Shipping Policy

All delivery costs are quoted based on ground floor accessible endpoints unless otherwise stated.

All deliveries take place during normal business hours of Monday to Saturday 7am to 9pm.

It is the buyer's responsibility to ensure the delivery address is correct at the time of dispatch. Charges may apply if our delivery team is unable to make your delivery due to an incorrect address.

TranquilDreams uses external freight providers for the majority of deliveries in out-of-area places such as anywhere other than Sydney Metro. We cannot guarantee a specific delivery date or time and take no responsibility for any delivery delays due to our courier’s schedule and availability.

The shipping rate estimated in the cart is an estimate only and may be subject to change once checked by our fulfillment team. We reserve the right to cancel an order if the freight charged at checkout is incorrectly calculated due to unforeseen errors or bugs.

Free Shipping Promotions

We may offer Free Shipping promo codes during a sale or promotion. This will either be by promo codes or automatically processed at checkout. Free Shipping promo codes are applicable when you spend $499 or more. Metro Free Shipping applies to orders over $499 with the code available at the time of order.

Deliveries

It is your responsibility:

• To ensure the goods purchased will fit into the nominated property; this includes but is not limited to property access, stairs, doorways, etc.
• Any balcony lifts must be advised at the point of sale as this will incur an additional charge.
• To be present at the agreed time of delivery and allow access to the driver.
• On delivery, to check the condition of packaging, correct number of packages, and examine the goods before signing the delivery docket.
• To ensure the order has been paid in full prior to delivery being arranged, deliveries will not be arranged for unpaid orders.
• Assembly and mattress removal are not part of the standard delivery service and extra charges will apply.

Delivery will take place at the address specified by you when placing your order. If the delivery driver is unable to obtain access at the allocated time on the agreed day, you will be charged by the contract carrier for any subsequent delivery.

Any damage at the time of delivery must be reported to us within 48 hours of delivery. In the event of any unforeseen circumstances on the delivery date and time (including but not limited to vehicle breakdown, traffic accident, or severe weather), our team will contact you immediately to make alternative arrangements.

Warehouse Pick-up

Customers can collect their purchases directly from our warehouse on an appointment basis. This is subject to stock availability.

Please ensure you bring your photo identification, proof of purchase, and adequate transport for your goods. We reserve the right to hold goods until such time as adequate photographic identification can be provided.