FAQs
Do I need an account to purchase from Timber M8?
No — you don’t need an account to place an order.
We accept orders from all customers, including DIYers, builders, and landscapers. Once you place your first order, your details are securely stored in our system to make future purchases quicker and easier.
We also maintain fair pricing across all customers, so having an account does not provide additional discounts.
How can I contact Timber M8?
You can contact us via:
- Email: info@timberm8.com.au
- Phone: [TBC]
Our team is available to assist with orders, product advice, and delivery enquiries.
What are your operating hours?
Our team operates:
- Monday to Friday: 7:00am – 5:00pm
- Weekends & Public Holidays: Closed
Ordering & Payments
What payment methods do you accept?
We accept secure payments including:
- Credit & Debit Cards (Visa, Mastercard, AMEX)
- Apple Pay & Google Pay
- Shop Pay
- PayPal (if enabled)
All payments are processed securely at checkout.
Do you price match competitors?
We do not guarantee price matching.
However, we encourage you to contact us — we’ll always do our best to remain competitive.
To assess a price match request, please provide:
- a written quote, or
- a link to the competitor’s product
Can I change or cancel my order?
Yes — but timing is important.
- Before picking: Changes can usually be made easily
- After picking: A restocking or change fee may apply
- After dispatch (on truck): Changes may be limited and could incur additional delivery or restocking fees
We recommend contacting us as soon as possible to increase the chance of making changes.
Delivery
How much does delivery cost?
Delivery costs are calculated based on:
- your location
- order size and weight
- delivery requirements
The final delivery cost will be shown at checkout or confirmed by our team.
What are your delivery hours?
Deliveries are made:
- Monday to Friday: 7:00am – 5:00pm
Delivery windows may vary depending on route scheduling and order volume.
How long will it take to receive my order?
- Orders placed before 10:00pm are targeted for next business day delivery (Melbourne Metro)
- Regional deliveries typically require a minimum of 48 hours
Delivery timeframes are subject to:
- product availability
- wholesaler processing
- delivery scheduling
Where do you deliver?
We currently deliver across:
- Melbourne Metro
- Regional Victoria (limited areas)
Contact us to confirm availability in your area.
What type of delivery do you offer?
All deliveries are kerbside delivery only.
Drivers will aim to place goods as close as possible to your requested location, but:
- placement beyond kerbside is not guaranteed
- special placement requests must be arranged in advance
- additional charges may apply for difficult access or manual handling
Products & Orders
Do you offer special orders or custom cuts?
Yes.
Some products can be:
- sourced on request
- prepared to specific requirements (e.g. lengths)
These are classified as Special Orders and:
- may require additional lead time
- cannot be returned for change of mind
- are only eligible for return if faulty or damaged
What if my order is incorrect or incomplete?
If there is an issue with your order, please contact us within 24 hours of delivery.
To help resolve the issue quickly, please provide:
- your order number
- a description of the issue
- photos (if applicable)
Our team will review and arrange a resolution as quickly as possible.
Returns & Refunds
What is your return policy?
Returns are assessed on a case-by-case basis.
- Standard stocked items: May be eligible for return (restocking fees may apply)
- Special Orders: Not eligible for return unless faulty or damaged
- Incorrect or damaged goods: Will be reviewed and resolved by our team
All return requests must be submitted promptly after delivery.
Important Information
- Orders are subject to availability and confirmation
- Delivery timeframes may change due to operational factors, weather, or supply constraints
- Customers must ensure safe and clear delivery access
