FAQs

Certainly, simply select delivery during checkout and provide specific delivery instructions.

1. All orders must be paid for before delivery.
2. Customers must provide access and space for items upon delivery. A re-delivery charge will apply if we are unable to deliver on arrival to site.
3. Clear access within 10 meters of the crane truck is required for delivery.
4. Additional fees apply for incorrect delivery addresses.
5. Additional charges may apply for lightweight deliveries if on-site assistance is unavailable.

The cost of delivery varies based on the suburb. Fill in your delivery address at our web store checkout to see available options. We can also deliver to a nominated carrier for deliveries to other areas. Please give us a call if this is the case. 

Both trade professionals and the general public are welcome to purchase from Bone Timber.

Standard orders are processed within 2-3 days. You can nominate a preferred delivery date, and our despatch team will advise whether it is feasible and provide alternative options if necessary. Custom manufactured and non-stock products will take longer, and we will advise an approximate delivery date on confirmation of your order. This date may be subject to change.

Same-day delivery is available. Priority fees may apply. Contact us for more information.

If there are inventory issues, Bone Timber’s team will contact you. Any inquiries can be directed to the customer service team on (08) 8297 8277.

Certainly, please get in touch with our team on (08) 8297 8277 if you need to make changes or cancel your order. Keep in mind that if your order is scheduled for delivery, the deadline for making any changes is 3pm on the day prior to your scheduled delivery. It’s important to note that if your updated delivery address falls within a different delivery zone or if the weight of the delivery increases, requiring the use of a crane truck, there could be additional charges that apply.

No, you don’t, just make sure that you provide clear delivery instructions and make sure we can access your property safely. For instance, you can specify instructions like “No one will be present on-site, kindly leave the item in the driveway.”

Please contact the despatch department at (08) 8297 8277 for assistance.

Returns require a receipt/invoice, and products must be in resalable condition. All returns will be subject to a 15% restocking fee unless the product is incorrect or faulty. Special Orders and Custom Products cannot be returned.

A collection fee may apply for returns, but not for damaged/incorrect items or missing items.

Bone Timber can provide material take-off and truss calculation services for a fee. Please note that this service typically takes around 2 weeks. Inquiries can be sent to sales@bonetimber.com.au.

Someone else can pick up an order on your behalf if you inform us of this arrangement during order placement.

Bone Timber accepts various payment methods, including cash, Eftpos, Visa, Mastercard, and Direct Deposit.

For online orders, payment is processed during checkout.

Bone Timber is open from Monday to Friday, 6:30 am to 4:30 pm, and closed on weekends and public holidays. Any changes to our normal business hours are communicated through our website and social media.

If you can’t find a specific product, contact us at (08) 8297 8277 or via email at sales@bonetimber.com.au for assistance.

Yes, our sales staff are available to provide you with design and product technical assistance. Charges apply for structural designs.