Frequently Asked Questions
Delivery and Shipping Costs
What is your Shipping Policy?
What is your approximate Delivery Times* after Despatch from Gazebos Australia?
How will I know you have received my order?
How can I make changes after I have submitted my order and made payment?
I'd like to place an order for some goods but want to know if you have them available, what the delivery charge is and when I can expect delivery?
How long will it take for me to receive my order?
Can you tell me exactly what day or time I will receive my delivery?
If an item is in stock how long will it take to despatch?
Why do you need delivery instructions for my order?
How much does shipping cost?
Why is the freight so expensive when purchasing multiple items?
Do you deliver to my door?
I already placed an order and I'm just following up on when I can expect delivery?
Can I ship all of my orders in one same package?
Do you allow local pickup?
Can I get my order from a retailer?
Do you deliver worldwide?
Can you guarantee delivery of products on a specific date?
Refunds and Warranty
What is your Returns Policy?
Do you have Warranty Claims?
Do the products you sell come with Warranty?
What happens if I receive a different item to the one I ordered?
If I receive an item and decide it's not what I want can I get a refund or exchange?
What do I do if my goods are damaged when they arrive?
Orders and Pricing
What is your Stock Policy?
What is your Pricing Policy?
Do the prices on your webpage include GST?
Can I make changes after I have submitted my order and made payment?
How can I pay for my order?
What if I order an item that is out of stock?
Why have I not received an order confirmation?
Trying to create an account to purchase, but the form is designed wrong?
Can you make sizes and colors on request?
I cannot press Bill to This Address, cannot sign up for newsletter and cannot pay via PayPal. What's the problem?
How do I choose what colour I want?
Are the colours I see on the website accurate?
Can I get you to hold stock for me to purchase at a later date?
Do the Oztrail parts fit Spinifex gazebos? Are the parts interchangeable?
Are you able to custom make a tent/cover or make some screen printing?
I've read that the guide ropes were to be included with the order I made, but I have not received them with my order?
Do you do installation of the products?
Can I buy your products from Europe?
Would it be possible for someone to come and advise us on the type and size of gazebo that would be best suited for our area?
Gazebos Australia uses different freight companies as well as the Australia Post to transport its merchandise. We will send your order to the company we believe will be most suited based on the products ordered, delivery location, price and expected delivery time.
Freight prices are charged based on the physical or cubic weight of the package, whichever is higher, and for delivery via E-Go Road Transport. In some cases, we may end up sending the order via Australia Post or on a different freight company (Toll, TNT, EGo Transport, Hunter, Followmont, Fastway Couriers, Brizfreight, etc) if we find their prices to be cheaper and/or their delivery time to be quicker to your location. If we use a different freight company and we find their charges to be cheaper we will refund the freight amount you have been overcharged.
We only charge what it costs us to Package, Insure and Deliver Orders - We don't add on extra hidden costs to make money off our customers.
If you have any questions regarding the cost of delivery to you then please feel free to contact us to discuss your options.
All deliveries are door to door.
However in some locations, like remote townships, islands, isolated communities and such, delivery will be to the nearest freight depot for the customer to collect.
All items are sent with insurance.
Gazebos Australia packages all items in a way that we believe will preserve their excellent condition and ensure their safe arrival.
If any damage occurs within transit, we will quickly arrange a solution to any problem provided the claim is made within 24 hours of delivery (see our Returns Policy section for more info).
For all Courier Deliveries, kindly provide an address and phone number where someone is in attendance during weekday business hours to sign for and accept delivery.
We also need instructions on where on your premises you authorise the courier to leave the package if no one is in attendance to sign for delivery. Without this instruction and a phone number, we cannot dispatch the order.
We cannot be held responsible for customers providing incorrect address details. Please make sure that there are no typing errors when completing the checkout forms. Any items returned to us due to an incorrect address supplied by the customer will be subject to a re-delivery fee (which can sometimes be higher then the original delivery fee).
