Shipping policy
1. About this policy
This Shipping policy applies to goods supplied by Firefly Cove Pty Ltd (ABN 14 611 955 223) trading as Nordic Spa ("we", "us", "our"). It covers how your order is packed, delivered to a freight depot, collected and inspected.
Payment, deposits, cancellations, returns, refunds and warranty are set out separately in our Return and refund policy.
It forms part of our terms of sale. Where this policy and our terms of sale conflict, our terms of sale prevail.
2. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are 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.
Nothing in this policy excludes, restricts or modifies those guarantees. The arrangements set out below are offered in addition to your rights under the Australian Consumer Law, not instead of them. Where those arrangements are less favourable than your statutory rights in a particular case, your statutory rights apply.
3. How goods are supplied
Our range is delivered in two ways, depending on the product.
Large products such as saunas, hot tubs, barrels, ice baths, cabins and other buildings are supplied as flat-pack kits on pallets, strapped and wrapped for transport. An order of these can comprise one or more pallets. Individual pallets weigh up to 3,000 kg. The length of a typical pallet does not exceed 6 m, though a few components in our range can be up to 9 m long. These are sent as freight, and the depot, delivery, collection and uncollected-goods clauses below apply to them.
Smaller items and accessories such as sauna buckets, ladles and aroma oils are sent by standard parcel post or courier to your home address, in normal packaging. Where your order is made up only of smaller items, the depot arrangements below (free depot delivery, depot collection and uncollected goods) do not apply to it.
Options and accessories ordered together with a large product are packed with that product and are not sent separately.
The pack count, dimensions and weights for a freight order are provided before purchase.
Assembly is not included with any product.
4. Destinations and charges
The delivery method and charge for each product are shown on its product listing and confirmed at checkout. Free delivery is not automatic across the range; it applies only where a listing indicates depot delivery.
Where a listing indicates depot delivery, the product is sent as freight to one of our nominated freight depots. Delivery is free to depots in the Adelaide, Brisbane, Canberra, Melbourne and Sydney metro areas; please contact us for the postcodes included in our free delivery, and free warehouse pickup is also available. For destinations outside those free areas, delivery of that product is quoted before purchase at our freight partners' rates. Quotes are valid for 7 days and are subject to the carrier being able to service the destination.
Where a listing does not indicate depot delivery (typically smaller items and accessories), the product is sent by standard parcel post or courier to your home address, and shipping is calculated and shown at checkout before you pay.
We do not deliver outside Australia.
5. Receiving your order
How you receive your order depends on how it is sent.
Depot delivery. Where a product's listing indicates depot delivery, our delivery ends at the depot. From there you may collect your order yourself, or arrange delivery to your address.
Delivery from the depot to your final destination is a separate arrangement between you and the depot or the carrier you choose, on their terms, and we are not a party to it. Depots can generally arrange delivery to an address, and the depot will quote you based on your specific delivery requirements.
Where we expressly agree in writing to arrange the final leg for you, we will set out the terms of that arrangement separately at the time. Where we have agreed to arrange that final leg and the delivery cannot be completed because the site is not accessible, the delivery instructions are wrong, or no one is there to receive it, any re-delivery or storage cost is yours.
Home delivery. Smaller items and accessories sent by standard post or courier are delivered to the address you give at checkout, by the carrier's usual process. If no one is available to receive the parcel, the carrier follows its own procedure, which may include leaving a collection card or attempting redelivery.
6. Timeframes
Where your product and finish are held in stock, we dispatch within 1 to 4 business days of receiving payment in full. Where they are supplied to order, the lead time is 8 to 14 weeks. See clause 4 (Payment) of our Return and refund policy.
Transit time from dispatch varies by destination and carrier. We confirm the estimated arrival date when your freight is booked, and it is included in the dispatch and tracking email you receive.
These are estimates. They are not delivery dates and are not guaranteed. We will notify you if we become aware of a material delay.
7. Delays outside our control
Made to order products are shipped to Australia by sea. The timeframes in clause 6 are estimates and depend on international freight.
We are not liable for delay caused by events outside our reasonable control. These include changes to shipping schedules, vessel or port delays, port congestion or closure, customs or quarantine inspection, industrial action, severe weather, natural disaster, armed conflict or disruption to shipping routes, and any act or omission of a carrier, port operator or government authority.
