Shipping Policy

Last Updated: February 25, 2026

Order Processing and Confirmation

Order Confirmation Process

Step 1: You Place an Order

Complete your purchase on our website. You'll receive an automatic order acknowledgment email.

Step 2: We Send Order Confirmation (Within 24 Hours)

We'll send you a detailed order confirmation email including all product specifications, dimensions, colours, delivery details, and final pricing. Please review this confirmation carefully.

Step 3: You Confirm the Details

Reply to the confirmation email to approve the order. You can make any necessary changes before confirming.

Step 4: Processing Begins

Once confirmed, we'll proceed with processing your order.

Processing Cutoff Time

• Confirmations received before 12:00 PM (noon) Australia Eastern Standard Time will be processed the same business day
• Confirmations received after 12:00 PM will be processed the next business day

Note: Your order timeline begins from the date you confirm your order details, not from the initial purchase date.

Delivery Timeframes

We offer two product types with different delivery timelines:

Stock Products (Ready-to-Ship)

What are Stock Products?

• Products marked as "Stock" on the product page and title
• Standard sizes and colours
• Ready for immediate processing

Processing Time: Within 48 hours of order confirmation

Delivery Time by Location:

Total Timeline for Stock Products: 1-15 business days from order confirmation

Custom-Made Products (Made-to-Order)

What are Custom Products?

• Products made to your specific requirements
• Custom dimensions, colours, or finishes
• Non-standard configurations
• Products marked as "Made to Order" or "Custom"

Production Time: 7-15 business days

This includes material preparation, design and structural assembly, surface finishing, fumigation and disinfection, and packaging.

Shipping Time: 25-35 business days

This includes sea freight from China to Australia (18-21 business days), Australian customs clearance (2-4 business days), port collection and container unpacking (1-2 business days), and transportation to your delivery address (4-8 business days).

Total Timeline for Custom Products:

• Minimum: 32 business days (7 + 25)
• Maximum: 50 business days (15 + 35)
  
• Estimated total timeline: 32-50 business days. 

Note: This is an estimate and may be affected by factors beyond our control, such as customs delays or public holidays. In practice, we often deliver faster than the maximum timeframe. We'll keep you updated throughout the process.

Shipping Fees

How Shipping is Calculated

Shipping costs are based on:

• Product dimensions (length × width × height)
• Product weight
• Delivery address and location type
• Volumetric weight calculation

Volumetric Weight Formula

For lightweight, bulky items (weight/volume ratio < 250kg per cubic meter):

Chargeable weight = 250kg/m³ × actual volume (m³)

For heavy, compact items (weight/volume ratio ≥ 250kg per cubic meter):

Chargeable weight = actual product weight

Examples

Shipping Fee Transparency

• Accurate at checkout: For most metro areas in each state, shipping costs are calculated and displayed during checkout
• Regional areas: For remote or regional locations, we'll provide a shipping quote after order confirmation
• No hidden fees: The shipping fee shown includes all delivery costs to your specified address

What's Included in Delivery

Standard Delivery Service Includes:

• All Taxes and Duties: GST, import duties, and customs charges all covered
• Transportation Insurance: Products insured during transit with coverage for shipping damage
• Delivery to Address: Front door/curbside for houses, ground floor entrance for apartments
• Tracking Information: Tracking number provided when shipment departs, regular status updates via email

Standard Delivery Does NOT Include:

• Carrying items upstairs (see Additional Services)
• Unpacking and debris removal (see Additional Services)
• Assembly or installation (see Additional Services)
• Delivery to specific rooms inside your home
• Removal of old furniture

Delivery Details by Location Type

Residential Delivery

Single-Story Houses:

• Delivery to front door, garage, or curbside
• Driver will assist with unloading from truck

Multi-Story Houses:

• Ground floor delivery only as standard
• Upstairs delivery available (additional charge - see Additional Services)

Apartments/Units:

• Delivery to building entrance or ground floor lobby
• If building has a loading dock: delivery to loading dock
• Driver cannot use elevators or access upper floors as standard
• Upstairs/in-unit delivery available (additional charge)

Gated Communities:

• Please provide access codes in advance
• Ensure someone is available to grant access
• Provide delivery instructions in order notes

Commercial Delivery

Additional Services (Charges Apply)

Available Additional Services:

1. Upstairs Delivery

Carrying products upstairs to your desired floor. Pricing based on number of floors and item weight. Available for apartments and multi-story houses.

