We strive to make your shopping experience smooth and worry-free. Below you’ll find clear information about how we deliver your order, handle returns and refunds, process cancellations, honor warranties, and provide assembly services. Our goal is to set clear expectations while keeping a friendly, customer-focused approach.
Last updated: 11 March 2025
Shipping Information
Dispatch & Delivery Timeframes
We offer Australia-wide shipping for our office furniture. Orders are typically dispatched within a few business days after payment confirmation. For in-stock items delivered to metropolitan areas, the estimated delivery timeframe is usually 3–7 business days, and generally no more than 15 business days. Regional or remote deliveries may take a bit longer depending on your location and the distance from our nearest warehouse. If you have an urgent need or a specific deadline, please let us know – we’ll do our best to accommodate special delivery requests.
Delivery Charges
Shipping costs are calculated at checkout based on your delivery address and the size/weight of the items in your order.
Simply add your desired products to the cart and use the shipping calculator with your postcode to see the delivery charge. We strive to keep delivery fees fair and competitive. In some cases, large orders or promotions may qualify for discounted or free shipping (such as bulk orders to metropolitan areas), which will be reflected during checkout. If your delivery address is outside our standard service areas or you have a very large order, feel free to contact us for a custom shipping quote.
Please note, we do not deliver to PO Boxes, as furniture items are generally too large for postal boxes.
Delivery Conditions
Our standard delivery service is to the ground-floor entrance or loading dock of your home or building, during normal business hours (Monday to Friday). This means the driver will bring the item to your front door or building reception. If you require delivery to a specific room, upstairs, or have any access restrictions (for example, no elevator, security clearance required, or limited access times), please inform us in advance. Additional charges may apply for special delivery arrangements or extra manpower. We can often accommodate these requests (e.g. delivering to an upper floor) if arrangements are made beforehand and the building has suitable access (such as a lift).
Please make sure someone is available to receive the delivery on the scheduled day. Larger furniture orders are usually not left unattended for safety reasons. If no one is present at the agreed time or if we’re unable to complete the delivery due to access issues, a futile delivery fee (re-delivery charge) may apply to cover the costs of the additional trip. Similarly, if an incorrect address is provided and the shipment is returned or needs rerouting, any re-delivery or storage fees incurred will be passed on to the customer. To avoid this, double-check your delivery details when ordering and let us know ASAP if you need to make a change. We are not able to redirect shipments once they have left our warehouse, so any address changes after dispatch may result in extra charges.
We do our best to deliver all items in your order together. However, if you purchased multiple products, they might ship from different warehouses and arrive in separate deliveries. You will receive tracking information for each shipment so you can keep track of all packages. Rest assured, split deliveries do not affect your shipping cost – it’s simply a logistical step to get your items to you as efficiently as possible.
Remote & Restricted Areas
We aim to reach as many locations as possible, but there are a few limitations to note. Some very remote or hard-to-access areas might not be serviceable by our regular couriers – in these cases we will contact you to discuss alternative arrangements or extra freight charges before processing your order. Additionally, certain oversized or heavy products may have restricted shipping availability to some regions (for example, some items may only be available in metropolitan areas due to freight constraints). Any such limitations will typically be noted on the product page, but if not, we will inform you promptly if an issue arises and work with you on a solution – such as offering a similar product that can be delivered to your area.
All items are delivered flat-packed and boxed for safe transport, unless stated otherwise on the product page or arranged prior to dispatch. Flat-pack delivery helps protect the furniture and makes handling easier during transit. In some cases (for example, certain steel cabinets or pre-assembled chairs), products might ship fully assembled, but this is an exception and will be clearly indicated if so. Please also note that due to the size and weight of some shipments, your order could arrive on a wooden pallet or crate for stability. If delivery is made on a pallet or crate, the delivery driver will unload it to your location, but removal and disposal of the pallet/crate is the customer’s responsibility. (Most pallets can be kept for reuse or easily broken down for disposal/recycling.)
