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Frequently Asked Questions (FAQs)

Who is behind Woodpay ?

The founders of Woodpay have more than 15 years experience in the industry.

We source our products from leading timber manufacturers and suppliers around Australia, to make sure you only get the high quality products that are widely trusted with warranty support.

Woodpay is an e-commerce company, and that’s why you will find our price is much cheaper than most retail shops.

However, please do not hesitate to contact us if you do find a cheaper price elsewhere.

What if the goods do not arrive ?

All credit card transactions are covered by the customer’s credit card provider (bank) and are fully refundable if goods to do not arrive.

Deliveries will not be left unattended, please ensure someone is home on the day set down for delivery to ensure you receive your goods on time.

What is the refund policy

Any damaged or faulty goods can be returned immediately for replacement or refund.

Can I make a return ?

Please measure carefully. We do not accept returns of left-overs, or incorrect choices.

How much is shipping?

We charge a flat shipping fee of $308 or free for an order more than $4000 if you live in the following metropolitan area : Brisbane, Gold Coast, Sydney, Melbourne, Adelaide, Perth

If you do not live in the above metropolitan area, the shipping charges are based on the weight of the order and distance from the warehouse to your home.

You have the option to pickup from the warehouse closest to you.

What is shipping lead time ?

Shipping lead time is around 10-14 days for typical orders, and 14-28 days for special order products.

All delivery times are estimates. You should not schedule installation until you receive the product.

Please let us know if you wish to schedule the shipping of a project for a specific date or for a number of dates. We will be able to help you organise this particular shipping request.

How can I get samples?

You are able to order 3 samples online for $10 with free shipping and get a $10 credit towards your next purchase.

Please do explore our Visualiser. You are able to take a picture and apply the product to your kitchen,  living room or bedroom. This is actually a much better way to feel how the product will transform your space.


I cannot find the product I am looking for?

If you are searching for a product that is not listed on our website then please contact our sales team at and we will see if we can source this product for you.

Purchases, Returns & Shipping


You are able to pick up the order at our warehouse. Remember to bring your ID to pick up your order. Pickup is available within 3-10 working days after you place your order, depends on the products and availability.

We will notify you when it is ready to pickup. If you haven’t heard from us. Please contact us before you come.

  • If you have paid online, please bring the invoice.
  • If someone else is coming to pick up the order, please let us know who is the person and present a copy of the invoice.

Please check the boxes for any sign of damages and notify the staff immediately. It’s your responsibilities to keep them safe, once they left the warehouse.

Delivery Schedule

It takes about 5 working days to have your order ready for delivery.

You are able to schedule your delivery by telling us in the order note, email or call us directly.

All credit card transactions are covered by your credit card provider (bank) and are fully refundable, if goods do not arrive.

Deliveries cannot be left unattended. So please make sure someone is home on the day of delivery, to ensure you receive your goods on time.

Claims for shortages or damages must be made upon receipt. You should retain mill code information from each box.

For safety reasons, your order is delivered to an accessible, outdoor location like a garage or carport. Carriers will unload a full pallet of flooring and accessories.

Measurement & Quantities

You are responsible for all measurement quantities. Woodpay reserves the right, in its sole discretion, to limit the quantity of any product or of any purchase.


You are responsible for final inspection as to grade, color, finish, defects and other quality issues.

If dissatisfied, DO NOT INSTALL.

Flooring must be fully acclimated to environmental conditions in installation area prior to installation. You are solely responsible for following installation instructions, checking moisture levels in product and subfloor, and ensuring that the product purchased is appropriate for its intended application and job site conditions prior to installing.

A licensed, professional flooring installer is recommended.

Professional Installation

If you need the professional installation, we would be able to recommend some local installers in your region.

If you are a professional installer, we would like to hear from you.

Returns, Exchanges & Refunds

Returns and exchanges must be made within 90 days of receipt and only with a valid receipt of purchase.

Returns or exchanges are not permitted on opened boxes, special or custom orders, close-outs, and odd lots.

Defective product may be exchanged, prior to installation, within 90 days of receipt.
Installed product is considered accepted by you and may not be exchanged or returned for any reason.

Shipping and delivery charges in connection with purchase are non-refundable. Shipping costs relating to a return or exchange are your sole responsibility.

For refunds, cash or check purchases will be refunded by check within 5-10 business days; credit or debit card purchases will be credited back to the account or tender type used for this purchase.

In response to the changing landscape we are making some changes to our current Return & Exchange Policy. In an effort to ensure we do our part to prevent the spread of COVID-19 and out of concern for you, your families and our employees, we have made the decision to suspend returns. Based on this we have extended our Return & Exchange policy for an additional 60 days in order to allow our customers an ample amount of time to return their purchases.


The flooring you purchased is heavy. You are solely responsible for: (i) loading and securing your flooring in your vehicle, (ii) ensuring that your vehicle capacity is not exceeded, (iii) ensuring that your load is properly distributed and secured to prevent movement, and (iv) safe transport and unloading at your destination.

Fitness, Suitability & Use of Product

You are solely responsible for determining the fitness and suitability of products for the use contemplated by you. You shall ensure that (a) the products are used only for the purposes for which they were designed and supplied, (b) all third parties who use or may be affected by the products are given full and clear warning of any hazards associated with them and that safe working practices are adopted and complied with, (c) any warning notices displayed on the products are not removed or obscured, or (d) any third party to whom the products are supplied agrees not to remove or obscure such warning notices. You assume all responsibility for any loss, damage, or injury to persons or property arising out of, connected with, or resulting from the use of products, either alone or in combination with other products.

Prohibited Resale

Without Woodpay’s prior written consent, you are prohibited from reselling products purchased from Woodpay to third parties; provided, however, that you may do so in the event that (i) (a) such third parties are purchasing products from you for installation by you (or its subcontractors) or (b) such third parties are general contractors that are purchasing products from you for the sole purpose of incorporating such products into its project(s) with its customers and (ii) you do not purchase product for purposes of wholesale or retail sales to the public (including, without limitation, through store locations and/or online). If you are authorized to resell products hereunder, then (a) Woodpay shall not be responsible or liable, and you waive any claim against Woodpay, for damages arising from or relating to any products that are sold by you to a third party, (b) you acknowledge and agree that you are not authorized to act as Woodpay’s agent, and (c) you shall not make any representation or warranty on behalf of Woodpay with respect to products other than those provided by Woodpay in writing.

Personal Information

Providing personal information is voluntary and not a condition of sale but no warranty, return or exchange is permitted unless you furnish your name, address and telephone number at time of purchase. Your information is entered into Woodpay’s contact list.

General Provisions

These terms and conditions of sale constitute the entire agreement between the parties and supersede all other communications between the parties relating to the products. No modification or objection shall be caused by Woodpay’s receipt, acknowledgment, or acceptance of purchase orders or other documentation containing different or additional terms.