Shipping policy

Your items will be delivered by one of our trusted courier partners, who will bring them directly to your designated front entrance, door, reception area, foyer, or any other suitable parcel receiving location. Please note that our couriers are unable to deliver to PO box address or assist in bringing the goods beyond your front door. Additionally, we regret to inform you that our courier partners cannot accommodate specific requests for exact delivery times or dates. Rest assured, we will notify you via email once your order is en route.

Delivery times are estimated and may occasionally be delayed due to high order volumes or unforeseen traffic conditions. We strongly advise waiting for your item to arrive in good condition before scheduling any installation services.

Important: We are not liable for unexpected delays or additional costs caused by courier issues or transit delays. Thank you for your understanding.

Note: Timberline brand items are not eligible for Free shipping 

By accepting this policy, you are granting us permission to authorize the courier to leave the item in a safe place if you are unavailable to receive it. If you do not wish to authorize this, please inform us accordingly by leaving a note when check out or email us to Support@zure.com.au or 02 9000 1811.

If you choose not to authorize the courier to leave the item in a safe place or there is no safe place for the courier leave the items, it becomes the responsibility of customers to ensure they are available to receive their shipments or to make suitable alternative arrangements for receiving delivery. Customers will be responsible for covering any additional costs incurred for re-deliveries or adjustments after the order has been dispatched.

If your order includes multiple items, we may ship your items separately, at no additional shipping cost to you. If all of the item has not arrived by the estimated delivery date or if a part of your order is missing in transit, please don't hesitate to contact us. We are here to assist you and can help facilitate communication with the courier company on your behalf.

It is strongly advised that you or someone on your behalf be available to assist the driver in unloading large, heavy goods. Please note that delivery drivers will not transport large items upstairs, and it is the customer's responsibility to arrange the necessary assistance. Large item deliveries are door-to-door services, and it is the responsibility of the customer or recipient to transport the items from the door to the desired location on-site.

Please be aware that drivers are equipped to deliver heavy products only to the front entrance of single-level houses with flat driveways. For apartments or challenging sites, assistance from trades or customers may be required to move the products.

How does delivery work?

As soon as your order has been placed with us, depending on stock availability your order will be dispatched within 2-3 business days for small and non-bulky order and within 5-6 business day for bulky order required pallet packing. If any part of your order is not available for dispatch within this timeframe, we will inform you by email. 

A tracking link will be sent to you immediately upon dispatch.

Once your order has been dispatched from our facility, any requests for amendments to an order after it has been dispatched will be subject to our "changed of mind" criteria, and associated costs will be the responsibility of the customer. This is due to the nature of our logistics and shipping processes, which aim to ensure prompt delivery of your items.

If the item has not arrived by the estimated delivery date, please don't hesitate to contact us. We are here to assist you and can help facilitate communication with the courier company on your behalf. Please understand that delays may occur due to factors beyond our control, such as high workload, traffic, and issues on the courier's side. We appreciate your understanding and patience in such situations.

How long will it take for my order to arrive?

Please be advised that the shipping freight applied to your order is standard shipping. If you require express shipping for your order, we kindly request that you contact us via email Support@zure.com.au or call 02 9000 1811 before your order is dispatched. Please note that opting for express shipping will incur additional charges.

Timberline Products are all made to order in Armidale, Australia. Allow a 2-3 week lead-time from time of confirmation for vanities and shaving cabinets.

We provide a 24 hour review period for all custom cabinetry. After this time, your cabinetry will be in production and no changes can be made

Sydney Metro & ACT approximately 1-3 Business days

NSW Rural/Melbourne Metro approximately 3-5 Business days

SA/QLD/VIC approximately 5-10 Business days

TAS/WA/NT approximately 7-10 Business days 

If your order includes multiple items, we may ship your items separately, at no additional shipping cost to you. 

How can I track my parcel?

Once orders are dispatched, we will contact you via email with a tracking link for your parcel/s. 

Can I pick up my order?

Pick up is available to our Sydney based customers as our pickup locations are based in Auburn, Chester Hill, Guildford, Greenacre, North Ryde or any combination thereof, depending on product/s ordered. 