Finally, while we strive to meet promised delivery times, occasionally delays can occur due to factors beyond our control (such as courier delays, weather, or stock transfers). We will keep you informed if there are any unusual delays. However, we cannot accept liability for delivery delays once the item is in transit. If you have any concerns about your delivery, please reach out and we will assist in tracking the shipment and providing updates.
Returns & Refunds
We want you to be completely happy with your purchase. If something isn’t right, we’re here to help resolve the issue as quickly as possible. Below are our guidelines on returns and refunds:
Damaged, Defective or Incorrect Items
In the unlikely event your order arrives damaged, defective, or we sent the wrong item, we will make it right. Please contact us as soon as possible (within 48 hours of receiving the delivery) to report the issue. You can reach out via phone or email with your order number and details of the problem. We may ask for some photos or a short video of the damage/defect – this helps us assess the situation and speed up the remedy. Please do not assemble or use any item that arrived damaged or incorrect, as doing so might affect our ability to process a return or replacement.
Once you report the problem, our team will work with you on a solution. In most cases, we will arrange for a replacement part or a new item to be sent out to you at no charge, or we will offer a full replacement of the product if needed. If a replacement isn’t possible (for instance, the item is out of stock), we will discuss alternative resolutions, which could include a similar product or a refund. We may also arrange to collect the damaged/incorrect item from you. Any return shipping or pickup in such cases will be at our expense, of course. Our goal is to fix the issue with as little inconvenience to you as possible.
For missing parts or missing items in your order, please also notify us within a few days of delivery. We’ll send out any missing pieces or correct any mistakes promptly. If only a part of a product is faulty (say a desktop arrived with a scratch or a chair has a defective wheel), often we can send just that replacement part rather than the entire product – this is faster and more convenient for you. We will let you know based on the situation. In all cases of damage, defect or error on our part, you will not incur any fees for return or replacement; we will sort it out at our cost.
Note: We may require the damaged or incorrect item to be returned or held for inspection. If so, we’ll coordinate the pickup and packaging with you. Please retain all packaging materials for the item until the issue is resolved, if possible. This helps ensure the item can be safely transported back if a return is needed. If the item is small or a part, we might simply ask you to dispose of it after we’ve sent a replacement. We’ll provide clear instructions in each case.
Change of Mind Returns
If you’ve changed your mind about a purchase, we understand and will accept returns on eligible items under the following conditions. Please note that because office furniture items are often bulky and made-to-order, our change-of-mind policy has some restrictions.
Eligibility for Change-of-Mind Return: We can accept a return for change of mind within 45 days of you receiving the goods, provided that:
- The item is in brand new, unused condition, with no signs of assembly or use.
- The item is still in its original packaging (the box, foam, plastic wrap, etc., intact) and can be repacked safely. (Please hold onto the packaging until you are sure you’re keeping the product. We know the boxes can be large, but it’s necessary for a return.)
- The product is not a custom-made or specially ordered item (we cannot accept change-of-mind returns on made-to-order or custom products).
- You contact us to arrange the return and we have authorized the item for return. Returns must be approved and accompanied by our return instructions.
If all the above conditions are met, we will issue a refund for the item upon receiving it back in acceptable condition. However, because there are costs involved in processing returns, a restocking fee of 25% of the product’s price will be deducted from your refund. This fee helps cover handling, inspection, and reintegration of the item into stock. Additionally, the original delivery shipping cost will not be refunded. If your order had free shipping or a discounted shipping rate, we will deduct the actual shipping cost we incurred to send the item to you from the refund. The customer is also responsible for the return freight to send the item back to us (we can help coordinate the return shipment and quote you a return freight cost, which would be deducted from your refund, or you may arrange your own shipping). Essentially, change-of-mind returns are done at the customer’s expense for shipping. We recommend using our arranged carriers to ensure the item arrives back safely and is insured.
Once we receive the returned product and confirm it meets the above conditions (unused, undamaged, in original packaging), we will process your refund promptly. Refunds are made to the same payment method you used for purchase (credit card, etc.) for security reasons. Please note that it can take a few business days for the refund to appear in your account after we process it.
