Shipping & Delivery Policy

Shipping & Delivery Policy, purchasing premium Kitchen cabinets is a major step toward transforming your home, and ensuring they arrive in perfect condition is our absolute priority. At Elite Cabinetry, we have developed a comprehensive shipping and delivery policy designed specifically for the transport of large, heavy, and high-value kitchen components. Whether you are ordering a modular flat-pack set or fully assembled custom cabinets, this policy details our logistics processes, delivery rates, inspection requirements, and transit safeguards to guarantee a seamless journey from our Perth workshop straight to your doorstep.

1. Overview of Our Shipping and Delivery Philosophy

Cabinetry logistics is fundamentally different from standard parcel shipping. Kitchen components are inherently bulky, heavy, and susceptible to damage if handled incorrectly. A single kitchen order can range from several hundred kilograms to over a ton, consisting of delicate lacquered doors, glass inserts, solid wood face frames, and heavy engineered carcasses. Recognizing these complexities, Elite Cabinetry does not rely on standard courier networks for our primary deliveries. Instead, we utilize specialized furniture freighters and our own dedicated delivery fleet to ensure every panel, hinge, and cabinet box is handled with the utmost care.

To guarantee safe transit, all our products undergo rigorous packaging protocols. Flat-pack cabinets are encased in heavy-duty, double-walled corrugated cardboard with reinforced high-density foam corner protectors. Fully assembled cabinets are blanket-wrapped, strapped securely onto custom wooden pallets, and shrink-wrapped with industrial-grade moisture-resistant film. By investing heavily in packaging materials and utilizing specialized transport, we minimize the risk of transit damage, ensuring your renovation timeline stays on track.

2. Shipping Areas and Coverage

Based in Western Australia, Elite Cabinetry offers comprehensive shipping solutions tailored to different geographical regions. Our logistics framework is divided into three distinct zones to optimize delivery efficiency and cost-effectiveness.

Perth Metropolitan Area (Zone 1)

This zone covers the immediate Perth metro region, stretching from Joondalup in the north to Mandurah in the south, and inland to the Perth Hills. Deliveries within Zone 1 are primarily executed by our in-house transport team using specialized Elite Cabinetry delivery trucks. This allows us to offer flexible scheduling, precise delivery windows, and a highly personalized service where our drivers are intimately familiar with handling luxury cabinetry.

Regional Western Australia (Zone 2)

For customers located outside the Perth metro area, including the South West (Bunbury, Busselton, Margaret River), the Great Southern (Albany), the Goldfields (Kalgoorlie), and northern regions (Geraldton, Karratha, Broome, Port Hedland), we partner with regional freight specialists. These carriers are selected based on their proven track record of handling fragile, oversized cargo. Delivery times and rates in Zone 2 vary depending on accessibility and distance from our Perth distribution center.

Interstate Shipping (Zone 3)

Elite Cabinetry services homeowners, builders, and designers across Australia. Interstate shipments (covering Adelaide, Melbourne, Sydney, Brisbane, Hobart, and Darwin) are managed via leading national Less-Than-Truckload (LTL) freight carriers. All interstate orders are strictly palletized and crated to withstand long-distance rail or road transport. Customers in interstate locations must have adequate site access to accommodate large multi-axle freight trucks.

3. Order Processing, Manufacturing, and Lead Times

Understanding the timeline of your cabinet order is essential for coordinating tradespeople, appliances, and site preparation. Because our cabinetry is fabricated to meet high quality standards, delivery timelines are directly tied to manufacturing schedules.

The timeline begins the moment your design drawings are finalized, signed off, and the deposit payment is cleared. Our operational pipeline consists of three main phases:

1. Fabrication and Assembly Phase: This is where raw materials are precision-cut using advanced CNC machinery, edge-banded, finished (painted, veneered, or laminated), and prepared. For pre-assembled orders, cabinets are built, square-checked, and fitted with hardware in our controlled factory environment. This phase typically takes 4 to 8 weeks, depending on the complexity of the materials and finishes selected.
2. Quality Assurance and Packaging Phase: Once fabrication is complete, every component undergoes a strict quality control inspection. Panels are checked for surface defects, measurements are verified against shop drawings, and hardware functionality is tested. Components are then systematically packed, cataloged, and assigned unique QR codes for tracking. This phase takes 2 to 3 business days.
3. Logistics Scheduling Phase: Once your order is packed and marked "Ready for Dispatch," our logistics team will contact you to coordinate a delivery date. We do not dispatch any order without direct confirmation from the client that the site is ready to receive the goods.

