the courier to arrange a new delivery time. Usually redelivery is free, however some couriers may charge you additional fees for multiple delivery attempts.

What if I change my mind? Can I get a refund?

OzUrban offer a 100% Satisfaction Guarantee on our products. If you are not happy with your choice, we offer you the option of a refund. Please review our Terms and Conditions.

What is the warrantee on my product?

All OzUrban products come with a 3 month warrantee on workmanship and functionality. In the rare case that you experience problems with your product, please contact us and we will replace your product. Please refer to our Terms and Conditions for the conditions of your warrantee.

What do I do if my order arrives damaged?

If your order arrives with damage, please accept the delivery and sign for the goods 'accepted with damage'. Please Contact Us with information about the damage and we will do what we can to resolve your problem.

I’ve changed my mind and I don’t like my product. What can I do?

OzUrban offer a Satisfaction Guarantee to ensure you’re happy with your purchase. If you change your mind and would like a refund, we will take your product back. Please read the Terms and Conditions of our policy regarding refunds and our Satisfaction Guarantee.

How should I look after my furniture?

Timber furniture is durable and will last a long time when cared for. The most important precaution to take when using your furniture is to ensure it is stored in a clean, shady location, away from dust and the elements. Sometimes this is unavoidable, so a regular cleaning and oil treatment is recommended to prolong the life of your furniture. Please read our pages on Furniture Care and Oil Treatment.

Where should I keep my furniture?

Timber furniture is robust but also requires special attention from time to time. To ensure an enjoyable product for the long term, you should keep your furniture away from direct sunlight for long periods. Sunlight will fade your furniture and will eventually lead to a discoloured product with cracks, which could ultimately affect its structural integrity. Keep your furniture covered, in the shade, away from dust, and apply a regular coating of oil treatment to guarantee the best look and comfort of your product.

Who owns OzUrban?

OzUrban is a privately owned family business and is part of an established importing company specialising in building and housing products. For more information about our company, please view our About Us page.

Is OzUrban an Australian business?

Yes. OzUrban is a 100% Australian Owned Business, and is based in Brisbane, Australia.

What kind of timber is used in your products?

OzUrban products are sourced from sustainably sourced timber. Our products are composed of a mix of hardwood materials, mostly Meranti timber.

How do I know OzUrban products have been sustainably sourced?

OzUrban contracts the manufacture of our products to professional craftsmen who have been selected based on their high skill level and environmental policies. Our suppliers are accredited by International organisations and are approved by PEFC (Programme for the Endorsement of Forest Certification) and MTCC (Malaysian Timber Certification Council). More information about our Sustainability processes are available on the OzUrban Sustainability and Environmental Policy page.