Shipping policy

Thank you for shopping with us! We want to make sure that your shopping experience is as seamless as possible. Whether you’re in Sydney, Melbourne, Brisbane, Gold Coast or regional Queensland, our goal is to deliver your pergola quickly, safely, and with care.

While we aim to offer free delivery to as many postcodes as possible, a freight surcharge may apply for certain remote or island locations.

If your address falls outside standard delivery zones, our team will contact you prior to dispatch to confirm options.

Below is everything you need to know about our shipping process:

 

Shipping Methods

· Express shipping to metro areas in Australia. We service Australia wide, however, cannot guarantee free delivery to regional and remote areas of Australia. A freight charge may apply to islands and regional areas that we cannot directly deliver to, which we may get in touch with individually.

· Delivery time: 3-15 days (business days for In-stock products)

· Shipping fee: free（Free shipping on pergola kits, postage required for accessories purchased separately）

Shipping Country

We can only offer delivery to Australia.

Please note the following: 

· Unable to ship to P.O. Boxes.

· Unable to ship to international addresses at this time.

Order Processing

When you complete your order, we will process it for you within 48 hours.

Please note that orders may be delayed in the following cases: 

· National holidays and large-scale promotional activities. For example (Halloween, Christmas, Black Friday, Cyber Monday, Anniversary sales, etc.)

· Delayed processing of orders due to stock issues 

· Payment validation issues (when there is a high risk of your payment, we will evaluate whether your payment information is yours or not, and confirm with you before shipping.)

· Order information is incorrect or needs to be corrected (Incorrect delivery address, P.O. Boxes, Incorrect post code, etc.)

Delivery Time

Delivery time is 3-15 business days

Dispatch Days: Monday to Friday (excluding public holidays)

Once shipped, you’ll receive a tracking link to follow your delivery in real-time.

ESTIMATED DELIVERY TIMES

Location Estimated Transit Time

NSW Metro 1–3 Business Days

NSW Regional 3–6 Business Days

ACT 2–4 Business Days

VIC Metro 2–4 Business Days

VIC Regional 4–6 Business Days

QLD Metro 2–4 Business Days

QLD Regional 4–6 Business Days

SA 3–6 Business Days

TAS 4–8 Business Days

WA 8–12 Business Days

NT 8–12 Business Days

Please Note: Deliveries to remote or regional areas in WA, NT, SA, and Far North QLD may take longer than standard transit times due to our third-party delivery partners. Please allow additional time for December deliveries as this is our peak season with extended delivery timeframes.

IMPORTANT DELIVERY INFORMATION

All deliveries require someone to receive and sign for the goods unless otherwise arranged.

Please ensure someone is available at the delivery address to sign for the order and help with unloading.

Upon delivery, we recommend inspecting your items within 7 days to report any external damage. For missing parts or issues please feel free to reach out to our customer support team promptly to resolve any concerns.

Risk of loss or damage transfers to you upon delivery to the nominated address.

In the rare event of shipping delays within our control, our team will proactively keep you informed.

Please note that delivery may be delayed in the following cases: 

· The delivery address is a remote area

· Holidays and bad weather during transportation

· Failed delivery by carrier, unable to contact consignee

Tracking Orders

You will be notified of your order number and order tracking number by email when it is shipped. For specific inquiries about shipping details you can: 

· Contact us and provide your order number

· Checking the tracking number received by mailbox and checking the logistics information (Link>>https://www.17track.net)

Damaged or Lost Items

If an item is damaged or lost in transit, you may contact us for a refund or exchange.

Please note: 

· Please refer to the return policy for the specific return process

· Please check for damage when signing for your order

· For damaged or missing packages please provide your order number and relevant photos or videos