We know that sometimes a furniture purchase doesn’t work out – maybe the color or size isn’t quite right – and we want to be flexible. But because returned furniture cannot be resold as new once opened, these conditions and fees ensure we can continue to offer change-of-mind returns in a sustainable way. If you have any questions about whether your item qualifies for a return, or you’re unsure about something you’ve ordered, just ask us. We might be able to help you make it work or find an alternative solution.
How to Initiate a Return: For any return or issue (whether it’s a damage claim or a change-of-mind return), please contact our Customer Service team by email or phone before sending the item back. We will provide you with a Return Authorization and instructions on how and where to send your item. This helps us track your return and process your refund or replacement faster. Items returned without authorization may not be accepted at our warehouse, so a quick call or email is always the best first step. When you reach out, please have your order number handy and, if applicable, photos of any issues. Our friendly team will guide you through the process to make it as easy as possible.
Order Cancellations
We understand that sometimes circumstances change and you may need to cancel an order. Our cancellation policy is as follows:
- If you wish to cancel your order, please contact us immediately (ideally within 24 hours of placing the order). We’ll check the status of your order and do our best to accommodate the request.
- If your order has not yet been dispatched and is not a custom-made item, we may be able to cancel it for you. However, please be aware that in many cases a cancellation will incur a processing/restocking fee (usually around 25% of the order value). This fee covers costs we incur for order processing, allocating stock, and restocking items.
- If your order has already been shipped out, or is already in the process of being prepared for shipment, we might not be able to cancel it in time. Shipped orders that are no longer wanted would fall under our Returns policy (see Change-of-Mind Returns above) and would be treated as a return rather than a cancellation.
- Orders for custom-made or made-to-order products cannot be canceled once production has begun. Unfortunately, because those items are made specifically to your requirements, we are unable to cancel or alter them mid-production, and they would also not be eligible for change-of-mind return. Please double-check all details of custom orders before confirming.
- Any cancellation that is approved will be confirmed by our team, and we will process the refund (minus any applicable fees) back to your original payment method. Please allow a few days for the refund to clear on your account.
In rare cases, we may need to cancel an order on our end. This could be due to factors like the item suddenly becoming unavailable or a pricing error. If we ever have to cancel your order, we will notify you as soon as possible and provide a full refund. We reserve the right to cancel any order for any reason at any time, though such situations are uncommon.
Warranty & Product Guarantees
All of our products come with manufacturer-backed warranties to ensure you receive a quality product that lasts. We are committed to standing behind the furniture we sell, and we will assist you with any warranty claims or issues that arise with your items.
Warranty Coverage: Each product’s warranty coverage may vary (often ranging from 1 year to 10 years or more, depending on the item and manufacturer). The specific warranty period for your product is typically listed on the product page or in the product description. This warranty covers any manufacturing defects or faults in materials and workmanship that affect the normal use of the product. For example, if a chair has a structural failure or a desk panel has a manufacturing flaw within the warranty period, that would be covered. Cosmetic wear and tear from normal use, or damage caused by misuse, however, are not covered. We will not be able to offer a refund or replacement for problems that arise from misuse, improper assembly, or fair wear-and-tear over time.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. This means you are entitled to a replacement or refund for a major failure of the product, and to compensation for any other reasonably foreseeable loss or damage caused by that failure. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure. The rights and remedies under the manufacturer’s warranty are in addition to your rights under consumer law.
Warranty Claims: If you experience an issue with your furniture that you believe is covered under warranty, please reach out to us. The easiest way is to email or call our Customer Service team with your original order information, a description of the issue, and any relevant photos. We will assess the situation and guide you through the next steps. In many cases, warranty service may involve sending a replacement part or a replacement unit to you at our cost, or performing a repair if appropriate. We work closely with the manufacturers and suppliers of our products, so we will coordinate the warranty process on your behalf. This might include sourcing a new part, arranging a technician to fix the issue, or in some cases replacing the item entirely. We’ll discuss the options with you and keep you updated throughout.
During the warranty resolution process, we may ask for additional information, and in some cases, the manufacturer might require an inspection. We might request that you hold onto the item (or the broken parts) until the claim is resolved. If the item needs to be returned or inspected, we will let you know how that will be handled (often, sending photos and sometimes a video call can suffice to verify the issue). Any expenses for returning an item under a warranty claim will be our responsibility if the claim is approved – we don’t want you to pay shipping for a defect in the product. Our aim is to resolve valid warranty issues as quickly and conveniently as possible so you can continue to enjoy your furniture.
