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Shipping policy
HIPPO FLOORS - SHIPPING POLICY
OVERVIEW
This Shipping Policy outlines how we deliver products to our customers across Australia. Please read this policy carefully to understand our delivery terms, costs, and procedures.
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SECTION 1 - DELIVERY ZONES AND COVERAGE
We deliver to most of Australia, including mainland states and territories. Our delivery coverage includes:
✓ New South Wales
✓ Victoria
✓ Queensland
✓ South Australia
✓ Australian Capital Territory
We do NOT currently deliver to:
✗ Western Australia
✗ Northern Territory
✗ Tasmania
Shipping costs to these states are prohibitively expensive, and we are unable to offer competitive pricing. If you are located in WA, NT, or TAS and wish to inquire about a custom quote, please contact us at hello@hippofloors.au.
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SECTION 2 - SHIPPING OPTIONS AND COSTS
We offer two main shipping options depending on the nature and size of your order:
2A - PALLET DELIVERY (Large Orders - Flooring Products)
For larger orders of flooring products, we arrange pallet delivery using third-party couriers. Our main couriers for pallet delivery are Mainfreight and Northline, though we may use other courier services to obtain the most competitive pricing for you.
Pallet delivery costs are calculated based on:
- Weight of your order
- Geographic location (metro vs. rural)
- Accessibility of the delivery property
- Number of pallets
Metro deliveries typically start from $150 and increase based on the factors listed above.
Rural deliveries typically start from $500 and increase based on the factors listed above.
Exact shipping costs will be calculated and displayed at checkout before you complete your purchase. You will have the opportunity to review and approve the shipping cost before finalising your order.
2B - SAMPLE BOX SHIPPING (Samples)
For product sample orders, we use Australia Post for delivery.
Sample box shipping costs are fixed at $15 per sample box, regardless of location within our delivery zone (mainland Australia, excluding WA and NT).
Delivery timeframe for sample boxes is typically 5-10 business days, depending on your location.
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SECTION 3 - ESTIMATED DELIVERY TIMEFRAMES
All delivery timeframes are estimates only and are not guaranteed. Actual delivery times depend on factors beyond our control, including courier availability, traffic, weather, and property accessibility.
Pallet Delivery: We aim to deliver within 5-10 business days of order confirmation, though this varies by location and courier capacity.
Sample Box Delivery: We aim to deliver within 5-10 business days of order dispatch.
Your Preferred Delivery Date: We will make every effort to accommodate your preferred delivery date, but we cannot guarantee this as it depends entirely on courier availability and scheduling. Please provide your preferred delivery date in your order notes, and we will communicate with the courier on your behalf.
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SECTION 4 - SHIPPING COSTS ARE CUSTOMER'S RESPONSIBILITY
All shipping costs are the responsibility of the customer. We do not offer free shipping on any orders. Shipping costs are clearly displayed at checkout and are in addition to your product costs.
Please note that shipping costs may vary based on the specific details of your order (weight, location, accessibility, pallet count, etc.). If your order details change after checkout, your shipping cost may be adjusted accordingly.
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SECTION 5 - DELIVERY ADDRESS AND REQUIREMENTS
You are responsible for providing a complete, accurate delivery address. Delivery addresses must include:
- Recipient name
- Street address (no PO boxes)
- Suburb/town
- Postcode
- Contact phone number
Please ensure your address is accessible to a large delivery vehicle (pallet deliveries). If your property has limited access (e.g., narrow driveways, gates, stairs), please inform us at hello@hippofloors.au so we can advise if additional charges or alternative arrangements are needed.
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SECTION 6 - INSPECTION AND DAMAGE REPORTING
Upon delivery, you must inspect your order for any visible damage.
If you receive damaged or lost goods, you must report this to us within 2 days of delivery by contacting hello@hippofloors.au. Please include:
- Your order number
- Photos of the damage
- A description of what was damaged or lost
Any damage not reported within 2 days of delivery is not eligible for replacement or refund.
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SECTION 7 - LOST OR DAMAGED ORDERS
If your order is damaged or lost during transit, we will issue a full replacement at no additional cost to you.
To receive a replacement:
1. Report the damage or loss within 2 days of delivery (see Section 6)
2. Provide photographic evidence of the damage
3. We will arrange a replacement shipment with the courier
Please note that replacement shipments may take additional time to arrange and deliver, depending on courier availability.
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SECTION 8 - COURIER LIABILITY
Once your order is handed over to the courier, title and risk of loss passes to you. However, we remain responsible for arranging replacement of damaged or lost goods as outlined in Section 7.
The courier is responsible for the safe transport and delivery of your goods. If you have questions about tracking, delivery status, or carrier-specific issues, please contact the courier directly. We can provide you with courier contact details upon request.
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SECTION 9 - TRACKING AND DELIVERY UPDATES
Once your order is dispatched, you will receive tracking information via email. You can use this information to track your shipment with the courier.
For pallet deliveries, the courier will contact you directly to arrange a suitable delivery time. Please ensure you provide a contact number on your order so the courier can reach you.
For sample boxes, tracking information will be provided via Australia Post.
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SECTION 10 - CUSTOMER RESPONSIBILITY FOR COURIER COORDINATION
For pallet deliveries, you are responsible for:
- Being available or arranging someone to be available on your preferred delivery date
- Ensuring safe and clear access to your property for the delivery vehicle
- Providing the courier with any special access instructions (gate codes, side street access, etc.)
- Inspecting goods upon delivery and reporting any damage immediately to the courier and to us
If the courier is unable to access your property or you are not available for delivery, additional charges may apply, and redelivery will need to be rearranged at your expense.
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SECTION 11 - SPECIAL REQUESTS AND CUSTOM QUOTES
For orders with special requirements (e.g., remote properties, multiple delivery locations, time-specific delivery windows), please contact us at hello@hippofloors.au for a custom quote.
We will do our best to accommodate your needs, but additional charges may apply.
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SECTION 12 - RETURNS SHIPPING
Returns are handled separately and are subject to our Refund Policy. Please refer to that policy for information on how to arrange returns and who is responsible for return shipping costs.
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SECTION 13 - SHIPPING TO REGIONAL AND REMOTE AREAS
We deliver to regional areas of Australia (excluding WA, NT, and TAS). Shipping costs to remote or rural properties are significantly higher than metro deliveries, as reflected in our $500+ starting price for rural areas.
Some extremely remote properties may not be serviced by our couriers. If you are unsure whether we can deliver to your location, please contact us at hello@hippofloors.au before placing an order.
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SECTION 14 - INTERNATIONAL SHIPPING
We currently do not offer international shipping. All deliveries are limited to NSW, VIC, QLD, SA, and ACT only.
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SECTION 15 - CONTACT US
If you have any questions about our shipping policy, delivery options, or tracking information, please contact us:
Email: hello@hippofloors.au
Phone: 0406 304 357
We aim to respond to all shipping inquiries within 2 business days.
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SECTION 16 - CHANGES TO SHIPPING POLICY
We reserve the right to update this Shipping Policy at any time. Changes will be posted on our website, and your continued use of our Services constitutes acceptance of any changes.
For material changes to shipping zones, costs, or procedures, we will notify you in advance where possible.
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Last Updated: 23 February 2026