Frequently Asked Questions
Here you'll find answers to common questions about ordering, delivery, payments, our Trade Program, product certifications, and more. Can't find the answer you're looking for? Contact us!
Orders & Pricing
Do you have a minimum order quantity?
Do you have a minimum order quantity?
We supply from single sheets to thousands. No order is too small or too large.
Do you offer project pricing?
Do you offer project pricing?
Yes. We provide competitive pricing for bulk orders and commercial projects. Contact us for a quote.
Do I need to order online?
Do I need to order online?
No, you can order online for convenience, or speak directly with our sales team. We're here to help either way.
Can I cancel or change my order?
Can I cancel or change my order?
Before production starts: Contact us immediately. If we have not yet begun cutting or preparing your order, we will do our best to accommodate changes or cancellations.
After production begins: Because we cut and prepare orders to your specifications, we generally cannot cancel or make changes once production is underway.
If your order has already been completed or dispatched, all sales are final. However, if you have genuinely ordered incorrectly, you may contact us to request approval for a return. We assess these requests on a case-by-case basis, and if approved:
- Items must be unused and in original packaging
- A 20% restocking fee applies
- You will be responsible for return freight costs
Please contact us as soon as you realise there is an issue - the earlier you reach out, the more options we may have available.
For full details, please refer to our refund policy.
What if there is a problem with my order?
What if there is a problem with my order?
We take great care with every order, but if something is not right, we are here to help.
Please inspect your goods immediately upon delivery. If any items are damaged, faulty, incorrect, or missing, you must notify us in writing within 2 business days of receiving your delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
We will review your claim and, where deemed reasonable, we will repair, replace, or refund the affected item(s) at our discretion.
Important notes:
- Claims must be made within 2 business days and goods must remain unused
- A fault in one product does not entitle you to reject your entire order
- Claims made after 2 business days may not be eligible for resolution
For full details, please refer to our refund policy.
What is your returns policy?
What is your returns policy?
All online sales are final and non-refundable, as orders are cut and prepared to your specifications.
We will accept returns only if:
- The product is faulty; or
- We cannot fulfil your order due to stock availability
Change-of-mind returns are not accepted. However, if you have genuinely ordered incorrectly or no longer require an item, you may contact us to request approval for a return. We assess these requests on a case-by-case basis, and if approved:
- Items must be unused, undamaged, and in original packaging
- A 20% restocking fee applies
- Delivery charges are non-refundable
- You will be responsible for return freight costs
Important: Returns must be approved in writing before sending goods back. Goods returned without prior approval may not be accepted. No refunds will be issued for returned goods that arrive damaged or are deemed not resellable.
For full details, including information on faulty goods and stock availability, please refer to our refund policy.
How do I initiate a return?
How do I initiate a return?
You must contact us for written approval before returning any goods. Returns sent without prior approval may not be accepted.
To request a return, please contact us with:
- Your order number
- The item(s) you wish to return
- The reason for your return request
We will assess your request and, if approved, provide you with return instructions.
Please note:
- Returns are only considered for unused items in original packaging
- A 20% restocking fee applies to approved returns
- You will be responsible for arranging and paying for return freight
- Delivery charges are non-refundable
Custom Orders & Samples
Can you supply products not listed on your website?
Can you supply products not listed on your website?
Yes. We can manufacture custom veneered panels up to 3600 × 1200 mm and press custom laminates in most cases. We also have access to our suppliers' full product ranges beyond what is available online.
If you're looking for a specific product, material, or size that you cannot find on our website, please contact us to discuss your requirements.
Can I order samples?
Can I order samples?
Yes, we provide samples for most of our products. Available samples are listed on our website and can be ordered directly online - they are free, though shipping charges apply.
If you need a sample of a product not listed online, please contact us and we will do our best to help.
Important note: Natural timber products can vary in colour and grain between batches. If you need an exact match for your project, please contact us and we can provide a batch control sample from your specific production run.
Prefer to see products in person? Contact us to arrange a visit to our showroom in Somerton to view our full range and tour our manufacturing facility.
Can you cut, edge band or machine panels?
Can you cut, edge band or machine panels?
No, we do not offer cutting, edge banding, or machining services. We supply full sheets and panel products only.