Due to the wide range of items we sell, and the wide variation (size, shape, weight) between each item, we have settled on what we believe is the simplest and fairest method of freight pricing for all customers. If you have any questions regarding the cost of delivery, feel free to contact us to discuss your options.
Gazebos Australia endeavours to have all orders packaged and despatched within 1 working day (weekday) after the order is placed, Delivery Instructions are received and payment being received. Sometimes there may be delays due to freight companies' non-operation on public holidays, weekends, seasonal holidays, severe weather conditions etc.
Approximate Delivery Times* after Despatch from Gazebos Australia:
- South East Qld: up to 3 weekdays
- Rest of Qld: up to 12 weekdays
- Sydney and Canberra Metro Area: up to 3 weekdays
- NSW and ACT Regional Areas: up to 12 weekdays
- Melbourne Metro Area: up to 5 weekdays
- VIC Regional Areas: up to 12 weekdays
- Adelaide Metro Area: up to 7 weekdays
- SA Regional Areas: up to 12 weekdays
- Perth Metro Area: up to 9 weekdays
- WA Regional Areas: up to 15 weekdays
- Tasmania: up to 15 weekdays
- NT: up to 15 weekdays
* These times do not take into account the peak seasons (Christmas, Easter, etc), seasonal closures and public holiday periods.
* Working Day = Monday to Friday (excluding local Public Holidays)
* If you have any questions regarding our Freight Policy please Contact Us.
We do not offer refunds or exchange of goods simply because a customer has had a change of heart or purchased the incorrect size, colour or item.
We have been in business for over 25 years so we understand how important customer satisfaction is.
If you receive an item other than what you ordered we will replace it and arrange to have the incorrect item returned to our store free of additional charges. Please advise us within 24 hours of receiving the delivery.
If you receive an item that has been damaged in transit, please note this on the consignment note when you sign and advise us within 24 hours of receiving the product so we can immediately make a claim against the Delivery Company.
We require you to email us detailed information regarding the damaged item and if possible, photographic evidence of the damaged packaging and of the damaged items itself.
Once we receive the required info and pictures we will arrange for a replacement item to be sent and for the damaged item to be returned.
We describe each item to the best of our ability based on the information we have been provided by the manufacturer of each item. If you are unsure whether a particular item will do the job for you then please email one of our Customer Service Assistants with your questions and we will supply you with information that will help you purchase an item perfectly suited to your needs.
All product warranties provided are covered by the manufacturer of the item, Gazebos Australia accepts no responsibility for any warranty claims.
Manufacturers require all warranty claims be made in writing with as much information provided as possible and pictures where it is relevant.
Proof of purchase, receipt/tax invoice/etc, must accompany any warranty claim.
The time taken to process the warranty claims varies between manufacturers, and is for the most part out of our control. Nevertheless, we always do our best to ensure a speedy resolution of any warranty claims.
Do not return the goods to Gazebos Australia unless we request you to do so. In a lot of cases the customer will have to arrange for the goods to be returned to the manufacturer or their nearest repair agent.
Gazebos Australia has been in business since 1985 and continues to offer our customers a wide variety of quality brands and products at the best possible prices.
We do not believe in so called "Sales" that only last a limited time or for a limited number of items.
Our prompt service, product knowledge, advice and customer service are second to none.
While we strive to provide accurate product and pricing information, pricing or typographical errors may occur. We cannot confirm the price of an item until after you order.
In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Gazebos Australia shall have the right to refuse or cancel any orders placed for that item.
In the event that an item is priced incorrectly, Gazebos Australia may either contact you for instructions or cancel your order and notify you of such cancellation.
Prices and availability are subject to change without notice.
If you have any questions regarding our Pricing Policy please email us.
Every product sold is subject to the product description and supporting information such as size, colour and estimated delivery dates. We make every effort to ensure that the product colour is as accurate as possible. However, the colours shown may vary depending upon the setting of your computer monitor. We cannot guarantee that the colour shown will exactly reflect the colour upon delivery.
