FREE DELIVERY ON ALL ORDERS OVER $100

FAQ

How do I install the rug underlay I just purchased?

Every order of underlay has a label attached providing information about the product as well as instructions (that must be read) on how to lay the underlay correctly. Rug Underlay Installation Guides.

If you are still having trouble installing your underlay, please contact us on (03) 9500 8882 or sales@rubberanchor.com.au and we will assist where possible.

 

Can the courier call me prior to delivery?

Unfortunately, not! Couriers do not generally offer this as part of their service. You will however be able to track the order to get an estimated day of delivery.

 

I want to purchase multiple underlays. Will they be packaged and sent individually?

Should you order 1 or more underlays in the same purchase, they will generally all be sent together, however each piece will be individually labelled for your convenience. This is to ensure that orders do not get split during shipping and then delivered separately.

 

I have new polished floors, but I want to put my furniture in position now.

Rubber Anchor strongly advises you to ensure the floor is completely dried and cured before applying any of our underlay range onto your floor. We would recommend that you speak with your flooring specialist before applying our underlay. Rubber Anchor will not be held liable for incorrect application for use for any of its products.

 

Do you send to a PO BOX address?

Unfortunately, not! Deliveries can only be made to a physical address where somebody is able to take delivery and sign for the item.

 

I want to get a quote for resizing my rug. How do I go about doing this?

One of the services that we provide clients is the resizing, reshaping or restoring of rugs.

In order to provide you with a cost, we kindly ask that you email us at sales@rubberanchor.com.au and include the following information:

- the current size of the rug
- the final size that you require the rug to be
- a photo of the top and bottom of the rug (photo of 1 corner will suffice)
- if known, the composition of the rug

Upon receiving this information, we will be able to provide you with an accurate quote and timeframe within which the work can be completed.

 

I have an ABN and my business is in the flooring industry. Can I get wholesale prices or purchase by the roll?

Yes! You will be able to receive bulk roll or wholesale prices for all our products including the rug underlays and Temporary Floor Protection products such as Supabord. We would require you to complete an account application form and once approved, these items can be purchased from us. Please email us at sales@rubberanchor.com.au with the subject line being “New Account Application Form Request” and in the body of the email provide us your details and we will be in touch within 1 business day to get things started.

 

What guarantee do you have on your products?

Rubber Anchor only distributes products that have been developed to meet world-wide industry standards.

We guarantee that our products are the finest of their kind, that they are free from manufacturing defects and that they will perform as described. In the unlikely event that any of our products do not function in accordance with this guarantee, Rubber Anchor will gladly replace the product at no charge. We will however require a sample of the allegedly defective product and proof of purchase to be sent to 1/42 Burlington Street, Oakleigh VIC 3166. Unless made in writing there are no other warranties or representations.

 

Rubber Anchors Product Quality Control Process

For your peace of mind we are happy to detail below our stringent 3-point quality check procedure which is in place for all of our products.

1) Quality Control (Pre-Production) – we only purchase raw materials which are certified and meet our strict guidelines.

2) Quality Control (During Production) – the weight, size, thickness and adhesive qualities of all our products are thoroughly inspected to ensure the end product is of the highest finish.

3) Quality Control (Post-Production) – random tests are carried out to ensure the final products meet our requirements. Where applicable we also archive test samples.

 

EXCHANGES, RETURNS AND REFUND POLICY

Rubber Anchor only distributes products that have been developed to meet world-wide industry standards. We guarantee that our products are the finest of their kind, they are free from manufacturing defects and that they will perform as described.

 

WHEN ARE EXCHANGES, CREDITS OR REFUNDS ACCEPTED?

You are entitled to a replacement, credit or refund for any of the reasons provided for below:

• when the product is faulty;

• when the product does not function as described; or

• when the product is different from a sample shown to you.

Should you wish to make a claim under any of these scenarios, we would require that the product be returned to us at 1/42 Burlington St Oakleigh VICTORIA 3166 along with the proof of purchase. Unless made in writing there are no other warranties or representations. Please note refunds will not considered for change of minds.

 

HOW LONG YOU HAVE TO RETURN A PRODUCT?

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. If you are intending to return the product for any of the 3 reasons stated above, Rubber Anchor would expect to hear from you within 1 week of receiving your order.

 

EXCHANGE, CREDIT OR REFUND PROCESS

Any and all claims are to be submitted via email to sales@rubberanchor.com.au with details of the concern or issue that you have along with the following information:• Invoice Number;• Contact details of the person that placed the order (as shown on the order confirmation)Photos or proof of issues with the product will need to be provided for any exchange or return to be considered. Rubber Anchor will address your concerns and reply to your email within 1 business day.

 

SHIPPING AUSTRALIA WIDE

Rubber Anchor offers free shipping for all rug underlay / rug pad orders within Australia for orders over $100.

 

INTERNATIONAL ORDERS

Please contact us via email for a quote for shipping to any international address.

 

SHIPPING TRANSIT TIMES

We endeavour to despatch all rug underlay / rug pad orders on the same day it is received. The cut off time for the processing of any order is 1pm EST. Orders placed after 1pm will be processed the following day.

All shipping transit times are estimates only and are based on advice provided by the courier on the date of processing. These times are estimates only and are subject to change.
Please see below approximate transit times to each Australian capital city.
VIC 1 - 2 business days
NSW 1 - 3 business days
SA 1 - 3 business days
TAS 2 - 4 business days
QLD 3 - 5 business days
NT 4 - 7 business days
WA 4 - 7 business days

DELIVERY INSTRUCTIONS

All deliveries will be made during business hours and will need to be signed for at the time of delivery, unless an Authority To Leave request has been made in the “Add a note to your order” box at the time of check out.

Please note that if an Authority To Leave request has been made Rubber Anchor will not be held liable for any loss, damage or theft of the product after delivery has taken place.

If an Authority To Leave has not been requested and the courier is unable to complete the delivery there will be an additional redelivery charge of $30 + GST applicable for each subsequent delivery attempt.

 

ORDER TRACKING

At the time of despatch your tracking details will be provided to you.