However, we can manufacture custom veneered panels up to 3600 × 1200 mm and press custom laminates to your specifications. If you need panels cut to size or require fabrication services, we recommend contacting a local cabinet maker or joinery shop.
If you have questions about what we can manufacture or customise, please contact us.
Delivery & Logistics
What are your delivery timeframes?
What are your delivery timeframes?
Your total delivery time depends on how long it takes us to prepare your order (processing) plus how long it takes to ship to your location (shipping).
Processing time:
This is how long it takes us to prepare your order before it ships. Processing times are shown on each product page and vary depending on whether items are in stock, made to order, or on backorder. Processing times exclude delivery.
Shipping time:
Once your order is ready, shipping time depends on your location and delivery method:
- Local delivery: If you are a trade customer within 100 km of our Somerton facility with a commercial address and forklift available, expect delivery within 1–3 working days
- Nominated freight handler: We aim to ship to your nominated drop-off point within 48 hours
- Standard delivery: You will see an estimated shipping timeframe at checkout based on your location
Please note that lead times are estimates and not guaranteed. If your order will take longer than expected, we will contact you to discuss options.
Need your order urgently? Contact us before ordering to discuss express delivery.
For more information, visit our processing lead times and shipping policy.
What are your delivery costs?
What are your delivery costs?
Delivery costs depend on your location, product type, and order size. You can view estimated costs on product pages, and the exact cost will be calculated in your cart at checkout.
Delivery options include:
- Free pickup from Somerton or Braeside
- Trade local delivery with forklift (flat rate within 100 km of Somerton)
- Panel products (weight-based rates across Australia)
- Lightweight items (flat rate Australia-wide for edge banding, oils, veneers, etc.)
- Samples (free standard post in Victoria, $15 interstate shipping)
For regional or remote locations, or if you have specific delivery requirements, please contact us for a quote.
Do you deliver Australia-wide?
Do you deliver Australia-wide?
Yes, we deliver to all Australian locations, including metro, regional, and remote areas. You will see shipping options and estimated timeframes for your address at checkout.
Delivery requirements: For residential and light commercial addresses, we deliver via kerbside drop-off. Your location must:
- Be accessible by a minimum 4-tonne delivery vehicle
- Have safe truck parking space available
- Have an accessible drop-off space near the kerb
We cannot deliver to properties with steep hills, gravel or unsealed roads, narrow laneways, or restricted access.
If you have concerns about access, please contact us before your scheduled delivery. Return delivery charges will apply if we cannot safely complete delivery.
For locations outside our standard delivery zones or if you have specific delivery requirements, please contact us for a quote.
Do you deliver to construction sites?
Do you deliver to construction sites?
Yes, we deliver to construction sites that meet our delivery requirements.
Important requirements:
- The site must be accessible by a minimum 4-tonne delivery vehicle
- Safe truck parking space must be available
- We cannot deliver to sites with steep hills, gravel or unsealed roads, narrow laneways, or restricted access
- You must have a clear 5m × 3m unloading space available next to the delivery vehicle
Unloading:
- We strongly recommend having a forklift on site for safe unloading
- If no forklift is available, you must have at least 2 able-bodied people present to hand unload
- Our drivers cannot assist with unloading for occupational health and safety reasons
- Individual panels can weigh over 65 kg
Please note: We do not have crane trucks. Delivery is kerbside drop-off only - you will need to move panels to their final location after our driver departs.
If you have any concerns about site access or unloading, please contact us before your scheduled delivery. Return delivery charges will apply if we cannot safely complete delivery.
For full details, please refer to our delivery safety guidelines.
Do you offer express delivery?
Do you offer express delivery?
Yes, express delivery is available for sample orders to Victorian addresses and can be selected at checkout.
For panel products, we may be able to arrange expedited delivery depending on stock availability and your location. Please contact us before placing your order to discuss options and obtain a quote.
Can I pick up my order?
Can I pick up my order?
Yes, you can collect orders from our Somerton or Braeside facilities. Please note all pickups require a minimum 4 hours notice.
