Shipping & Delivery Policy

1. Standard Lightweight Parcel Delivery (Under 22kg)

Lightweight accessories, BBQ tools, hardware, samples, and homewares are dispatched via Australia Post or standard parcel courier with door-to-door tracking.

2. B2C (Residential) Direct-to-Door Tailgate Delivery

For heavy and bulky goods (Chimineas, BBQs, Timber Tables, Cast Iron Furniture, Stone Pots, Cladding, and Pavers) delivered to residential homes, farms, or residential studios:

• Hydraulic Tailgate Truck Offload: The delivery truck is equipped with a hydraulic tail-lift and manual pallet jack to lower your crated/palletized goods safely to your kerbside or hard, flat driveway.
• Pre-Delivery Notification: The carrier contacts you via SMS/phone prior to dispatch to schedule the delivery window.
• Site Access Requirements: Deliveries require a hard, level concrete or paved surface. Drivers cannot maneuver pallet jacks across gravel, grass, loose dirt, or steep grades.

3. B2B Commercial Freight (Forklift on Site Required)

The B2B Commercial freight tier applies strictly to commercial and industrial addresses:

• Zoned Commercial / Industrial Property: Commercial warehouses, retail locations, or industrial factories with standard operating hours (8:30 AM – 5:00 PM).
• On-Site Forklift: Receiver must possess an on-site forklift or loading dock to unload the pallet from the heavy rigid / semi-trailer.
• Note: Residential properties and home-based businesses are strictly classified as B2C Residential under Australian carrier rules and require Tailgate service.

4. Monolithic Heavy Stone Logistics (Granite Baths: 1.0T – 1.7+ Tonnes)

For monolithic stone baths and large architectural stone:

• Our Coordination: Venice Street Living coordinates dedicated heavy freight transport secured on hardwood pallets from our Gold Coast facility directly to your site.
• On-Site Crane / Hiab Unload: Because site access varies per property, the receiver is responsible for arranging a local crane, Hiab truck, or heavy machinery operator to lift the palletized stone from the truck and place it into position.
• We provide confirmed delivery windows to ensure your machine operator meets the delivery vehicle on-site.

5. Free Warehouse Yard Collection (Gold Coast)

You are welcome to collect your order directly from our Gold Coast facility with $0 freight charge:

• Showroom & Shop: 2457 Gold Coast Hwy, Mermaid Beach QLD 4218
• Warehouse Depot: 14 Enterprise St, Molendinar QLD 4214
• Forklift Loading: Free forklift loading available for trailers, utes, and flatbeds.

6. Order Processing & Packaging Standards

• Handling Time: In-stock orders are processed and packed within 24 to 48 hours.
• Packaging Standards: Heavy products are secured on industrial timber pallets (strapped and wrapped), custom flat-packed timber skids (Suar tables), or heavy-duty plywood crates with cut-out handles for safe handling.
• Transit Times: Regional and interstate freight transit generally takes 2–7 business days.
• Inquiries: Contact our dispatch desk at info@venicestreetliving.com.au or phone 0477 978 025.