Shipping policy
Shipping, Delivery and Pickup Policy
Last updated: 16 July 2026
This policy explains how orders placed with Custom Gazebos are processed, produced, dispatched, delivered and collected.
1. Delivery Area
We deliver orders throughout Australia.
Delivery availability and shipping charges are calculated using the delivery address entered during checkout.
2. Processing and Production Times
Processing times depend on whether the order contains custom-made products or standard non-custom products.
Custom Products
Custom printed and personalised products are normally ready for dispatch within 5–7 working days after:
- Full payment has been received; and
- The final artwork has been approved by the customer.
Production cannot begin until both payment and final artwork approval have been received.
Any delay in payment, supplying suitable artwork or approving the final artwork may delay production and dispatch.
Non-Custom Products
Standard non-custom products that are in stock are normally processed and ready for dispatch within 1–2 working days after payment has been received.
If a non-custom product is temporarily unavailable or requires additional processing time, we will contact the customer as soon as possible.
Working days are Monday to Friday, excluding Australian public holidays.
Processing and production times are separate from courier delivery times. Courier delivery time begins after the order has been dispatched.
3. Urgent Orders
Urgent or same-week production may be available for selected custom products, depending on our current production capacity, order size and delivery destination.
Urgent production must be confirmed by us in writing before the order is placed. Additional urgent-production or express-delivery charges may apply and will be disclosed before the customer confirms the order.
Selecting an express courier service does not reduce the production time unless urgent production has also been approved by us.
4. Shipping Charges
The applicable shipping charge is calculated and displayed during checkout after the customer enters the delivery address.
The customer can review the shipping charge before completing payment.
We do not normally add a separate remote-area or oversized-item shipping charge after checkout based only on the customer’s location.
An additional shipping charge may apply only when:
- The customer changes the delivery address after placing the order;
- The customer changes the products, quantities or delivery method;
- The delivery address supplied by the customer is incorrect or incomplete;
- The courier charges for redelivery following an unsuccessful delivery attempt; or
- The customer requests a special delivery service after checkout.
We will contact the customer before arranging an optional service that creates an additional charge.
5. Estimated Delivery Time
Courier delivery time depends on the destination, courier network and selected shipping service.
The total estimated order timeframe consists of:
- Custom products: normally 5–7 working days for production after payment and final artwork approval, plus courier delivery time;
- Non-custom products: normally 1–2 working days for processing after payment, plus courier delivery time; and
- Courier delivery time: the time required for the carrier to deliver the order after dispatch.
Delivery estimates are not guaranteed and may be affected by courier delays, severe weather, public holidays, peak delivery periods, transport disruptions or other circumstances outside our reasonable control.
Customers who require an order for a fixed event date should contact us before ordering so we can confirm whether the requested timeframe is reasonably achievable.
6. Dispatch and Tracking
Once an order has been dispatched, we will normally send a dispatch confirmation or tracking information to the email address supplied with the order.
Tracking information may take several hours to become active after the courier has collected the parcel.
Large or multi-carton orders may be supplied with more than one tracking number and may arrive in separate deliveries.
7. Delivery Address
Customers are responsible for providing a complete and accurate delivery address, including:
- The recipient or business name;
- The street address;
- The suburb, state and postcode;
- A current contact phone number; and
- Any necessary delivery instructions.
Please contact us as soon as possible if the delivery address needs to be changed.
We cannot guarantee that an address can be changed after an order has entered production or has been dispatched.
8. Courier Delivery
The courier may require someone to be available to receive the delivery. Depending on the courier service and delivery location, the courier may:
- Request a signature;
- Leave the order in a safe location;
- Take the order to a collection point; or
- Arrange another delivery attempt.
Courier delivery procedures are determined by the carrier and may vary depending on the destination.
Customers should ensure that the delivery location is safe and accessible for the size and weight of the order.
9. Unsuccessful Delivery and Redelivery
If delivery cannot be completed because the address is incorrect, access is unavailable, nobody is available to receive the order or the courier cannot leave it safely, the courier may charge a redelivery or return-to-sender fee.
The customer may be responsible for reasonable redelivery costs where the unsuccessful delivery was caused by an incorrect or incomplete address, unavailable access or other circumstances within the customer’s control.
10. Free Local Pickup
Free local pickup is available from:
Custom Gazebos
6 Hathern Street
Leichhardt NSW 2040
Australia
Customers should select the available pickup option during checkout.
Please do not arrive to collect an order until we have confirmed that it is complete and ready for pickup.
The pickup confirmation will include the available collection time and any relevant collection instructions.
The person collecting the order may be asked to provide the order number, customer name or proof of purchase.
11. Checking Your Delivery
Please inspect the order and its packaging promptly after delivery.
Where possible, please notify us within 7 days if:
- The packaging or product was damaged during delivery;
- An item or component is missing;
- An incorrect product was delivered; or
- The quantity received is incorrect.
Please retain the original packaging and provide photographs of the packaging, shipping label and affected products so we can investigate the issue with the courier.
This notification period does not limit any rights or remedies available under the Australian Consumer Law.
12. Delayed, Missing or Lost Deliveries
Please check the courier tracking information first if an order has not arrived within the expected timeframe.
If the tracking information has not updated for an unusual period or shows the order as delivered when it has not been received, please contact us so we can investigate with the courier.
Courier investigations may require additional information from the customer and may take several working days to complete.
Where a shipment is confirmed as lost, we will provide an appropriate solution based on the circumstances and applicable consumer law.
13. Authority to Leave
If the customer authorises the courier to leave the order unattended, responsibility for the order may pass to the customer once the courier records the delivery as completed at the nominated address.
Customers should select a secure delivery location and carefully consider whether authority to leave is appropriate for their order.
14. Contact Us
For questions about order processing, production, dispatch, delivery, tracking or pickup, please contact:
Custom Gazebos
Email: customgazebosau@gmail.com
Phone: 0435 353 749
Pickup address: 6 Hathern Street, Leichhardt NSW 2040, Australia