Castle and Cubby are in the business of building dreams and memories so it is of utmost importance to us that our clients have a great experience of our business and our products to ensure we keep the dreams alive.
We 100% stand by our product quality and guarantee that if you experience any issues from the hand manufacturing process or through fault from the shipping process, we will absolutely repair if required, and in a rare case where repairs will not do the job, we will absolutely replace the product at no cost to you.
Understandably as a small business we cannot refund for change of mind upon receiving the product. To ensure you know what to expect we ask you to do due diligence and review our 5 Star Google reviews, client testimonies, and our images to ensure our product will meet your expectations. We know it will!
Also, be sure to read our care and maintenance guide to be prepared for being the owner of a truly beautiful timber product.
Call us anytime for ANY questions, we are here to help.
The BIG kids at Castle and Cubby
Castle and Cubby ("we" and "us") is the operator of (https://www.castleandcubby.com.au) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
All orders are built to order, we do not carry stock on hand of any items.
Our turnaround time vary depending on seasonality and size of order, and can range from a few weeks up to 16 weeks. This period starts when a deposit or payment in full has been made to confirm your order and the last date is when it is available for despatch from our workshop.
How can/will I receive my goods?
- You may pick up from our workshop in Bayswater VIC upon notification that the goods are ready to be collected.
- We can arrange transport to your location using our trusted network of freight companies. Depending on the size of your order and your location we may use usual freight companies or removalists.
- You may organise your own transport and we can provide the dimensions of the product to assist. There may be a handling cost charged to account for your specific transport needs such as wrapping or assistance loading.
Where Castle and Cubby are organising freight on your behalf, we reserve the right to choose the most appropriate shipping carrier that will ensure safe passage as well as costs that do not exceed the amount charged at the checkout or in a manual quote.
Once your item has left our workshop it is no longer in the control of Castle and Cubby and as such any issues relating to the delivery and condition of goods upon arrival will need to be managed by you with the 3rd party shipping supplier. Where you are having difficulties with this process, Castle and Cubby can and will attempt to assist where possible.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
3.1 Return Due To Change Of Mind
Castle and Cubby will happily accept returns due to change of mind as long as a request to return is received by us within 10 days of receipt of item and are returned to us in resell-able condition within 30 days.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
Castle and Cubby will refund the value of the goods returned but will not refund the value of any shipping paid.
3.2 Warranty Returns
Castle and Cubby will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
A warranty claim form will need to be completed within this time frame including images of the item and a detailed description of the issue.
Castle and Cubby will arrange for repair of the faulty item or component first if possible and if not possible will arrange for full replacement of the faulty item or component at not cost to you the client.
Where a warranty claim has been submitted within 90 days of receipt of goods, you can expect Castle and Cubby to process your warranty claim within 7 days.
Once a warranty claim is confirmed we aim for full resolution within 30 days.
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days, however delays can occur due to a number of unforseen issues such as weather events, lockdowns and
4.3 Dispatch Time
Orders are usually dispatched within 4-6 weeks of payment of order.
Our warehouse operates on Monday - Friday 7am - 3pm, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Please note that significant changes to delivery address may result in delayed arrival.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.8 Delivery Time Exceeded
You will be notified ahead of time of any expected delays to our expected build completed date.
5. Tracking Notifications
Upon dispatch, customers may receive a tracking link directly from our usual freight suppliers from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. Where removalists are used instead they will need to be contacted directly by you for updates. Where you are not able to communicate with the shipping supplier we may be able to assist you.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website.
If you change your mind before you have received your order, we are able to accept cancellations up to 1 week prior to your build starting. If you are seeking a cancellation after your order has begun build then we will need to assess a cancellation request and base decisions on the liklihood of resale opportunity for Castle and Cubby. As we build to order and provide a high level of customisation this may not always be possible.
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a repair, replacement or refund as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a replacement or refund as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at firstname.lastname@example.org
Last updated: April 19, 2023
Interpretation and Definitions
The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Account means a unique account created for You to access our Service or parts of our Service.
