FAQ

  Catalogues & brochures 1.   Does DOSmith have catalogues?  
 
  Security
 1.   How safe is it to give my credit card details online?  
 
  Ordering & payment
1.       Does DOSmith give volume discounts?
 
2.       How can I place an order?  
 
3.       What methods of payment does DOSmith accept?  
 
4.       What happens if I cancel my order?  
 
5.       What happens once I’ve placed my order?  
 
  Delivery
 1.   What is DOSmith’s delivery policy?  
 
 2.   When can I expect my order?  
 
 3.   How does DOSmith calculate delivery times?  
 
 4.   What if I'm unable to take delivery of my order when its ready?  
 
 5.   What if my delivery contains damaged goods?  
 
  Customer service
 1.   How do I contact DOSmith?  
 
 2.   What if I have a complaint?  
 
  Policies
1.       How will DOSmith use my personal details?  
 
2.       Does DOSmith have a returns & cancellations policy?  
 
3.       What is DOSmith’s warranty policy?
 
4.       What is DOSmith’s environmental policy?
 
5.       What is DOSmith’s timber purchasing and use policy?
 
 

Catalogues & brochures
Does DOSmith have catalogues?  
DOSmith prints a catalogue that is available through pdf or can be mailed through our inquiry formor by contacting us by phone.
 
Security
How safe is it to give my credit card details online?  
None of the customers who have shopped at DOSmith have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet. If you still prefer not to send your credit or debit card number over the Internet you can place your order by telephone on 0297574022.
 
Ordering & payment
Does DOSmith give volume discounts?
DOSmith’s customer service team is happy to talk to you about volume discounts. Very large orders can qualify for even bigger savings.
 
How can I place an order?  
You can order online simply by clicking the "Buy Now" button next to the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click on the "Proceed to Checkout" button which takes you to our secure checkout. You may then enter your delivery and billing information and credit card details and submit your order via our secure server. Alternatively, you can call us on 0297574022 to place your order by phone.
 
What methods of payment does DOSmith accept?  
We accept MasterCard and Visa cards as well as business cheques and bank or building society cheques (all cheques made payable to "DOSmith & Sons Pty Ltd"). Telegraphic transfers and direct deposits are also accepted.
 
What happens if I cancel my order?  
See our Cancellation and Return polices for a full description.
 
What happens once I’ve placed my order?  
Within 24 hrs a confirmation of order acceptance will be emailed. Manufacture of your order will commence (unless your products are in stock). Once your goods are available you will be contacted by email or telephone to arrange delivery.
 
Delivery
What is DOSmith’s delivery policy?  
Large items are transported directly to business or site by carrier or courier. International shipping will be by quote only and contact will be made by email and or phone before shipping.
 
When can I expect my order?  
Delivery times vary according to the product ie whether it is a stock product or production or customized item. Approximate times are given next to each product description but these may vary depending on how busy the factory is when you place your order. We will endeavour to notify you as soon as possible of any delays we are made aware of. Generally, when more than one item is ordered all items will be delivered at the same time.
 
How does DOSmith calculate delivery times?  
Every item in our range has its own unique delivery time that is up-dated daily to reflect changes in the supply-chain. Many items are manufactured to order and the delivery time reflects the time it takes us to deliver it to your site. Long delivery times are not unique to DOSmith, they are the norm with virtually all furniture manufacturers. By making and delivering your furniture to order we are able to offer you the broadest choice of furniture possible, allowing you to choose the item that is just right for you. If a fast delivery time is important to your purchasing decision we recommend that you browse our site further to see if there is an item with a shorter delivery time. Stock items all have delivery times of 2 weeks or less. Items in our Clearance Sale area are currently in stock and sold on a first come first served basis.
 
What if I'm unable to take delivery of my order when it’s ready?  
Building projects are frequently delayed. If you are unable to take delivery of your order when it is ready we will store it for you free of charge for 7 days. Beyond this time period we are obliged to charge a weekly storage fee of $50 per week per cubic metre.
 
What if my delivery contains damaged goods?  
This happens infrequently, but sometimes furniture sustains minor damage during shipping or contains a manufacturer’s defect. If this occurs, contact us immediately on 0297574022. If items need to be returned please keep the original packaging. Please be sure to note any damage or shortage on the delivery receipt before signing for a shipment. Remember, title of goods passes to the purchaser when a shipment is accepted for transportation by the carrier. When you sign for a shipment, you are indicating that all cartons shown on the receipt are present and in good condition. If this is not true, be sure to note the discrepancy and have the driver initial it. For large items or items shipped assembled, open all cartons immediately while the driver is present. Do not discard the cartons until you know the contents are in good condition. Please report the damage to us immediately if the item is an assembled piece or if the damage involves a part that can't be replaced. We are unable to provide large parts or replacements free of charge if the damage has not been noted by you or the driver on the delivery receipt at the time of delivery .
Note: The above does not apply to deliveries arranged by the customer. No responsibility for damaged freight will be borne by DOSmith if the customer arranges his own transport. We will do our best to ensure the freight is packed securely to avoid damage in transport. Once the freight leaves the premises of DOSmith any liability for damage is the customers responsibility.
                                 
