FAQ | Mountain Shade

  • Do you ship internationally?

    No. We ship Australia wide.

  • Why are your prices so low and such good value?

    because we:

    • source our products directly from our own factories;
    • purchase in shipments much larger than most retailers to obtain a better price;
    • do not involve or rely on any intermediaries to source our products ;
    • Sell on the Internet and Telephone only which eliminates expensive retail costs.
    • We dont spend huge amounts on advertising, but rely on happy customers, community support & sponsorship and word of mouth to promote our business
       
  • How do I place an order?

    You can order via the Internet 24 x7 x 365 days a year or via the Telephone during AEST Business Hours.

  • If you wish to use the Telephone to order, pls call 03 9431 5020 during AEST Business Hours. Our staff are all marquee and printing experts ( and most use the products for their own enjoyment or clubs they are involved with), thus they can quote you accurately, and offer good advice as well.

  • If you wish to use the Internet to order, we have three simple steps for ordering 24/7.
    Step1: You should log-in first on this website via My Account. If you are a new user, you may register as a customer for free. You can browse ( goto Step 2) if you wish, and register at checkout, but by registering first, it saves you time.
    Step2: Browse the item you wish to purchase - by inputting the keyword in the search file located on the top right of the home page, or click on our "mega menu" system to find the products you are interested in. When you have found the products you would like to purchase, simply click the "Add To Cart" button. You will see these items in your shopping cart now (View cart).
    Step3: When you have finished your shopping, simply click on the Checkout button located on the top right of the page or at the bottom of your shopping cart. The website will then lead you through the process of providing delivery and payment details.

  • Can I cancel or change my order once the order is confirmed?

    Yes, you can cancel or change your order before you submitted the payment. We only proceed your order once the payment has been confirmed. You may get payment reminder emails from us if you have ordered and not paid. Please email us as soon as possible if you wish to cancel or change your order.

  • Why would all the items in my shopping cart no longer become available when I check out?

    Our stock is managed on a first check out - first sold basis. If the item you have selected is no longer available when you check out , that means someone has completed the check out before you.

  • Why could my order be canceled before I paid for my order?

    Your order will be canceled and the item returned to our inventory if we could not confirm your payment within 5 business days after you have placed your order . But usually we will notify you via email or phone before we cancel your order.

  • How do I check my order status?

    Once we have confirmed your payment, we will dispatch your order ASAP. Note that order dispatch timeframes are based on what you have ordered. Tracking information will then be sent to your billing email address you supplied us, or you may find the tracking information from your account.

  • Where can I find my previous orders records?

    Simply log-in your account, then click on "My Account", all previous orders you have made will be shown .

  • What payment methods do you accept?

    Bank Transfer/Deposit, Cheque, Amex,Visa or Master Cards, Money order and Bank/Business cheque. (No personal cheques)

  • Do your prices include GST?

    Yes, all our prices are GST included + Postage ( if you selected postage).Pickup is no cost.

  • What if I am a competitor and checking out your website?

    As we are a market leader and innovator, our competitors try to copy a lot of things we do. Luckily we log IP addresses, web site page access and track email identity ownership via various internet tools to catch people who are trying to violate our copyrights and intellectual property. NOTE: All of our content and images are copyright. Never know, you may even get emails with our job vacancies if you visit enough.

  • When will you ship out my order?

    Your order will be dispatched within 1-3 working days after we have confirmed your payment and the items are in stock. If you have ordered a custom production item, such as printing, then typically your order will not be shipped till your custom production items are completed, and then we ship all items to you in one shipment. You will be notified via an email with a unique tracking number and delivery details.

  • Where can I track my order?

    1. Regular & Express Shipping
    If your goods have been dispatched you can track your shipment. We use TNT for for our deliveries, thus, just click on the following link --please make sure you have your tracking number ready. TNT Trace & Trace

  • Do you provide combine shipping service?

    Yes. We combine postage for multiple items, as long as it is ordered at the same time, ie a single order.

  • What happens if I am not at home when the courier delivers my orders?

    TNT: If no body is at the delivery address to receive the parcel , a card will be left advising that the parcel can be collected from the nearest post office.

  • Can you ship my order to my PO BOX address?

    No typically. Not possible except for small Express post items less than 5kg.

  • Can I physically see an item before I purchase it?

Yes. You can come to visit us during trading hours. Please view more details at CONTACT US. or call 1300 320 540 to book a warehouse product demonstration. Our warehouse is in a different location to our sales office, so you need to communicate with us to ensure we can help you when you wish to visit.

  • What currency does our website display?

Australian Dollars (AUD)

  • What Warranty terms and Repair/Replace facilities do you offer?

Our Warranty is typically industry leading and we were the innovator of the Long Duration warranty, and also the Printing Warranty we now offer on our printed marquee's/gazebo's and banner flags. Others may be copying us in some manner, but nothing replaces the solid engineering and quality materials we use.

Our Frame and Fabric Material Warranty is a manufacturers warranty and is designed to protect you from any manufacturing defects of the product. It can be found here. PRODUCT WARRANTY. Please note that the Frame Warranty is what extends to the full duration of the warranty period. The Fabric Material warranty is a manufacturers warranty designed to protect you from manufacturers defects as well, but due to being fabric, is not included in the full metal frame warranty period. Remember, to claim on the warranty, you need to be able to demonstrate that you have been using the product correctly and in the right weather conditions as per Warranty Applicability section of the Product Warranty. Believe us when we say "we know our product", as its been tested in some of the most difficult and demanding weather conditions all over Australia, thus we know its well designed and suitable for Australian conditions, hence it carries the Australian Standards certification rating. 

Our Printing Warranty is a genuine - Guaranteed not to fade, or we will replace your Printed item - warranty. We offer this because we use the best suited to Australian conditions printing inks for our products. These cost more than a lot of the "cheaper inks" used by other suppliers. If other suppliers don't offer you a similar warranty to us, then it's not the same quality of printing and WON'T LAST AS LONG AS OURS. It's as simple as that. We offer this warranty because printing is not cheap, and we feel customers should know the difference before they commit to a supplier.

Our Printing Warranty can be found here. PRINTING WARRANTY. Please remember that our Printing Warranty has conditions as to how to use our printed marquee's and banner flags to ensure that you can make a warranty claim.

All of our WARRANTY is based on the fact that our marquee's and banner flags and printing are temporary structure items and are not warranted to be left outside as a semi-permanent or permanent structure or during inclement or dangerous weather conditions. This is common sense to most people, but we explicitly mention this for the purposes of warranty clarity.

To repair or replace a Mountain Shade product you have purchased, you need to satisfy Mountain Shade or your Reseller that you have used it as per the Product Warranty requirements, and make the claim within the timeframes specificed in the Product Warranty requirements. Photo's etc are very helpful, as are explanations. We are very fair and reasonable when it comes to warranty claims, as our product doesn't break very often. You submit your Warranty claim via our RESOLUTION CENTRE, which is detailed here RETURNS POLICY.

  • Do you offer Refunds?

Yes, we do, as per any responsible supplier. Our Refund Policy is detailed here. REFUND POLICY.