Do you ship to me?

We provide shipping Australia wide. We use insured, premium shipping, whree possible, to reduce damaged items and delays.
Please Note: We are unable to ship to PO Boxes.

Do you offer pickup?

Yes, we currently offer pickup for

Calibre orders at Door 2/143 Foundation Road, Truganina VIC 3029.  Select the pickup option at checkout.  

Level Orders - Contact us support@prime-furniture.com.au to discuss with us. 
  

What if I receive the item and it doesn't fit my space?

Change your mind? No problem! We will accept a return within 30 days of you receiving it. We only ask that you cover the return shipping cost. 

We do request that the product is returned in the same condition it was sent. Our warehouse team will inspect the item prior to refund. 

Please Note: Sale Items and Price Matched Items are excluded.

How long does it take to receive my order?

Most of our items are dispatched in under 2-5 business days of your purchase (excluding weekends). We provide full tracking information and will update you along the way. 

What if my item is damaged?

We will take care of it. Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.

If your item(s) arrives damaged, keep the shipping labels and the packaging intact and send photos with your order number to support@prime-furniture.com.au within five (5) working days. We will provide instructions on how to return the damaged item.

Solutions for damages vary depending on the level of damage. For minor faults or damage we offer up to 30% cashback on the value of the item. For major  damages we provide a replacement where available or compensation if the item is no longer available.

How can I contact you?

We're a family-owned and operated online furniture store. We love helping our customers. Email us at support@prime-furniture.com.au or use the chat icon at the bottom of your screen to talk to a team member.

What if I find a better price online?

Our price beat guarantee means that if you find an identical item at a lower price in stock with a competitor, we'll beat it by 5%. Simply send us the details at support@prime-furniture.com.au

Our price guarantee excludes custom items.

Can I use a discount code in a sale?

While we aim to give you the absolute best price on the internet, we can't accept discount codes in conjunction with sales or other discount codes.

However, if you find a better price online we will beat it. Contact us on support@prime-furniture.com.au 

Shipping & Delivery

How long does delivery take?

Delivery time varies depending on the product, supplier, partner warehouse, and location. Once your order has left the warehouse, you will receive a shipping notification email. The delivery takes place within 5-7 business days for items weighing up to 30 kg and below and 10-14 business days for products weighing above 30 kg. 

What is a 'standard delivery service'?

All standard delivery services deliver to the ground floor of the address provided. Moving the items to another level, packaging removal, and assembly are your responsibility as the purchaser.

Can I arrange my courier?

For insurance purposes, only couriers arranged by Prime Furniture are allowed to collect the items from our supplier’s warehouse. 

Can I request a delivery date and time?

Due to uncertain situations outside our control, we cannot accept specific dates of delivery and time. 

How do I track my delivery?

For products under 40 kgs, we will provide tracking information as it is arranged, and dispatched from the warehouse. A notification email will be sent to you containing delivery details. 

For bulky and fragile items, we send an email with the courier’s name, contact number, and reference. These couriers do not have a tracking link. They will call you to arrange a delivery date to your house. 

Order Lead Times

Lead times (the amount of time used from placing the order to dispatching from the warehouse)

Hudson Furniture customised products have a lead time of 12-14 weeks 

What is 'ETA'?

ETA is the abbreviation for 'estimated time of arrival'. Note that this is only estimated and is subject to change. 

Why can ETA’s change?

There are multiple reasons for the changes in the dates:

1. Manufacturing postponement due to lack of materials and workforce shortage;
2. International freight problems due to congested ports, delayed loading and unloading of the containers to and from the ship, or changed routes of ships. 

Refunds

A refund can only be sent to the original payment method. If you no longer have access to that payment method, then you need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.

We process the refund within 7 days after it has been forwarded to the accounting department. However, a refund takes up to 10 business days to be credited back to your account.

Returns

How long do I have to return the item(s)?

We accept returns within 30 days of you receiving the item.

In what condition can item(s) be returned?

Prime Furniture allows changed-of-mind returns if the following conditions are met:

1. Original packaging is intact;
2. Products and accessories are not assembled;
3. The item is unused and in it's original condition.
4. Item was not purchased on sale or price matched.

Will a refund be issued and if so, how much and what type (e.g. store credit or refund)?

A partial refund will be issued taking into account any additional costs incurred through return shipping and applicable restocking fees which vary by supplier.

Refunds will be processed after the warehouse team has taken delivery,  inspected the returned item and confirmed the above parameters regarding condition of the item have been met.

Who pays for return shipping?

Return shipping is paid for by the customer.