Frequently Asked Questions
We are famous for our fast delivery and excellent customer service, and hope we can help you too. If you need to ask a question that isn't answered here you can use the Live Chat (bottom right of this screen) or email us and we'll be glad to help.
7 Day "No Hassle" Returns Policy
We are glad to offer you a refund or exchange on your purchase as long as the item has not been opened, used or damaged and is returned within 7 days of receiving it. Unfortunately we can't grant a refund if the returned item is not in re-saleable condition. Please note that you will bear the delivery cost for returning the item to us - we will automatically deduct any postage costs from the refund amount. Your refund will usually be processed within 24 to 48 hours from receiving the returned goods. No other processing fees will be applied. Please see our returns process here for warranty claims »
What is the warranty on gazebos, walls and accessories?
For all gazebos, parts and accessories there is a standard 1 Year manufacturers warranty in case of UV breakdown on fabric. And a standard 1 Year manufacturers warranty against faulty workmanship on the frame and parts. View our full warranty information and returns process here »
Do you have the gazebo I want in stock?
Yes. If it's listed on the our website then it's in stock in our warehouse, pre-packaged and ready to go. We just need to put your name on it.
Do you stock all accessories and parts?
We stock all accessories and parts that are listed in our website catalogue. Check the walls and accessories sections if you are looking for additional options, or ask us in the Live Chat (bottom right of the screen) if you're after something in particular.
Can I come in and have a look at the gazebo I want to buy?
Yes, you can visit our showroom and warehouse located in Unit 4, 22 Beaumont Road, Mt Kuring-gai, just north of Sydney. We are around a 1 hour drive from Chatswood, up the Pacific Highway. (Avoid peak hour!) However, please note that all gazebos are packed in their original manufacturer's packaging so we can't unpack a product and set it up for you. Please check with us before visiting - sometimes we may have a gazebo setup in the showroom, but sometimes not.
When are you open?
We are open Monday to Friday between 9am and 5pm. We are not usually open on the weekends, except during exceptionally busy times. If in doubt, please email us and we'll see if we can arrange a time.
Can I pickup from the warehouse?
Yes! You can pick up from our Mt. Kuring-gai warehouse by prior arrangement. You just need to call or email and get confirmation that we can have your gazebo or accessory packed and ready to go. (We need a bit of time to get it down off the shelves. Some products are located 3 storeys up and require a forklift.)
Before picking up you need to pay for the product online. We don't have EFTPOS, credit card, cheque or cash facilities in the warehouse. All payments MUST be made online before you arrive at the warehouse.
Pickups are available between 10am and 2pm, weekdays. Let us know when you intend to come in, and we'll have your item ready for that day.
Do you deliver to my suburb, and how much will it cost?
Yes, we deliver everywhere in Australia. You would be surprised the places that we can deliver to! The cost varies based on where you are so to get a cost add the item you want to the shopping cart and then proceed to the checkout. You'll be able to define your suburb/postcode and the cart will let you know the postage cost for your area before you go ahead with your purchase.
Some products have free shipping.
Do you accept cash?
No. You can however pay with Paypal, Visa, Mastercard, AMEX via the website. The transaction is secured with128-bit SSL encryption. We do not ever see or store your credit card details.
I need my gazebo in a REAAAALLLLL HURRY!
That is just fine! We ship products twice a day, with the last shipment going out with Australia Post at 2pm. We usually dispatch products same day, depending on how many orders need to be fulfilled. At the latest, we ship the next day. We use Australia Post and local courier companies for all our deliveries. They are usually fast and efficient however we can't guarantee their exact delivery times. Shipping within metropolitan areas usually takes 2 to 3 days, depending on where you are. Shipping to regional areas can take up to 10 days. If you haven't received your product please contact us and we will check via our e-tracking systems.
Do you ship to Western Australia and Northern Territory?
Yes! We have many customers in far northern and western of Australia. If you're in Australia, we deliver. Please allow 7 to 10 business days for the gazebo to arrive in more remote areas in Australia. We usually ship your item within 1 day of receipt of your order, but it does take some time for Australia Post to physically get your package to you.
Do you ship to New Zealand?
Not yet as the shipping costs are currently prohibitive due to the weight of the packages. This may, however, change in the future.
Do you ship outside Australia?
No. We currently only ship to locations within Australia.
Do you ship to a PO Box?
Ha! We would love to see Australia Post cram a Deluxe Pavilion Gazebo into a PO Box. Oh, to be a fly on the wall for that. Seriously? No, we need a physical address as the parts, accessories and gazebos can be too large for a PO Box.
I have received an email saying "Awaiting Fulfilment". What does that mean?
You will receive an email from us at all stages of our order processing cycle. The "Awaiting Fulfilment" email means that we have received your order and will now start picking your goods, packing them and then shipping. Once your package has been picked up by Australia Post or couriers you'll receive another email notice to say it's on its way. We usually ships goods within 24 to 48 hours of receipt of your order.
What is your returns policy?
We offer a "No Hassle" 7 day returns policy. If you are not happy with your purchase, we are glad to offer you a refund or an exchange as long as the item has not been opened, used, or damaged & returned within 7 days of receiving it. Unfortunately, we can’t grant a refund if the returned item is not in re-saleable condition. Please note that you will bear the delivery cost for returning the item to us. We won’t accept C.O.D. returned package. Our postage costs will be deducted from the refund amount.