FAQs

Shipping & Delivery

Good question, we ship Australia wide for free. Unfortunately at this stage we don't ship overseas.

Unfortunately, we don’t offer pickups from our suppliers warehouse for any of our products.

The Garden Gate has a range of different delivery methods depending on the size, weight and fragility of an item.

We ship via Australia Post, standard couriers and specialised courier services.

Unfortunately, you are unable to arrange your own courier for delivery. You would need to have the item/s delivered by our assigned couriers.

It depends on where your item is being shipped to and from. We estimate delivery to most places in Australia between 2 and 7 business days but it can take up to 10 business days to more remote areas of the country.

When an item is shipped you receive tracking and if you follow the couriers tracking website you will receive a more accurate delivery estimate.

If no one is present when the delivery is made the courier will leave a calling card explaining how to collect or arrange re-delivery. If the parcel is being delivered by Australia Post then it will be available for collection from the Post Office.

If the parcel is being delivered by Allied Express then they will attempt to re-deliver when you are home however only during business hours for no additional cost. If your schedule does not allow for you to be present during these times we recommend that once you receive your tracking information via email that you fill out the Authority to Leave Card

If the parcel is being delivered by Australia Post, unfortunately we are not able to provide Australia Post with authority to leave an item once it has shipped from the warehouse, however we recommend opening a MyPost account online and seeing if a Safe Drop is available once the consignment number has been generated and sent to you. You can nominate safe spots for consignments to be left, not only for this particular order but could save you a lot of time in the future also. You can create a My Post account here. If you open a MyPost Deliveries account, you’ll be able to see if Safe Drop is an option, and request it for specific deliveries, through your Track list.

No, we cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door and and some require a signature upon delivery.

Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24-48 hours to update accurately. Alternatively, you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.

If the tracking is not showing up anything, or is saying invalid please double check the tracking number you have put in. It can take upto 48 hours for the tracking to update.

If the tracking still does not work after 48 hours then get in touch with us and we will investigate further.

Our couriers deliver Monday to Friday between business hours which are 8 am to 6 pm.

No, The Garden Gate currently only ships Australia wide.

No, we currently don’t offer an overnight delivery service.

No, as our items are shipped from all over Australia we don’t offer an express delivery service. I’m sorry about that.

Unfortunately, for reasons outside of The Garden Gates control we are not currently able to request a specific delivery date. We are constantly working on ways to improve our delivery service and hope to have this available in the future.

Our items ship out from multiple warehouses around Australia and this means different products will ship from different locations and may not arrive at the same time. Once an item has left our warehouse you will be sent a "shipped" email confirmation with tracking details.

Yes, when entering your delivery information there is a notes section for you to add an authority to leave. Please note that these instructions can only be basic and won't allow you to arrange specific delivery dates or times.

Returns

Refer to our Refund Policy

Order Queries

Unfortunately items are occasionally damaged in transit or faulty.

If an item arrives and the packaging or the item itself is clearly and significantly damaged/faulty, you should take photos or video showing the damage/fault, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged/faulty after it has been delivered to you, please take photos or video clearly showing the damage/fault and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

 

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:

 

- Suggest a self repair (with an offer of compensation to you)- Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)- Offer a partial or full store credit voucher or refund- Replace the product (subject to availability)- Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Our items ship out from multiple warehouses around Australia and this means different products will ship from different locations and may not arrive at the same time. Once an item has left our warehouse you will be sent a "shipped" email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items from multiple warehouses.

If the tracking for the missing items shows as delivered then please let us know within 3 business days which item is missing and we will further investigate this.

Very occasionally we may accidentally ship the item to you with missing parts. If you have received an item with missing parts, let us know and send us a photo of the assembly instructions circling the missing parts as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the missing parts or provide compensation to you to obtain the missing parts.

You may request to cancel an item from your order, only before an order reaches the dispatch processing stage. After an order, reached the dispatch processing stage, cancellations may not be possible.

You may request to change the shipping address on an order, only before an order reaches the dispatch processing stage. After an order, reaches the dispatch processing stage, address changes may not be possible.

Unfortunately not, once an order has been finalised no additional items can be added. A separate order would need to be placed

Unfortunately not, once an order has been finalised, the estimated lead times will be accurate. We are unable to hold orders.

Pricing & Payment

We offer payments via Visa, MasterCard, PayPal, Afterpay, and Gift Cards, Shop Pay, Apple Pay, Google Pay & American Express.

No, we unfortunately don’t offer a layby service. We offer Afterpay as a payment option that may be of assistance to you.

Yes, we offer Afterpay as a payment method.