FAQs

General

  • Carvus is an online only e-commerce store selling luxury marble bathtubs. We are an Australian owned business serving customers across Australia and New Zealand.

  • We are an e-commerce store and don't have any showroom across Australia.

  • We'd love to hear from you regarding any questions that you may have, please take note of our contact details as follows,

    For general inquiries, product information and purchases - hello@carvus.com.au.

    For post-purchase product support, warranty or any other queries - support@carvus.com.au.

    Alternatively you can write to us at PO Box 589, Parramatta, NSW 2150.

    You can also head over to our Contact Us page and fill out the form giving details of your question. Our team will then get back to you within 1 - 2 business days.

  • Our three step process to order your next bathtub is simple and straightforward,

    1. Go through our website and choose the right design that suits your needs

    2. Fill out the form on the Contact Us page or send us an email with the product name. Our team will then work with you to finalise - marble type, finishing, design and dimensions. Based on this information, we will confirm delivery timeframes.

    3. Once the product is finalised and you're happy, we will send you our bank details to transfer funds electronically.

    Alternatively if you're after a custom one-of-a-kind bathtub or should you have any further questions feel free to reach us at hello@carvus.com.au and we'll get back to you soon.

    To order a basin, simple choose your desired product and material and make the payment.

    Before placing an order, please ensure you've gone through our Terms and Conditions, Shipping Policy, Returns Policy & Privacy Policy.

  • We update our website with stock availability, new designs and products. To stay informed about our latest promotions, new arrivals, and updates, you can follow us on our social media channels or check our website.

  • We at Caruvs take security seriously. We do not collect sensitive personal data of any type during the order process apart from general contact details used in our contact forms. We only accept Electronic Funds Transfer (EFT) at this point. For more information, please review our Privacy Policy.

Product

  • Carvus, an Australian-owned business, designs its bathtubs in Sydney and entrusts the intricate hand-carving process to artisan stonemasons based in India. These skilled craftsmen meticulously shape each bathtub from a single block of the finest quality marble, carefully sourced from reputable quarries across India. Prior to production, our team rigorously assesses all raw materials to uphold the highest standards of excellence.

    Our bathtubs are conceived through countless hours of labour, blending precision, dedication, and generational skill inherited from their ancestors, which our stonemasons have refined over time. Following the manufacturing stage, each bathtub undergoes a thorough quality control process to ensure it aligns perfectly with our clients' requirements before being securely packaged and shipped to you.

  • Basins: Our Basins can range between 9 to 15kgs depending on which product you choose.

    Bathtubs: Solid marble bathtubs can be quite heavy and on average can weigh anywhere between 900-1500kgs.

  • Our bathtubs are rectangular in shape and are available in the following sizes (WxBxH):

    • 1525 x 810 x 560 mm

    • 1730 x 810 x 560 mm

    • 1830 x 810 x 560 mm

    Our circular shaped bathtubs come in the following two sizes:

    • Diameter: 1525 and 1730 mm

    • Height: 560 mm

    For custom sizes or shapes, please email us to get a quote on hello@carvus.com.au or head over to the Contact Us page and fill out the form.

  • We do not offer installations at this stage.

    Our bathtubs are very heavy (upwards of 1000 kgs.) and we strongly recommend hiring professionals to carry out installation works. There are hazards involving safe handling and installation, it is the responsibility of the customer to seek consultation prior to ordering the product to ensure there are no complications. Carvus is not responsible for any damage to the product during installation, for more information please refer to our Terms and Conditions and Returns Policy.

  • Yes we do, all products come with a three year retail or two year commercial warranty. However, we are confident our bathtubs will last you a lifetime. For more information please refer to our Returns Policy or send us an email at support@carvus.com.au.

Billing & Policies

  • We understand that plans may change. If you need to change or cancel your order, please contact us as soon as possible. We'll do our best to accommodate your request. Note that if we've begun fulfilling your order, change of minds will be subject to our Terms and Conditions and Returns Policy. Any custom made products purchased are non-refundable.

  • We accept a wide range of payment methods to ensure a seamless shopping experience. These include:

    • Major credit and debit cards (e.g., Visa, Mastercard, American Express)

    • Online payment platforms (e.g., PayPal, Apple Pay, Google Pay)

    • Bank transfers (subject to processing times)

    • Afterpay

    For specific details or alternative payment arrangements, feel free to contact our support team.

Delivery & Returns

  • Standard delivery timeframes for bathtubs range from 4 to 12 weeks.

    As a boutique store specialising in custom and made-to-order products, several factors may influence the delivery timeline, including:

    • Material Availability: The availability of marble and other raw materials.

    • Freight Forwarding Complexities: Challenges such as cargo space limitations and customs clearance, especially given the size of each bathtub.

    • Order Queue: Previous orders that are yet to be fulfilled.

    We work diligently to minimise delays by carefully selecting reliable vendors for material availability and partnering with an industry-leading logistics provider. However, global macro-economic conditions can sometimes pose unforeseen challenges.

    Rest assured, our team is committed to ensuring your product reaches you as quickly as possible, keeping you informed at every step for complete transparency. For more information, please refer to our Shipping Policy or feel free to email us at hello@carvus.com.au.

  • We strive to stock a wide range of basins to meet your needs. If your desired product is unavailable, we aim to restock within 4 weeks. Our team will notify you promptly and provide updates on availability.

    For any further questions or assistance, please feel free to reach out to us at hello@carvus.com.au

  • Once your order is shipped, you will receive a confirmation email along with details of the tracking number if available. Alternatively, you can always reach out to us on support@carvus.com.au and we'll be more than happy to help you with a delivery update. For more information please refer to our Shipping Policy.

  • We currently offer delivery across Australia and New Zealand. However, if for any reason you require your product to be delivered elsewhere, please get in touch with us and we will get back to you with a quote. Note that shipping fees and delivery times may vary based on your location. For more information please refer to our Shipping Policy.

  • We sincerely apologise for any inconvenience caused. At Carvus, we take extensive precautions to ensure secure packaging and partner with expert, industry-leading logistics providers to deliver your products safely.

    If you receive a damaged or defective item, please contact our customer support team within 48 hours of delivery at support@carvus.com.au. Be sure to include your order details and photos of the issue, if applicable.

    Our team is dedicated to resolving the issue promptly and will work with you to provide a solution in line with our Returns Policy.