Affiliate means an entity that controls, is controlled by or is under common control with a party, where "control" means ownership of 50% or more of the shares, equity interest or other securities entitled to vote for election of directors or other managing authority.
Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Rock Chucker Pty Ltd - Trading as Castle & Cubby, 9/26 Longstaff Rd, Bayswater VIC 3153.
Cookies are small files that are placed on Your computer, mobile device or any other device by a website, containing the details of Your browsing history on that website among its many uses.
Country refers to: Victoria, Australia
Device means any device that can access the Service such as a computer, a mobile phone or a digital tablet.
Personal Data is any information that relates to an identified or identifiable individual.
Service refers to the Website.
Service Provider means any natural or legal person who processes the data on behalf of the Company. It refers to third-party companies or individuals employed by the Company to facilitate the Service, to provide the Service on behalf of the Company, to perform services related to the Service or to assist the Company in analising how the Service is used.
Usage Data refers to data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
Website refers to Castle & Cubby, accessible from http://www.castleandcubby.com.au
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Collecting and Using Your Personal Data
Types of Data Collected
While using Our Service, We may ask You to provide Us with certain personally identifiable information that can be used to contact or identify You. Personally identifiable information may include, but is not limited to:
First name and last name
Address, State, Province, ZIP/Postal code, City
Usage Data is collected automatically when using the Service.
Usage Data may include information such as Your Device's Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that You visit, the time and date of Your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
When You access the Service by or through a mobile device, We may collect certain information automatically, including, but not limited to, the type of mobile device You use, Your mobile device unique ID, the IP address of Your mobile device, Your mobile operating system, the type of mobile Internet browser You use, unique device identifiers and other diagnostic data.
We may also collect information that Your browser sends whenever You visit our Service or when You access the Service by or through a mobile device.
Tracking Technologies and Cookies
- Web Beacons. Certain sections of our Service and our emails may contain small electronic files known as web beacons (also referred to as clear gifs, pixel tags, and single-pixel gifs) that permit the Company, for example, to count users who have visited those pages or opened an email and for other related website statistics (for example, recording the popularity of a certain section and verifying system and server integrity).
Cookies can be "Persistent" or "Session" Cookies. Persistent Cookies remain on Your personal computer or mobile device when You go offline, while Session Cookies are deleted as soon as You close Your web browser.
We use both Session and Persistent Cookies for the purposes set out below:
Necessary / Essential Cookies
Type: Session Cookies
Administered by: Us
Purpose: These Cookies are essential to provide You with services available through the Website and to enable You to use some of its features. They help to authenticate users and prevent fraudulent use of user accounts. Without these Cookies, the services that You have asked for cannot be provided, and We only use these Cookies to provide You with those services.
Cookies Policy / Notice Acceptance Cookies
Type: Persistent Cookies
Administered by: Us
Type: Persistent Cookies
Administered by: Us
Purpose: These Cookies allow us to remember choices You make when You use the Website, such as remembering your login details or language preference. The purpose of these Cookies is to provide You with a more personal experience and to avoid You having to re-enter your preferences every time You use the Website.
We use Google Analytics - How your data is shared and how you can opt out of this
Castle & Cubby uses Google Analytics to assess our website traffic, trends, locations, devices and other information that is gathered through Google's own data collection. The use of Google Analytics allows us to create targeted ad campaigns by region, demographic identifiers and previous use of our website.
And you can opt out of Google collecting your data for this purpose here: https://tools.google.com/dlpage/gaoptout
Use of Your Personal Data
The Company may use Personal Data for the following purposes:
To provide and maintain our Service, including to monitor the usage of our Service.
To manage Your Account: to manage Your registration as a user of the Service. The Personal Data You provide can give You access to different functionalities of the Service that are available to You as a registered user.
For the performance of a contract: the development, compliance and undertaking of the purchase contract for the products, items or services You have purchased or of any other contract with Us through the Service.