We will notify you via email once your order is ready to be picked up. If you require the item urgently, please contact us via Support@zure.com.au or 02 9000 1811.

Faults, damages, missing in transit or stolen items.

Upon receiving your order, it is imperative to inspect the items within 48 hours. Should you discover any damage, incorrect items, or faults, it is essential to notify us within this timeframe. Please provide evidence of the damage via email so that we can facilitate a replacement for you. Claims or responsibilities cannot be accepted beyond the 48-hour window, as our shipping company cannot guarantee that any damage occurred post-receipt of the item or during the installation process. Claims must be made within this timeframe to be eligible for coverage under the shipping provider's insurance. Failure to do so will result in the customer being deemed to have accepted the goods and assuming liability for them.

If your item has been delivered but is subsequently stolen, please inform us immediately, please ensure to submit a police case number to us. This will enable us to proceed with the insurance claim process effectively.

Please be advised the replacement will be dispatched within our standard shipping timeframe. If replacement includes multiple items, we may ship your items separately. Unfortunately, we cannot provide overnight shipping order express shipping for fragile items or bulky items.

Important: We are not liable for unexpected delays or additional costs caused by courier issues or transit delays. Thank you for your understanding.

Note:

For Clearance Items, if item is no longer available at the time damage is reported or warranty claim logged, we are only able to issue the refund.

For lights and rugs, we are unable to take responsibility for variations in appearance due to differences in natural and artificial lighting in the home.

Please note that for any damaged in transit reports made within 48 hours, we can only provide a replacement or a refund. Unfortunately, we cannot offer financial compensation for electric or plumber bills

Our items are dispatched in pristine, brand-new condition, and are thoroughly checked for any defects or missing parts prior to shipment.

If the item received in poor quality or faulty, we would assist to log the warranty claim directly to supplier to arrange replacement or refund. 

If the item received been damaged in transit, we would give you instruction to log the insurance claim to courier for replacement or refund. 

Please be aware that the damaged or faulty items need to be kept in your premises and uninstalled until you receive the confirmation from our team if supplier request the items returned. Failure to do so will result in Customer being unable to receive the replacement or refund. It is the customer's responsibility to dispose of the damaged item if our team does not request its return.

Change of mind returns policy

We offer a 30-days change of mind returns policy for all products except the customised items or made-to order products or Clearance items

Important: Please note that all Timberline Brand items are customized and made-to-order products, change-of-mind return requests will not be accepted.

Note: Clearance item is not eligible for return or refund under change of mind policy.

All returned products must meet the following criteria:

• They must be in their original packaging.
• They must not be installed.
• They must be in a resalable condition.

Please ensure that the product is securely packaged for return shipping. Returns will not be approved if the product has been damaged during shipping.

Please Note: For fragile items (such as mirrors, stone tops, etc.) or bulky items (longer than 1200mm), we do not recommend initiating a return due to the high risk of damage during transit. Refund will not be issued if the items has been damaged 

Please note the following terms and conditions will be applied for approval return

• A 20% restocking fee applies to all change of mind returns.
• All return shipping costs will be incurred by the customer.
• When the item returned back to us in re-sellable condition, the refund amount will be sent back to your initial payment. Please be advised, shipping fee which you paid for delivery is not included in this refund.

How does Return work?

To initiate a return under change of mind, please send us direct email to Support@zure.com.au and supported by images. Our team will contact supplier for return approval.

For return requests related to damaged or faulty items under warranty claims, our team will assess the situation and advise you accordingly

For all return situations, We will provide you with a return label and instructions for return. Customer will need to print out each label and affix it securely to the corresponding return item

Please note that courier bookings for return pick-ups are scheduled between 10:00am and 3:00pm on business days only.

Unfortunately, we are unable to request or guarantee an exact pick-up time within this window, as courier availability can vary due to traffic, routing, and other operational factors.

If you won’t be home during this time, you are welcome to leave the item(s) in a safe, accessible location for the driver to collect. Just let us know where it will be placed so we can pass the instructions on to the courier.