FAQ

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

If you need to change or cancel your order, please contact us immediately. We process and ship orders quickly (we’re fast!). Once our warehouse has processed your order, we will be unable to make any changes.

Please note that any orders that have already been packed or shipped cannot be cancelled.

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

You can track your order through the link provided in the email.

When will my order be processed?

All orders are handled and shipped out from our warehouse in Melbourne. Please allow extra time for your order to be processed during holidays and sale seasons.

We processes orders between Monday and Friday. Orders will be processed within 1 business day from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

Please contact us if you do not receive tracking confirmation after 3 business days from the day you completed your payment.

How will my order be shipped?

Majority of our products are shipped by AusPost, we will also include the courier information and tracking link in the order fulfillment email.

Is my order eligible for free shipping?

We provide free shipping for Australian addresses, if you purchase from overseas, please contact us for international postage.

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

How long will it take to reply to my email?

Our customer service team will reply to all emails within 24 hrs of receiving them.

What is the warranty policy?

High Density Polyethylene shade sails have a 5-year UV warranty.Waterproof shade sails have a 1-year UV warranty.

We offer a one year warranty on the workmanship of the Shade sail,including any faults in the stitching or cloth defects.

NOT COVERED BY WARRANTY
The 1-year workmanship warranty does not cover damage caused by incorrect installation and extreme weather. The sail must be installed firm and tight, so as to reduce wind flap,and it must be taken off at extreme weathers.