FAQ's

Frequently Asked Questions

Q

How much will delivery cost?

Delivery fees for all areas are calculated at the checkout. Simply add any product to your cart and enter your postcode in the 'Estimate Delivery' field.

Please be aware of the restrictions listed below for Western Australia, South Australia, Tasmania, Northern Territory and Remote Areas.

Q

 

Will I receive advance notice before delivery? 

Yes. You will receive a phone call with your tracking details once your order has been placed.

Q

Can I pick-up my order? 

Yes, you can collect your order from any of our warehouses located at Blacktown (New South Wales), Hallam (Victoria), Cavan (South Australia) or Macgregor (Queensland). We'll contact you via email or SMS within 5-15 working days of placing your order and advise you when it’s ready for collection.

Please present your driver's licence and the credit card you used to make the purchase when collecting your BedsOnline order.

Warehouse pick-up locations. ONLY available with a booking:

VIC | Hallam Warehouse 
11 Siddons Way, Hallam, VIC 3803
Mon–Fri: 9.30am–11.45am & 12.45pm–1.45pm
Sat: 8.00am–11am (Please call store to confirm Saturday dates – there are limited bookings)

NSW | Sydney Warehouse
Part A, Unit 1, Building 1A
Bessemer Business Park 
13 Bessemer Street Blacktown, NSW 2148
Mon–Fri: 8am–8.45, 9am–11.30, 12pm–2.00pm

SA | Adelaide Warehouse:12 Jonal Drive, Cavan, SA 5094
Mon–Thurs: 9am–3pm
Fri 9am–5pm
Sat 9am–1pm

QLD | Macgregor Warehouse:
555 Kessels Road, Macgregor, QLD 4109
Tue–Sat 9am–12 noon 

Please note: Pick ups are not available on Sundays or Public Holidays.

Should you wish to pick up your furniture please call the store at least 7 days prior to your intended pick-up date. Due to OH&S requirements, our sales staff in store cannot be responsible for the lifting of items when you pick up. Please ensure you bring someone to help you when picking up your items from the stores. Please also ensure, when picking up your items from stores, that you bring adequate wrapping, blanket or materials to transport your items safely. As items are opened and inspected at out warehouse, customer store pick-ups do not come packaged or wrapped.

For your protection you will be asked to show a driver’s license at the time you pick up your furniture. Should you wish to allow a friend or relative to pick up the furniture please notify us at the point of sale.

Please inspect your furniture carefully prior to pick-up. We cannot be held responsible for damage caused after the furniture leaves our premises.


  • Can I request a specific time for delivery?

    Unfortunately, due to our large quantity of deliveries it is really difficult to specify an exact time. Circumstances such as traffic, time spent at previous deliveries and other issues outside of the driver’s control can substantially alter the anticipated time of delivery. We do however offer a service where our drivers will call 1 hour prior to delivery. In most cases this gives the customer the opportunity to get home and meet the driver.

  • I have selected CLICK and COLLECT – can I collect my goods at any time?

    Due to a number of factors we need to ensure our warehouses are manned safely so this means we can only operate on designated and specified times. To ensure we are staffed adequately and that your items (which can be very large in size) are picked, coordinated and ready at our pick-up docks for you – we require that every pick up customer books in for a collection time. We try to be as flexible as possible with these times but unfortunately cannot coordinate unscheduled pick-ups without prior bookings. You must call 1300 112 337 to book in a pick-up time and day. 

  • How do I make a warranty claim?

    At Focus we strive to provide quality products to all of our customers, however on the odd occasion a warranty claim may need to be made. Warranty claims are made by email customerservice@bedsonline.com.au as we will normally require photographs of the item to asses the product. If you need help with this please ring 1300 112 337.
    *Please note: subject to your rights under the ACL, you are responsible for all costs associated with the claim including all freightage and transport costs. You must provide sufficient evidence of proof of purchase to be entitled to claim.

  • I want to purchase online – how do I know if my item is in stock or how long the lead time is?

    Unfortunately, there is no way for us to clearly show stock levels or lead times on our website. For this reason, we request any specific product enquiry, be it stock levels, lead time or any other question be directed to our customer service on 1300 112 337. They will be able to provide very specific detail about all items and may assist you with your online purchasing process.
     

  • Why is there so much rubbish?

    Good question! We like to ensure we use more than adequate packaging to help protect your item as it makes it way to its new home. Ensuring you receive an item undamaged is always our number one priority. This means it might seem like there is lots of packaging, but we want to make sure your new item is 100% protected. Unfortunately – our drivers are usually full booked on the days deliveries – sometimes up to 50 deliveries a day - so as you can imagine, they do not have the space to take with them 50 lots of packaging. Sorry!

  • What does RTA mean when it is listed on the item description?

    RTA means READY TO ASSEMBLE. This means the delivery drivers do not assemble for you and it arrives in the packaging ready for you to assemble when you need. The reason for RTA? Sometimes RTA options reflect our best value items – in order to offer unbeatable value on these items, we ship them ready to assemble which saves on space so we can pass these savings on to you. Our friendly customer service team are always on hand to offer advice or direction on any RTA items – and be confident, RTA items are in most cases very simple to assemble.

  • What if something doesn’t fit in the home?

    Unfortunately, given the nature of bulky goods we cannot offer a refund or cancellation simply because of change of mind or the item not fitting. The item becomes ‘second hand’ once in your home and cannot be re-sold in the same way, even if in your home of a matter of days. Dimensions are always readily available for you so you must measure if you are concerned about items fitting correctly.

    WHAT HAPPENS ONCE I PLACE AN ORDER?

    After placing an order, you will receive an order confirmation email containing your order number, items ordered and your delivery details.
    If you have paid in full, the email is your receipt. For orders not paid by Credit Card or Paypal, the order is not complete until payment is received.
    Once your order is complete, someone will contact you to arrange a suitable delivery time.

    HOW CAN I CHECK ON THE PROGRESS OF MY ORDER?

    You can track the status of your order by emailing us at customerservice@bedsonline.com.au or calling us on
    1300 112 337. Please quote your order number when contacting us.
     

    CAN I ORDER FROM A REAL PERSON, RATHER THAN ONLINE?

    Yes, you can call one of our sleep consultants on 1300 112 337. Our sleep consultants are ready to help you with your order and answer all of your questions.

    DO YOU OFFER INTEREST FREE FINANCING?

    No! sorry we don't have an Interest Free Finance program.


    CAN I USE MORE THAN ONE DISCOUNT CODE?

    Only one discount code can be used at one time. Discount codes cannot be used in conjunction with any other offer. If you have any queries please call 1300 112 337 to speak with one of our sleep consultants to ensure you're getting the best deal possible.

    CAN I PAY BY PHONE?

    Yes. Please call 1300 112 337 and one of sleep consultants will be able to help you with your payment.

    ARE MY PAYMENTS SECURE?

    We employ the highest payment standards online and do not retain any of your credit card information. Payments made using a credit card are authorised using a leading secure credit card SSL facility.

    WHAT CARDS DO YOU ACCEPT?

    We accept all major credit cards Visa, MasterCard& American Express.