Shipping policy

Last updated 27 September 2026

Scope and consumer rights

This Shipping Policy explains delivery charges, dispatch and delivery arrangements for goods purchased from Furlio Pty Ltd through www.furlio.com.au. Please read it before placing your order.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this Policy excludes, restricts or modifies those guarantees or any other rights or remedies that cannot lawfully be excluded. This includes any right to a refund, replacement or compensation that applies to your circumstances.

Delivery areas

We offer delivery to supported addresses in New South Wales (NSW), the Australian Capital Territory (ACT), Queensland (QLD), Victoria (VIC), South Australia (SA), Western Australia (WA) and Tasmania (TAS). The Domestic shipping zone means NSW and ACT. Tasmania uses the same shipping rates and heavy delivery thresholds as Western Australia.

We do not deliver to the Northern Territory. Delivery to other locations is subject to available carrier services. If no delivery option is shown for your address or shipment, contact info@furlio.com.au before ordering to confirm availability and obtain a quote. We do not deliver outside Australia unless expressly agreed in writing.

Shipping charges

All shipping charges are in Australian dollars (AUD) and include GST where applicable. Available delivery methods and the total delivery charge are displayed before you pay. Any applicable regional, remote-area or other delivery charge must be included in that total or in a quote you accept before purchase; it will not be added as an undisclosed fee after payment.

Eligible orders of $99 or more qualify for free Standard delivery, subject to the heavy delivery rules below. The qualifying goods subtotal is calculated after applicable discounts and excludes delivery charges. Express delivery is not included in this free Standard delivery offer.

Heavy Item Delivery applies from the destination-specific weight thresholds below, including orders of $99 or more. It applies across product categories, including cat litter and pet food. The Heavy Item Delivery price replaces the ordinary Standard delivery charge; it is the delivery charge, not an extra fee added to Standard delivery.

Destination	Heavy delivery starts at	Starting charge AUD
New South Wales and Australian Capital Territory	45.1 kg	$10
Queensland and Victoria	45.1 kg	$15
South Australia	15.1 kg	$20
Western Australia and Tasmania	15.1 kg	$25

These are starting prices, not flat prices for every heavier shipment. Higher weight bands may cost more. The applicable weight band and delivery charge are calculated at checkout using the shipping weight recorded for the goods and the applicable package configuration. The total payable is shown before payment. If no rate is available for your shipment, contact us for a quote before ordering.

For example, an eligible NSW shipment entering the first Heavy Item Delivery band at 45.1 kg has a total delivery charge of $10, including where the order qualifies for the $99 spending threshold. We do not add the ordinary Standard delivery charge to that $10.

Below the applicable heavy delivery threshold, ordinary Standard delivery charges apply unless the order qualifies for free Standard delivery. For orders below $99, Standard delivery to NSW and ACT is $11 and to QLD and VIC is $15. Other available Standard delivery charges are displayed at checkout. Express delivery to eligible NSW and ACT addresses is $15 where offered at checkout.

A free-shipping promotion does not waive Heavy Item Delivery or Express charges unless its terms expressly include those services. Any additional promotion-specific conditions will be disclosed with the offer. If the price or eligibility shown at checkout appears inconsistent with an advertised offer, contact us so we can resolve it; this Policy does not override your rights concerning misleading or incorrect prices.

Processing and dispatch

We generally dispatch orders within 1–3 business days after receiving your order and payment. Business days are Monday to Friday, excluding public holidays in New South Wales for dispatch and in the delivery location for delivery. This period is separate from carrier transit time and is an estimate, not a guaranteed delivery date.

Some products are sourced from the brand or supplier after you place your order. We dispatch those products once they arrive at our premises, normally within the same 1–3 business day period from receipt of your order and payment. Supplier procurement is included in this estimate; it does not start a new processing period. Any different expected dispatch timeframe will be disclosed on the product page or before you pay.

If we expect dispatch to take longer than 3 business days, we will email you as soon as we become aware of the delay. If your order has not been dispatched by the end of the third business day, we will email you an update explaining the reason, a revised dispatch estimate where available, and the available options. If we cannot provide a reliable estimate, we will say so and keep you updated. A delay notice does not limit any cancellation, refund or other rights you have under the ACL.

Express delivery affects carrier transit time after dispatch; it does not shorten supplier procurement or order processing time. We do not promise same-day dispatch unless expressly agreed.