Please note that lead times may extend during peak seasonal periods, such as the lead-up to the end-of-year holidays, or due to global supply chain fluctuations affecting hardware and specialized materials. We highly recommend booking your trades only after your cabinetry has been delivered and inspected on-site.

4. Delivery Methods and Tiered Rates

We offer several delivery methods designed to balance budget, convenience, and site requirements. Each option is tailored to the specific state of assembly of your kitchen cabinetry.

Flat Pack Delivery

Flat pack cabinetry is highly efficient to transport, allowing us to pack items flat on sturdy timber pallets. These pallets are delivered using tail-lift trucks. The driver will lower the pallet to the ground using a hydraulic liftgate and position it on a flat, concrete surface (such as a driveway or garage) using a pallet jack. Flat pack delivery is highly cost-effective and ideal for projects where you have labor on-site to move individual flat boxes into the property.

Pre-Assembled Cabinet Delivery

Pre-assembled cabinets are bulky and cannot be packed as tightly as flat packs. They require specialized furniture trucks equipped with tie-down rails, load-rated straps, and thick moving blankets. Delivery of pre-assembled units is priced higher due to the volumetric space they occupy in the transit vehicle. This service ensures your cabinets arrive fully constructed, structurally rigid, and ready to be secured to your kitchen walls.

Third-Party LTL Freight (Regional and Interstate)

For regional and interstate shipments, we utilize Less-Than-Truckload (LTL) freight. Your order is secured within custom-built wooden crates to prevent shifting during long-distance transport. LTL freight is curbside delivery only. The freight carrier is responsible for bringing the cargo to the curb or driveway of the delivery address. They are not authorized or insured to bring items inside the home, up staircases, or into backyards.

Local Showroom and Warehouse Pickup

For customers who prefer to manage their own transport, we offer a free pickup option from our Perth warehouse. If you choose this method, please observe the following guidelines:

• Vehicle Suitability: Cabinetry is heavy and oversized. Standard passenger cars, station wagons, or small SUVs are not suitable for transporting cabinets. You must arrive with a commercial van, a utility vehicle (ute) with heavy-duty tie-down straps, or an enclosed truck. We reserve the right to refuse loading if we deem the transport vehicle unsafe or inadequate to carry the load.
• Loading Responsibility: While our warehouse staff will assist in bringing the pallets to your vehicle using a forklift, securing the load is solely the driver's responsibility. Elite Cabinetry is not liable for any damage that occurs to the products, vehicle, or third parties once the goods leave our loading dock.
• Scheduling: Warehouse pickups must be booked at least 48 hours in advance to ensure our team has pre-sorted and palletized your order.

5. The Delivery Process: What to Expect on Delivery Day

To ensure a smooth, stress-free delivery, it is important to understand the sequence of events on delivery day and prepare your property accordingly.

Pre-Delivery Communication

Approximately 48 hours before your scheduled delivery, our logistics team will send an SMS or email confirming your delivery date and providing a 3-hour time window. On the morning of the delivery, our driver will place a courtesy call or send a text message roughly 30 to 60 minutes before arriving at your property. This allows you to make final adjustments to site access.

Curbside vs. Inside Delivery

Our standard delivery service is classified as "Curbside Delivery." The delivery driver will park their vehicle in a safe, legal zone closest to your property boundary. They will unload the cabinetry to the ground level, placing it on your driveway, front porch, or inside a ground-floor garage, provided there is a flat, unobstructed concrete pathway from the truck to that location.