The Gazebos Australia online store lists our more popular products for immediate purchase however due to the wide range of brands and products we have available, we aren't able to list them all. So if you can't see what you are after please feel free to contact us.
Gazebos Australia works hard to have good stock levels of all our products available in our warehouse for prompt shipping. In the event that we run short of a product and a delay of more than 48 hours is expected, we will contact you to advise you of the expected despatch date. Peak seasons, public holidays and extreme weather conditions (floods, severe storms) may also cause unexpected delays in the receipt of goods from our suppliers.
If you have any questions regarding our Stock Policy please contact us.
Frequently Asked Questions
We are famous for our fast despatch 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.
Q: How will I know you have received my order?
As soon as we receive your order you will be sent an automatic order confirmation email and your order number. Anytime you have further questions you can email us and quote your name and order number for a prompt response. If we have any queries we will contact you via the details you have forwarded.
Q: Can I make changes after I have submitted my order and made payment?
Our system is designed to fill orders and get them on their way as quickly as possible so there is a very small timeframe in which you can make any changes. After you have submitted your order, the process begins and you cannot make any online changes, however if you contact us ASAP by phoning 07 3889 8444 and we can still make the changes, we will. If the goods have already been despatched or are in the process of manufacturing then, unfortunately we cannot make any changes.
Q: How can I pay for my order?
Our preferred method of payment is PayPal due to the security offered for both buyer and seller and the speed in which the transactions are processed.
Q: I'd like to place an order for some goods but want to know if you have them available, what the delivery charge is and when I can expect delivery?
It's best to call our store at 07 3889 8444 and a Customer Service Assistant can tell you if it's available, what the delivery charge is and the approximate delivery time. You can even place an order over the phone and pay via credit card at this time if you wish.
Q: What if I order an item that is out of stock?
Whilst we try to ensure our website is updated with available products and colour choices, occasionally we get caught short. When this happens we promptly notify the customer and let them know the item/colour they have ordered is out of stock and discuss with them their options (refund, alternate product, alternate colour, etc).
Q: Do the products you sell come with Warranty?
Every product we sell comes with a Manufacturer's Warranty. Warranty conditions vary depending on the product and the manufacturer involved. We list the manufacturer's warranty period in each ad. For more info please feel free to phone or email us or you can check out the warranty page.
Q: Why have I not received an order confirmation?
Some e-mail services incorrectly flag automated messages from our servers as spam. If you don't receive anything, please check your spam folders first. You may also accidentally have provided an incorrect e-mail address (typing error), in this case please contact us via phone or email to check whether we received your order. If you get a message from us please read it as it will contain important information.
Q: How do I choose what colour I want?
If there is more than one colour choice available there should be a drop down box to make your choice. If not, then you will need to send us an email message with your colour choice. We will not despatch your order until we know what your choice is and will contact you should we not be given a colour/design choice.
Q: Are the colours I see on the website accurate?
All colours are reproduced as accurately as possible; however, colours will differ between computer screen resolutions and individual monitor settings and components. Variations in colour may occur when the product is manufactured and may differ from item to item of the same product.
Q: What happens if I receive a different item to the one I ordered?
On rare occasions during the packaging and despatch process, the wrong item is sent to a customer. If this happens to you contact us ASAP and we will arrange for the correct item to be sent and the incorrect one to be collected and returned to our store.
Q: If I receive an item and decide it's not what I want can I get a refund or exchange?
No. We only exchange items that are faulty or incorrectly sent; we do not give refunds on items purely because a customer changes their mind. If the item is still in its original packaging then we may consider an exchange or store credit. However if it has been taken out of the packaging then it is considered second-hand and we can no longer sell it as a brand new item in our store.
Q: Can I get you to hold stock for me to purchase at a later date?
No. Due to the popularity of some items we cannot hold stock for purchase and payment at a later date. An order is not considered complete until payment is made and only at that time will stock be set aside to fill the order.
Q: How long will it take for me to receive my order?
