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 firstname.lastname@example.org and we'll provide you with a custom shipping order.
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 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
To reduce the cost of shipping, our products are sent directly from our suppliers' warehouses. This means 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, Fountainland cannot be held responsible for any loss or damage to your order after it has been dropped off.
MOVING AN ITEM TO A SPECIFIC LOCATION
As part of OH&S regulations, couriers are only permitted to move your consignment at or near your front door and side gate. They are not permitted to move it beyond these points. Please plan ahead with your own private contractor if you wish to move your item inside your house.
Please note there needs to be smooth surface for our couriers to wheel the item/pallet to the front of your house. They can only move it to the nearest accessible point and unable to move through steps or other obstructed pathways. For large items, 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 include on the nature's strip.