If you require "Inside Delivery" or "White Glove Delivery"—where cabinets are carried directly into specific rooms, up staircases, or into multi-story apartments—this must be requested and quoted during the ordering phase. This premium service requires additional personnel to ensure workplace health and safety compliance, as well as specialized equipment to prevent damage to your home’s walls, door frames, and flooring.

Site Readiness and Access Requirements

It is the customer's responsibility to ensure the delivery site is accessible and safe. Please verify the following before the delivery truck arrives:

• Clear Access Path: Remove any cars, building materials, waste skips, or tools from driveways and pathways. The pathway must be free of mud, loose gravel, steep slopes, or unstable scaffolding.
• Clearances: Ensure doorways, hallways, and stairwells have sufficient width and height to accommodate the largest cabinet boxes. Standard pre-assembled pantry units, for example, can exceed 2.2 meters in height and require wide turning radii.
• Safety Hazards: Unrestrained pets and children must be kept clear of the delivery area during the unloading process. Our delivery personnel reserve the right to abort a delivery if they feel the site is unsafe, hazardous, or inaccessible. In such cases, a redelivery fee will apply.

6. Receipt of Goods and Inspection Protocol

Due to the valuable and fragile nature of kitchen cabinetry, we enforce a strict inspection protocol upon delivery. This protocol protects both you and Elite Cabinetry, ensuring any issues are identified immediately and resolved before installation begins.

The Golden Rule of Delivery: Inspect Before You Sign

When the delivery team arrives, they will present a Consignment Note, Delivery Docket, or electronic proof of delivery device. Before signing this document, you must perform a visual inspection of the shipment. You are signing to confirm that you have received the correct number of items and that they have arrived free of visible external damage.

Please follow these steps systematically:

1. Count the Colli (Packages): Verify the total number of boxes, pallets, or wrapped items against the delivery docket. If there is a discrepancy (e.g., the docket says 24 items, but you only count 23), write "Shortage - 1 item missing" directly on the delivery slip before signing.
2. Inspect the Packaging: Look for any signs of rough handling. Look for torn cardboard, crushed corners, punctured shrink-wrap, or broken wooden pallets. If you spot any external damage, take clear, high-resolution photographs immediately.
3. Note Damage on the Docket: If you observe damaged packaging, you do not need to refuse the entire delivery. Instead, accept the delivery but clearly write "DAMAGED" along with a brief description (e.g., "Box 4 crushed corner") on the driver's paperwork or electronic signature pad. This is a critical legal requirement for claiming transit insurance.

The 48-Hour Concealed Damage Window

In many cases, packaging may appear perfectly intact, but a component inside could have sustained damage due to internal shifting. We provide a 48-hour grace period from the exact time of delivery to report any concealed damage or internal discrepancies (such as missing hardware, incorrect color finishes, or misaligned panels).

To report concealed damage, you must email our support team at sales@elitecabinetry.com.au within this 48-hour window. Your email must include your order number, a detailed description of the issue, and clear photographs showing the damaged part, the carton label with the QR/bar code, and the packaging it arrived in. Once this 48-hour window closes, transit insurance coverage lapses, and any replacement parts or repair work will be charged at standard retail rates.

Our commitment to your kitchen project extends beyond delivery. If something goes wrong during transit, we are dedicated to resolving the issue swiftly and transparently.

Handling Valid Transit Damage Claims

If a cabinet panel, door, or hardware component is confirmed to have been damaged during transit (and was noted on the delivery docket or reported within the 48-hour concealed damage window), Elite Cabinetry will fast-track the fabrication of replacement parts. These replacement items will be manufactured and dispatched as a matter of absolute priority, at no additional cost to you. We do not require the return of the damaged item unless specifically requested; however, we ask that you retain the damaged item and its packaging until your claim is officially approved and settled.

Missing Parts or Hardware

Despite our stringent packing checks, occasionally a small item like a handle, soft-close hinge, or shelf support pin may be missed. If you discover any missing items upon unboxing, notify us immediately. We will ship the missing components via express post or arrange for a local courier to drop them off at your site within 24 to 48 hours, free of charge.

