Shopping for Australia’s leading quality gazebos, folding marquees, and accessories for outdoor adventures, commercial, club, or community group use is now easier and more rewarding than ever. Not only do we provide exceptional products and customer service, we also source the best shipping opportunities so you know you made the right choice. We strive for your satisfaction and do what we can to achieve it.
Our online terms are intended to ensure you have a clear understanding of our offers, what can be expected of our shipping carriers, and how we have to operate to get your products to you as we both hope.
After placing an online order and processing your payment, we will provide you with an email notification.
The email notification confirms that we have received your order request, which is considered an offer to purchase but does not guarantee that your ordered products are available or that we accept your order. Your products being dispatched confirms our acceptance of your offer to purchase.
We reserve the right to accept or cancel your order at any time. If we cancel your order, we will contact you by email to let you know, and you will be presented with an option of either a full refund or a store credit.
Our in-store click and collect service is available daily, during most business hours throughout the week.
If you have the opportunity to drop by to pick up your order, we will be happy to assist in loading your car and to ensure you get the most from your new Altegra. Some lessons are best provided in person, so if you’re unsure of the best way to set up your gazebo or you’re not quite sure of the best colour selection, we’ll make it a worthwhile trip for you.
Our current business hours, including holidays, are updated in our Google Business Profile.
Shipping your Altegra reliably and as inexpensively to you is really important to us. But for us to do so, we really need you to help in the following ways.
Unless otherwise indicated at checkout or through our customer service team prior to your consignment being scheduled for shipping, your package will be shipped and marked with Authority to Leave (link to ATL section).
The authority to leave will result in your package being left at a safe place at your shipping address at the driver’s discretion. The driver will leave the consignment in a location they deem safe and take appropriate photos, confirming the consignment has been delivered.
Please note, if your address is attended to and your shipment is signed for, we will not be held responsible if the signee is not trusted by you.
The shipping service offered at checkout is based on delivery to the front door of a ground-floor address. Third-party carriers will not transport your consignment further than the front entrance of your delivery address.
If no one is in attendance at the time of the shipping arrival, you have not opted for “Authority to Leave”, and/or the driver does not deem your address safe to leave your shipment, the goods will be returned to the depot, incurring an additional fee payable by you.
Please ensure you choose a delivery destination that is accessible, is attended by a representative with authority to sign for your package, and has the appropriate tools to assist with unloading (see heavy items policy).
We reserve the right to refuse delivery to specific locations for items we consider to be at high risk of loss or damage and also inaccessible areas for standard courier and delivery services (see non-standard shipping destinations). In this case, we will contact you, and if we cannot reasonably find a solution, we may cancel the order and refund you less reasonable shipping, return and handling costs incurred.
Our accessories are tailor-made for your gazebo, marquee, or versatile display purposes and general use. And all of them have durability built-in. That means some of them are big and heavy.
So, for shipping purposes, we’ve categorised our accessories into three buckets that correspond with the shipping rates we charge:
Read on for more on each category and how their shipping rates apply.
Most of our accessories fall into this category. They are packed well and their weight doesn’t need a team to lift them.
Standard accessories shipping rules:
All orders that contain standard accessories only with a total of $249.95 and under are a flat shipping rate of just $25 to normal destinations (not included in our Non-standard shipping destinations list).
All orders that contain standard accessories only between $250 and $499.95 have a flat shipping rate of just $35 to standard destinations (not listed in our Non-standard shipping destinations list).
Free shipping!
Our accessories, categorised as Bulky accessories, are generally quite cumbersome. So they are either heavy or take up lots of space in the delivery truck. Therefore, their shipping rate is just a little more than standard accessories.
Bulky accessories shipping rules:
All orders that contain bulky accessories at $499.95 and under have a flat shipping rate of just $50 to normal destinations (not included in our Non-standard shipping destinations list).
Free shipping!
The best rate we can provide is a $20 per weight fee for shipping on all orders. That means that even if you have an order eligible for free shipping with all other conditions (over $500 accessories or with a gazebo/marquee), a $20 per weight fee will be added.
