Scroll to the bottom of this page for Xmas & New Year delivery cutoff dates and timeframes

Shipping Rates:

VIC, SA, NSW, TAS & ACT

$9.95 - $29.95 (Weight Dependant)

FREE shipping on orders over $350.00*

W.A. & QLD

$14.95 - $29.95 (Weight Dependant)

FREE shipping on orders over $350.00*

N.T.

$38.00 Flat Rate

Note:*Free shipping offer excludes Made-to-Measure Printed Fence Covers and Vertical Garden Felt Rolls. Further conditions may apply. Find Out More..

To calculate an exact shipping cost to your location, add your items to the cart and enter your address at the checkout page.

Estimated Arrival Times:

All orders are sent out of Melbourne, Australia.

Orders to South Australia, Victoria, Tasmania & New South Wales generally arrive within 2-4 business days.

Orders to Western Australia, Queensland & Northern Territory generally arrive within 3-8 business days depending on your exact location.

For a more accurate ETA based on your postcode, please Contact Us.

Order Confirmation:

As soon as you place your order you will receive an order confirmation e-mail from us to confirm that we have received your order in our system and pre-authorised your credit card for the purchase.

If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Shipment:

If your order is in stock and we process the charges to your credit card, it will ship within one to five business days from the date of your order.

You shall then receive tracking information (if applicable) within 24-48 hours of your order leaving the warehouse to the e-mail address you provided when checking out.

If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at hello@verticalgardensdirect.com.au

Deliveries are sent during normal business hours, Monday to Friday. All orders are shipped from Melbourne and can take between 1 and 10 days to receive, depending on your location.

Purchases made on weekends and public holidays will be processed on the next business day.

Delayed Delivery:

Please note that while these timeframes are usually accurate, sometimes it may take slightly longer than our specified timeframe for your delivery to arrive.

PO Boxes:

We cannot deliver to PO Boxes.

International Orders:

Most of our products are made specifically for the Australian market and to Australian Standards, therefore, we recommend you check with your local authorities that the product is suitable before ordering.

We will happily ship our products to international customers. Due to the extremely wide variety of product dimensions, we will provide an up to date shipping price quote for you upon request. Simply send a quotation request to hello@verticalgardensdirect.com.au

Should you wish to proceed after receiving a quotation we'll prepare an order for immediate payment through our secure online payment gateway.

Lost Items In Transit:

If the courier company deems your items as being lost in transit then we will send a replacement item out at no extra cost to you.

Redelivery Fees And Authority To Leave:

If you are not home to accept your order, a card will be left advising next steps for re-delivery, there may be additional charges involved for this, especially for heavy items. If you opt for an authority to leave please note that once the freight has been delivered, the courier or Vertical cannot be held responsible if the freight goes missing from your property.

Christmas & New Year Delivery Dates

VIC, NSW and QLD

All orders ship from Melbourne, and some couriers have reported extended transit times for deliveries to and from VIC and NSW to the rest of Australia. Given these considerations, if you place your order before 30th November, you will most likely receive it before Christmas.

The same goes for those in a regional area; we recommend placing your order no later than 30th November to receive your order before the 24th of December. 

SA, WA, TAS, ACT & NT

Orders for the above states should be in before the 30th November and as early as the 27th of November for regional areas within these states.

Office Closures 

Our office will be closed from December 24th until December 28th, and from the 31st December until the 3rd of January. We will operate with skeleton staff who will be monitoring email enquiries during this time, but our phones will be unmanned.

Warehouse Closures 

Many of our suppliers close over the Christmas and New Year period, opening again at various stages in early January. This means that our standard delivery times will most likely not be accurate. 

It's best to speak to our team to ask about proposed delivery dates specific to your order. Email hello@verticalgardensdirect.com.au to speak to our team. We'll be sure to get back to you within 1 business day.

We Can't Make Any Promises... Sorry!

As we are at the mercy of our couriers and warehousing partners we, unfortunately, can't promise that your order will arrive on time. We hate to say it but the reality is that things go wrong sometimes - that's life! But we can promise that we will do all we possibly can to ensure your delivery does arrive on time. 

Post Christmas Orders

This Christmas and New Year break we will be operating with skeleton staff. We will do our very best to get your orders dispatched as soon as possible however please understand that the courier network will also be running on Skeleton staff until the 4th of January when normal service will resume. 

Any orders made during the Christmas closure period should not be expected for delivery until after the 4th of January at the earliest.

We hope that you have a truly magnificent and safe festive season... we've all earn't it this year!

Our goal here at Vertical Gardens Direct is for you to get the right product to bring your space to life, at the right price. But if for any reason you’re not happy with your purchase we will take it back within 30 days from the date of delivery*.

We want you to shop for your products with the knowledge that our Easy Returns policy has got your back!

If you're not 100% completely satisfied with your purchase we will happily accept your return and provide you with a store credit or a full refund to the value of the product's purchase price.

Our 30-day Easy Return policy has no special catches and is extremely simple! All we ask is that you return the item back to us unused and in the original packaging, making sure that the product is in the same condition that you received it in, labels still intact.

If you want to exchange something on your order for something else then simply return what you don’t want and place a new order for what you require on our website

To request a refund or exchange, simply fill out the returns form within 30 days of receiving your order and we will happily take it back.

You can choose between an exchange or a full refund of the product's purchase price made to your original payment method.

Exchanges are shipped and refunds are processed once the order items make it back to our warehouse.

If you choose an exchange and the new item is of lesser value we will refund the difference and if more expensive you'll be able to easily pay the difference online.