It’s important to us that you feel confident in the quality of our products. Office furniture is an investment, and our warranty support is here to protect that investment. If you have any questions about the warranty on a particular item, or need help with a claim, just let us know and we’ll be happy to assist.
Assembly & Installation Services
We know that assembling furniture can sometimes be a daunting task, especially for larger items or office setups. To help with this, we offer assembly and installation services for many of our products, giving you the option to have your furniture professionally assembled and installed on-site.
Flat-Pack Furniture & Self-Assembly
Many of our products are delivered flat-packed, which means they will require some assembly. Flat-pack packaging ensures items arrive safely and allows us to ship products more efficiently. Don’t worry – assembly instructions and all the necessary hardware are provided with the product. Most office furniture is designed for straightforward assembly, and you can typically assemble items with basic tools (often included or commonly found like an Allen key or screwdriver). We recommend assembling the furniture on a soft surface (like a drop cloth or carpet) to avoid scratches, and having a friend help for larger items like big desks or cabinets.
If you ever run into any difficulties during assembly, you can always reach out to us for guidance. We may be able to provide tips over the phone or supply an electronic copy of the instruction manual if you need it. Additionally, some of our product pages feature assembly videos or links to detailed instructions to make the process easier.
Professional Assembly & Installation Service
For customers in most metropolitan areas, we offer an assembly service for an additional fee. With this service, our trained installation team will deliver and assemble your furniture at your location, then remove all packaging materials for recycling – so you can start using your new furniture immediately, without any hassle.
Assembly service can be especially helpful for larger office setups, conference tables, cubicle systems, or if you simply prefer to have an expert take care of it.
Here’s how our assembly/installation service works:
- Availability: Currently, assembly service is available in metro areas (e.g., around major cities). If you are located outside a service area, let us know – we may be able to arrange special installation services at additional cost or advise on local fitters.
- How to Book: You can request assembly service at the time of purchase. There may be an option at checkout to add assembly for eligible items. If not, you can call or email us right after placing your order to inquire about adding assembly. We will provide a quote for the assembly fee (which depends on the number and type of items, and the complexity of assembly). Payment for the assembly service would be arranged before the service is confirmed.
- Scheduling: Once your order is ready for delivery, we will schedule a convenient time with you for our assembly team to come out. Typically, assembly is done on the same day as delivery or the following day. Our team will coordinate a date and time that works for you.
- On-site Assembly: On the scheduled day, our professional installers will assemble the furniture in the desired location in your office or home. They will ensure everything is put together correctly, safely, and according to the manufacturer’s specifications. After assembly, they will also take away the cardboard, plastic, and other packaging materials, leaving your space clean and your furniture ready to use.
- Special Requirements: If your building has any special requirements (for example, a service elevator booking, limited delivery hours, or security sign-in for contractors), please let us know when scheduling. We can accommodate most situations, but knowing in advance helps us come prepared. If an installation involves unusual challenges (e.g., carrying very large items up multiple flights of stairs because no elevator is available), additional fees may apply to ensure we have extra personnel or equipment for safety. We will discuss any such fees with you beforehand. Our goal is to complete the delivery and assembly in one smooth visit.
By using our assembly service, you can save time and ensure that your furniture is set up correctly. However, the service is completely optional – you are welcome to self-assemble if you prefer. Many of our customers successfully assemble their furniture and we’re here to support you either way.
Thank you for choosing OFFO for your office furniture needs!
We hope this Shipping & Returns page has answered all your questions about our policies. If you need further clarification on any of the points above or have any other questions, please don’t hesitate to reach out to our customer support. We are always here to help and want to make sure you feel confident and informed when shopping with us. Happy furnishing!
Contact Us
For any questions or concerns regarding shipping and returns, you may contact us using the following details:
OFFO (Office Furniture Factory Outlet)
Email: [email protected]
Web: offo.au/contact