2. Room-of-Choice Delivery

Delivery to a specific room in your home or office. Placement in your desired location.

3. Unpacking Service

Opening boxes and removing packaging. Debris removal and disposal. Leave your space clean and tidy.

4. Assembly and Installation

Professional assembly of furniture (where required). Most of our products are one-piece units and don't require assembly. Products requiring assembly will be clearly marked.

5. Old Furniture Removal

Removal and disposal of old furniture. Quote provided based on items to be removed.

Service Availability by Location:

How to Add Additional Services:

After Purchase

Contact us at support@cagumodu.com with your order number. We'll arrange services and send you a quote.

Pricing: All additional service fees are based on the service provider's quote. Final pricing depends on location, item size/weight, and specific requirements. You'll receive a detailed quote before services are scheduled.

Order Handover Options

Option 1: Standard Home/Business Delivery (Recommended)

How It Works:

1. We'll contact you 1-2 days before delivery to schedule
2. Choose a convenient delivery window
3. Be available at the delivery address during the scheduled time
4. Driver will deliver to your front door/building entrance
5. Inspect items and sign delivery confirmation

Best For:

• Customers who prefer door-to-door service
• Those unable to transport large items
• Convenient scheduling

Cost: Standard shipping fee (calculated at checkout)

Option 2: Warehouse Pickup (Most Economical)

Available Locations:

• Sydney: Unit C Building 6 161Manchester Road Auburn NSW 2144
• Melbourne: 57-63 Fairchild St Heatherton VIC 3202
• Brisbane: 32 Crockford St Banyo QLD 4014
• Perth: 11-15 Fargo Way Welshpool 6106 WA

How It Works:

1. Your order is processed and prepared at the warehouse
2. You'll receive email notification when ready for pickup
3. Contact us to book a pickup time (provide at least 24 hours notice)
4. Visit the warehouse during business hours
5. Bring your order confirmation email and outbound number
6. Inspect items before loading into your vehicle

Business Hours for Pickup:

• Monday - Friday: 10:00 AM - 6:00 PM AEST
• Saturday: By appointment only
• Sunday: Closed

Requirements:

• Suitable vehicle for transportation
• Bring your order confirmation email and outbound reference number for verification.

Benefits:

• Save on delivery fees
• Immediate pickup once ready
• Flexible scheduling
• Inspect items before taking them

Best For:

• Customers with suitable vehicles
• Local customers wanting to save on delivery
• Those wanting immediate access to their products
• Businesses with their own logistics

Sydney Warehouse Address:

CaGu MoDu
Unit C, Building 6
161 Manchester Road
Auburn, NSW 2144
Australia

Parking: On-site parking available

Tracking Your Order

Order Status Updates

You'll receive email updates at each stage:

1. Order Confirmed

Sent when you confirm your order details. Includes expected timeline.

2. Production Started (Custom products only)

Notification when manufacturing begins. Estimated completion date provided.

3. Production Complete (Custom products only)

Product finished and ready for shipping. Shipment booking confirmation.

4. Shipped

Tracking number provided. Expected delivery timeframe and link to track your shipment.

5. In Transit to Warehouse

Updates on customs clearance and arrival at Australian warehouse.

6. Ready for Delivery or Pickup

Final delivery scheduling or pickup notification (for warehouse pickup).

7. Delivered

Delivery confirmation and request for feedback.

How to Track Your Order

During Production:

• Check your email for production updates
• Contact support@cagumodu.com for status updates

During Shipping:

• Use the tracking number provided in your shipping notification
• Track via carrier's website
• Email updates at major checkpoints

Questions?

