Dear valued Rivercity House & Home Co customers,

We wanted to take a moment to inform you that partial deliveries have become more common lately, and we would like to explain why this is happening and assure you that there is no cause for concern.

First and foremost, we would like to emphasise that our goal is to provide you with the best service possible while keeping the cost to you as low as we can. In order to achieve this, we have had to make some adjustments to our shipping process. Here are a few reasons why you may receive a partial delivery:

1. Sometimes, during transit, a few items from your order may fall behind despite being shipped together with a single courier.

2. To expedite delivery and ensure that you receive your items as soon as possible, we may ship them from our different warehouses. This approach allows us to reduce transit times.

3. Depending on the weight and size limitations imposed by couriers, we may need to use multiple couriers to ship your items, particularly for certain postcodes. By doing so, we can continue to offer completely free delivery to most Australian metro postcodes.

We understand that receiving a partial delivery can frustrating, and we apologise for any inconvenience this may cause. However, we want to assure you that the remaining items from your order will catch up with you within a few days. We kindly ask for your patience and understanding during this process.

To keep track of your delivery, we recommend monitoring your assigned tracking numbers for updates regarding the remaining items. You will receive further notifications when these items are out for delivery.

We kindly request that you refrain from reaching out to our support or the assigned courier's support team about partial deliveries unless the estimated delivery window has been exceeded from the day you received your dispatch notification. Our estimated delivery windows are as follows:

• VIC: 3-9 business days
• SA: 4-10 business days
• NSW & ACT: 6-14 business days
• QLD & TAS: 4-11 business days
• NT & WA: 5-15 business days

If the estimated delivery window has been exceeded, we encourage you to contact our dedicated customer support team at [email protected]. To assist us in resolving the issue promptly, please include your name, order number, and provide a description or tracking information for the delayed item.

We sincerely appreciate your continued support and understanding during this busy time of the year. Your satisfaction is our top priority, and we are working diligently to ensure that all your items are delivered to you in a timely manner.

Thank you for being a valued customer of Rivercity House & Home Co.