But rest assured, the remainder of your order will still be shipped free.
All orders of accessories (excl. 10kg & 20kg weights) that are $249.95 and under are a flat shipping rate of just $25 to normal destinations (not included in our Non-standard shipping destinations list).
All orders of accessories (excl. 10kg & 20kg weights) that are between $250 and $499.95 under are a flat shipping rate of just $50 to normal destinations (not included in our Non-standard shipping destinations list).
“Free Shipping” is a limited offer that we are overjoyed to make to you as a show of satisfaction for shopping with Altegra online. We are excited to offer to ship gazebos and marquees, carts with gazebos/marquees plus accessories, and carts with just accessories over $500 to you for free – with some conditions.
We strive to provide you with the best offer possible, and while there are limitations to the rule, if they apply to you, we’ll also be happy to work with you to see what we can do.
We exclude certain products from our “Free shipping” offer and do not ship to areas that have been marked as inaccessible by standard carriers (see non-standard destinations).
Some of our items are also very big and bulky, marked as “Heavy item” or communicated by our team, requiring a forklift at your destination address for unloading. If you do not have a forklift, we must charge a manual unload fee due to third-party carrier OH&S (read more about Heavy Item shipping).
While we always do our best to meet our generous shipping policies and ensure your satisfaction, we reserve the right to amend our delivery offers in rare cases that we cannot support your specific shipping circumstances.
* Items marked with an asterisk above are considered a “Heavy item” where conditions apply, and a fee may be charged.
^ Accessories above $500, excluding 10kg & 20kg weights, qualify.
Our steel marquee leg weights are excluded from free shipping offers. Excluded from all Free Shipping offers:
If your cart contains any of these items as well as those that qualify for free shipping, you will be presented with a shipping charge for the weights only.
If all items in your cart are available, all items in your order will be dispatched together.
Our “Free Shipping” offer applies to standard shipping to areas deemed accessible for standard courier and delivery services. These destinations are predominantly Australian metropolitan areas, with some exceptions.
If shipping to you isn’t feasible or is included in the non-standard shipping destination list, contact us, and we will make a reasonable effort to provide you with a shipping opportunity that suits us both.
For example, we can consider a negotiated rate to get it to you without inconvenience, or we can seek an alternate shipping destination that you can use as a trusted location.
If an agreement cannot be reached, we will refund your order’s total amount minus any reasonable processing, shipping and handling charges.
We would love to get your Altegra to you regardless of your location in Australia. However, if you’re living in a remote area, you’re very aware that standard shipping services don’t easily service your neighbourhood.
We want to do our best to help get your Altegra to you. Therefore, our customer service team will investigate shipping opportunities and make an offer to ship to you at an additional cost or to a destination as close to you as possible for your retrieval.
Let’s compromise on shipping to these destinations:
Our products are big and bulky. And some of them that you might order are downright huge. Therefore, getting some of those items to you requires extra attention.
We need to ensure that you have the facility to support unloading certain heavy and bulky items.
Respond to your original order received notification email requesting your refund. We will check delivery records and will apply a $100 refund to your original payment method minus any charges incurred by us.
| Business Days | ||
| State | Metro | Regional |
| Australian Capital Territory (ACT) | 1 - 3 days | 1 - 3 days |
|---|---|---|
| New South Wales (NSW) | 1 - 2 days | 3 - 4 days |
| Northern Territory (NT) | 5 - 7 days | Contact us for estimate |
| Queensland (QLD) | 2 - 3 days | 3 - 7 days |
| South Australia (SA) | 2 - 3 days | 3 - 5 days |
| Tasmania (TAS) | 4 - 5 days | 4 - 5 days |
| Victoria (VIC) | 1 - 2 days | 2 - 4 days |
| Western Australia (WA) | 5 - 7 days | Contact us for estimate |
Tracking will be provided to you by the third-party carrier. Once your consignment has been picked up, your tracking details are generated and emailed by the carrier after it is processed by the carrier depot.