*To be eligible for Easy Returns, the item and its packaging must be in the original, brand new condition and unused. Easy Returns is not available with custom orders.

Exclusions & What You Need To Know

We ask that you take the time to measure your area accurately to avoid over-ordering of any product.

Custom items are not eligible for return.

We do not cover postage costs for returns and we do recommend our customers use registered post with insurance. If you are unable to organise the return of the product(s), you may opt to have us organise the return with one of our couriers for you. All incurred courier fees and additional fees for this service will apply. These fees can be deducted from the refundable amount.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.

If your item(s) do arrive damaged, please send photos to hello@verticalgardensdirect.com.au and we will process an insurance claim on your behalf. 

Alternatively, you can call us on 1300 832 527

We will replace any of our products that arrive damaged as quickly as possible.

Incorrect Delivery

Sometimes mistakes can happen. If we happen to send you incorrect products, we sincerely apologise in advance!

Please call us as soon as soon as possible on 1300 832 527 and we will arrange to collect the incorrect item and deliver to you the correct one.

This, of course, will occur at no cost to you.

How to Return Your Item

1. Do not return any items to the original address!
   
   
2. Head to our Returns Center and fill out the form. Further instructions will be provided.

		You get a full 30 days to return your item to us. If it doesn't fit, it breaks, you've changed your mind or for no reason whatsoever simply send it back to us and we'll cheerfully refund you if the item is in an unused condition*.
		Returns are easy, simply Contact Us to initiate your product return. We'll take care of everything for you and get you a replacement or refund in a snap!
		In the unlikely event that you find your item cheaper at another online store, just let us know and we'll match the competitor's pricing and refund you the difference.*
		We know that you will love everything you buy from us. But if you're unhappy for any reason whatsoever, just let us know and we'll bend over backwards to make things right again.
		Ordering from Vertical Gardens Direct is 100% safe and secure so you can rest easy. Your personal details are never shared, sold or rented to anyone either.

Here at Vertical Gardens Direct, we work very hard to ensure that we stock only the best products available at the best possible prices online. Our aim is for YOU, our customer, to have the best possible experience both in value and service when you need to bring your space to life.

Our goal is to continue to serve each customer as best as possible and build solid relationships within the community. If you trust us with your business, we will do whatever it takes to serve your needs!

If you have any questions regarding our products, services or policies please feel free to Contact Us, we are more than happy to answer any of your questions and have a chat.

* Our Lowest Price Promise has some exclusions. Please read our Price Guarantee for full details.

Frequently Asked Questions

Browse our range of frequently asked questions below or Contact Us if you can't find the answers you're looking for.

Have questions about Shipping or Returns? CLICK HERE

Where is Vertical Gardens Direct located?

Our main office is in Braeside, Victoria. However, our products ship from our many Warehouses across Australia.

How do I get a shipping estimate?

Once you’ve found the product you would like to purchase, click Add to cart. From there you’ll be taken to your cart page where you can see the shipping calculator. Select your state and add postcode then click “Calculate Shipping”. The rate will be calculated for everything in the cart.

How soon can I get my product delivered?

We pride ourselves on giving you the best possible service. So, we work hard to get your order shipped within 24 hours. As soon as your product is shipped, we send you an email with tracking details so you can log in and see when your product is due to arrive.

Are you an authorised dealer?

 Yes, we are. Vertical Gardens Direct is 100% authorised to sell the products we advertise on our website. This means that you get the full manufacturer warranty when you buy from VerticalGardensDirect.com.au.

Do you offer custom made products?

Yes, where possible. If there is a product you need custom made, please Contact Us to let us know your requirements. Depending on what you’re looking for and what state you’re located in, we can offer custom solutions built to your specifications. All we need is a few photos, measurements and a sketch of what you want to be made. We offer FREE quotations so you know exactly what your custom product will cost before you decide to buy.

How can I place an order?

How to order online: Find a product you'd like to buy on our website and click on the add to cart button. Then, simply follow the instructions on the checkout page. If there were any options or upgrades that you may have missed, one of our customer service staff members will contact you either by email or phone before we process your order.

How to order by phone: Our expert staff will help you select your product based on your individual requirements. We only stock the best products and have the most competitive prices to ensure that you'll be completely satisfied with every VerticalGardensDirect.com.au purchase you make. If you feel comfortable, go ahead and place your order online. But, feel free to give us a call if you need assistance.

Ordering by Email: If you want to place your order through email, send us an email to sales@verticalgardensdirect.com.au and one of our staff members will get back to you as soon as possible with an invoice for your order.  Please include the product, any options or upgrades that you might require and your full address for delivery.

Can you deliver to a POBox?

 No. We must have a registered address to ship to. We cannot deliver to a P.O Box.

Can I pick up my product?

Some items can be picked up directly from the warehouse upon request before ordering. Please Contact Us to see if the item you want can be picked up.

When will I be contacted to confirm my order?

Once your order is placed you’ll receive an email to confirm your order details. At this point, we recommend you review the order details and contact us immediately if you notice any errors such as an incorrect address.

How do I check the status of my order?

As soon as your order ships we will email with your shipping information and tracking number. This allows you to easily track the daily progress of your order from one of our warehouses to your doorstep.

Do you have a printed catalogue?

Our website works as our online catalogue. If you are unable to find what you are looking for please call or email us at hello@verticalgardensdirect.com.au.

Will I receive a warranty?

Because we are an authorised dealer for all the products we carry, you will receive full manufacturer warranties for everything that you purchase. Please check the manufacturer's website directly for their specific warranty terms and feel free to contact us if you need assistance filing a warranty claim with the manufacturer.

If you haven't found the answers you're looking for, Contact Us.