Where a delay of this kind occurs we will tell you as soon as we are aware of it, keep you informed, and take reasonable steps to minimise it.
This clause does not limit your rights under the Australian Consumer Law, including your right to have goods supplied within a reasonable time.
8. Uncollected goods
This clause applies whether you have chosen to collect from a freight depot or from our warehouse.
You will be told (typically by email) when your goods are ready to collect. Collect them or arrange delivery within 6 business days of that notice, counting the day it is sent. After that, storage charges apply.
The depot, our warehouse or a freight forwarder will also tell you what to bring, including photo identification and the job number. You should wear suitable footwear, bring a vehicle large enough for the pack dimensions and weight, and bring suitable means to secure the load. Collection is generally available business hours on weekdays only.
For a depot, storage rates differ and we pass the depot's charge on to you at cost plus a 10% handling fee. For our warehouse, storage is charged at $150 per week.
For a depot order, if it is still uncollected 14 days after that notice, we may return it to our warehouse at your cost. Storage then continues at the rate set out in clause 6 (If you do not pay the balance) of our Return and refund policy.
Where goods remain uncollected we may dispose of them, following the law that applies to uncollected goods. We will make reasonable attempts to contact you before we do. Anything left from the proceeds after our freight, storage, handling and disposal costs will be refunded to you.
9. Risk and title
Freight we arrange. Where we book the freight, we carry the risk of loss of or damage to your order until you receive it, no matter who pays for that freight. This covers every leg we book, including:
- delivery to the depot, whether that delivery is free or quoted; and
- the final leg from the depot to your address, described in clause 5, where we have expressly agreed in writing to arrange it for you even though you pay for it.
Where your order is delivered to a depot for you to collect, we continue to carry that risk while it is held at the depot and until you, or someone collecting on your behalf, take possession of it.
Freight you arrange. Where you engage a carrier directly, meaning you contract with the carrier and we do not book it for you, risk passes to you when that carrier collects the goods. The onward delivery you arrange yourself with the depot or a carrier you choose under clause 5 is freight you arrange.
Title. Title to your order passes to you when we have received payment in full.
Your consumer guarantees are unaffected. Nothing in this clause excludes, restricts or modifies your rights under the Australian Consumer Law. Those rights include the right to receive goods of acceptable quality, whether or not the goods were damaged in transit, and they are not cut down by any allocation of risk in this clause.
10. Inspection on delivery
On collection or delivery. Count the pallets against the pack list and check them for visible damage. Record any damage or shortage on the consignment note before you sign it, and photograph it. Do not sign a clean receipt for goods that are visibly damaged or short.
Within 3 days. Check the contents of each pack against the packing list supplied with your order, and tell us at hello@nordicspa.com.au, in writing and with photographs, of any damage, shortage or missing component. Your goods will be treated as delivered in good condition and complete unless you notify us within 3 days of delivery.
This 3 day check is the one thing in this policy we ask you not to leave. Our own claims against the carrier and the manufacturer both close within days of delivery, so a shortage reported later cannot be made good at their cost, and we may not be able to supply a replacement free of charge.
Signing a clean receipt does not affect your rights under the Australian Consumer Law. It may prevent us recovering from the carrier, and we may ask you for information to support a carrier claim.
How a damaged, short or missing item is put right is set out in clauses 11 and 12 of our Return and refund policy.
11. Approvals, siting and suitability
Many of our buildings require council or building approval before they can be erected, and requirements differ between states and between councils.
Obtaining any approval, permit or consent required for your building is your responsibility, as is satisfying yourself that the building you have chosen is suitable for your site, your intended use and your local requirements. We provide general guidance on permits and council approvals. This guidance is general information only, it does not replace appropriate professional planning advice or permits, and it cannot be relied on as a statement of what your council specifically requires.
We recommend you confirm your local requirements before you order.
We do not accept responsibility or liability for any advice taken on local council or building requirements, including building consents, planning permits, siting, setbacks or fencing.
12. General
We may change this policy. The policy in effect at the time of your order applies to that order.
This policy is governed by the law of Victoria, Australia.
Last updated: 8 September 2026