Shipping & Delivery

ORDER

Please provide us either with a residential or business address. We cannot deliver to PO Boxes.

Our order process is simple:

After adding your items to cart, to check the shipping price, simply click on the cart icon on the top right-hand corner, then “View My Cart”, enter in your state and postcode, then click “calculate shipping”.

Proceed to checkout & enter in your details. A confirmation email is sent immediately upon placing your order.

A confirmation email of dispatch with tracking ID is sent when your order leaves our warehouse.

Please note that purchases made on weekends/public holidays will be processed on the next business day.

AUS Islands: We cannot deliver to some Australian islands. For those we can, an air freight surcharge applies. Please contact us to confirm shipping feasibility if you  reside in such areas.

International Orders: Although we primarily ship within Australia, we also cater for international shipments. Please contact our sales team at support@waterfeatureszen.com.au and we’ll provide you with a custom shipping order.

SHIPPING

Rest assured that the shipping price already includes tailgate fees. Note that some of our larger items are quite heavy at 200-400kg+ and this is factored into the final shipping price.

We work hard to maintain the most economical shipping rates. If you believe the shipping price is unusual please contact us so we can help you manually find alternative shipping routes to get the cheapest possible rate.

We use Allied Express, Couriers Please, TNT, Australia Post and other courier services as required for shipment.

DELIVERY

Delivery timeframes depend on location and generally take 3-5 business days. Additionally for:

WA/TAS: allow up to 2 extra business days.

For country/rural/remote locations: allow up to 3 extra business days.

BUILT TO ORDER ITEMS
Please note that our limestone concrete items require extra time for delivery as they are built new to order. Please refer to the product pages for delivery guidelines or contact us for confirmation.

ORDERING MULTIPLE ITEMS
When ordering multiple products they may be shipped to you in multiple packages and arrive on separate days

IF NO ONE IS HOME
If no one is present at delivery, your consignment will be transferred to a nearby depot and a card will be left with instructions for re-delivery/collection. To avoid the inconvenience of having to visit the depot and any potential re-delivery fees we recommend you state “Authority To Leave” in the checkout comment box.

CALLING PRIOR TO DELIVERY
Couriers are unable to provide a call prior to delivery due to the large volumes of deliveries they have to get through during the day. If you need to attend the delivery personally, please keep track of the ETA day from the tracking link we provide in email. It’s best to state “Authority To Leave” in the checkout comment box to avoid delays resulting from missed delivery attempts.

Please note that if you provide Authority To Leave, WaterfeaturesZen.com.au cannot be held responsible for any loss or damage to your order after it has been dropped off.

LARGE ITEMS
Large and heavy items 40kg and over will travel on a pallet. Due to courier OH&S policy, drivers will deliver the pallets to the front of your premises only. Please plan ahead to move the pallet inside your premises as well as installation.

SAFEY REGULATIONS
Our couriers use a pallet jack to wheel the pallets. Due to OH&S regulations, couriers are only permitted to move your freight to the nearest accessible point, i.e. front door. There needs to be flat surface for them to wheel the pallet. If there are obstructed pathways including steps, the driver may be forced to leave the pallet on the nature’s strip. Please ensure your gate is at least 1.2m wide for the pallet to enter.

The courier driver may try to enter up a ramp/driveway. If deemed unsafe they may be forced to leave the pallet at the nearest accessible point, which may be on the nature’s strip. Please ensure you plan ahead in light of this.

EXTRA SERVICES
If you require additional delivery services, ie. white glove, 2-4 man lift, freight moved to specific location of your premises (including side gate), installation, please contact us for a quote.

TIMING
Deliveries occur between 9-5PM. While we’ll try our best to arrange a time closest to your need, due to the nature of courier services, this cannot be guaranteed. Kindly note, some couriers may not be able to contact you prior to delivery. We’ll ensure you are provided with tracking so you’re aware of the day the courier will arrive.

LIFTING
Our water features are composed of several pieces and range in weight up to 100kg. We generally recommend 2-3 men to assist with heavy lifting. There are a few exceptions including our Wall w/ Large Basin Fountains, which may require up to 4 men to lift a 300kg single piece. Please ensure you plan ahead for these items.

PUMP DELIVERY
Please note, your pump, if included with the fountain may arrive separately.