Here you’ll find answers to Frequently Asked Questions about Orders, Shipping Warranties etc. We’ve also created FAQ’s for many of our Product Pages. These answer more specific questions about the individual products. If you still can’t find the answer you’re seeking, please call us on Free-call 1800 155 233 or send us an email.
HOW DO I ORDER ONLINE?
Welcome to ShadeAustralia.com.au. We’re constantly working on ways to make our website easy to use and provide you with all the information you need to make an informed decision. If you see an item you want to buy then simply click the ADD TO CART button beside it. When you’ve finished all your browsing, hover over the Shopping Cart at the top of the page and click Check Out. Immediately you’ll see that you are in a secure area (https://). Check that all your items are in the cart and complete the order process using PayPal, a Credit Card or by nominating to make a Direct Deposit.
You’ll receive an Order Confirmation from us within moments of your order going through. When the goods are dispatched you’ll receive another email from us with a Tracking Number.
HOW MUCH IS DELIVERY?
You can calculate the cost of shipping the item right on the product page. This makes it easy for you to know the complete cost of the item delivered right to your door.
CAN I CHANGE/CANCEL MY ORDER?
Once you’ve placed your order we spring into action. Stock items are usually shipped the next day so it is hard to cancel an order once it’s been shipped. If, you order a custom made product such as a shade cloth sail or Italian Piazza Style Commercial Umbrella then once we’ve actually started cutting fabric and materials specifically for you so, cancelling your order isn’t possible.
If you do need to cancel an order for some reason immediately after you’ve placed the order call or email us ASAP and we’ll see what we can do. If you’ve received the item then you need to refer to our Refund Policy.
CAN I TALK TO SOMEONE AT SHADE AUSTRALIA IF I NEED EXTRA ADVICE?
Of course. We’re right here waiting to take your call. We know our products inside out and will do our best to answer all your questions. Call us anytime between 9am and 5pm Monday-Friday on Freecall 1800 155 233.
WHAT DO I DO IF MY GOODS ARRIVE DAMAGED?
If you receive a product that is damaged in transit from us to you, you should:
Refuse to accept delivery of the product.
Direct the courier to "Return goods to sender" and
Notify our Customer Service staff immediately.
If you have already accepted delivery, and subsequently notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately. Contact our Customer Service Department on 1800 155 233 or firstname.lastname@example.org You will need to complete a Return/Damaged Goods Form so we can organise the return of the goods to our warehouse.
HOW DO I CONTACT SHADE AUSTRALIA
Just give us a call, send us an email, post us a letter or call in.
17 Norwich Road (Corner Lancaster St) Ingleburn 2565 Sydney Australia
DO YOU HAVE A RETAIL OUTLET?
Shade Australia operates from a warehouse complex in Ingleburn, South West Sydney. Yes, we do have showroom where we display a wide range of the products advertised on our website. Customers are always welcome to visit us, inspect the various products and receive professional advice.
WHAT ARE YOUR TRADING HOURS?
We’re open from 9am-4.30pm Monday through Friday. We do open Saturday Mornings during summer from 9am-1pm but you should check on our website for specific weekend trading details.
IF THERE IS A PROBLEM, WHO DO I CONTACT?
We’re here to answer questions and solve problems. Call us direct on 1800 155 233 and once you explain what the problem is we will do our best to solve it right there on the spot or put you through to the person directly responsible for solving your specific problem.
IS IT SAFE TO PAY BY CREDIT CARD ONLINE?
We use SSL certification to protect sensitive credit card information. You will see in the menu bar that when you click through to the checkout the web address changes to HTTPS meaning that you are operating in secured environment. We do not store credit card details, your orders are processed with our bank, The Commonwealth Bank, or on PayPal’s server not ours. If you establish an online account with us then your details including credit card details will be stored on our secure server so that you don’t have to enter all your details every time you place an order.
HOW WILL MY PERSONAL INFORMATION BE USED?
We hold a database of customer details which we use from time to time to send out information about specials, news and other things we think you will find of interest. This information is also used for Warranty claims and other business processes. We do not sell or exchange your personal information and it is safe with us.
IF AN ITEM IS DISCOUNTED OR ON SPECIAL WILL MY DISCOUNT BE APPLIED IF I SHOP ONLINE?
Definitely! We regularly discount items on the Shade Australia website and run Spot Specials. If you see an item on special and place it in your cart, you can be sure that the Special Price has been transferred. Rest assured that if you see a special price, you can buy the item at that price on line.
DO OUR PRICES INCLUDE GST?
Yes of course, all prices are displayed in Australian Dollars, including GST.
DO YOU ACCEPT PAYPAL?
We do. We find that many people like to use PayPal and it is one of the methods of payment we’re happy to accept.
CAN I GET DISCOUNTS FROM YOUR OTHER ON LINE STORES?
You bet! Because we value your business we’d like to extend you a special offer on some of our other sites. If you purchase any item on the following websites;
CAN I VISIT SHADE AUSTRALIA TO SEE THE ITEMS BEFORE I BUY?
You sure can. We’re at;
17 Norwich Road (cnr. Lancaster St) Ingleburn 2565 Sydney Australia Freecall 1800 155 233 (Australia Wide)
If you’re coming from a long distance to look at a specific item it’s always a good idea to give us a quick call in advance just to make sure that we have stock of the item you’re interested in and that it is currently on display.