To contact You: To contact You by email, telephone calls, SMS, or other equivalent forms of electronic communication, such as a mobile application's push notifications regarding updates or informative communications related to the functionalities, products or contracted services, including the security updates, when necessary or reasonable for their implementation.
To provide You with news, special offers and general information about other goods, services and events which we offer that are similar to those that you have already purchased or enquired about unless You have opted not to receive such information.
To manage Your requests: To attend and manage Your requests to Us.
For business transfers: We may use Your information to evaluate or conduct a merger, divestiture, restructuring, reorganisation, dissolution, or other sale or transfer of some or all of Our assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which Personal Data held by Us about our Service users is among the assets transferred.
For other purposes: We may use Your information for other purposes, such as data analysis, identifying usage trends, determining the effectiveness of our promotional campaigns and to evaluate and improve our Service, products, services, marketing and your experience.
We may share Your personal information in the following situations:
- With Service Providers: We may share Your personal information with Service Providers to monitor and analyse the use of our Service, to contact You.
- For business transfers: We may share or transfer Your personal information in connection with, or during negotiations of, any merger, sale of Company assets, financing, or acquisition of all or a portion of Our business to another company.
- With business partners: We may share Your information with Our business partners to offer You certain products, services or promotions.
- With other users: when You share personal information or otherwise interact in the public areas with other users, such information may be viewed by all users and may be publicly distributed outside.
- With Your consent: We may disclose Your personal information for any other purpose with Your consent.
Retention of Your Personal Data
The Company will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of Our Service, or We are legally obligated to retain this data for longer time periods.
Transfer of Your Personal Data
Your information, including Personal Data, is processed at the Company's operating offices and in any other places where the parties involved in the processing are located. It means that this information may be transferred to — and maintained on — computers located outside of Your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from Your jurisdiction.
Disclosure of Your Personal Data
Under certain circumstances, the Company may be required to disclose Your Personal Data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).
The Company may disclose Your Personal Data in the good faith belief that such action is necessary to:
Other legal requirements
- Comply with a legal obligation
- Protect and defend the rights or property of the Company
- Prevent or investigate possible wrongdoing in connection with the Service
- Protect the personal safety of Users of the Service or the public
- Protect against legal liability
Security of Your Personal DataThe security of Your Personal Data is important to Us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While We strive to use commercially acceptable means to protect Your Personal Data, We cannot guarantee its absolute security.
Our Service does not address anyone under the age of 13. We do not knowingly collect personally identifiable information from anyone under the age of 13. If You are a parent or guardian and You are aware that Your child has provided Us with Personal Data, please contact Us. If We become aware that We have collected Personal Data from anyone under the age of 13 without verification of parental consent, We take steps to remove that information from Our servers.If We need to rely on consent as a legal basis for processing Your information and Your country requires consent from a parent, We may require Your parent's consent before We collect and use that information.
Links to Other Websites
- By email: email@example.com
TERMS OF SERVICE
The use of this site is governed by the policies, terms and conditions set forth below. Please read them carefully. Your use of this site indicates your acceptance of these terms and conditions. Your placement of an order indicates your acceptance of these terms and conditions. Your submittal of any purchase order to Castle and Cubby indicates acceptance of these terms and conditions. These terms and conditions shall supersede any subsequent terms or conditions included with any purchase order, whether or not such terms or conditions are signed by Castle and Cubby. Castle and Cubby reserves the right to make changes to this site and these terms and conditions at any time. By ordering or registering on Castle and Cubby you grant us the right to add your contact details to our database and email transactional order, shipping and product review emails. From time to time we may contact you about offers and new products. You can easily be removed by either unsubscribing via the link at the footer of any marketing communications or contacting our Customer Service team and we will remove you from marketing communications. We may exchange personal information with our related companies and with third party service providers who assist us with payment, marketing, data processing, IT, archival, auditing, accounting, customer contact, legal, business consulting, banking, delivery, data analysis, document management, research, investigation, insurance, website and other services. Some of these third parties may be a location in Australia, USA, EU and other countries.
