Customer Service policy:
- Shipping & Delivery
- Damaged & Insurance
- Returns & Replacements
- Assemble issue.
- Payment, Pricing & Promotions
- Viewing Orders
- Privacy & Security
Shipping & Delivery
For Sydney metro, if order over $500,we can delivery you personally to provide much better service than courier, we can ring you in advance to let you know delivery time. For all items less then 30kgs or order less than $500, we may arrange courier do door to door delivery. Normally delivery time is 2 to 5 business days if item is in stock to most capital cities after clear payment. We will email you delivery tracing number when courier pickup. You may need people home to sign the delivery consignment. Courier can not give us the delivery time, we will leave note ask courier to ring you before delivery; however we can not guarantee they will ring all time. If nobody, you can write a clear note in your front door noticeable areas to ask driver leave in front door if your areas is safe, however you are responsible for the loss in case even very rare happen. It depend driver if happy to carry the item in-house, they may do it if with healthy man help.
We can ship to most address in Australia. Note that there are restrictions on some products, and some products cannot be shipped due to size or fragile. Please contact us first for isolated areas.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Postage may be different from different courier; we will adjust postage basing on your order.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page.
Damaged & Insurance
Recommend paying insurance, you just add extra 5% to the total amount include postage. Please check items package and inside, report us in 24 hours and email clear photos for the damaged item, we will arrange to swap the damaged part ASAP. As most items are heavy, please handle with care, you also may need 2 healthy people to carry. If you did not pay insurance and want to save money, we will charge the cost price and postage to send new part.
Returns & Replacements
We guarantee 100% happy transition, If you are not happy about our product, simply return to our warehouse in 2 weeks to get full refund, you must keep all items in original packing and no damaged condition. For mattress, you must keep the plastic in original condition. For all delivered items, please contact us first and them return to our warehouse, you can arrange your own delivery to return or we will arrange pickup from your address again, however you are responsible for both way postage. You may return most new, unopened items within 2 weeks of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Most items are flat packed in box except clearly stated, assembly may request, It’s helpful if you have some furniture assemble experience. Although it can be completed by most people, some may take longer time to do it, there are also some people can not do it, about 20% people find hard to assemble, If so we recommend you to pay professional people to do it. We also do assemble job in Sydney metro. In order to save double visiting cost, it’s better ask us to assemble with delivery, you must inform us in advance, because we may bring assembled one to save lots of time in your home. If you have assembled problem, please contact us first, we are not responsible for damaged for inappropriate assembly.
Payment, Pricing & Promotions
We accept bank deposit, net bank money transfer to our Westpac bank account detail is:
Account Name: Suncool Furniture Pty. Ltd
BSB/Account number: 032070/436551
Please quote your name or post code as reference when make payment, If your account also in Westpac, normally take 1 day to clear payment, otherwise 2 to 3 business days. If need urgently, better do direct bank deposit, will be clear same day.
We also accept check or money order, normally will take more days to clear payment, please send to: Pay to: Suncool Furniture P/L, Address: 2/22 Belmore Rd North,Punchbowl NSW 2196
If you want to pickup, we also do cash on pickup. If you want to Papal, please make sure that courier only delivery to the registered address in Papal. We can not delivery to any PO Box address.
You can inspect some products in our show room, however we do not display all products on line in our showroom, Please ring us first to check if the item in the showroom is the one you are coming to inspect. You can email or phone us for any questions, we can also do lay by maximum 2 months, you are request to pay 20% deposit, and pay the rest before delivery day.
Privacy & Security
All information you provided will not be shared for any other no transaction involved parties.