Shipping & Returns Policy
By placing an order with us, you accept our Shipping and Returns/Refund Policy Terms.
TERMS OF POLICY
All goods are offered for sale subject to available stock. If an item is out of stock, we may contact you to offer an alternative. If you do not accept a substitute/alternative item and your credit card has been charged for an item that is out of stock, we will cancel your order and issue a credit to your credit card account in the amount charged. Where part of an order cannot be fulfilled immediately, the part that can be supplied will be dispatched as soon as possible.
All prices are in Australian dollars. Prices include GST unless indicated otherwise. All prices are subject to change without notice.
We ship within Australia only. To find out the shipping charges that apply to you, simply add the items to your shopping cart and proceed accordingly to the checkout where the full cost will be calculated and displayed before you make any payment.
Please note that we use outside freighting companies and we cannot be responsible for unforeseen delays. Sometimes freight shipped to custoemrs is damaged in transit which is out of our control. We will address each issue in their regard.
It is your responsibility to enter the correct delivery address details at the time of ordering. Please note, we are unable to deliver to a P.O. Box. Please make sure you include the contact name and phone number for the order.
Alternatively, pick up is available in our Melbourne Store only.
88 Latitude Blvd
Thomastown , Victoria 3074
Details on Free Shipping or Fixed Price Shipping
Free Shipping only applies to selected products.
Fixed Price Shipping only applies to selected products.
There is a 48 hour processing time on all orders on stock items ( not custom print products) that does not include weekend days.
Once the order is shipped, delivery may take 6-8 business days.
If the item qualifies for Free Shipping, you will see it noted next to the item.
Free Shipping does not apply when alternate Delivery Methods are selected – such as pickup of goods.
Free Shipping does not apply to items where a Signature is Required.
Item will not ship on Saturday or Sunday.
If the items qualify for Free Shipping but your order also contains other ineligible items, you will be charged for shipping on the items that are not eligible.
Canceling items, combining orders, or changing the shipping address, speed, or preference might affect the order’s eligibility for Free Shipping.
Excludes items that do not include the statement “Free Shipping” next to the price.
We reserve the right to change or discontinue Free Shipping at any time.
Free Shipping only applies to new purchases and will not be applied to prior purchases or returns.
If you wish to return your product due to a manufacturing fault you discover, the product must be in new and unused condition and the claim must be made within 30 days of delivery of the item to you or pickup by you. Mountain Shade can arrange the product return, however, the customer will be invoiced for the return shipping cost and must pay the shipping amount prior to pickup arrangements being enacted. We donot refund due to change of mind.
If you wish to return a product to claim warranty after the 30 day period, and the product has been used, Mountain Shade must physically inspect the product to be able to approve any warranty claim. This is a very important step for both you and us, as it allows us to forensically inspect products for damage, so we can learn and improve our engineering and manufacturing systems.
Custom Printed & Custom Made Products
As this type of product is personalised and made to suit the customer’s specific requests, unfortunately Mountain Shade cannot provide a refund in the event a customer changes their mind. We will provide pre-print visual layouts ( called Mockup’s ) to customers prior to production.
1. If a customer advises of a manufacturing fault with the custom printed product, we may request photos or the product to be returned to the Melbourne warehouse to review. In the event that there is a manufacturer fault Mountain Shade will reproduce for free of charge.
2. If a customer places a custom printing order, and then wishes to cancel the custom printing portion or the whole order to then seek a refund of monies paid, they must do this PRIOR to production of the custom printed item. This must be done in an explicit email addressed to [email protected] and [email protected]. This email must be dated and confirmed recieved by Mountain Shade before we embark on the design process as a minimum, and at the very latest, before we physically manufacture the item. If an order cancellation request is recieved after manufacture start , then no refund is payable, as we have incurred significant costs and cannot resell the item to another customer, as its personalised to a specific customer and may contain trademarks and registered design material. Items in this situation will be delivered to the customer as per normal.
To return your item, delivery charges must be covered by the customer.
Return Postal Address:
Mountain Shade Marquee & Gazebo
88 Latitude Blvd
Thomastown, 3074 Victoria