DO YOU HAVE STAFF WITH EXPERT KNOWLEDGE I CAN TALK TO?
We like to think so. We’ve been doing this for a while now and we’ve build up a good deal of knowledge about what works and what doesn’t. We’re happy to share our experience with you, just give us a call.
WHAT IS THE COST OF SHIPPING?
It all depends on where you are and what you buy. Typically our products are quite big and it can cost a bit to ship them, especially if you’re in a regional area. There are multiple places across the website that you can get a shipping price,
On the product page itself
On the shopping cart page
On the final check-out page.
If none of that works for you, just give us a call and we’ll give you a shipping quote over the phone.
Sometimes, particularly if you’re ordering multiple products or, your in a remote area, the shipping cost may seem high. Don’t panic, give us a call on 1800 155 233 and we will recalculate your freight price to see if we can do you a better deal.
Shipping for us is not an area where we make profit. Our sole aim is to deliver the goods to you at the best possible prices. Unlike some other companies we go to a lot of trouble to package your order with lots of padding and yes, with l-o-v-e.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Of course this depends on what you’ve ordered and where you are. Some of the products we sell, like our Revolva Shades and Sidepost Classic Umbrellas have to be physically manufactured before we can deliver them and obviously this takes time. Likewise, if we’re doing a print job for you on shade cloth or on a QuickTop Pro, we need time to get this process completed. Other products are off-the-shelf and usually dispatch the next day.
If you have any questions about shipping times or need your order delivered by a certain date, then you should give us a call just to double check that we’re going to meet your deadlines.
WHERE DO YOU SHIP TO?
Melbourne to Cairns, Sydney to Perth, Darwin to Adelaide and everywhere in-between. In other words, we ship Australia wide.
CAN YOU SHIP TO PO BOXES?
Not really no. We need a physical address.
WHAT IF I’M NOT AT HOME TO ACCEPT DELIVERY?
When you’re placing your order we’ll ask you a question, “Is it safe to leave the goods if you’re not home”? If you say yes you can give us some instructions such as, “By the front gate”. We use this as an ATL (Authority To Leave) and we instruct the courier to do-so. If you’re not going to be home and you live somewhere where it isn’t safe to leave the goods (such as an apartment complex) then you’ll need to get your order delivered to another address, perhaps a work address.
IF THERE IS A PROBLEM, WHO DO I CONTACT?
Any problem at all call us during Business Hours on 1800 155 233. After Hours we use an answering service and all messages are sent through to us.
RETURNS & WARRANTIES
CAN I EXCHANGE AND/OR REFUND?
In most instances you can, however, there are some conditions. Let’s go through them so everyone is on the same page.
If you purchase an off the shelf item and decide it is not suitable you can return it to us within 14 days for a full refund. You will be responsible for the return freight charges. The item must unused, in new condition and the original packaging must be intact. Labels must still be attached to the product.
If the item has been custom made, such as a Frontier Shadesail or made-to-order such as a Sidepost Classic Umbrella, we can not refund or exchange the item as we’ve made it specifically to your instruction. This includes Standard Sized Sundance Shadesails.
Handheld Parasols and Wedding Umbrellas incur a 20% restocking fee and the conditions of 14 days, unused and in new condition with intact packaging apply to qualify for a refund.
Ex display and items sold in the ON SALE section of our website do not qualify for refund or exchange.
WHAT DO I DO IF MY PURCHASE IS FAULTY?
We understand that occasionally this does happen. Don’t panic, if you receive a product and you think it is faulty, let us know immediately and we’ll sort it out. We do reserve the right to get the goods back and make an assessment as to what the problem is and how it occurred before we refund or replace at our discretion. If we determine that it’s a problem due to faulty manufacture, then we will of course replace it for you as you would expect.
HOW LONG ARE THE GOODS YOU SELL WARRANTED FOR?
Shade Australia sells a very wide range of products from numerous suppliers and as you’d expect, all products have different warranties. All product pages display the specific warranty periods. Typically warranties are for workmanship or UV degradation. Products are not warranted against damage caused by wind or misuse. Umbrellas have different warranty periods for the frame vs the fabric. In many instances, Shade Australia is the reseller of products made by other companies. If your product fails and you believe it is a warranty claim, you can contact us in the first instance however the actually warranty claim will be with the manufacturer and we will direct your claim accordingly.
If you’re not exactly certain about any particular warranty period for a product you’re considering buying, just give us a call.
Please also refer to the Warranty Page on our website which addresses specific questions relating to warranty’s.
HOW DO I MAKE A WARRANTY CLAIM?
Just give us a call on 1800 155 233 or email us at email@example.com and we’ll get it underway. You’ll need to have your receipt handy as proof of purchase. Different products are treated differently depending on what has happened. Sometimes we’ll ask you to send us a photo so we can better understand what’s gone wrong.
WHAT ELSE DO I NEED TO KNOW?
Well, does it help you to know that we’ve been in business since the summer of 2000 and that the owners of the company are still the same. Would you like to know that we’ve delivered over 100,000 orders to customers across Australia and around the world. We always stand behind our products and do our best to give lots of information up front. We’re a family company and we’ve built our business on honesty and integrity. We stock only quality product and resist the temptation to sell cheap products which we know will let you down after only a short time. If there’s anything else you need to know you can just give us a call or email the Director of the company.