Delivery
Delivery Policy
How We Calculate Delivery Costs
Your delivery fee depends on several factors including the size and weight of your items, your total order value, delivery location, and which delivery option you choose. We occasionally run promotions offering free delivery on selected products or delivery methods—keep an eye out for these!
Please note: You can't select a specific delivery date or time with our courier service.
Standard Delivery Rates
Metro Areas
- Free delivery on orders $149 or more
- $12.95 delivery fee on orders under $149
Regional, Rural & Outback Areas
- $39.95 flat rate regardless of order value
Metro delivery areas are determined by Australia Post and courier service zones, and may change from time to time. If you're unsure whether your address qualifies as metro, contact us before placing your order.
International Delivery
We currently only deliver within Australia. International shipping isn't available at this time.
PO Box Restrictions
Unfortunately, we can't deliver to PO Boxes. Please provide a street address when placing your order, as our couriers require a physical location for delivery.
Order Processing Time
We aim to dispatch most orders within 1-3 business days of receiving your order. During busy periods like sales or holidays, processing may take a little longer. You'll receive a confirmation email when your order is placed, and another notification with tracking details once it's been dispatched from our warehouse.
Custom or made-to-order items may require additional processing time—we'll let you know the expected timeframe when you place your order.
Delivery Timeframes
Once your order leaves our warehouse, you'll receive an SMS or email with tracking information. Please allow up to 24 hours for tracking details to update accurately. All orders include tracking so you can monitor your delivery every step of the way.
Expected delivery times from dispatch:
- East Coast Metro: 3-7 business days
- Other Metro & Regional: 7-14 business days
- Remote areas: Up to 21 business days
Deliveries typically arrive Monday to Friday (excluding public holidays) between 8am and 6pm. Occasionally, larger orders may arrive in two separate deliveries.
Please note: Delivery times may vary due to stock availability, public holidays, or courier delays beyond our control.
Delivery When You're Not Home
We understand you can't always be there when your order arrives. Here's how we handle deliveries to make things as convenient as possible for you.
Safe Drop-Off Options
Most of our delivery services let you nominate a safe spot for your package if you won't be home—think your front porch, side entrance, or even a trusted neighbor. You can usually set this up through the tracking link we send you.
Missed Deliveries
If you haven't nominated a drop-off spot and nobody's home when the courier arrives, they'll leave a card explaining your options. You can either schedule a new delivery time that works better for you, or pick up your order from a local depot at your convenience.
What Happens to Returned Parcels
Sometimes packages end up back with us if delivery can't be completed. When this happens, we'll reach out to work out the best solution—either sending it out again or refunding your purchase price. Keep in mind that any delivery fees we've already paid won't be included in the refund.
Signature-Free Delivery
When you give us authority to leave your parcel, our couriers can drop it off without needing someone to sign for it. They'll assess your property and only leave the package if there's a genuinely secure spot available. If they're not confident about the security of the location, they'll hold onto your parcel and arrange either another delivery attempt or collection from their depot instead.
Just a heads up—if a second delivery attempt is needed, you may need to cover any additional courier fees.
Damaged or Missing Items
We take great care packaging your order, but occasionally things can go wrong during transit. If your items arrive damaged or if something is missing from your delivery:
- Take photos of the damaged item and packaging as soon as possible
- Contact us within 48 hours of delivery at support@luxdogbeds.com.au
- Keep all packaging until we've resolved the issue
We'll work with you to arrange a replacement or refund as quickly as possible. In most cases, you won't need to return damaged items to us—we'll assess the situation based on the photos you provide.
If your order hasn't arrived within the expected timeframe, please get in touch and we'll investigate with the courier on your behalf.
Track Your Order
Need to check on your delivery? Contact us:
- Email: support@luxdogbeds.com.au
- Live Chat: Available on our website Monday to Friday, 9am-5pm AEST
We aim to respond to all delivery enquiries within one business day.