This depends entirely on where you live in Australia (See the Shipping Policy section above), and what item you order. Some items are made to order and can take up to 3 weeks to manufacture and despatch. Please check the Item Description for the Availability to get some idea of how long the item will take to despatch. For more information on supply time of items, you are more than welcome to contact our store via email or phone.
Q: Can you tell me exactly what day or time I will receive my delivery?
No. As we don't do the deliveries ourselves, we have no control over what day or time deliveries are made. We can give you an approximate day of delivery but we cannot guarantee delivery on or by a particular day or time.
Q: If an item is in stock how long will it take to despatch?
We pride ourselves on our service and fast despatch of orders. In 99% of cases, orders are packaged and despatched within 1 working day of the order being placed, payment being received, and delivery instructions being provided. For orders of items that are too large for Australia Post we require delivery instructions. Failure to provide these will delay the despatch of your order whilst we chase you up for that info.
Q: Why do you need delivery instructions for my order?
For any order too large for Australia Post that are being delivered to a residential address, we must have delivery instructions on where on your premises the courier can leave the item if no one is home for the delivery.
If the order is going to a business address we need the name of the business along with the opening hours. We cannot despatch orders until we have this info. The courier will return the goods to our warehouse if they attempt delivery and no one is home, or if they don't have instructions to leave the item on your premises.
Q: How much does shipping cost?
Shipping cost varies depending on the product and quantity ordered as well as your location within Australia. We have long established relationships with a variety of different freight companies along with Australia Post eParcel, so we are able to offer our customers the best value price for their location. To get a shipping price you will need to complete the checkout with your delivery details and the items you want to purchase and then the shipping calculator will give you a price. This all happens before you make a payment so you are not obligated to purchase at that stage if you are not comfortable with the freight price. Alternatively you can email or phone our store for a freight quote, just remember to mention what you are wanting to purchase and your exact suburb and postcode.
Q: Why is the freight so expensive when purchasing multiple items?
When ordering multiple small items the checkout system thinks each item is going to be packaged and sent separately and charges freight for each individual item. When customers order items and they are charged more than it costs us to package, insure and deliver the order we refund the overpaid freight. We only ever charge what it costs us to package, insure and deliver the items. You can either place an order online and pay via paypal and then get a refund once the items have been despatched and we know exactly what the freight cost is or you can place an order via email and we can send you a paypal invoice or you can order over the phone.
Q: Do you deliver to my door?
Where possible the transport companies we use will deliver to your door, however in some cases (remote townships, islands, isolated communities, etc) delivery will be to the nearest depot or town with a drop-off point for the customer to collect. In some regional towns you may also find freight is only delivered once a week so delivery may take longer than expected. Unfortunately, in these cases we don't always know this information as to when the goods are shipped. We only find out when we look into an ETA for delivery.
Q: I already placed an order and I'm just following up on when I can expect delivery?
If it's still within the expected time frame (see above), then chances are it's still on the road heading towards you. Unfortunately we have no influence over freight companies when it comes to guaranteed delivery times. However, if you want to make sure there has been no problems then email us with your name, order number and date the order was placed. We will make an enquiry with the relevant freight company and get back to you as soon as we have some news. If your order is taking a bit longer than we expected we apologise and thank you very much for your patience.
Q: What do I do if my goods are damaged when they arrive?
If you receive an item that has been damaged in transit please note that it is damaged on the consignment note when you sign for it, and advise us within 24 hours of receiving the delivery so we can immediately make a claim against the Delivery Company.
We require you to email us all the info regarding the damaged item and if possible, photographic evidence of the damaged packaging and of the damaged item/s.
Once we receive the required info and pictures, we will arrange for a replacement item to be sent and for the damaged item to be returned. Transport Companies only accept claims for damage within 24 hours of delivery so please don't leave the order laying around for a couple of weeks before trying to make a claim because it will be refused.
Q: Do the Oztrail parts fit other brand gazebos? Are the parts interchangeable?
