Shipping policy
Shipping Promotions
From time to time, MY RUGS AND FLOORS may offer promotional shipping rates, including but not limited to free shipping, flat-rate shipping, capped shipping prices, or other discounted shipping options. Such promotions are subject to specific terms and conditions, including applicability to selected products and delivery locations only. Availability of any shipping promotion will be clearly communicated at the time of offer.
Delivery Fees
Delivery fees and estimated delivery times vary depending on the product(s) ordered. Fees are calculated based on factors including the size and weight of your order, the quantity and type of products in your cart, the origin of the shipment, and the delivery destination. The applicable delivery cost for each order will be clearly displayed during the checkout process prior to payment and order confirmation, and will be included in the total amount payable.
Please note that any changes made by you to the delivery address or delivery schedule after placing your order may incur additional charges.
Delivery time estimates provided at checkout assume delivery to the front door at ground level. In instances where freight charges for an order are unreasonably high, MY RUGS AND FLOORS reserves the right to contact you after your order is placed to request additional delivery fees or to cancel the order prior to dispatch. Should we cancel your order under these circumstances, a full refund will be issued.
Dispatch Time
Each product listing includes an estimated dispatch timeframe. Generally, orders received and processed by us before 11:59 PM (AEST) on business days in New South Wales will be dispatched within 1 to 3 business days from the relevant warehouse, unless otherwise indicated. Certain products, such as made-to-order items, may have longer dispatch periods.
Occasionally, dispatch times may exceed the usual estimates due to factors beyond our control, including delays arising from fraud checks on payments.
We endeavour to process all orders promptly and will notify you once your order has been dispatched or if any delays are anticipated.
Note: For the purposes of these Terms, “business days” refers to weekdays (Monday to Friday) excluding public holidays, in the state or territory from which the order is dispatched, unless otherwise specified.
Standard Delivery
Standard Delivery is a reliable and cost-effective shipping option available for most products. Orders using Standard Delivery will be transported by one of our national carrier partners, such as Australia Post, Allied Express, Couriers Please, or other carriers as appropriate. Deliveries are made to the ground floor entrance only; for multi-story buildings, the delivery personnel will not proceed beyond the ground floor front door.
Standard Delivery typically takes place Monday through Friday between 8:00 AM and 6:00 PM, though during peak periods deliveries may occur outside these hours. We strive to keep you informed throughout the process—from dispatch to delivery—via email and SMS notifications.
Please note that this delivery method does not offer the option to select a specific delivery day or time.
Specialist Delivery
When available, Specialist Two-Person Delivery is provided for large, heavy, or fragile items that require the expertise and care of a dedicated two-person delivery team. Prior to delivery, you will be contacted to confirm a suitable delivery date. Should the proposed date be inconvenient, you may liaise directly with our delivery partner to arrange an alternative.
Our specialist delivery team is equipped to carry items up to two flights of stairs and can deliver to the room of your choice, subject to compliance with applicable social distancing requirements.
Deliveries to floors above two flights of stairs may be accommodated if there is lift access suitable for the item, and provided the lift has sufficient capacity and space to safely transport the goods without risk of damage.
To facilitate a smooth delivery, please ensure that pathways and doorways are cleared of obstacles to allow unobstructed access for our team.
Specialist deliveries are usually scheduled Monday to Friday between 8:00 AM and 5:00 PM, though delivery times may vary during peak periods. As with Standard Delivery, we will keep you updated via email and SMS from dispatch to delivery.