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.*
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 longer than our estimated 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 sometimes delays do happen due to unforeseen circumstances. It is for this reason that we advise you allow for up to 30 business days for your order to arrive (even though it is usually much quicker). 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.
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.
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 email@example.com
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 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).
Head to our Returns Center to initiate a return.
Please note that a condition of our 30 Day Easy Returns policy is that items must be unused, uninstalled and in their original packaging. Any items that indicate they have been used or installed will be excluded from refund eligibility.
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 or Defective 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 firstname.lastname@example.org 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 cancellations before your order has shipped we will do our best to terminate the order before it is booked in for collection to avoid any courier charges. 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 processing and courier fees for 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.
*Some remote postcodes are excluded from our free shipping offer. Vertical Gardens Direct reserves the right to charge a fee for remote areas.