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Shipping Policy

Order Confirmation

As soon as you place your order you will receive an order confirmation e-mail from us to confirm that we have received your order in our system and pre-authorised your credit card for the purchase.

 

If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Shipment

If your order is in stock and we process the charges to your credit card, it will ship within one to five business days from the date of your order.

You shall then receive tracking information (if applicable) within 24-48 hours of your order leaving the warehouse to the e-mail address you provided when checking out.

If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at hello@verticalgardensdirect.com.au

Deliveries are sent during normal business hours, Monday to Friday and can take between 1 and 10 days to receive, depending on your location.

Purchases made on weekends and public holidays will be processed on the next business day.

PO Boxes

We cannot deliver to PO Boxes.

Any orders addressed to a PO Box will not be processed. We will not authorise the payment from your credit card and the order will be cancelled.

 

International Orders

Most of our products are made specifically for the Australian market and to Australian Standards, therefore, we recommend you check with your local authorities that the product is suitable before ordering.

We will happily ship our products to international customers. Due to the extremely wide variety of product dimensions, we will provide an up to date shipping price quote for you upon request. Simply send a quotation request to hello@verticalgardensdirect.com.au

Should you wish to proceed after receiving a quotation we'll prepare an order for immediate payment through our secure online payment gateway.

Delayed Delivery 

Please note that while these timeframes are usually accurate, sometimes it may take slightly longer than our specified timeframe for your delivery to arrive.

Please understand that while we will do everything in our power to ensure your order arrives in the shortest timeframe possible, delivery timeframes may change due to unforeseen circumstances such as weather, road conditions, breakdowns, time constraints or time-critical freight getting preference.

 

It is for this reason that we advise you allow for up to 15 business days for your order to arrive.

 

Order Cancellation

In the event that you wish to cancel your order before it is shipped out to you, please get in contact with us ASAP and we will do our best to cancel the order prior to it being despatched. Any order cancellation requests made after an order has already been despatched will not be accepted. You may return the product back to us under our 30 Day Easy Returns Policy once it has arrived to obtain a full refund.  

 

Lost Items In Transit

If the courier company deems your items as being lost in transit then we will send a replacement item out at no extra cost to you.

Please note we cannot offer any refunds or replacements until the courier has deemed the item as lost in transit. This may take up to 4 weeks from the initial order date

 

Redelivery Fees And Authority To Leave

If you are not home to accept your order, a card will be left advising next steps for re-delivery, there may be additional charges involved for this, especially for heavy items. If you opt for an authority to leave please note that once the freight has been delivered, the courier or Vertical cannot be held responsible if the freight goes missing from your property.

 

Return to Sender

In the event that your order is attempted delivery without success (if nobody is home) or you refuse to accept delivery of your item(s), and you do not collect the item(s) from the local depot within the stated timeframe, these item(s) will be returned to us.

If the item(s) are returned to us and you decide to have your order redelivered to you, you will be required to pay any excess redelivery charges incurred.

If the item(s) are returned to us and you decide to cancel your order, any incurred return delivery charges will be deducted from the total amount to be refunded.


If anything is unclear and you still have questions please feel free to Contact Us.
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