Somerton
- Address: 52–58 Fillo Drive, Somerton VIC 3062
- Hours: 8.00am – 2.00pm, Monday to Friday (excluding public holidays)
Braeside
- Address: 14 Endeavour Way, Braeside VIC 3195
- Hours: Vary - contact us to arrange pickup time
Pickup requirements:
- In-stock items: Contact us at least 4 hours before you plan to collect so we can prepare your order
- Made-to-order items: Available for pickup once manufacturing is complete (typically 10–15 business days). Contact us at least 4 hours before collection
- Stock transfers to Braeside: 2–4 business days from Somerton. Contact us at least 4 hours before collection
Loading: Please be prepared to load goods yourself. We may be able to use a forklift to load items into your truck or ute tray if it can be done safely, but this cannot be guaranteed.
You can select pickup at checkout or contact us to arrange collection.
How do I track my order?
How do I track my order?
Before dispatch: While your order is being processed or manufactured, you can contact us for an update on progress and expected completion timeframes.
After dispatch: Once your order has been dispatched, we will send you tracking information via email where available. Please note that tracking may not be available for all delivery methods (such as nominated freight handlers).
If you have not received tracking information within the expected timeframe or have questions about your delivery, please contact us.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order has not been processed or dispatched yet, contact us immediately and we will do our best to update your shipping address.
Once your order has been dispatched, we are unable to change the delivery address.
The earlier you contact us, the better chance we have of making the change before dispatch.
Payment & Credit Terms
What payment methods do you accept?
What payment methods do you accept?
Online orders: We accept the following payment methods on our website:
- Major credit cards (including Visa, Mastercard, American Express)
- Apple Pay
- Google Pay
Payment is required at checkout for all online orders.
Orders with our sales team: For orders placed through our sales team, we accept:
- Credit card (via EFTPOS)
- Direct bank deposit
Please note: We do not have cash facilities available at our locations.
Do you offer credit terms?
Do you offer credit terms?
Yes, we offer credit terms to eligible customers for orders placed through our sales team. Credit terms are not available for online orders.
To apply for credit terms:
- Contact us to discuss your requirements and eligibility
- We will explain the application process and provide you with a credit application form
- Complete the credit application form and provide trade references
- Submit the form for credit assessment and approval
Credit terms typically include options such as 30-day end-of-month accounts, subject to approval and credit limits.
Please note: Credit terms are only available for orders placed directly with our sales team. All online orders require payment at checkout.
Do you accept purchase orders?
Do you accept purchase orders?
Yes, we accept purchase orders for orders placed through our sales team.
To place an order using a purchase order, please contact us with your PO and we will process your order accordingly.
Trade Accounts
What is your Online Trade Program?
What is your Online Trade Program?
Our Online Trade Program offers trade customers exclusive discounts, trade-only products, and growing rewards as you order.
The program has three tiers:
TRADE5 (Level 1)
- 5% off all online orders
- Access to trade-only products
- Volume discounts
- Exclusive trade deals up to 30% off
TRADE10 (Level 2)
- 10% off all online orders
- All TRADE5 benefits
- Dedicated account manager
- Automatically unlocked after spending $10,000 online
Level 3 (by invitation only)
- 10% off all orders (online and with sales team)
- All TRADE10 benefits
- Project pricing
- 30-day credit terms (on application)
All discounts apply automatically at checkout - no codes needed. Plus, bulk discounts stack on top for even bigger savings.
Who can join the Trade Program?
Who can join the Trade Program?
Our Trade Program is designed for businesses purchasing timber veneer and panel products for commercial use, including:
- Builders and contractors
- Manufacturers
- Architects and designers
- Interior designers
- Cabinet makers and joiners
- Shopfitters
- Laser Cutters
- Sign Makers
To qualify, you must have an Australian Business Number (ABN) and be purchasing for business purposes.
How do I sign up for the Trade Program?
How do I sign up for the Trade Program?
Signing up is quick and easy:
- Complete the online application form with your ABN
- We will review your application (usually within 24 hours)
- Once approved, you can log in and start saving immediately with TRADE5 (5% off)
You will receive an email confirmation once your account is approved.
What discounts do I receive?
What discounts do I receive?
Your discount depends on your tier level:
- TRADE5: 5% off all online orders
- TRADE10: 10% off all online orders (unlocked after $10,000 spend)
Discounts apply automatically at checkout - no codes needed. Volume discounts and exclusive trade deals stack on top of your base discount for additional savings.
Does my trade discount expire?
