Shipping policy

At neat., we work with trusted suppliers and delivery partners to deliver furniture directly to customers across Australia. Delivery availability, charges and timeframes depend on the products ordered, delivery postcode, order quantity and carrier availability.

Delivery availability

We deliver to most Australian residential and commercial street addresses. However, certain products, oversized items and remote or restricted postcodes may not be available through our automatic checkout.

If delivery cannot be calculated for your postcode, checkout may display no delivery option. Please contact us at info@neatliving.com.au for a personalised freight quote. A manual quote is subject to supplier and carrier availability and may not always be possible.

We cannot deliver to PO Boxes or parcel lockers.

Shipping charges

Shipping is calculated at checkout using:

Your delivery postcode
The products in your cart
Product size and shipping weight
Product quantity
The warehouse or supplier dispatching each product
Any special handling or freight requirements

The complete shipping charge will be displayed before payment.

Orders containing products from different suppliers, warehouses or shipping groups may require separate consignments. Where available, these charges are combined into one Standard Delivery rate at checkout.

We do not currently offer a general free-shipping threshold.

Order processing and dispatch

For in-stock products, we generally aim to arrange dispatch within 1–3 business days after payment and order verification.

Dispatch timeframes are estimates only. Some bulky, fragile, restricted or supplier-direct products may require additional preparation or carrier booking time.

Orders placed on weekends or public holidays will begin processing on the next business day.

If an item becomes temporarily unavailable or there is a significant dispatch delay, we will contact you as soon as reasonably possible with the expected restock or dispatch timeframe. You may choose to wait or receive a refund for the affected product.

Estimated delivery timeframes

Delivery times begin after dispatch and depend on the product, destination, carrier and accessibility of the address.

As a general guide:

Small or non-fragile metro deliveries may take approximately 1–9 business days
Large or fragile deliveries to Sydney, Melbourne, Brisbane, Adelaide metropolitan areas and the ACT may take approximately 6–15 business days, or may be booked according to carrier availability
Large or fragile deliveries to Perth and Tasmania may take approximately 14–20 business days
Non-fragile deliveries to rural or regional areas may take up to 30 business days
Oversized, fragile, Northern Territory and remote-area deliveries may be assessed individually

These are estimates and not guaranteed delivery dates. Peak periods, weather, carrier congestion, public holidays, supplier delays and regional access may affect delivery.

Please contact us before ordering if delivery is required by a particular date. We will check what may be possible, but we cannot guarantee a date unless expressly confirmed in writing.

Delivery service

Standard delivery is generally:

Provided on business days during normal business hours
To the ground floor, front door or nearest safe accessible point
Delivery of the packaged product only

Unless expressly arranged and confirmed in writing, standard delivery does not include:

Carrying products upstairs or using lifts
Placement inside a room
Assembly or installation
Unboxing
Removal of packaging
Removal of existing furniture

Saturday, after-hours and timed delivery services are not routinely available.

Access requirements

Before ordering, you are responsible for checking that the packaged product will fit safely through all entrances, hallways, stairways, lifts and doorways at the delivery address.

Product and carton dimensions are provided on relevant product pages where available. Please contact us before ordering if you are uncertain about access.

You must advise us of any relevant access conditions, including:

Stairs, lifts or narrow entrances
Apartments, gated properties or loading docks
Restricted vehicle access
Parking restrictions
Rural or difficult-access roads
Any requirement to carry an item beyond the ground floor or front door

Additional services are not guaranteed and may incur an extra charge if available.

For particularly heavy or oversized products, the carrier may require suitable assistance at the delivery point. If you cannot safely provide assistance, please contact us before ordering so we can check whether an alternative service is available.

Delivery contact and tracking

Please provide an accurate:

Recipient name
Delivery address
Mobile telephone number
Email address
Relevant delivery instructions

Depending on the carrier, you may receive tracking information, an estimated delivery window or a call or SMS to arrange delivery.

Live tracking may not be available for fragile furniture delivered by removalists or independent carriers. These carriers may contact you directly to coordinate delivery.

Because products may be dispatched from different warehouses, items from the same order may arrive separately.

Authority to leave

An authority-to-leave request may be available with some carriers but is not guaranteed.

If you authorise a delivery to be left unattended, the carrier may leave it at a location it reasonably considers safe. After delivery has been confirmed in accordance with that authority, we may not be responsible for subsequent theft, loss or weather-related damage, except where liability cannot be excluded.

Missed or unsuccessful delivery

You or an authorised person must be available to accept delivery where attendance is required by the carrier.

If delivery cannot be completed because:

Nobody is available
Access is unsafe or unavailable
The address or contact details are incorrect
Required access information was not provided
Delivery is refused without a valid reason

the original freight charge may be forfeited and reasonable redelivery, storage, return-to-sender or futile-delivery fees may apply.

We will explain any applicable additional charges before arranging redelivery where reasonably possible. Charges will not be imposed where the unsuccessful delivery was caused by our error or the carrier’s error.

Address changes and delivery cancellation

Please contact us immediately if the delivery address or contact information needs to be changed.

We cannot guarantee changes after an order has been processed, dispatched or assigned to a carrier. Additional carrier or redelivery fees may apply if a change is requested after freight has been booked.

Cancelling or rescheduling a confirmed bulky-furniture delivery at short notice may result in reasonable carrier charges. These charges will not affect any rights you may have under the Australian Consumer Law.

Restricted products and delivery areas

Some products may be restricted to particular metropolitan areas because of their size, fragility, packaging or available carriers.

Delivery restrictions will generally be reflected by the delivery options available at checkout. We may contact you after ordering if a carrier cannot safely or reasonably service the address.

If we cannot fulfil delivery, we will offer an appropriate solution, which may include a revised freight quote, an alternative delivery arrangement or cancellation and refund of the affected product.

Unexpected delays, loss and transit damage

Unexpected carrier delays may occasionally occur due to circumstances outside our direct control. If your order is significantly delayed, lost or damaged in transit, please contact us. We will investigate with the relevant supplier and carrier, keep you informed and work toward an appropriate resolution.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.

Inspecting your delivery

Please inspect the cartons and products as soon as reasonably possible after delivery.

If an item appears damaged, incorrect, incomplete or missing:

Photograph the external packaging before opening where possible.
Photograph the shipping label and visible damage.
Keep the product and all original packaging.
Contact info@neatliving.com.au with your order number and photographs.

Please notify us within 48 hours where reasonably possible so we can promptly investigate with the supplier and carrier. Reporting outside this timeframe does not automatically prevent your claim from being assessed.

Do not dispose of the product or packaging until we advise that it is no longer required for assessment.

Contact us

For delivery questions, access requirements or personalised freight quotes, contact:

Email: info@neatliving.com.au
Website: https://neatliving.com.au

Please include the product name, quantity, delivery postcode and details of any stairs, lifts or restricted access.