• Email: support@cagumodu.com
• Phone: +61 468 069 835
• Include your order number in all communications

Delivery Preparation

Before Your Delivery

1. Confirm Delivery Details (2-3 days before)

• Confirm delivery date and time window
• Ensure someone will be available to receive
• Provide any special access instructions

2. Prepare the Space

• Clear pathways from entrance to delivery location
• Measure doorways and hallways
• Remove obstacles (rugs, decorations, etc.)
• Protect floors if needed

3. Arrange Access

• For apartments: Book elevator if needed
• For gated communities: Provide access codes
• For businesses: Notify reception/security

4. Be Available

• Be present during the delivery window
• Have your phone accessible
• Prepare a space to inspect items

Upon Delivery

Report Damage Immediately:

• Take photos of any damage
• Note on delivery receipt
• Contact us within 48 hours: support@cagumodu.com

Keep Documentation:

• Save delivery receipt
• Keep packaging for 7 days (in case of issues)
• Take photos of items in good condition

Important Delivery Information

Delivery Timeframes May Be Affected By:

• Public holidays (Australian and Chinese)
• Peak seasons (Chinese New Year, Christmas)
• Extreme weather conditions
• Port congestion
• Customs processing times
• Remote or difficult-to-access locations

We Will Notify You:

• As soon as we become aware of any delays
• With updated delivery estimates
• Throughout the extended timeline

Chinese Public Holidays

Our custom order is affected by Chinese public holidays:

• Chinese New Year: Usually late January - mid February (2-3 weeks)
• National Day: October 1-7 (1 week)

Orders placed during these periods: Production delayed by 1-3 weeks. We'll notify you of impact before order confirmation. Consider ordering earlier if you have a deadline.

Australian Public Holidays

Deliveries are not made on Australian public holidays:

• New Year's Day
• Australia Day
• Good Friday through Easter Monday
• ANZAC Day
• Queen's Birthday
• Christmas Day and Boxing Day

Remote and Regional Delivery

Additional Considerations:

• Extended delivery times (15-25 business days)
• May require freight forwarding services
• Additional delivery fees may apply
• Limited additional services availability

Remote Locations Include:

• Regional towns and rural areas
• Areas more than 100km from major cities
• Islands and offshore locations

Special Arrangements: Contact us for accurate delivery quote. We'll find the best solution for your location.

Failed Delivery Attempts

Reasons for Failed Delivery:

• No one available to receive
• Access denied (locked gates, no access code)
• Unsafe delivery conditions
• Items cannot fit through entrance

What Happens:

• Driver will attempt contact via phone
• If unsuccessful: Item returned to depot
• You'll receive notification of failed delivery
• Storage fees may apply after 5 days

Redelivery:

• Contact us to reschedule
• Redelivery fees may apply
• Must be within 14 days of original attempt

To Avoid Failed Delivery:

• Provide accurate contact information
• Be available during delivery window
• Provide clear access instructions
• Measure entrances before delivery

Contact Us

Customer Support

Email: support@cagumodu.com
Phone: +61 468 069 835

Business Hours (AEST):

• Monday - Friday: 10:00 AM - 6:00 PM
• Saturday - Sunday: Closed

Response Time:

• Email: Within 24 hours (business days)
• Phone: Immediate during business hours

What to Include When Contacting Us

For Order Inquiries:

• Your order number
• Specific question or concern

For Delivery Issues:

• Order number
• Tracking number (if available)
• Description of issue
• Photos (if reporting damage)

For Pickup Scheduling:

• Order number
• Preferred pickup date and time
• Vehicle type (for size verification)

Our Commitment to You

Quality Assurance

Professional Packaging:

• All products securely packaged for international shipping
• Multiple layers of protection
• Water-resistant outer packaging

Quality Checks:

• Inspection before shipping from factory
• Inspection upon arrival in warehouse
• Final check before delivery

Insurance Coverage:

• All shipments fully insured
• Coverage for damage during transit
• Quick claims processing

Customer Satisfaction

We're committed to:

• Transparent communication throughout the process
• Accurate delivery timeframes
• Professional delivery service
• Quick resolution of any issues

Your satisfaction is our top priority. We ensure your furniture arrives in excellent condition and on time.

Questions or Concerns?

Don't hesitate to reach out:

• Email: support@cagumodu.com
• Phone: +61 468 069 835

We're here to help make your delivery experience as smooth as possible!