Shipping

For In-Stock Items;

VIC delivery - within 4 - 10 business days
NSW, ACT, QLD, WA, TAS, SA, NT - within 7 - 21 days

The time for order delivery is divided into two parts:

• Processing time: Order verification, tailoring, quality, check and packaging.

• Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination.

Warehouse / Store Pickup

Free pickup is available during store hours on Monday - Wednesday - Friday from our warehouse:

2A/100 Olympia Street Tottenham VIC 3012.

Please call 0423 554 732 or email sales@troya.com.au for the pickup appointment.

How/When will my order ship?

VIC delivery - within 4 - 10 business days
NSW, ACT, QLD, WA, TAS, SA, NT - within 7 - 21 days

We will process and ship most in-stock items from our facility within 2-5 business days of the order. The size and type of order determine whether it will be shipped palletised or via small parcel.

Please note that, pre-order deliveries may take one to three months to arrive.

We have established distribution relationships with national carriers and take every precaution to ensure prompt, reliable, undamaged delivery. When your order is picked up from our facility you are sent an email with tracking information. We encourage you to track your shipment through the courier’s website or phone. Please contact us if anything seems unusual about the progress of your shipment.

The vast majority of our palletised customers opt for Self Service Truck Delivery. This is a curbside delivery service; you will be responsible for bringing the boxes into your home. For one or two able-bodied adults it should be no issue. If assistance with assembly is needed, our team can reach out to and forward replies received from third-party contractors. We do not charge for this service and there is no obligation. If you choose to hire, you would be paying the contractor directly. If you have any questions about any part of the process, please call 0423 554 732 or email sales@troya.com.au.

Please note that an additional fee will be charged if delivery address needs to be changed once an order is en route. The amount will differ depending on the carrier handling the delivery. The invoice will be sent and must be paid before delivery is completed.

Receiving the order

Palletised:

1. Please honour your delivery appointment. If the courier can not reach you, the item is sent back to us. Any incurred expense would be deducted from the refund.

2. All heavy palletised shipments include a tail lift gate service, unless if the receiver has a forklift for unloading. A delivery driver will inspect the shipment as it is unloaded. 

3. IMPORTANT: You will be asked to sign a form acknowledging receipt. BEFORE YOU SIGN it is important you CHECK FOR DAMAGE. INSPECT ALL BOXES CAREFULLY, LOOK FOR ANY POSSIBLE DAMAGE (rips, holes, smashed areas, missing straps, etc). WRITE ANY SIGNS OF POSSIBLE DAMAGE ON THE FORM YOU ARE ASKED TO SIGN. For example, make a note of “Box received with visible damage” and please take pictures of the items supplied.

If you do not notate the form, the courier will not honour against the damage incurred during transportation. If the damage appears substantial (debris, severe trauma) please refuse the shipment entirely. Open freight immediately. If you find any damage take photos and email sales@troya.com.au.  You are required to make a claim within 24 hours.

Note: If you are utilizing a forklift at a commercial location, inspect the pallet before unloading.

Tracking Packages

Tracking information will be emailed. You can also view your tracking information by signing in and navigating to "My Account". In the “Orders” section you will be able to view all orders and their status. Orders still being processed will not have tracking information. Orders that have shipped will have tracking information displayed.

Assembly Guidance

Every product has assembly manuals available 24/7 online. Navigate to your product’s page. Check the "Description" or "Specifications" area for quick downloading. Some products have accompanying video instructions, which if available will also be on the product's page. Certain products require stud mounting or hanging and as such we strongly recommend you hire professional assembly persons. Please note that all Wall Beds have to be correctly stud mounted to ensure long-term, safe, consistent operation. Also, please note that you will be responsible for packaging and pallet disposal. We do not hire assembly people but if desired can generate a list of independent contractors in your area. Email sales@troya.com.au for details.

White Glove Delivery and Assembly Service - Limited Area Availability

Troya Living offers white glove delivery and assembly service in Greater Melbourne and Geelong areas.
Our assembly team can be available outside of our service area if their schedule permits and travel expenses are paid by a customer.
For an extra charge payable directly to the contractor team, they will provide a White Glove delivery and assembly service including:

• 2 technicians performing assembly and installation for 8-10 hours.
• The team will meet the delivery truck, inspect the package for damage and if undamaged, bring it into your residence.
• All pieces will be assembled and secured to the wall if needed.
• Crates and packaging will be disassembled and disposed of.
• The area will be cleaned of dust and debris.

White Glove delivery and assembly is an additional service and is not included in the price of the product. The cost of the service is calculated based on the location, number of items purchased and complexity of delivery and assembly.

For quotation please call 0423 554 732 or email sales@troya.com.au.

3rd Party Assembly Service

We are happy to offer White Glove Delivery and Assembly Services for our customers in Greater Melbourne and Geelong areas. For an additional fee, our professional team will deliver your furniture and assemble it within a couple of hours.

If you are outside our serviced areas, we will gladly locate a few handyman professionals with extensive furniture assembly experience in your location.

We work with Flatpack Assembly Services which enables a fast, quality and timely service that allows customers to save time and reduce the stress and frustration caused by flatpack furniture. 

All Flatpack Assembly Services mobile professional assemblers are fully insured, police checked and carry photo ID, leaving you knowing who's in your home, providing your service. As well as product assembly, assemblers can also offer other services, such as; securing products to walls, measuring your space and cleaning up after themselves by removing all the packaging associated with your assembly. We can arrange a quotation from them for your order. For quotation please call 0423 554 732 or email sales@troya.com.au.

Also, you can search for a service provider on a platform called ServiceSeeking. From this platform, you can get quotes from different service providers, check their reviews and choose your furniture assembly technicians. 

Please note that Troya Living is not responsible for any results arising from using such service seeking platforms.