Where do you deliver to? 

We deliver to New South Wales, Victoria, ACT and Queensland under our standard shipping arrangement set out below.  If you live in Tassie, South Australia or Western Australia, please contact us for an indicative shipping quote.

What are your shipping rates?

For mainland East Coast joinery orders, we offer tiered shipping rates based on the calculated order weight.  As a guide, an order of panels for a complete, mid-sized kitchen, usually weighs between 250kg and 350kg in our experience.

How do you ship the products?

We use third-party freight contractors for all joinery orders.  Deliveries are made during normal Monday to Friday business hours only. Unfortunately we are unable to book in specific delivery days or times with our contractors.  Note you may receive communications from the freight company with a planned delivery date not long after the freight has been collected from Ren Studio.  Please consider this date to be an estimate only.  

How is the freight packed?

We take every measure possible to ensure your purchased products arrive to you in perfect condition.  To do so, most orders are shipped in solid, oversized and very heavy crates, with panels wrapped in foam within.  Crates can weigh up to 300kg, and require a screwdriver to open.  Our solid crates ensure your panels arrive safely without freight damage or loss.  An example crate is pictured below. 

Access and Delivery Location

Crates are transferred from a large delivery truck to the most accessible location at the property, usually garage or driveway.  Freight cannot be delivered up front steps or taken inside as it cannot be safely lifted by a person (or two, or three!).  Further, clients who live in terraced houses, apartments, and dwellings with challenging access must fully understand and appreciate the significant challenges that such dwellings can present for oversized freight deliveries, including understanding that the only place possible for the driver to leave the freight may be the footpath or driveway. 

For clients on narrow roads, it may not be possible to deliver to the preferred residential address and delivery to a local depot with subsequent client collection may be necessary.  This is solely because the tail lift required to offload the freight is positioned on the rear of the truck, and that large truck needs to turn and manoeuvre in the street to reverse into an appropriate delivery location.  Unfortunately, even if a truck can 'fit' down a narrow street, delivery may still be impossible.  If you live on a narrow road, please contact us before placing your order to discuss delivery.

Once safely delivered, crates are unscrewed and unloaded by the receiver. 

We provide this clear advice to assist our clients adequately plan for their delivery.  We can certainly deliver to a local freight depot if delivery challenges can be reasonably expected.  If you believe you may not have the required delivery access, please contact us before placing your order so we can discuss the delivery with our freight contractors.

Please note that we reserve the right to charge additional costs for unusual access not advised in writing.

How can I track my delivery?

Once your order is ready and has passed inspection, a freight booking is made.  We try our best to provide an estimated delivery date, however this is a guide only.  Carrier and tracking details are emailed to you as soon as your order has been collected; this is the most accurate way to follow your order's journey.  Timeframes from pick up to delivery can range from overnight to up to 10 business days depending on the location and order size.

Do I need to be there to receive my order?

Yes, or someone else will need to be there to receive and sign for your order.

What if I'm not at home when my order arrives?

In the case of a missed delivery, your order will be taken to the nearest depot.  A card will be left detailing options for either re-delivery or collection from the depot.  Please note that additional charges may apply from the specific carrier.

My order has arrived damaged, what should I do?

Upon receipt of your delivery, you are required to inspect the packaging and report any visible damage to the delivery company before they leave your premises, as visible damage indicates potential damage to the products. If damage to the products has occurred, please take clear, descriptive photos of both the damaged packaging and product and email them to us at info@renstudio.com.au within 3 days of delivery.