Shipping policy

Rivercity House & Home Co deliveries are FREE to most metro and regional postcodes. 

Thank you for choosing Rivercity House & Home Co. We appreciate your business and want to ensure you have a smooth shopping experience. Below, you will find our Shipping Policy outlining our terms and conditions. Last Updated: 17th May, 2026. 

1. Order Confirmation

Upon placing an order, two emails will be sent to your registered email address. The first email is an order confirmation email, the second will be your tax invoice receipt. Please retain this receipt as your proof of purchase. If you do not receive these emails, please check your spam/junk folder.

2. Shipment Processing Time

Orders are processed Monday to Friday, excluding bank holidays and public holidays.

Orders placed before 12pm Monday to Friday usually begin processing the same business day.

Orders placed after 12pm, over a weekend, or on a bank holiday will usually begin processing on the next business day.

Processing means your order has entered our internal system for checking, stock allocation, warehouse release, and courier preparation. Processing is not the same as dispatch.

3. Dispatch Timeframes

Most orders are dispatched within 1 to 3 business days after processing begins.

During busy periods, large sales, courier disruption, public holidays, supplier delays, warehouse backlogs, or periods of unusually high order volume, dispatch may take a little longer.

Extra large, heavy, fragile, or bulky products that require specialist handling, pallet delivery, or larger courier vehicles may also take longer to dispatch.

If there is a delay with your order, we will do our best to keep you updated.

4. Shipment Locations - Australia Only

4.1. Domestic Only: We currently ship within Australia and do not offer international shipping. 

4.2. Shipping Restrictions: We are unable to deliver to parcel lockers or PO Boxes.

5. Shipment rates and Delivery Estimates

We aim to deliver your order promptly; however, delivery times are estimates starting from the shipment date, not the order date, and may vary due to unforeseen circumstances. Please see the approximate delivery times for standard shipping to different regions:

VIC: 1-7 business days
SA: 2-8 business days
NSW & ACT: 3-9 business days
QLD & TAS: 3-10 business days
NT & WA: 4-13 business days

Please note that these times are estimates and not guarantees. Your tracking ID will provide an accurate ETA once your order is dispatched. Standard Shipping is free for most metro and regional postcodes, but some areas may incur a delivery surcharge. You can check free shipping eligibility on the product pages and the cart page.

(b) Additional Shipping Notes:

(i) Business days are Monday to Friday, excluding holidays.

(ii) Orders are not usually shipped or delivered on weekends or holidays.

(iii) Delivery times can vary due to carrier practices, delivery location, method, and items ordered.

(iv) Some orders may be delivered on different days, in multiple shipments, and with different carriers.

(v) When calculating the Estimated Delivery Date, we consider transit time and shipping costs based on the order's weight and chosen delivery method.

(vi) During peak seasons and unforeseen events, shipping may experience occasional delays. We appreciate your patience during such times.

(vii) Rivercity House & Home Co is not responsible for incorrect shipping addresses provided by customers.

(viii) Any delivery delay must be reported no later than 30 days from the dispatch date, and our courier partner will investigate, which may take up to 3 working days. Please note, if your delivery still falls within our estimated timeframe, we won't be able to provide assistance yet as it is considered within the expected schedule.

(ix) If you reside in an apartment, please note that delivery will be made to the ground floor only, as our drivers are not insured to enter the building.

(x) For customers living in properties with unusual access, such as limited entryways or challenging terrain, delivery will be made to the base of the property, which may include areas like a carport, driveway, or garage. This ensures the safety of our drivers and the efficient completion of your delivery.

6. Authority To Leave

If you are not home at the time of delivery, please be aware that all standard deliveries are processed under Authority to Leave (ATL). This means that, if the driver considers it safe, your order will be left in a secure location (such as your doorstep or entrance) without requiring a signature. However, the final decision is at the driver's discretion.

Please note that couriers do not make phone calls before delivery, and this service does not guarantee a signature or prior notification. We recommend monitoring your tracking updates for the most up-to-date delivery information.

If you prefer not to authorise ATL, please specify your request in the Order Notes section during checkout, and we will do our best to accommodate your preference.

Thank you for your understanding!

