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FAQ

Frequently Asked Questions

Frequently Asked Questions

Can I place an order over the phone?

Contact The Shady Ladies during our business hours Monday - Friday 9am until 4.30pm  (02) 432 61813

Please note if we are not able to answer your call please leave a message or email us so we can get back to you. Email customerservice@theoutdoorshop.com.au

Can I pick up my purchase?

We are an online business and ship all our items from our logistics warehouse on the Central Coast 2256. We don't have a shop front and we are not always at the warehouse so it is best that you order online as we are not alway at the warehouse.

All pricing is in Australian Dollars.

International customers do not have to pay GST so please ensure you change the tax area from Australia to International at check out and you will recieve 10% off the price of the shade sail and shade sail fixing accessories. 

Payment Methods -

Payments can be made by the following safe and convenient methods - 

Paypal  (you are able to make payments with your credit card through paypal without having to register) or please call us to make payment over the phone.

Direct Bank Deposit -  Australian Customers - When using this facility please ensure you include your order number or reference number in your deposit details

ANZ Australia 

Acc Name: The Outdoor Shop Australia Pty Ltd

BSB: 012-235   Account: 369 097 092

 

Can you custom make shade sails?

We can produce custom quotes, however these are not made by us. We have a few select suppliers we can offer quotes from. Custom shade prices are alot more expensive then those you see on our website. Please email us through your requirements and we'll be in touch.

Will my shade sail be one piece of material or joined?

The width of the shade sail fabric is a standard 3 metres. If you order a shade sail over 3 metres in width then your shade sail will have a seam. (3x5,3x6,3x7,3x8 will have no seams) (3.5x5m, 4x5m 4x6m etc will have seams)

How will I receive my Parcel?

We ship our items with Australia post and Express Couriers International (for our international customers).

A signature is required on delivery. If you are not home at the time of delivery Australia Post and ECI will also leave cards but these can be picked up at the post office closest to you or determined on the delivery card.

A signature is neccessary to provide confirmation of delivery. Any authority to leave your parcel at your request voids any insurance on your parcel.

 

When will my parcel arrive? 

Once your parcel has been dispatched from our warehouse an email will be sent to you directly from Australia Post with your eta and tracking details. If you are an International customer we will email you from customerservice@theoutdoorshop.com.au with your tracking details and you will also receive tracking details from Australia Post who manage our Express Courier International parcels for our international customers. Please refer to the links below for all relevent postal tracking services we use. If you are not home at the time of delivery a card will be left for you to collect your parcel from the closest Australia Post office to you.

Please check for your tracking emails in your 'junk' folders if you do not receive one as they sometimes end up there. If you have not received any tracking details at all please don't hesistate to contact us and we'll let you know what this is.

 

http://auspost.com.au/track/

https://www.nzpost.co.nz/tools/tracking

 

It has passed the eta and I still have not got my parcel?

If your parcel has not arrived and the ETA has passed please contact us by either method below and we'll be happy to follow this up for you.

Phone -  (02)43261813

email - customerservice@theoutdoorshop.com.au

Is my parcel insured?

Yes for your peace of mind, your parcel will be fully insured while its on its way to you. If your item is deemed missing by the courier company then we will replace it. Please note if you give your authority to leave the parcel outside your property and the parcel goes missing this will void the insurance.

Can I exchange my item?

At the moment only our Australian customers can return an item under our 14 day money back guarantee policy. You will be required to pay any difference in prices between the two items as well as the delivery costs. Please note that all shade sails which are exchanged need to be in original condition i.e clean, free from debris and dry when they are returned to us. If they are returned in any other condition to this an exchange will incur additional costs as the shade sail can not be on sold used.

Can I amend my order?

If your item has not been dispatched then we are able to change your order for you. Please email us at customerservice@theoutdoorshop.com.au with your details or call us on (02)432 618 13 during business hours.

About our Shade sails?

How are the measurements of the shade sail taken?

Our shade sails are measured from buckle to buckle, meaning the outer edge of the buckle to the other outer edge of the buckles. Due to shade sails tapering in at the centre to assist with correct and even tensioning, you will lose between 30cm and 50cm across the middle of the shade sail depending on the size of the sail. Please keep this in mind when ordering. IF you have the space to move, it is advisable to go up a size to ensure you get the coverage across the centre you desire. 

I am looking for a particular size & colour and can't find it on your website? 

We endevour to keep our website up to date with all available stock. If you can't find a product it's highly likely we don't have it in stock. However we have new stock arriving throughout the year so please feel free to email us at customerservice@theoutdoorshop.com.au with any stock enquiries you may have and we can check whether we have stock coming in.

How can I clean my shade sail?

When cleaning the shade sail, it is recommended that you use a mild dishwashing liquid with a low pressure water hose and a soft scrubbing brush. It's not recommended to use high pressure water to blast the fabric clean. Solvent based cleaners and bleach should NOT be used.