General Information and Booking Process
How do I place an order?
Firstly, thanks for your interest in Timbermill Rentals! To obtain a quote please add the items you're after to your 'wishlist'. Once you're finished please head to your wishlist, enter your event and contact details and click submit.
A Timbermill Rental Account Manager will be in touch within 48 hours (M-F only) with a quote document/ or with any questions required to prepare a quote. More details on the next steps are found in the below points.
Alternatively, you're welcome to email your enquiry to firstname.lastname@example.org.
I hear you do custom furniture as well? How do I find out about that?
You heard right! You can find our custom portfolio over at www.timbermill.com.au.
I live out of Sydney, is it still an option?
Unfortunately at the moment we are only able to cater to the Greater Sydney region with our delivery & pickup service. Hopefully soon we can extend our offering Australia wide..
If you have your own transport methods please let us know as we would be happy to work with you on a per job basis to get our furniture Australia wide.
How long is a quote valid for?
All Rentals quotes are valid for 30 days only, although please note no order is confirmed until 50% deposit has been paid.
What is your standard hire charge period?
Our standard hire charge period covers a four day hire. For all weekend events, generally we deliver/or you pickup on a Friday and pick up on a Monday. Time specific delivery is also available for weekends, but it really depends on your own event/venue restrictions (additional charges apply for after hours/weekends/time specific deliveries).
We are able to offer long term hire options although this is quoted on a per job basis.
If you have an active booking and would like to extend, please contact your Timbermill Rental Account Manager with as much notice as possible to see if this is possible. We cannot guarantee availability past your confirmed booking date, and 100% payment must be made on the spot to confirm this extension. Please note, additional charges apply if you do not return within your specified booking dates/timings.
What is your booking process?
Once you have your quote, to confirm an order please accept the rental quote via the online link. This enables us to process your order into an invoice. Your account manager will also be in touch to confirm all is ok after you accept your quote.
14 DAYS AND OVER : On confirmation of your quote we send an invoice and require a 50% non-refundable deposit to confirm your order. Please note, no order is confirmed without a deposit. The remaining amount due on your order is due no later than 14 days prior.
14 DAYS AND UNDER: If your rental is within 14 days of booking, 100% is required on the day to confirm your booking. Nothing is confirmed until payment has been received.
*Please note, nothing can leave the Timbermill warehouse until full payment has been received.
What are your payment terms & methods?
We currently accept EFT transfer or credit payments (either via an online link or phone). All payment details can be found on your invoice. Please use your invoice number as a reference in all payment situations.
Please refer to the booking process details for due dates and how to confirm your order.
Do you offer trade discounts?
No unfortunately we do not as the majority of our business is with trade customers so all of our item pricing is as per the website.
What if I want to change my order after paying my deposit?
Yes. If you need to alter your order, we will always do our best to work with you to make changes although cannot guarantee availability for changes.
Although please note if you reduce your order below the 50% deposit paid we cannot refund part of this amount.
What happens if something is lost or damaged?
It is the responsibility of the hirer to pay Timbermill the full cost of restoring the items to good condition, or replacement value if items are returned either damaged or are lost.
How do I get the furniture to my location? Do you offer delivery, pickup and setup?
One of the most logistical and difficult things about what we do – delivery & pickup. We’ve listed our details and notes below to help you get a grasp on how it works and to decide what you would prefer.
Our furniture is pretty heavy, so in most cases we would recommend delivery for our Timbermill rental jobs. Whilst this can be costly, we would always recommend this. We use trusted removalists to deliver, pick up and handle our furniture so all rates are set and non negotiable.
Delivery rates start from $88.00 inc gst per hour (with minimum 2 hour charge) and go up based on timing, location and access.
For delivery, we require you to select a 3 hour time window of either 8am-11am, 11am-2pm, 2pm-5pm for our team to arrive – this is because of things like traffic, previous job delays etc. Once this has been confirmed, we cannot guarantee time changes will be allowed. Items will be placed in a pile at delivery location, and set up is not included as standard. If required, they are also available for setup (excluding lighting). This is charged at an additional cost.
If you require a smaller time window for delivery, a surcharge of $150.00 inc gst applies each way.
When appropriate, clients may pick up the furniture from the Timbermill warehouse. The total hire period must not exceed FOUR DAYS.
Pickup collection is available between 9am-3pm Monday to Friday unless arranged and approved by Timbermill prior. Should you need to arrange an alternate time for collection or return please give as much notice as possible. Additional charges will apply if items are not returned in times allocated.
This is free of charge, but by picking up from us you are also accepting that you are completely responsible for picking up the items yourself. You must bring appropriate vehicles, ropes, tarpaulins and blankets and helping hands to load into your vehicle. Timbermill is not liable for any damages or injury which occur during pickup or transport.
Whilst someone from our team will be on hand to prepare your order, it is the responsibility of the client to provide the labour to load into vehicles.
Please note, it is the responsibility of the client to ensure all quantities are packed and loaded. Timbermill will not bear the costs of items which are missed or not loaded.
Our rental products must be treated with care. If we believe you are inadequately handling the pickup and transport we have the right to cancel the order on the spot.
If you are looking for a method of transportation to arrange yourself we would recommend the following companies:
*TIP: Sometimes, depending on the event you might be better hiring a truck or van and doing all your pickups at one time. Or you could arrange a removal company to do this for you, but they could pick up everything (furniture, florals, alcohol etc) to save multiple delivery charges from all your suppliers.
TRUCK HIRE COMPANIES
- Orana Truck Rental (there is one in Tempe which is close to our Marrickville location)
VAN/UTE HIRE COMPANIES
- ‘Go Get’ Car Share Vans or Utes (you will require a membership)
- Sydney Ute Hire
Please note, setup is not offered as standard. We offer setup of our items (except lighting) for an additional charge of $88.00 inc gst per hour (min 1 hour charge). All of our items requiring a detailed setup come with instruction documents and have all been designed to be assembled quickly and simply.
It is the responsibility of the client to provide clear instruction, floor plans etc for setup.
If you require further assistance with setup and styling, we recommend you get in touch with a stylist, florist or event manager.
What is your cancellation policy?
We understand that sometimes the unexpected happens and we will try and be as accommodating as possible in cancelling your order, but please note the 50% deposit is non-refundable in all situations. If an order is cancelled within 14 days of your pick up/ delivery date the full payment is non-refundable in all situations.
What are the dimensions of the furniture items?
All the dimensions of Timbermill rental items can be found on it’s product listing. If the item is able to be flat packed it will be noted on the description.
It is the responsibility of the client to confirm the items can fit.
If an item requires a detailed setup, it will come with an instruction document. All products have been designed to a simple assembly process.
Do the tables need tablecloths?
All of our tables have been designed to be used without tablecloths. Every table has been coated in a protective clear finish which will protect them from any light spills. Please remember to respect the tables like they are your own.
Is the furniture outdoor suitable?
Whilst we love seeing you use the furniture outdoors in good weather please keep in mind our furniture items are not waterproof and under no circumstances can it be left outdoors in the rain.
Any damage caused by wet weather will render the client liable for charges to repair or replace items.
What happens if it rains on the day of my event?
Unfortunately we are unable to provide a refund in the event of inclement weather. If your event is outdoors we recommend a backup plan in all situations.
Hopefully we’ve helped to answer some of your questions! Please contact us if you have any other questions, as we are always happy to help. Above all, please always remember that our furniture is all handmade in our workshop with love. Please think of it like your own and treat it with the respect it deserves, so that others can continue to enjoy it after you.