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Delivery Policy

Delivery costs and times

Online Rug orders for all rugs under 3 metres wide will be free of freight charges however this will be notified to you at checkout. We deliver within Australia only. Delivery charges and delivery times will depend on your location and how many rugs you have purchased. Deliveries of multiple rugs can be split between multiple deliveries depending on where it was shipped from.

Products from our Hard flooring section is pick up only from our State Warehouse in each state. This can be selected at checkout.

As a general rule, we aim for a 2 business day turnaround from the moment your order has been received, to the order being shipped from our warehouse for metro orders. There are circumstances out of our control that will delay shipping, and deliveries can take up to 17 business days to arrive.

Australian orders

We must have a street address for any order submitted. We cannot ship to PO Boxes.

Unless you request that an “Authority to Leave” instruction be given, our carriers will require a signature at the point of delivery. It is therefore a requirement that you provide Carpet Call with a delivery address where someone will be present to sign for the consignment during business hours (9am – 5pm, Monday to Friday). Work addresses are often given and encouraged to be given by customers to make this process easier and more convenient for you to receive your rug.

Available freight options

Couriers – We use a combination of carriers to ensure flexibility with delivery options. These services are insured and have online track and trace systems. On your request we can instruct our carriers with an ‘Authority to Leave’ which does not require a signature to be taken. If this option is chosen the insurance is invalidated, and Carpet Call cannot accept any responsibility or liability for any consignments that are lost or stolen after our carriers have recorded the parcels as ‘successfully delivered’.

Click and collect

Purchase a rug online and collect it from a participating store. Only VIC, QLD, NSW and WA metro stores offer the click and collect option. You will be notified when the rug is ready to be picked up from your nominated store which could take up to 14 days for it to arrive depending on the rugs location.

Purchases of Hard flooring can be picked up from a nominated warehouse in each state. This option is available on checkout.

Consignment number notification

All dispatched orders generate an email advice automatically which is sent to the email address provided by you. If you do not receive any of these emails within 3 business days then please call us on 07 34891333 so we can resend the advice to you.

International orders

Carpet Call only ships within Australia.

How to track your order

If your order is taking longer than expected, or, you want to find out when it will arrive, you can check its progress by clicking on the tracking link that was sent to you in the confirmation email. This link will take you directly to the carrier’s website where you can keep an eye on your delivery. You can also contact the carrier with any questions or concerns about your delivery.

If your order is significantly delayed please contact our Customer Service Team on (07) 3489 1333 between 9am and 5pm (CST), Monday to Friday. You can also get in touch with our Customer Service Team via email. You will need to quote your order number in any communication with Carpet Call.

If goods are damaged on arrival

If any packaging has been damaged in shipping and it is apparent when the package arrives please REFUSE the delivery and contact (07) 3489 1333. If you have already accepted a package and then discover that it has been damaged, please contact us immediately and in any case not later than 3 days after delivery. If possible please take photos of the damaged packages as they have arrived as this may greatly assist with a claim against the carrier. Be sure to save all paperwork and packing material with the damaged goods as the carrier may wish to inspect the consignment before processing the claim. Please do not return ‘damaged in transit’ merchandise yourself. Please contact us and we will make arrangements for the collection of the damaged goods for assessment. Returning the goods yourself could invalidate a claim for insurance in which case you may not be entitled to a refund or replacement.

Defective merchandise

If you receive defective merchandise please call Carpet Call for return instructions and authority to return.

Missing or damaged shipments

Please ensure that the rug you have ordered is correct, and, in a reasonable condition prior to signing for delivery. On many occasions carriers may deliver orders over two different deliveries dependent on the size of the order. Please note that ground and air shipments can be assigned to separate trucks and may arrive at different times of the day.

Please do not sign for rugs with exterior damage. This may invalidate any insurance for ‘Damaged Goods’ in which case you may not be entitled to any refund or replacement. If the packaging has been delivered without the driver obtaining your signature, contact the carrier before opening the package. The carrier will need to inspect the package and verify any damage before a refund or replacement can occur.