delivery

Our goal is to deliver your purchase as quickly as possible.

Delivery process and times

While all effort is made to ensure that Goods purchased from our Website will be processed within 48 hours of receiving your order, we cannot guarantee processing times. We generally use third party delivery companies to delivery your order. By placing an order for Goods you agree that your details, such as name, contact numbers, delivery address, will be passed to those third parties. While we aim to get your order delivered to you within 5 – 10 working days, in the unlikely event of extended delays, we will endeavour to inform you. Any questions or follow up regarding delivery can be directed by email to warehouse@thefamilylovetree.com.au. Further, you agree that notwithstanding anything in these Terms, we are not liable with respect to any loss, damage, cost or expense you or any third party suffers as a result of a change in delivery times or delay in delivery.

Where an order contains two or more Goods we cannot guarantee that they will be dispatched and delivered to you together. They may be dispatched separately and we may use different third party delivery companies for delivering them. If you ask us to leave a Good at a delivery address, we are not responsible for loss, damage or theft of Goods once the Goods are delivered to that address. Some people may also prefer to have their Goods shipped to a business address as an additional precaution.

Further, if you require Goods that you have ordered to be redirected to an address other than your original order address, we may charge you a reasonable fee for doing this.

Shipping charges

Shipping charges for delivery within Australia are automatically calculated during the checkout process. Any queries relating to standard shipping within Australia can be directed to us at info@thefamilylovetree.com.au.

What if I live outside Australia?

While we accept orders from outside Australia, should the redirection be possible, you acknowledge and agree that we will only use a door-to-door Economy Air Freight service to deliver Goods and you agree to your details including your delivery address to be supplied to the agent for the purpose of delivering your Goods. Further, on delivery you may be required to sign a proof of delivery document. If you are not available to take delivery a calling card containing the relevant contact details will be left at the delivery address. It is your responsibility to follow the instructions stated on the calling card. If Goods are required to be redelivered, you may be required to pay any associated fees for redelivery.

In some cases, we may agree to ship our Goods outside Australia. We will endeavour to make a standard delivery rate available for a limited range of Goods and will publish this standard delivery rate on the “International Shipping” page of our Website. For shipping of all other items, please contact us at sales@thefamilylovetree.com.au and provide us with your full shipping address and the list of Goods that you wish to purchase. We aim to get back to you within 24 hours with our quote.

Collecting my Goods

You may elect to collect your Goods directly from our warehouse which is located at 11/18 – 20 Edwards Street, OAKLEIGH, Victoria 3144, Australia. Please call 03 9568 1962 to arrange a pick up time, as we are open irregular hours.  If you do pick up from our warehouse, we will not accept claims for scratches, indentations, marks, or any other visible damages once you have collected your Goods from our warehouse. Please inspect the Goods carefully upon collection. In order to arrange a collection directly from our warehouse please email us at warehouse@thefamilylovetree.com.au.

Pre-Orders and Back-Orders

Pre-orders are orders for Goods which are new stock which is expected to arrive in the near future. All pre-orders are paid for at the time of placing an order. Expected delivery times on pre-ordered Goods are approximate and are subject to change. All pre-orders are non-refundable once full payment is made and you may not cancel your pre-order (subject to our Cancellation Policy above). For questions about pre-orders, contact us with your name, delivery address and contact numbers at sales@thefamilylovetree.com.au.

Back-orders are for Goods which are temporarily out of stock and can be placed through our Website. We will provide you with an estimated delivery date within 48 hours of ordering and will do our best to deliver your back-order within 2 – 12 weeks.  Please note delivery dates are estimates only and are subject to change due to unforeseen supply issues and/or unexpected demand may occasionally result in further delays in delivery schedule.

If we are unable to ship your back-order within 12 weeks, you will receive a refund within 7 working days. However, (subject to our Cancellation Policy above) you will not be able to cancel your back-order once it has been placed.

Details you provide us with

It is your responsibility to ensure that the information you provide, including your name, delivery address, contact numbers, email address and orders are correct, so please check any details carefully before submitting an order to us. You acknowledge and agree that we will not be responsible for any loss or damage that you may suffer as a result of you providing incorrect information to us including your name, delivery address, contact phone numbers or email addresses.

© 2018 The Family Love Tree.