Delivery Process

We take great care to protect your order throughout its journey to you.

Below, you'll find information about our delivery process, including frequently asked questions and what to expect before, during, and after your order arrives.

If you have any further questions, please contact our team.

Frequently Asked Delivery Questions

1. Do you deliver Australia wide?

Yes, we deliver to all Australian states and territories.
2. How will I receive my vanity?

We're based on the Gold Coast. Your delivery method will depend on your location:

  • South East Queensland & Northern NSW: Delivered by local couriers.
  • All other regions: Delivered by trusted third-party couriers or freight carriers, such as TNT Road Express.

We'll let you know which delivery method applies to your order.
3. Can I collect my order from your Gold Coast workshop?

Yes, you're welcome to arrange a collection.

Collections are available by appointment on weekdays or Saturday mornings.
4. Instant delivery rates are not available for my address at checkout. Can you deliver to my address?

If instant delivery rates do not appear for your address at checkout, please contact us with your order details and location, and we'll provide a real-time delivery quote.

Depending on your location and the size of your order, delivery to your nearest freight depot may be more affordable than home delivery.

If depot collection is suitable for you, we'll provide pricing for both options so you can compare them.
5. Which delivery options do you offer?

Depending on your location and circumstances, we may be able to deliver to your:

  • Home
  • Nearest freight depot, or
  • Business address (if applicable)
6. Do you offer free shipping?

We do our best to keep our pricing fair while continuing to offer custom, high-quality, Australian-made vanities.

To make this sustainable, third-party delivery fees are charged at cost.

Rather than inflating our product prices to advertise "free shipping," we provide transparent pricing by quoting the cost of your vanity and the cost of delivery separately.

If the residential delivery fee at checkout seems higher than expected, please contact us.

We'll always do our best to find you a more affordable delivery option, where possible.

Depot collection and business-to-business deliveries are typically more affordable than residential home delivery and may help reduce your delivery costs.

If either option suits you, please let us know.

You're also welcome to arrange your own pickup or delivery, if you prefer.
7. How long will it take to receive my vanity?

Production Lead Time

  • For online store orders, the estimated lead time is displayed on each product page.
  • For orders placed via email, the lead time will be confirmed in writing and on your invoice.

Lead times refer to production only and do not include third-party delivery timeframes.

Additional Delivery Timeframes

  • Delivery times vary based on your location and the size of your order.
  • Estimated delivery timeframe: 2–10 business days.
8. How will I know which day my order is being delivered?

Depending on your location, you’ll either be contacted by us to arrange a delivery day and time window, or a third-party freight provider may contact you directly.
9. What do I need to do on the day of delivery?

You, or someone you nominate, will need to be home or on site to receive your order on the scheduled delivery date.

Upon delivery, please check that all items listed on your invoice are present.

If any items are missing or incorrect, please notify the driver immediately.

Please note — for safety reasons, deliveries are strictly limited to ground level only, to a location that is safe, flat, and accessible at your property (e.g., driveway, carport, garage, or level front entrance).

Please be mindful that:

  • Delivery drivers are not removalists
  • Drivers cannot carry items upstairs or inside your home or construction site
  • You’ll need to arrange adequate assistance to safely handle your order after delivery
  • All of our products require two or more people to lift and carry safely
10. How can I contact you if there's a problem with my order?

To report a problem with your order, please contact us using one of the methods below:

Website form: www.customvanity.com.au/pages/contact
Email: info@customvanity.com.au
Phone: 0431 204 034
11. Checking & Reporting Problems Within 48 Hours

ON THE DAY OF YOUR DELIVERY, PLEASE:

  1. Inspect your order as soon as possible
  2. Report any damages to us within 48 hours and before installation

DAMAGED PACKAGING

We take great care to securely package all of our products and protect them during palletised transport.

In the rare event that damage occurs during transit, please follow the steps below so we can address the problem as quickly as possible.

If the packaging of your product appears damaged, please take clear photographs or videos of the damage before unboxing.

Continue unboxing and inspect the product.

If the product is damaged, email info@customvanity.com.au with the photos or videos attached, and we will assist you.

WHY IMMEDIATE INSPECTION MATTERS

We understand that during a build or renovation, you may want to keep your vanity in its original packaging to protect it until installation.

However, it's important to open and inspect your order upon receipt because:

  • Due to the nature of new builds and renovations, once time has passed, it can be difficult to determine whether damage occurred during transit or on site after delivery or installation.

  • Discovering a problem that requires repair or replacement just before installation will likely cause delays to your project.

  • We use third-party freight carriers, which have strict reporting timeframes. If damage is reported outside of the reporting period, the freight carrier may decline your claim, and we may be unable to recover the costs associated with the damage.

For these reasons, any transit damage must be reported to us within 48 hours of delivery.

We’re here to help. If anything isn’t right, just contact our team and we’ll support you through the next steps as quickly as we can.
12. Missed Deliveries

Please ensure someone is available to receive your order on the scheduled delivery date.

If delivery is attempted and no one is available, the third-party delivery provider may charge a re-delivery fee at their discretion.

These fees are outside of our control, and you will be liable for them.