Shipping & Delivery

This page outlines all you need to know about our shipping and delivery service! 

Shipping Locations

We ship to all the major cities, towns and regional areas throughout Australia.

Order Processing

Orders are processed within 2–3 business days after payment is confirmed. Orders placed on weekends or public holidays are processed on the next business day.

Tracking & Notifications

When your order is placed, you'll receive an order confirmation. Once your order is booked with the courier, our customer service team will email you your tracking details.

Depending on the size, weight, destination and delivery requirements of your order, Troya Living may use a range of specialist furniture and freight delivery partners.

Delivery Timeframes

If your order is in stock, delivery will generally be arranged within 7–14 days of full payment. Delivery timeframes may vary depending on your location, delivery partner availability, access requirements, holiday periods, and the nature of your order.  

Stock Availability

All items are subject to availability. Items shown on our site are available to purchase but may sell out at the time of purchase as warehouse inventory depletes. Sold-out items can either be reserved for the next shipment or refunded in full.

Delivery Methods

The delivery method for your order depends on its size and weight.

Small Parcel Delivery

• Smaller items are sent through Australia Post.
• Items typically arrive 3–7 business days after tracking details are sent.
• Whether your parcel is left without a signature is at the carrier's discretion.
  

Standard Delivery (Door-to-Door)

Larger items are delivered door-to-door by our courier partners:

- Houses: delivered to your front door.

- Apartments: delivered to the ground floor of your building, in an area where deliveries are permitted.

Standard door-to-door delivery requires the customer to move the items into their residence or business.

- These products are usually large and may require assistance to move. Our driver is not obligated to assist.

- Hydraulic lift assistance (a liftgate) is not provided to lower items to the ground.

- Any additional costs arising from a Certificate of Insurance (COI), remote locations, truck-size restrictions or similar are the customer's responsibility.

Upstairs Delivery (Additional Charge)

Where available, upgraded delivery services such as upstairs, inside or room delivery may be arranged for an additional fee. The cost depends on the item, access, location and delivery partner requirements.  

- If your building is accessible by stairs only, upstairs delivery requires a separate quote; please contact us before placing your order.
- A maximum of two flights of stairs (1 flight = 15 stairs) can be accommodated.
- Assembly and debris removal are not included with this service.
- Not all areas are serviceable for our upgraded inside delivery. If your requested method isn't available, we'll notify you before shipping your order. 

Please note: upstairs delivery must be requested and arranged in advance. Unless you specifically arrange it, we will process your order as ground-floor delivery only — please let our team know your requirements at the time of ordering.

Missed deliveries: If we can't reach you using the contact details provided, your item will be returned to our warehouse, and a redelivery fee will apply. Redelivery fees range from $200–$2000 up to your address, with storage fees of $25–$100 per day.

Click & Collect 

Once you receive your order confirmation, our customer service team will contact you to let you know when your order is ready for collection. Please allow up to 2-3 business days for our warehouse to prepare your order.

Warehouse collection hours: Monday to Friday, 8:00am – 2:30pm

Inspecting Your Delivery

Please inspect all freight items thoroughly before signing the delivery release.
- Any issues — holes, crushed corners, dents, worn tops, bottoms or edges, scraping, dirt, etc. — must be noted on the delivery slip.
- To receive a refund or replacement, delivery must be refused and the issues noted at the time of delivery.
- Detailed photos and a notice of refusal must be emailed to us within 24 hours of refusal.
- A customer's agent (family member or friend) present at the residence may inspect and sign for the item on the customer's behalf. Their inspection and signature are treated the same as the customer's.

Missing or Damaged Items

If your order arrives with items missing or damaged, please contact our customer service team within 48 hours of receiving your package and we'll work to resolve the issue as quickly as possible.
To lodge a damage claim, call us on 03 9996 9048.
For returns and exchanges, please refer to our Return Policy.

Customer Responsibilities & Liability

- Any assistance a customer provides — lifting, assembling, debris removal or installation — is done under the sole volition of the customer.
- Any damages incurred while aiding the delivery agent during delivery, assembly, debris removal, installation or inspection are the responsibility of the customer.
- Customers should not attempt to complete a paid service themselves if that service (delivery, assembly, debris removal, installation or inspection) takes longer than the allotted time and is rescheduled.

Shipping Costs

Our shipping rates are set by our courier partners and depend on the size, weight and destination of your order. You'll see the total shipping cost at checkout before finalising your purchase.