- Order Acceptance Policy
- Pickups, Shipping & Delivery
- Refunds and Returns
- Change of Order Details
- Turn Around Times
- Faulty Items and Warranty Information
- Order Cancellations
- Copyright and Trademark Notice
- Typographical Errors
1. Order Acceptance Policy
Your receipt of an electronic or another form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Castle and Cubby reserves the right at any time after receipt of your order to accept or decline your order for any reason. Castle and Cubby reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. All orders placed must obtain pre-approval with an acceptable method of payment, as established by our credit and fraud avoidance department. We may require additional verifications or information before accepting any order. Castle and Cubby is a seller to end user customers and does not accept orders from dealers, exporters, wholesalers, or other customers who intend to resell the products offered by Castle and Cubby.
Castle and Cubby is not liable for any losses or damages caused by this website or any website linked to or from this website. We reserve the right to refuse any order without giving a reason. Upon cancellation of an order, we will make all reasonable attempts to contact you using the details provided. All received monies will be refunded using the method received.
3. Pickups, Shipping and Delivery
Castle and Cubby welcome pickup of orders from our workshop in Bayswater VIC after notification that order is ready for pickup and no longer than 1 week later. After notification that an order is ready for pickup if an order is not picked up within 7 days Castle and Cubby reserves the right to charge daily storage fees of $50 per day.
For local delivery methods within the 30km, 80km and 160km zones from our workshop in Bayswater VIC Castle and Cubby may engage the services of a range of suppliers to complete this delivery including local delivery contractors, freight and removalist companies. Castle and Cubby will accept responsibility for any lost or damaged goods in freight up until the point of delivery and not including any contact or assistance from you as the client.
Castle and Cubby will not be held accountable for late deliveries or loss or damage relating to late deliveries. In the event that multiple items are ordered, part deliveries may be made where the stock is not available. By agreeing to our terms and conditions you acknowledge all information set forth under our shipping pages. Castle and Cubby will engage with you post purchase to obtain all relevant information pertaining to the delivery of your goods. It is your responsibility as the purchaser to provide the correct and honest details for delivery prior to your goods leaving our workshop. Castle and Cubby cannot be held responsible for any issues with delivery or any additional costs that are incurred during the delivery process where your instructions are not clear, honest or detailed. Any additional costs that may be incurred due to incorrect details provided for delivery will be solely your responsibility.
Deliveries conducted by freight companies including TNT & Startrack will only deliver goods to the closest point of delivery for the truck. The responsibility for moving the goods inside or to the position of the location of the goods is solely your responsibility. Deliveries conducted by a removalist company will ‘likely’ deliver the goods into the position that has been specified and within our reasonable conditions, which includes within 30m of the truck drop off point and on ground level. For further distances and upstairs additional costs may/will be incurred.
Castle and Cubby cannot guarantee a specific delivery service and therefore cannot guarantee that goods will be moved into position.
It is your responsibility to ensure that you have checked the goods on arrival, that on inspection the goods are in acceptable condition, that the right quantity and quality of items has arrived. If you have any concerns about the quantity or quality you MUST contact us immediately to rectify the problems prior to the contractor leaving the premises. Castle and Cubby do not accept responsibility for any missing items or broken items where we have not been informed at the time of delivery or within 24 hours of the delivery.
Castle and Cubby act as a middleman between our workshop, freight contractors and a network of qualified installers to provide an installation service. Castle and Cubby engage and induct a range of external contractors at varying levels of flat pack installer, handyman and qualified carpenters to complete the installation of the client’s products. We choose the appropriate contractors based on the level of expertise required for our product and the description of the delivery access, location specifications such as position, ground preparation, obstructions etc and finished product that the client has specified. It is the client’s responsibility to properly prepare the area for the installation of goods. Preparation includes but is not limited to levelling the ground to flat, ensuring a well drained surface of at least 10cm of crushed rock, decking, or an existing concreted surface, removing any obstructions such as tree branches, garden bed edges, overhanging items, underground tree roots, removing furniture or fittings that may obstruct the access. Our installation costs are based on easy unobstructed access where the groundwork has been completed. Any additional costs associated with the time and/or materials required to ensure our product is installed to our standards, will be communicated with the client prior to commencement and ultimately incurred by the client.
