FAQ’s (Frequently Asked Questions)
Q: How much does shipping cost?
The Freight cost is automatically calculated during the checkout process BEFORE you make payment so if you are not happy with the freight cost there is still time to cancel the order before you make payment. Shipping cost varies depending on the product and quantity ordered as well as your location within Australia. We have long established relationships with a variety of different freight companies along with Australia Post EParcel so we are able to offer our customers the best value price to their location. Alternatively you can email or phone our store for a freight quote, just remember to mention what you are wanting to purchase and your exact suburb and postcode.
When we book your package in for shipping, if it costs less than what you have been charged we will refund the overpayment of freight back into your account. We only charge customers what it costs us to package and deliver orders.
Q: Do you manufacture Blinds and Shade Sails/Covers to order?
No. We are retail agents for various companies and brands and sell their products that we believe best suits our customer market, we don’t do any manufacture work and cannot get custom made items for you.
Q: Do you manufacture any items to order?
We can get some Mastershade Heavy Duty Wind Rated Umbrellas made to order , it just depends on you exact requirements. Contact us and let us know what you need and we will see if we can get it done.
Q: How will I know you have received my order?
As soon as we receive your order you will be sent an automatic email confirming the order and your order number. Anytime you have further questions you can email us and quote your name and order number for a prompt response. If we have any queries we will contact you via the details you have forwarded.
Q: Can I make changes after I have submitted my order and made payment?
Our system is designed to fill orders and get them on their way as quickly as possible so there is a very small timeframe in which you can make any changes. After you have submitted your order, your order begins to process and you cannot make any online changes to your order however if you contact us ASAP by phoning 07 3889 8444 and we can still make the changes, we will. If the goods have already been despatched or are in the process of manufacture then unfortunately we cannot make any changes.
Q: How can I pay for my order?
Our preferred method of payment is Paypal due to the security offered for both buyer and seller and the speed in which the transactions are processed.
We also accept Credit Card payment over the Phone. Phone 07 3889 8444 for details or email us.
Payment by Bank Transfer or Paypal ECheque will delay the despatch of your order due to the extra days involved for the payment to clear.
Q: I’d like to place an order for some goods but want to know if you have them available, what the delivery charge is and when I can expect delivery?
It’s best to call our store on 07 3889 8444 and a customer service member can tell you if it’s available, what the delivery charge is and the approximate delivery time. You can even place an order over the phone and pay via credit card at this time if you wish.
Q: What if I order an item that’s out of stock?
Whilst we try to ensure our website is up to date with available products and colour choices, occasionally we get caught short. When this happens we promptly notify the customer and let them know the item/colour they have ordered is out of stock and discuss with them their options (refund, alternate product, alternate colour, etc).
Q: Do you have a store we can visit and purchase items in person?
Yes we do. Our store is located at
The Shade Centre
9 Combarton St
Brendale QLD 4500
Ph 07 3889 8444
Monday to Friday 8.30am til 4.30pm (AEST)
Closed Saturdays, Sundays and (QLD) Public Holidays
Q: Do the products you sell come with Warranty?
Pretty much every product we sell comes with a Manufacturer’s Warranty. Warranty Conditions vary depending on the product and the manufacturer involved. We try to list the manufacturers warranty period in each ad and have their warranty listed on our website in the “Product & Warranty Info” section. For more info please feel free to phone or email us.
Q: Why have I not received an order confirmation?
Some e-mail services incorrectly flag automated messages from our servers as spam. If you don’t receive anything, please check your spam folders first. You may also accidentally have provided an incorrect e-mail address (typing error), in this case please contact us via phone or email to check whether we received your order. If you get a message from us please read it as it will contain important information.
Q: How do I choose what colour/design I want?
If there is more than one colour/design choice available you will need to send us an email message with your colour/design choice. We will not despatch your order until we know what your choice is and will contact you should we not be given a colour/design choice.
Q: Are the colours I see on the website accurate?
All colours are reproduced as accurately as possible however colours will differ between computer screen resolution and individual monitor settings and components. Variations in colour may occur when the product is manufactured and may differ from roll to roll or item to item of the same product.
Q: What happens if I receive a different item to the one I ordered?
On rare occasions during the packaging and despatch process the wrong item is sent to a customer. If this should happen to you contact us ASAP and we will arrange for the correct item to be sent and the incorrect one to be collected and returned to our store.
Q: If I receive an item and decide it’s not what I want can I get a refund or exchange?
No. We only exchange items that are faulty or incorrectly sent, we do not give refunds on items purely because a customer changes their mind. If the item is still in its original packaging then we may consider an exchange or store credit however if it has been taken out of the packaging then it is considered second-hand and we can no longer sell it as a brand new item in our store.
Q: Can I get you to hold stock for me to purchase at a later date?
No. Due to the popularity of some items we cannot hold stock for purchase and payment at a later date. An order is not considered complete until payment is made and only at that time will stock be set aside to fill the order.