Does my trade discount expire?
No, your trade discount is permanent and does not expire.
Once you reach TRADE10 status (after spending $10,000 online), your 10% discount remains active permanently.
How do I upgrade to TRADE10?
How do I upgrade to TRADE10?
You are automatically upgraded to TRADE10 once you spend $10,000 or more online. No application needed - we will notify you when you reach this milestone and your discount will increase from 5% to 10%.
Most active trade customers reach TRADE10 within 2-3 months.
Already spent $10,000 with us? If you have been purchasing through our sales team or across multiple accounts, contact us and we can set you up with TRADE10 immediately.
How do I access my trade account?
How do I access my trade account?
Simply log in to our website using the email address you registered with when creating your trade account.
If you have forgotten your password, use the password reset option on the login page.
Can my team share a trade account?
Can my team share a trade account?
Each trade account uses one email address. We recommend setting up a central purchasing email (e.g., purchasing@yourcompany.com.au) that your team can access.
If you need to change the email address associated with your account, please contact us.
Do I have to order online?
Do I have to order online?
No, you can order through our sales team via phone or email and still receive your trade discount.
Your TRADE5 or TRADE10 discount applies to all orders - whether you shop online or directly with our sales team. Just let us know you have a trade account when placing your order.
Already a customer with our sales team? We can set you up with online access to your trade pricing. Contact us and we will get you started.
The Online Trade Program simply offers a faster, more convenient way to shop with instant access to pricing, stock availability, and your order history.
Sustainability & Certifications
Do you offer FSC and PEFC certified products?
Do you offer FSC and PEFC certified products?
Yes, most of our products are available with PEFC or FSC® certification, subject to availability.
We maintain full chain-of-custody certification and can provide the necessary documentation for all certified products to support your project requirements.
Planning a project that requires certified materials? Please contact us before ordering to confirm availability and ensure we can meet your certification needs.
Do you offer low-formaldehyde emission products (E0/E1)?
Do you offer low-formaldehyde emission products (E0/E1)?
Yes, we stock a comprehensive range of E0 and E1 rated products for projects requiring low formaldehyde emissions.
Emission ratings are listed on each product page on our website. If you need help selecting the right product for your project requirements, please contact our team.
Do you have Green Star compliant products?
Do you have Green Star compliant products?
Yes, we supply products that meet Green Star requirements and can provide all necessary documentation to support your Green Star project submission.
If you are working on a Green Star project, please contact us to discuss your specific requirements and we will help identify suitable products and provide the required certification documentation.
Do you supply fire-rated products?
Do you supply fire-rated products?
Yes, we supply products that meet fire rating requirements for commercial projects, including government buildings, schools, hospitals, and other regulated applications.
Fire rating requirements vary based on building classification (Group 1, 2, 3, etc.) and project specifications. We stock products designed for fire-rated applications and can help you:
- Select products that meet your specific fire rating requirements
- Navigate relevant standards and compliance documentation
- Provide certificates and technical data sheets for approval
Contact us early in your project planning to ensure you specify the right products and have the necessary documentation for compliance.
Can you help with project specifications?
Can you help with project specifications?
Yes, our experienced team can assist with project specifications and product selection.
We can help you:
- Select the right products for your application and budget
- Value engineer projects without compromising quality or compliance
- Ensure products meet fire rating, acoustic, and environmental requirements
- Write or review specifications for accuracy and compliance
- Provide technical documentation and certificates for submission
Whether you need help choosing the right product, meeting compliance standards, or optimising your specification, we are here to support your project.
Can you provide technical data sheets and certificates?
Can you provide technical data sheets and certificates?
Yes, technical data sheets are available on our website for most products. We can also provide additional documentation as required, including:
- Chain-of-custody certificates (FSC/PEFC)
- Fire rating certificates
- Acoustic rating documentation
- Other compliance certificates
If you cannot find the documentation you need on our website, please contact us.
Explore Bord Products
Our Melbourne facility produces hundreds of veneer and laminate panels daily, giving us total control over timeframes and quality.
Visit Our Showroom
Get expert advice on material selection for your project and see our entire range of veneers and laminates in person.
Specify Sustainable
We support sustainable forest management in Australia and across the globe. Look out for certified products on our website or speak to us.