Shipping

Shipping Costs:

We ship our products Australia wide. All shipping costs are noted on each product page and are flat rate based on the item's size/weight, and your location. Some items may have a 'Click & Collect' option on the product page - if you wish to collect/organise your own freight for any items without this option listed, please contact us to organise.

Please note: If you select a shipping option (eg Click & Collect, Melbourne Area Shipping) that is not relevant to you, we reserve the right to cancel the order and refund your payment. We will contact you first in this instance.

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and processed payment.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and request the good(s) be shipped. If your item is on backorder or otherwise unavailable for immediate shipment (within 5 business days), we will reach out to you via e-mail and if you do not wish to wait, we will refund your payment.  

Order Shipment:

If your order is in stock and we process your payment, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the email address your provide 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: enquiries@deluxewaterfeatures.com.au.

Please also note that items that are deemed excessively ‘heavy or bulky’ may require liftgate or forklift to unload at the discretion of the freight company. 

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrive damaged, please advise the details (including photos) to enquiries@deluxewaterfeatures.com.au as soon as practicable.

Returns & Refunds:

If you are unhappy with your purchase, please contact us within 21 days of receiving your order for return details - items returned without authorisation will not be accepted. Unfortunately, we cannot offer an exchange/credit or refund if you simply change your mind. Refunds will only be issued where the product is found to be faulty. The purchaser will be responsible for return shipping costs.