Shipping
DELIVERY FEES
Our delivery fees are variable and depend on multiple factors including but not limited to the size, weight, and type of products you order, as well as the shipping destination being Metro, Regional or Remote.
During the checkout process, we will clearly display the delivery fee for your specific order, so you'll know the total price upfront.
If you need to make any changes to the delivery address after placing your order, there may be additional charges.
Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor. If delivery of an order results in unacceptably high freight charges to Urban Road Pty Ltd, we reserve the right to contact you after your order is placed to request additional delivery fees or to cancel your order prior to dispatch. If we cancel your order in these circumstances, we will issue a full refund to you.
Some exclusions may apply to semi-remote and remote areas, contact us for details if this applies to you.
CHANGES TO DELIVERY ADDRESS
Changes made by you to the delivery address after placing an order may incur additional charges. Once an order is dispatched and in transit changes to delivery or redirection cannot be made.
DISPATCH TIME
When you're checking out a product, you'll find an estimated dispatch time frame listed for that specific item.
Generally, if you place an order for an "in stock" decor item before 11:59pm on any business day, we'll process it within 1-3 business days from the appropriate warehouse, unless otherwise specified.
If you place an order with us on a Friday or over the weekend, it will be processed for dispatch on the following Monday. However, please keep in mind that there will be cases where the estimated dispatch time frame is longer, especially for items that are made to order and the volume of products ordered.
Occasionally, unforeseen circumstances beyond our control may cause the estimated dispatch time frame to exceed our usual delivery window. But rest assured, we're dedicated to processing all orders as quickly as possible. We'll be sure to notify you when your item has been dispatched or if we expect any delays.
Please note that when we refer to "business days" in these terms, it means a regular business day in the specific state or territory from where the order will be dispatched, unless stated otherwise in these terms.
DELIVERY METHODS & LOCATIONS
To ensure nationwide delivery of our products, we collaborate with various third-party delivery providers. Your order will be sent to the delivery address you provided during the checkout process. If any updates need to be made to the address, our Customer Service team can assist you before the order is dispatched, post dispatch no changes may be made.
Please note that we are unable to deliver to PO boxes or Parcel Lockers due to their limited capacity for accommodating most of the products we offer. For most of our products, a signature will be required upon delivery.
If our delivery provider is unable to deliver the package directly, they may leave a card at the address. In such cases, you can either pick up the delivery from an Australia Post outlet or get in touch with the delivery contractor to arrange for a re-delivery. There may be a fee incurred by the delivery contractor to re-deliver.
There are certain locations that we may refuse to deliver to, either due to a high risk of loss or damage, or because they are inaccessible to standard courier and delivery services. If this happens, you have the option to arrange your own courier for delivery. In such cases, the title and risk of the products will transfer to you when we hand them over to your courier, and you will be responsible for insuring the order against any loss or damage during delivery.
Please be aware that in some instances, we can only deliver products within metropolitan areas. This information will be clearly stated on the product listing on our website.
Exclusions apply to semi-remote and remote areas, contact us for details if this applies to you.
DELIVERY FAILURE
Before you finalise your order, please take a moment to double-check all your information, particularly your delivery address. Ensuring its accuracy is crucial. In the event that you provide an incorrect delivery address, kindly note that you will be responsible for any additional shipping charges required for the successful delivery of your order.
If, due to your own error or fault, our delivery provider is unable to deliver your order after 21 days or 2 delivery attempts (whichever occurs sooner), we retain the right to cancel your order. In such circumstances, we will issue a refund for the amount you paid for the order, excluding the delivery fees and reasonable handling fees that account for our incurred loss.
EXTRA SHIPPING INFORMATION
We ship from multiple warehouses across Australia using the following carriers: Australia Post, Allied Express, StarTrack, Toll, Aramex, TNT, Couriers Please
LARGE FURNITURE ITEMS
Our larger furniture items are shipped with specialised freight services for save arrival. Please allow additional delivery days for this as the courier will contact you directly to arrange delivery.
If you are purchasing multiple items please contact us for a shipping quote at info@urbanroad.com.au as we can often get better rates for bulk or pallet load orders.
If you have any questions at all regarding your order please don't hesitate to get in touch via email info@urbanroad.com.au.
WHOLESALE CUSTOMERS
Pallet Shipping Service
For larger orders please contact your account manager to obtain a quote to palletise your order to be shipped. Please note you will require a pallet jack or forklift to offload at the receiving end, alternatively we can quote on this to be included.
INTERNATIONAL ORDERS
New Zealand:
Posters: All options of Framed and unframed Poster Prints are available to New Zealand customers.
Premium Art: All options of Canvas prints and Framed prints are available to New Zealand customers.
Please allow up to 14 business days for production and shipping to NZ.
Shipping rates are calculated at checkout, we cannot ship to P.O. boxes.
Homewares, décor and furniture products are NOT currently available for NZ shipping.
USA, UK & Europe:
Premium Art: Currently only our canvas options are available to USA, UK and select European countries. Rolled, Stretched and Framed canvas are printed and dispatched locally from within the USA and UK.
Please allow 7 days for production and an additional 3-5 days for shipping.
Shipping rates are calculated at checkout, we cannot ship to P.O. boxes.
Posters, homewares, décor and furniture products are NOT currently available for international shipping.
All other Countries:
International shipping is currently not available to countries not listed above.
Excluded European countries include: Liechtenstein,Turkey
HOW TO TRACK YOUR ORDER
Good news! We will keep you updated when your order has been dispatched, you can track your order through the following ways:
1. The shipping confirmation email we send you with your tracking info + carrier information.
2. Your Orders section of your Urban Road account - you can log in to your account here.