It’s normal for your tracking details to take between 24-48 hours to be emailed to you.
If you have not received your tracking number more than 3 business days after placing your order, the quickest method of obtaining your tracking details is to check your SPAM and trash folders for any emails containing:
If you’re still unable to locate tracking after 3 business days since placing your order (orders not including custom printing), contact the Altegra customer support team at [email protected]. Include your order number in the email, and we’ll provide you with your shipment consignment number and the third-party carrier responsible for delivering your order.
We endeavour to dispatch orders in stock at our warehouse the next business day after 11:59 pm of your order date.
Please allow up to 3 business days for dispatch to account for any unforeseen delays.
Our customer service team will contact you within one business day to start our custom printing journey together.
Once you approve your artwork and the print job is queued for printing, we play a waiting game. Our printing lead time depends upon the backlog and, sometimes, the size and type of products in your order.
When we receive your completed print job, we will ship it to you as soon as possible, often the next business day.
We want to get your products to you ASAP, and most of our customers prefer that their package is left at their premises at the time of the initial delivery attempt.
Unless otherwise indicated at checkout or through our customer service team prior to your consignment being scheduled for shipping, your package will be shipped and marked with “authority to leave”.
The authority to leave will result in your package being left at a safe place at your shipping address at the driver’s discretion. The driver will leave the consignment in a location they deem safe and take appropriate photos, confirming the consignment has been delivered.
If the driver cannot leave the package due to your shipping address being deemed unsafe or not easily accessible, for example, if you live in a gated property, rural property that is fenced, or a secure apartment building, a re-delivery attempt may be required.
If redelivery is required, all redelivery charges will be the responsibility of you, the customer.
We will not be held liable to you for any loss, theft or damage to products that occur after delivery to you or to an ATL (Authority To Leave) address.
If you have made a mistake or have changed your mind for reasons other than what is listed under the Australian Consumer Law, we will do what we can to support your request at our discretion.
If a refund is offered, the refund amount will include the total of your order minus any costs incurred by us, including shipping, handling, and transaction fees. Alternatively, a store credit may be offered for at up to the full value of your order.
You will be responsible for the shipping costs for a change of mind return, irrespective of any free, or discounted shipping applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.
Our goal is to provide you with products that you love. In some cases, you may have purchased or received a product that may not be right for you. If so, you may return the product to us within 30 days of receiving it.
Your item must be in its original packaging in an unused condition unless there is a manufacturer defect. If it is not in new, resaleable condition as deemed by us, a restocking fee may apply.
You will be responsible for the shipping costs for a change of mind return, irrespective of any free or discounted shipping applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.
If a refund is offered, the refund amount will include the total of your order minus any costs incurred by us, including shipping, handling, and transaction fees. Alternatively, a store credit may be offered for up to the full value of your order.
Please email [email protected] or call 1300 784 552 to get in touch with our team to request a return authorisation.
Once a return has been authorised, we will request that you ship your returned item to:
Altegra Australia
Returns Department
8/8 Samantha Crt, Knoxfield, VIC 3180
Include a signed letter stating the reason for your return and the original receipt in your package.
We are happy to support your request to change your shipping address prior to dispatch. Once in transit, however, we are unable to support a redirection of your shipment to a different location.
We will do our best to support your delivery requests where possible. Unfortunately, we cannot guarantee a shipping day or time as we use a third-party carrier to get your products to you express but do not provide a white glove service.
Once the consignment has left our warehouse, its journey, the destination date and time are out of our control.
While we would love to provide the service to you, our shipping carrier will not call ahead or at the time of delivery. Providing an address that is occupied and accessible by a delivery truck at all times during business hours will ensure your Altegra is delivered as quickly and safely as possible.
According to Australian Consumer Law, a store does not have to give a refund or replacement if a customer simply changes their mind about a product. The customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.
We like to support you to the best of our ability with reasonable solutions for both of us, so we’ll take your request on a case-by-case basis and will determine the best course of action.