Shipping and Returns Policy
Returns
Change of mind:
We take pride in our products, and while we hope you love them, we understand things can change. However, as all items are made to order, once your timber is purchased and work has begun, refunds are not possible. For standard (non-custom) items and shelves that aren’t pre-drilled, we’re happy to offer a store credit.
To request a return, contact us at hello@thetimberline.com.au within 14 days of receiving your order. Include your name and order number, and wait for confirmation before returning items. Return shipping costs are your responsibility.
Items must be in ‘as-new’ condition—unused, uninstalled, and undamaged—and should be returned in original packaging, if possible. After inspecting the item, we’ll issue a store credit minus the original delivery fee.
Damaged items:
Occasionally, items may be damaged in transit. Please inspect your order upon arrival, as damages may not always be apparent from the packaging. If you find any damage, contact us within 24 hours of delivery, providing clear photos. Our customer care team will guide you through the next steps.
Important Notice on Installation Instructions and Refunds:
Our products come with detailed installation instructions and important pre-purchase information on product pages and more information can be found in our blogs and FAQ page. It is your responsibility to thoroughly review this information before placing an order. Refunds will not be issued if you fail to follow or understand these instructions. By completing your purchase, you confirm that you have read and understood the installation process. Please reach out if you have any questions before purchasing. Instructions are provided on your confirmation email but if you wish to see them being making your purchase please email us and we will send them to you.
Delivery
- We offer international delivery, the cost will be calculated at the checkout, any issues please contact us for help. To obtain a quote from us please include your full address and the product(s) you wish to purchase.
- All of our deliveries are COVID safe, they will be left unattended in a safe place and without the need for a signature. If you don't wish for it to be left unattended please notify us.
- Free delivery if you live in the suburb of Newcastle. Please check our postcode page to check you make the cut.
- The shipping time that is calculated at checkout is not the production time.
- Shipping starts at $15, your shipping will be calculated at checkout. Please allow 2-6 working days for delivery, depending on your area. When you enter your postcode at checkout it will calculate shipping cost.
- Shipping for large sized custom orders will be quoted as per order.
- Orders are dispatched Monday to Friday.
- Items purchased on weekends and public holidays will be dispatched the following delivery day.
- You will receive an email once your items are on their merry little way to you.
- All items have a production time, please check this on the individual product pages. If there is no production time they will be dispatched on the same day, if ordered before 12pm.
- If you have selected the option to have your shelf installed, we will contact you to arrange a suitable installation date.
- Our couriers do not deliver to PO boxes or postal boxes. Please only enter a physical address.
Subscribe to our emails
Join our email list for exclusive offers and the latest news.