It is the client’s responsibility to inform the installer on arrival of the position of the goods to be built and to check the goods have been installed correctly, that there are no errors in the build, that there are no areas of concern such as protruding fixings, scratched paint, balanced flooring, and if there are any issues that these are noted in person to the installer prior to the them leaving the premises, or directly to Castle and Cubby prior to them leaving the premises. Castle and Cubby do not accept responsibility for any mistakes made, or additional costs in the installation process that were avoidable by the client by being onsite, overseeing the installation and signing off on the job at the end of the installation process. Where a client is not able to be onsite for the installation Castle and Cubby will be responsible for any issues that occur due to mistakes made by the installer.
5. Refunds & Returns
Due to the custom nature of our built products we do not accept returned goods. If you are unsatisfied with the quality, condition or other please refer to the Faulty Items and Warranty Information section below.
6. Change of Order Details
Castle and Cubby will reach out post order confirmation to secure all of the relevant details for the supply, pickup, delivery and possible installation.
7. Turn Around Times
We suggest on our website, on multiple pages, an estimated turnaround time. Whilst every endeavour is made to ensure that we can build and have supplied your purchased goods for pickup/delivery within this timeframe, certain factors such as raw materials supply, staff, workshop conditions and environmental factors may hinder our ability to supply within the timeframes suggested. Castle and Cubby do not accept responsibility for any factors beyond our control that may delay the supply of goods.
Prices are subject to change without notice.
9. Faulty Items and Warranty Information
All repairs are carried out by Castle and Cubby and external contractors. In some cases, faulty items cannot be repaired and a replacement or refund will be offered. Castle and Cubby cannot control the availability of parts of replacement goods. We will do everything we can to ensure your faulty item is handled as quickly as possible and that you are informed throughout the process. In cases where a faulty item was received we request notification in writing and including images and descriptions of any issues within 48 hours of receipt of faulty goods via email to firstname.lastname@example.org.
In Australia, the Goods come with guarantees which cannot be excluded under the Australian Consumer Law. The Client is entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. The Client is also entitled to have the Goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure.
Castle and Cubby accepts no responsibility for changes in the raw materials used to build our products over time. We have provided a Care and Maintenance guide which informs our clients of the changing nature of timber and other materials and the conditions and ways in which timber can be best preserved for a longer life span. It is your responsibility to read this care guide and to care for your products in the ways in which we have describe, to ensure a reasonable condition of the product over time
We will replace parts only within 3 months of purchase where the natural raw materials have split, splintered. We will not be responsible for issues with products where there are known common errors such as misuse.
10. Order Cancellations
If notified before goods have been dispatched, Castle and Cubby can accommodate order cancellations. If items have been shipped, Castle and Cubby reserves the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.
If you cancel an order for any reason we may refund or retain the Deposit; and you may be responsible for any additional costs that we may have incurred up to the date of cancellation.
11. Copyright and Trademark Notice
This site is owned and operated by Castle and Cubby Pty Ltd. Unless otherwise specified, all materials appearing on this site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of Castle and Cubby PTY LTD. All software used on the site is the sole property of Castle and Cubby PTY LTD or those supplying the software. You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without Castle and Cubby PTY LTD prior written permission. All rights not expressly granted herein are reserved. Any unauthorised use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.
12. Typographical Errors
In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, Castle and Cubby shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. Castle and Cubby shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Castle and Cubby shall immediately issue a credit to your credit card account in the amount of the charge.
This site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that Castle and Cubby is not responsible for the operation of or content located on or through any such site.