Shipping policy

The short version: free insured shipping Australia-wide on orders over $79, a flat $15 below that, most orders dispatched within 1–2 business days from our Alexandria NSW warehouse, and free pickup from our showroom if you'd rather collect.

Dispatch
Most in-stock products are dispatched within 1–2 business days of your order. Products marked "Available to order" are dispatched once stock arrives from the Australian distributor — where a lead time applies, it's shown on the product page, and we'll confirm it by email after you order. If anything in your order is delayed, we'll contact you before proceeding.

Shipping costs
Orders over $79: free shipping Australia-wide.
Orders under $79: flat rate of $15.
Exact costs are always confirmed at checkout before payment.

Delivery times
Once dispatched, most orders arrive within 1–6 business days depending on your location. Metro areas are typically at the faster end; regional and remote addresses can take longer. Need it by a date? Call us on 1800 100 998 before ordering and we'll confirm what's realistic.

Insured freight, every order
Every shipment is insured in transit and sent with tracking. Larger items (subwoofers, floorstanding speakers, projector screens, amplifiers, cinema seating) travel with specialist freight carriers, and higher-value items may require a signature on delivery — if a signature will be needed, it helps to use a delivery address where someone is available during business hours. Smaller items ship with Australia Post or courier.

Cinema seating and large freight
Cinema seating and oversized items are made or picked to order, and we'll contact you after purchase to arrange a delivery window. On selected items you can add our White Glove service — delivery, full setup in your room, and removal of all packaging and rubbish. Details are shown during configuration or quoted by our team.

Showroom pickup — free
Collect from our showroom at Unit 12, 538 Gardeners Rd, Alexandria NSW 2015 — Mon–Fri 9am–5pm, or Saturday strictly by appointment. Choose "Pickup" at checkout and we'll email you as soon as your order is ready — please wait for that confirmation before heading in.

Tracking and delivery issues
You'll receive tracking details by email once your order ships. If your order hasn't arrived within 7 days of dispatch, contact us and we'll investigate with the carrier straight away. Please report any transit damage or missing items to us as soon as possible — ideally within a few days of delivery — so we can lodge the insurance claim and put it right quickly. Nothing in this policy limits your rights under the Australian Consumer Law.

Delivery area
We ship within Australia only. For international enquiries, or delivery to very remote locations, contact us before ordering.

Questions?
Call 1800 100 998 (free call) or email support@customht.com.au — we're happy to confirm dispatch estimates, freight options or anything else before you order.