Below FAQ are some common questions we receive prior to ordering.
If you have other questions, please send them to sales@onlinehospitalityfurniture.com.au.

Filter by Topic
  • All
  • General Questions
  • Shipping & Order Collection Questions
  • Warranties & Returns Questions

Need Help?

If you have an issue or question that requires immediate assistance, you can give us a call on 07 4155 5059 to chat live with a Customer Service representative.

Alternatively, drop us an email and we will get back to you within 1 to 2 business days!

General Questions

At Online Hospitality Furniture we only sell items that are ready to ship within our Warehouse. As our suppliers have strict minimum order quantities for custom items, we can only help out with this for larger orders. If you are looking for 50+ custom chairs for a venue, we can help with this through one of our other business units Nextrend

Online Hospitality Furniture operates as an online business only and does not currently have a showroom. If you would like to see our furniture prior to purchase, we may be able to point you in the direction of a venue near you that has our product.

Assembly can be offered for an additional fee, however this will also impact on your shipping price. Alot of our products are supplied assembled or require minimal assembly. We currently do not offer placement of furniture

The majority of our products do not require assembly, however some are shipped in a knock down format to reduce freight costs. These items are generally easy to assemble with instructions and videos available

Orders placed and paid for are generally dispatched on the next business day. If you call to cancel your order prior to it leaving the warehouse, this is not a problem. If you request to cancel an order after it has been dispatched, this may incur shipping, packaging and restocking fees.

ZIP PAY is available on Online Hospitality Furniture

Shipping & Order Collection Questions

We use a variety of 3rd party freight carriers to deliver our products. Our internal systems will look at your order and delivery address and will bokk your delivery with the best match. Some of our 3rd party freight carriers include MainFreight, TGE, DFE, Startrack & Followmont. We do also run our own trucks into Brisbane.

Yes. We have locations in Brisbane, Sydney, Melbourne, Wagga Wagga and Bundaberg in which you can pickup orders from. Note: These locations do have limited hours in which pickups can be made.

Currently we do not. What we do offer however is flat rate shipping based on the size of your order.

Yes. Once your order is dispatched from the Warehouse, you will receive an email with a tracking code so you can track your order.

Product prices do not include delivery, however you will be able to obtain a freight quote at checkout.

Currently our website only supports shipping within Australia. However we have shipped orders to the Pacific Islands, Papua New Guinea and New Zealand. If you would like shipping to one of these locations, please contact us.

All in stock orders are dispatched from our Warehouse within 2 business days. From here shipping times can vary depending on location and carrier. Orders to Brisbane, Sydney & Melbourne will generally arrive within a few days. Regional areas, WA & NT may take up to 2 weeks to arrive.

The majority of Carriers will only deliver to the ground floor. If you require your furniture to be delivered directly to your apartment on a high floor, you may be best to have your order delivered to a local click and collect location and then organise your own delivery service from there.

No. If you require your furniture to be carried upstairs you may be best to organise collection of your order by a furniture removalist, from a local click and collect location.

If you request to update your address prior to shipping, this is not a problem. Once your order is shipped we can attempt to update the address through the shipping carrier, however this is not always possible and can incur additional charges

Warranties & Returns Questions

We're incredibly confident that you'll love your new furniture; however, if for any reason you don't, we've got you covered.

We offer a full product refund, and we will even pick it up from your doorstep!

All we ask is that you keep the original box and packaging, and make sure you follow our Returns Procedure.

The warranty period is listed in the product details. If there is no warranty listed the warranty period will be 12 months. Our full Terms of Trade can be downloaded here.

If your furniture arrives damaged there is no need to worry. We will replace or repair it under our freight guarantee.

1. Report it as soon as possible within 3 days of delivery.

2. Snap some photos of each mark / breakage done to each item that you are claiming damaged in transit.

3. Email the photos to sales@onlinehospitalityfurniture.com.au. Be sure to include your order number and the quantities of each product claimed damaged.

4. Damage resulting in improper use, policy abuse, or assembly, such as damaged threads, screw holes may result in voiding the right to a repair or replacement.

5. Freight Damage claims will be processed after one of our staff members thoroughly inspects the photos attached to the claim. In the rare case of an issue during inspection, we'll contact you regarding policy violations and fees. Please understand that this process may take up to 7 days after the claim is received.

If you have received the wrong item, please make contact with us as soon as possible.

Unable to find satisfactory answers ? Contact Us