Frequently Asked Questions
At Carbeds, we are dedicated to provide an exceptional level of Customer Service. We value your business and patronage and recognise the importance of all your needs and any concerns you may have. We hope you will find this section of our site helpful and informative.
Trading Hours
Warehouse/Showroom:
Monday to Friday, between 9.30am – 5.30pm (AEST)
Saturday & Sunday between 9.30am - 4pm
Outside these times you can still place an order with us online, you will be unable to contact us directly.
Online Store:
24 hours, 7 days a week
How to Contact Us:
Phone:
03 9314 1499 or International: +61 3 9314 1499
Fax:
03 9314 8933 or International: +61 3 9314 8933
Email:
info@lwyimports.com.au
Company details:
LWY Imports Pty Ltd ABN 70 124 405 965
Trading as CarBeds, PokerWorld, Mr Pallet Racking
Q Are my details secure when ordering online?
A Our site is secured using 128 BIT secured encryption. This ensures that all information you send to us via the Internet will be encrypted. If any other user intercepts the communication they will only be able to view an encrypted form. This makes it almost impossible to be intercepted by an unauthorised party, as long as your browser supports the use of encrypted data transmissions. You will know you are in a secure environment when ordering online by the appearance of a security notice when you enter a secure page (depending on browser security settings. As well, a secure icon will appear on your browser. For example, on Microsoft Internet Explorer, it is a lock icon and for Netscape, it is a key icon. A secure site can also be identified by the site’s address. For example, when you go to our online order page, you will notice that the address starts with 'https://', while pages that are not secure are void of the ‘s’ 'http://'. Digital Certificates, technically referred to as ‘Secure Sockets Layers’ (SSL), are used internationally by all major E-commerce sites. The industry standard for encryption technology, SSL, is compatible with Internet Explorer, Netscape and most other browsers.
Q Can I order offline or over the phone?
A If you are still uncomfortable purchasing online at, that’s fine! You can call our experienced sales team from within Australia on 03-9314-1499 to arrange your order. Alternatively you can fax your order, together with payment details, to 03-9314-8933.
Q What is the currency of the prices shown?
A All prices are shown in Australian Dollars (AUD). The exchange rate (as per the day of transaction) will be used to convert the amount to the currency used in your country of origin.
Q What payment options do I have?
A Offline orders: Mastercard, Visa, Amex, direct bank deposit, netbank transfers, Paypal Online: Mastercard, Visa, Amex, direct bank deposit, netbank transfers, Paypal
Q Where do you deliver?
A We can organize delivery for you almost anywhere in Australia (wherever a courier will go). We have access to several nationwide carriers and their network extends Australia wide. We can also ship overseas, please feel free to call one of our friendly Customer Service Representatives on +61 3 93141499 or via email for prices to your country.
Q What if I’m not home upon delivery?
A A calling card will be left under the recipient's door or in their letterbox asking them to call the courier company and arrange a convenient time for re-delivery (however, charges may apply for re-delivery).
Q What if I need to request a delivery time?
A Carbeds offers a Standard Delivery Service whereby deliveries are executed during business hours (8am – 5pm Mon - Fri). Our Standard Delivery Service does not guarantee any specific time requests. For large or bulky items we provide courier and tracking details for you to liaise with the carrier directly to arrange a suitable time for delivery.
Q Do you deliver on the weekend (or public holidays)?
A For interstate and regional destinations weekend deliveries and are not available. Local Melbourne locations, Saturday deliveries are available and require pre booking (weekend surcharge applies). To book a Saturday delivery please call one of our Customer Service Representatives on 03 9314 1499 or via email. No public holiday deliveries.
Q What if I want to cancel my order?
A Should you need to cancel your order, money will be refunded less a $15 administrative fee, ONLY IF notice is received by Carbeds prior to your delivery leaving our warehouse. Cancellations received when consignment is en route from our warehouse to courier depots will be charged at 50% of the total order value. We are unable to cancel orders that are already prepared and are dispatched with one of our couriers to your delivery point.
Q Can I make changes to my order?
A Changes can be made to your order but some conditions apply. Please notify us immediately, by email or direct phone call, should you wish to make any changes to your order. Once your order is en route for delivery, changes cannot be made.
Q How do I know if you received my order?
A As soon as your order has been placed online, you will receive an automatic email confirmation with an order number.
Q What if my credit card is declined?
A Please assist us in the ordering process by ensuring that all fields are filled in correctly (ea. allow no spaces between digits) and that you have double checked your credit card, expiry date and CVV numbers. You will be notified online immediately if the transaction was successful or not. If for some reason your credit card transaction is continuously declined online (and you have already contacted your bank to resolve the problem) you still have option to send your order to our Online Service Staff and contact us later to clarify the issue.
Q Are the beds safe?
A Where required under consumer laws, our products have been presented to AFRDI (Australasian Furnishing Research & Development Institute Limited) for compliance for Australian consumer product safety standards. Certificates of compliance are on display in our showroom.
AFRDI – Blue Tick Product Certification
"The Australasian Furnishing Research and Development Institute (AFRDI) is an independent not-for-profit technical organisation providing standards, testing, product certification and research for buyers and sellers of furniture. The purpose of testing and certification is to ensure that products are not only safe, but that they will last, thus contributing to sustainability, and minimising use of the earth's resources."
More information about the AFRDI Blue Tick Product Certification
Q Are the paint finishes toxic?
A The paints used on our products are non toxic and are lead free. All our paint finishes have been tested by SGS for lead & other chemicals for compliance to standard EN71 & A1:2000 (Safety of toys – Elements). Test reports on display in our showroom.
Q Do the beds come assembled?
A The beds come flat packed, 1. To save on shipping costs 2. To ensure the bed arrives safely while in transit. Typical assembly time is approx 40-60mins, step to step instructions are included however if you require assistance with the construction we offer phone support or you can view our instructional videos for help.
Q Do I need special tools or equipment?
A All you need is an Ellen key (included) and a screw driver. All the holes are pre drilled.