Delivery estimates and delays

Where offered at checkout, Standard and Heavy Item Delivery to NSW and ACT, and Heavy Item Delivery to QLD and VIC, have estimated transit times of 3–5 business days after dispatch. Express delivery to eligible NSW and ACT addresses has an estimated transit time of 1–2 business days after dispatch. Estimates for other services are shown at checkout where available; contact us before ordering if you need a delivery estimate.

Delivery estimates are not guaranteed arrival dates. Regional or remote locations, weather, public holidays and carrier disruptions may extend delivery times. If you need delivery by a particular date, contact us before ordering so we can confirm whether we can meet it.

If your order has not arrived within the estimated period, contact us at info@furlio.com.au. We will investigate and provide an update and an appropriate solution. If we cannot supply your goods within the agreed time or a reasonable time, we will provide the remedies required by law. Using a third-party carrier does not remove our obligations to you.

Tracking and delivery

Where available, we will send tracking details after dispatch. Your order may arrive in more than one parcel. If we decide to split an order after payment, we will not charge additional shipping solely because of that decision.

Delivery takes place when the goods are actually delivered to you, your authorised recipient, or in accordance with an authority to leave that you have given. A carrier tracking status is evidence of delivery, but is not conclusive if you report that the goods were not received.

Authority to leave and responsibility for goods

If you authorise unattended delivery, the carrier may leave your goods at the agreed address in accordance with your instructions and applicable safe-delivery requirements. Please choose a suitable place protected from weather and accessible to the carrier. Contact us before ordering if you need a signature service; availability depends on the service and address.

You are responsible for taking reasonable care of goods after they have been correctly delivered. We do not exclude responsibility for incorrect delivery, failure to follow an agreed authority to leave, or loss or damage for which we are responsible under law. An authority to leave does not waive your ACL rights.

Incorrect addresses and unsuccessful delivery

Please provide a complete and accurate delivery address and any necessary access instructions. Contact us promptly if an address needs correction. We will try to assist, but may be unable to redirect a parcel after dispatch.

If incorrect information you supplied, a missed collection, refusal without a valid reason, or an access issue within your control causes a return or redelivery, we may ask you to pay the reasonable additional delivery costs actually incurred. We will explain those costs and obtain your agreement before arranging a paid redelivery. We will not charge you for redelivery caused by our error or a carrier error, or where doing so would conflict with your legal rights.

If an order is returned to us, we will contact you to agree on redelivery or another appropriate resolution. This clause does not restrict your right to reject faulty goods or exercise another statutory remedy.

Lost damaged or missing goods

Contact info@furlio.com.au as soon as reasonably possible if goods are missing, damaged or appear lost in transit. Include your order number and, where reasonably available, photographs and details of the issue. A delay in reporting does not by itself remove your statutory rights.

We will handle your claim and liaise with the carrier where needed. You do not have to obtain compensation from the carrier before seeking a remedy from us. We may reasonably assess the issue, but will not make a remedy you are legally entitled to depend on the outcome of our separate claim against a carrier.

We will provide the refund, replacement or other remedy required by the ACL, including any applicable delivery costs. Where faulty goods are large, heavy or difficult to return, we will arrange collection or pay reasonable return shipping costs as required by law. Contact us before arranging a return so we can assist.

Product handling

We take reasonable care to package goods appropriately for transit, including pet food, cat litter and fragile or temperature-sensitive products. Please bring delivered parcels indoors promptly and follow any storage instructions. Packaging or transit risks do not exclude your rights if goods arrive damaged, unsafe or otherwise fail to meet consumer guarantees.

Security checks

We may reasonably request verification or temporarily hold dispatch if we have grounds to suspect fraud or unauthorised payment. We will keep any hold proportionate and contact you where appropriate. If we cancel an order before supply for this reason, we will refund the payment received for that order, including its delivery charge, to the original payment method where possible.

Events affecting delivery

Events beyond our reasonable control, such as severe weather, natural disasters or transport disruptions, may affect delivery. We will take reasonable steps to minimise the impact and notify you of material changes. These events do not automatically remove your rights to a remedy. If delivery cannot proceed, we will discuss an appropriate resolution, including a refund where required by law.

Changes and governing law

Updates to this Policy apply to orders placed after the updated version is published. We will not apply later shipping price increases or policy changes retrospectively to an existing order without your agreement.

This Policy is governed by the laws of New South Wales and applicable Commonwealth laws. Courts and tribunals with lawful jurisdiction may hear disputes. Nothing in this Policy requires you to give up a right to bring a claim in your own state or territory where the law allows it.