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Shipping & Returns

We currently have a special free shipping offer to residents of South Australia, Victoria, New South Wales, Australian Capital Territory, Tasmania, Western Australia and Queensland.

A minimum order amount of $300.00 applies.
Orders under the value of $300.00 will incur a delivery fee dependant on the size and weight of your items, as well as your location.
Northern Territory customers are excluded from our free delivery promotion and will incur a delivery fee depending on your location.
This is a limited time offer only. Take advantage now.

 

Our Delivery Promise:

We promise to do our best to get your delivery to you in a timely manner, no matter how big or small your order. All orders are shipped from Melbourne, Victoria. Deliveries to VIC, S.A. and N.S.W. normally arrive within 2-4 business days. Orders to Queensland, Tasmania, Northern Territory and Western Australia normally arrive within 3-8 business days. Regional locations may in some instances take up to 15 days to arrive (This is a rare occurrence).

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 are dictated by the courier companies we use to deliver your goods and is out of our control. It is for this reason that we advise you allow for up to 15 business days for your order to arrive. Once your order is dispatched, we will email your tracking details to the email address you provided at the checkout page. 

Authority To Leave:

You may wish to give 'Authority to leave' for your delivery. Authority to leave will allow the courier to leave your delivery at your front door or another location on your property of your choosing and not require a signature. If you wish to provide authority to leave, please leave a note in the 'order notes' section during the checkout process stating that you authorise for your order to be left without signature, please also include the location you wish for your order to be left. Please note Vertical Gardens Direct will not be held responsible for any lost or stolen items if you elect to use this option.

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail to let you know we have received your order. Shortly thereafter, you will receive an email to inform you that your order has been received and is being prepared for by our factory staff for delivery. Within 24 hours of your purchase, you will receive another email containing the tracking details for your order. 

Order Shipment:

Most orders are shipped within 24 hours of making your purchase but in some rare occurrences it may take up to five business days from the date of your order. Rest assured, It is our priority to get your order to you in a timely manner and we will let you know if there are any delays with your delivery. We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provide when checking out.  If you do not receive tracking information from us within six business days of your order, please follow up with us at sales@verticalgardensdirect.com.au

30 Day Easy Returns:

We want you to feel confident knowing that you are getting the best product and that it is right for you. That's why, if for any reason you decide that our products are not suitable for you within the first 30 days of receiving the item(s), you may return it for a full refund of the purchase amount (excluding any delivery or return delivery fees incurred). Simply call 1300 832 527 or email returns@verticalgardensdirect.com.au and we will take care of everything for you! We will be in contact with you to work out the best day for the item to be collected from you, and we will organize the return postage. The refund will be processed once we’ve received confirmation that the item(s) have been collected. You will receive an email notifying you of the refund (all refunds will be processed through the original payment method). The original purchase amount will be refunded less the return delivery fee. Please note that a condition of our 30 Day Easy Returns policy is that you must keep the original packaging undamaged to be returned in, and the item(s) must be in their original condition with absolutely no signs of use. If item(s) are returned outside of these conditions, Vertical Gardens Direct reserves the right to charge a repackaging/restocking fee up to the amount of $80.00.

If for any reason you decide that our products are not suitable for you after the first 30 days of receiving the item(s) you may still return the item(s). Returns will only be accepted if the item(s) are returned with absolutely no signs of usage and in original or similar packaging. Please note that all returns outside the 30-day return window will be subject to a $50.00 handling and restocking fee as well as the return shipping costs. You may elect for us to organize and book a courier to return the item(s) to us, in which case the courier fee + handling and restocking fee will be deducted from the total purchase amount refunded to you. 

Custom made items/products are ineligible for returns.

Please note: Vertical Gardens Direct will only accept the return of your full order, we will not accept partial returns of your order due to incorrect measurements or calculations. Please take the time to measure your area correctly to ensure you avoid over-ordering.

 Damaged Product:

In the case that upon inspection of your product, you find that you have received an incorrect product or you find it to be damaged please make sure to keep the original packaging and contact us as soon as possible by emailing returns@verticalgardensdirect.com.au or calling 1300 832 527. Let us know the issue as well as your order number and contact details. If possible, please attach several photos of the product. After approval, we will replace the item(s) or issue a refund depending on your preference. We will organize the return postage of the product/s and you will not be required to pay the cost of returning the items.

Order Cancellation:

All order cancellations due to change of mind before an order has been shipped or processed are not subject to any cancellation fees. All order cancellations due to change of mind after your item(s) have been shipped or processed but before receipt of the item(s) may be subject to a $50.00 handling and restocking fee as well as the return shipping costs. You may elect for us to organize and book a courier to return the item(s) to us, in which case the courier fee + handling and restocking fee will be deducted from the total purchase amount refunded to you.

Custom-made orders cannot be canceled.

Please take the time to ensure you are ordering the correct type and quantity of product for your requirements. Vertical Gardens Direct holds no responsibility for any customers ordering the incorrect quantity or style of product, even if it is based on our recommendations.