Customer service
How do I contact DOSmith?  
DOSmith can be contacted by email or telephone on 0297574022. Our Sales office operates between 8.30am and 4.00pm Monday to Friday. Emails received during these hours will usually be answered within two working days.
 
 
 
 
What if I have a complaint?  
We are determined to provide the easiest and best way to buy furniture online, and we are not satisfied unless all our customers are delighted with their purchase and their experience of shopping at DOSmith. In the unlikely event that you do not enjoy your experience of shopping with us, please tell us by email or telephone us on 0297574022. We will acknowledge your complaint within one working day and will do our very best to resolve it speedily as possible.
 
Policies
How will DOSmith use my personal details?  
DOsmith has a strict privacy policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.
 
Does DOSmith have a returns & cancellations policy?  
The following applies only to stock (non customized or modified items):
If the order has arrived but you do not want to accept it for any reason you have 7 days after delivery to declare it. Please call us at 0297574022 immediately and we will arrange the pick up. No orders will be accepted back without prior authorization by DOSmith. The refund for your order is the full amount of your order less all delivery charges and a 30% restocking fee. Both the original freight fee and the return freight will be paid by the purchaser. All returned products must be in original condition and packaging; otherwise, additional charges may be applied.
For all other items:
Modified and custom made items will not be accepted for return due to their manufacture for specific purpose which renders them unsuitable for general sale.
Additionally:
Throughout the ordering process you will be prompted to check the box reading: "I agree in full to terms and conditions of sale by DOSmith" . By checking this box you agree to accept in full all terms and conditions listed on DOSmith including our Returns & Cancellation Policy and such acceptance will be in lieu of customer’s legal signature.
 
Items must be returned in their original cartons in new condition; the customer must carton and prepare the shipment no matter the reason for the return. The customer is responsible for return freight and must make their own arrangements for return shipment. The customer is responsible for return freight for orders cancelled while in transit. Extra services requested for the original shipment such as inside delivery or air shipment are not refundable. Defective items and parts reported within the 7 day return period will be replaced or repaired by DOSmith at our discretion. Since defective items are replaced/repaired, the customer may not refuse to pay return freight charges.
 
What is DOSmith’s warranty policy?  
DOSmith extends to the original purchaser from the date of purchase a 12 month limited warranty against manufacturing defects in material and workmanship.   If a DOSmith product fails to perform because of a manufacturing defect, DOSmith will examine it.   The customer is responsible for return freight costs to DOSmith Head Office in Wetherill Park NSW. If found defective, it will be repaired or replaced at our option.   This warranty applies only to DOSmith products acquired directly from DOSmith or from Authorized DOSmith Dealers and Agents.
This warranty does not apply to any product which has been subject to misuse, negligence, or accident (see below); has been damaged in shipment, storage, or installation; has been misapplied or has been modified or repaired by unauthorized persons or been repaired with non-standard DOSmith replacement parts.   This warranty specifically excludes claims for indirect, incidental or consequential damages arising in any way from a product defect.   This warranty is exclusive, and exists in lieu of all other warranties, either expressed or implied.
 
What is not covered:
Failure caused by unreasonable or abusive use.
Failure caused by neglect of reasonable and necessary care and maintenance
Normal fading of fabrics or upholstery materials
Acts of Nature
Changes in wood color due to the natural aging of the wood.
 
What is DOSmith’s environmental policy?
It is the Policy of   DOSmith & Sons Pty Ltd and affiliated distributors, agents and companies, wherever they conduct activities and business, to ensure that strict operational procedures are identified to give proper regard to the conservation of the environment. In implementing this Policy DOSmith & Sons Pty Ltd fully recognize the importance of complying with the requirements of relevant local legislation and also promoting the appropriate measures to safeguard the environment.
 
What is DOSmith’s timber purchasing and use policy?
DOSmith & Sons Pty Ltd is committed to the sustainable management of forest resources. Due to the constantly changing logging restrictions both within Australia and overseas DOSmith & Sons Pty Ltd   is required to use a number of suppliers of quality raw and finished timber products. At all times DOSmith & Sons Pty Ltd attempts to verify suppliers use timbers that are part of sustainable managed forests, the following links provide polices and information regarding the sustainability of timbers purchased by DOSmith & Sons Pty Ltd from its suppliers.
 
Links:
Queensland Timber
http://www.timberqueensland.com.au/images/tq%20forest%20certification%20policy%20feb05.pdf
IFA Policy statement
http://www.forestry.org.au/pdf/pdf-public/policies/Statement-v2-2-NativeForests.pdf
Tasmanian Timber
http://www.tastimber.tas.gov.au/sustainability/sustainability.asp
NSW Forests
http://www.forest.nsw.gov.au/esfm/default.asp
Gunns WA
http://www.gunnswa.com.au/

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