Change of Mind and Return Eligibility

Because kitchen cabinets represent highly customized interior furnishings, our return policy differs from standard consumer goods:

• Custom Cabinetry: Any cabinetry that has been custom-sized, painted to order (custom polyurethane or lacquer colors), or fabricated to non-standard specifications cannot be returned or exchanged for a change of mind. Once fabrication begins, these items are highly unique to your home and cannot be resold.
• Standard Modular Cabinetry: Unopened, standard modular flat-pack cabinets in their original, undamaged packaging may be returned within 14 days of delivery. All change-of-mind returns on modular items are subject to a 25% restocking fee to cover administrative, quality assurance, and handling costs. The customer is responsible for arranging and paying for return freight to our Perth warehouse. Items that have been partially or fully assembled, or show signs of installation, are strictly ineligible for return.

8. Storage and Delayed Delivery Requests

Home renovation projects are fluid, and it is common for construction timelines to shift due to delays with plumbers, electricians, plasterers, or flooring installers. If your project falls behind and you are unable to receive your cabinetry on the scheduled delivery date, Elite Cabinetry offers flexible storage solutions.

Upon completion of manufacturing, we provide up to 10 business days of complimentary storage in our secure, climate-controlled Perth warehouse. This gives you a buffer to align your site progress with our delivery window.

If you require storage beyond the initial 10 business days, the following terms and fees will apply:

• Storage Fees: A flat storage fee of $50 AUD per pallet, per week (or part thereof) will be billed to your account. This fee must be paid in full before the order is released for delivery.
• Maximum Storage Limit: We can store your cabinetry for a maximum of 60 calendar days. If an order remains unclaimed after 60 days, and no alternative arrangements have been made in writing, Elite Cabinetry reserves the right to charge ongoing storage fees or, in extreme cases, liquidate the items to recover warehousing costs, with no refund of deposit.
• Liability During Extended Storage: While your goods are in our care, they are fully insured against fire, theft, and water damage. However, please be aware that leaving cabinetry in storage for extended periods in variable climates can affect wood moisture levels, and we recommend completing installation as soon as possible after delivery.

9. Customer Responsibilities and Liabilities

A successful delivery requires mutual cooperation. To ensure clear expectations, please review the following situations where customer liability or additional fees may arise:

Redelivery Fees

If our delivery team arrives at your property within the confirmed delivery window and is unable to complete the delivery because no one is present, site access is blocked, or the site is deemed unsafe, the driver will return the shipment to our warehouse. In this scenario, you will be charged a redelivery fee equivalent to the original shipping cost or a flat rate of $150 AUD (whichever is greater) to cover the cost of the aborted trip and subsequent rescheduling.

Address and Contact Information Errors

It is critical to verify that the delivery address and contact phone numbers provided on your order confirmation are 100% accurate. Any changes to the delivery address must be requested in writing at least 5 business days prior to the scheduled dispatch. If an order is dispatched to an incorrect address due to a customer typo, the customer is liable for all recovery and diversion freight costs incurred.

Uninstallation and Installation Costs

Elite Cabinetry’s liability is strictly limited to the repair or replacement of defective or transit-damaged components. We are not responsible for any secondary costs associated with delivery delays or product defects. This includes, but is not limited to, the cost of hiring or rescheduling tradespeople, carpenters, painters, plumbers, or any loss of income or rent caused by a delayed kitchen hand-over. We strongly urge you not to schedule final trade work until your cabinetry is delivered, unboxed, and verified as complete and correct.

10. Elite Cabinetry Support and Contact Information

At Elite Cabinetry, we understand that building a kitchen is a significant emotional and financial investment. Our shipping and delivery policy is structured to be transparent, fair, and protective of your investment. From our state-of-the-art packaging methods to our dedicated delivery professionals, we make every effort to deliver your dream kitchen in flawless condition.

Should you have any questions, require a specialized freight quote for a remote location, or need to discuss a delay in your construction project, our customer service team is here to assist you. Please feel free to reach out to us using any of the channels listed below:

Elite Cabinetry
Address: 7 Castlemore Mews, Ballajura WA 6066, Australia
Hotline: 0061416988655
Phone: 0061416988655
Email: sales@elitecabinetry.com.au