Oztrail used to manufacture a number of other brand gazebos and re-brand them so large superstores could sell an “exclusive” item so if you have a brand of gazebo other than Oztrail, that you have purchased from a large big box store (BCF, Anaconda, Bunnings, etc), there is a chance Oztrail parts will suit your gazebo.
Just email us, Before You Purchase, with the brand name and model name of the gazebo you have so we can do some research for you. Oztrail manufactured gazebos always print the brand logo and model on the outside corners of the canopy so if you are able to send a photo of the logo on the marquee canopy it will make the job of determining the maker of your gazebo a lot easier.
Q: Are you able to custom make a tent/cover or make some screen printing?
Unfortunately we don't do any custom work or manufacture any items, we just sell the ready made items listed on our online store.
Q: I've read that the guide ropes were to be included with the order I made, but I have not received them with my order?
The guide ropes are normally come attached to the canopy products. They are meant to be included as standard with every complete gazebo.
Q: Can I ship all of my orders in one same package?
When packaging orders we do our best to make the packages as small as possible to keep the freight cost as low as possible. In some cases that means we may put side walls and a complete gazebo inside the same box. Other times we may find it is better to send two separate items due to the weight or shape of the packaged order, since freight companies charge per cubic kilo not just per actual kilo.
Unfortunately with the way the checkout had to be setup, it charges each item as though they are being posted separately. We are looking at ways to alter this but have been unsuccessful since the new checkout system was updated. When customers purchase multiple items and they overpay the freight we refund the cost difference after we have shipped their order and worked out how much it cost us to package, insure and deliver the order.
Q: Do you allow local pickup?
Local Pickup is welcome and you can pay in store via credit card/eftpos or cash. We are open Monday to Friday, 8.30am til 4.30pm.
Q: Do you do installation of the products?
Unfortunately we don't do any installation work at all, we just sell ready made items for customers to install themselves. If you are looking to install a ready made shade sail or gazebos like the ones we sell you may be able to find a local builder or handyman who can do it for you.
Q: Do you deliver worldwide?
Generally we don't ship outside of Australia however if it is a small item we can fit into the post then we may be able to do it. Let us know what item you are after and we can work out if we can ship it to you and what the shipping cost would be.
Q: Can you guarantee delivery of products on a specific date?
Unfortunately, we cannot and do not guarantee delivery times or days as we have no control over the courier companies and if they have an accident, etc. then it causes problems if we have made delivery time promises.
Q: Would it be possible for someone to come and advise us on the type and size of gazebo that would be best suited for our area?
Unfortunately we don't offer any service to come out on site and make recommendations as to which gazebo will be most suitable. Keep in mind all OZtrail Gazebos are temporary units only and are not designed to be kept up permanently.
Q: Do the prices on your webpage include GST?
Yes, all our prices on our online store include GST.
Q: Can you make sizes and colors on request?
Unfortunately we don't manufacture any items to order.
Q: I cannot press Bill to This Address, cannot sign up for newsletter and cannot pay via PayPal. What's the problem?
Perhaps you are using an iPad/iPhone and it's not working with our system, which happens when Apple do an update that inteferes with our online system and we have to wait for the creator of the online system to make an update so both systems align. Try switching to your PC when doing your transactions as it usually solves this problem.
Q. How can I find out the correct model of my 3x3 Oztrail Gazebo? I think it’s a Deluxe since it has a blue canopy.
The best way to figure out which model Oztrail Gazebo you have is to check on the outside corner of the canopy. All Oztrail gazebos have their model name printed on each outside corner of the canopy, this is assuming you have purchased the correct canopy for your gazebo (if you didn't buy the complete oztrail gazebo with the canopy).
Another way to tell is the Deluxe Models has one pole holding up the canopy roof (right in the centre) whereas the Compact Models has four poles holding up the roof (going from the top of each corner like a pyramid). It used to be that only Deluxe Models had blue canopies, however a couple of large chain stores have been getting Oztrail to make up models exclusively for them using blue canopies but they aren't actually Deluxe models.
If you still aren't sure of what you have you can always contact us with pictures and we will do our best to work out which model it is