Shipping policy

1. Order Processing & Dispatch

Orders begin processing once full payment has been received and cleared.

Warehouse Stock Items

Items stocked at our warehouse are typically ready for dispatch or collection within 1–5 business days.

Supplier Stock Items

Items sourced from local suppliers generally require 3–7 business days prior to dispatch, depending on supplier availability and transfer time.

Bulky Freight Orders

Large items such as vanities, baths, toilets and shower screens require freight coordination. Dispatch for bulky freight orders typically takes 3–10 business days, with delivery scheduled separately.

Busy & Holiday Periods

During peak trading periods, promotional events, public holidays, or unforeseen freight disruptions, processing and dispatch times may extend beyond the above estimates.

We appreciate your patience during these periods.

Incoming / Backorder Items

If an item is on incoming stock or container shipment, dispatch will occur once stock arrives at our warehouse. Estimated arrival dates are provided as a guide only and may be subject to delays outside our control.

Orders are not processed on weekends or public holidays.

If you require urgent dispatch, you must contact us prior to placing your order to confirm availability.

2. General Delivery Conditions

Freight charges are calculated at checkout.

All deliveries are:

Ground floor only
Kerbside or driveway drop-off
Not delivered inside the property
Not carried upstairs

No exceptions.

It is the customer’s responsibility to:

Ensure safe and clear access
Provide sufficient assistance for heavy items
Inspect goods immediately upon delivery

If no one is available at the delivery address, a re-delivery fee will apply.

Risk in goods passes to the customer upon delivery.

3. Sydney Metro Deliveries

Sydney metro deliveries are completed via:

Acqua Bathrooms driver; or
Approved third-party freight providers

Delivery windows are generally between 9:00am – 5:00pm. Specific time requests cannot be guaranteed.

Bulky deliveries may require advance booking coordination.

4. Rural NSW & Interstate Deliveries

Bulky items are typically shipped on a pallet to:

A residential address
A commercial address
A local freight depot

Customers are responsible for:

Assisting with pallet unloading
Providing suitable equipment if required
Ensuring safe and clear site access

Drivers will not remove items from pallets or carry goods inside properties.

Tracking details will be emailed once dispatched.

After dispatch, delivery amendments must be arranged directly with the courier.

5. Delivery Damage & Claims

Goods must be inspected immediately upon delivery.

Any damage, shortages, or discrepancies must be reported within 3 days via our Help Centre:

https://www.acquabathrooms.com.au/pages/help-centre

Failure to report within this timeframe may result in the claim being declined.

6. Pick Up

Pick up is available from:

8 Parramatta Road
Clyde NSW 2142

Pick up hours:
Monday – Saturday
10:00am – 4:00pm

All pick ups must be pre-arranged. Customers must wait for confirmation that the order is ready before attending.

Goods must be inspected at the time of collection.

Once goods leave our premises, responsibility transfers to the customer.

7. Stock Availability

We stock a large portion of our online range; however, some items are sourced from suppliers after an order is placed.

If we are unable to fulfil all or part of your order, we will:

Attempt to source the goods; or
Offer a comparable alternative (subject to your approval); or
Provide a full or partial refund

Customers will be contacted if stock issues arise.

8. Payment Requirement

Full payment is required before goods are dispatched or collected.

For security purposes, the name on the credit card must match the name on the order.

9. Policy Updates

Acqua Bathrooms reserves the right to update this policy at any time.