7. Tracking Options

Once your order is confirmed and dispatched, you will receive a tracking ID and tracking link via email. Each parcel will feature a unique QR code or barcode label that is typically scanned at various stages of its journey. This allows you to track the location of your item during the delivery process. However, please be aware that there are occasions when couriers may not perform timely scans, and the website may not always display live data. Your patience and understanding during such instances are greatly appreciated.

8. Cancellations

If you need to cancel an order, please email support@rivercityhouseandhome.com.au as soon as possible with the subject line: "URGENT CANCELLATION Order #........." Please include your order number with your full name, and our team will do their best to put a stop to the dispatch. If the package is already with the courier, please contact support to arrange a change of mind return.

9. Change of Shipping Address

Email support@rivercityhouseandhome.com.au as soon as possible with the subject line: "URGENT CHANGE OF ADDRESS Order #........." Please include your order number with the updated address. Please note, address changes after dispatch cannot be accommodated.

10. Damages

If there is packaging damage upon delivery, please contact us immediately at support@rivercityhouseandhome.com.au making sure to include photos or videos.

11. Missing or Lost Package

In our experience, we've often found that the package is typically within the building or with a neighbour. Rivercity House & Home Co kindly requests that customers thoroughly check common courier hiding spots and surroundings. Please take a moment to inspect your immediate vicinity, and if you locate your order, do let us know.

In the event that you haven't been able to locate your order, please don't hesitate to reach out to us at support@rivercityhouseandhome.com.au to report any missing or lost packages. Furthermore, if you encounter any delivery delays, you must report them to us within 30 days from the date of dispatch. Our courier partner will conduct an investigation into any such delays, a process that may take up to 3 working days. Your cooperation and timely communication are greatly appreciated. Please note: If your delivery still falls within our estimated timeframe, we won't be able to provide assistance as it is considered within the expected schedule.

12. Rivercity House & Home Co Shipping Protection Promise

Shop with absolute confidence at Rivercity House & Home Co. We stand behind our commitment to ensure your satisfaction. We offer a guarantee of either a replacement or a refund for undelivered orders or items that arrive damaged.

If, unfortunately, your order does arrive damaged, kindly provide us with photo or video evidence, along with detailed descriptions, by sending an email to support@rivercityhouseandhome.com.au. This will help us expedite the resolution process.

For orders that are lost in transit, our investigation process can only commence 30 days from the date of dispatch. However, when our courier partners confirm a parcel as lost, you have the option to choose between an immediate refund or the dispatch of a replacement, allowing you to avoid the hassle of dealing directly with couriers and the associated claims process. Your convenience and satisfaction are our top priorities.

13. Undeliverable Packages

If your parcel is returned to us, we will contact you via email. Re-delivery may incur an additional cost.

14. Unsuccessful Delivery Attempt

If you have opted to not allow "Authority to Leave" or if the courier determines that there is no secure location for parcel placement, and no one is available to receive the delivery, the following procedures will apply:

Australia Post Deliveries: If your order is being delivered by Australia Post and there is no one present at your address, a notification will be placed in your mailbox. This notification will provide instructions for you to collect your parcel from your local Post Office.

Deliveries by Other Carriers: For deliveries made by carriers other than Australia Post, please check your mailbox for a missed delivery slip. This slip will include instructions on how to arrange for a re-delivery at a convenient time. Please be aware that a re-delivery fee may apply if you are not available during the scheduled delivery time.

These procedures are in place to ensure the safe and secure delivery of your order, and we appreciate your understanding and cooperation in adhering to them.

15. Rejected By Receiver

If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost may occur if the 

16. Remote Postcode Surcharge

The postcodes listed in the table below fall into the category of remote, far regional areas or island postcodes. For certain larger or heavier products, an additional delivery surcharge may be applicable. Please be aware that, in certain cases, the delivery of some products to the postcodes mentioned below may not be possible. In such instances, orders destined for these postcodes will be canceled and refunded, unless a courier exemption can be arranged with an associated surcharge. Your understanding is greatly appreciated.

17. Questions

If you have questions about your order's delivery and shipment, visit our FAQ page at https://rivercityhouseandhome.com.au/pages/faqs or contact us at support@rivercityhouseandhome.com.au