Shipping policy

Shipping Policy

The VERANDA Company  (VERANDA)– Outdoor Fireplaces & Fire Pits

Thank you for shopping with VERANDA. Because our fireplaces and fire pits are large, heavy steel products, we take extra care with packaging and freight so your order arrives safely. This policy explains how we process, ship and deliver orders within our local delivery area.

1. Order Processing

  • In-stock orders are usually processed within 3–5 business days after your payment has cleared.
  • Orders are not dispatched on public holidays.

2. Delivery Timeframes

Once your order has been dispatched, estimated delivery time is generally:

  • Metro areas: 1–3 business days

This is an estimate only and is not guaranteed. Delivery times may be affected by carrier delays, weather, peak periods and circumstances outside our control.

3. Shipping Carriers

  • Larger fireplaces and fire pits are delivered via dedicated freight and courier partners that handle heavy and oversized goods.
  • Smaller accessories and spare parts may be sent via standard courier or Australia Post.

4. Shipping Rates

  • Shipping is calculated at checkout based on the size and weight of your order and your delivery location.
  • Surcharges may apply for difficult-access locations. If a surcharge applies to your address, we will contact you before processing your order.

5. Delivery, Collection & Receiving Your Order

  • Kerbside / ground-floor delivery: due to their weight, large items are delivered to the kerbside or ground-floor entrance only. The driver is not able to carry items inside or up stairs.
  • Please arrange assistance to move and position heavy items. We recommend two or more people for larger products.
  • Someone must be available at the delivery address to receive and inspect the goods. If no one is available and a redelivery is required, redelivery fees may apply.
  • Collection: customers collecting products are responsible for ensuring their vehicle has adequate load capacity and that the goods are transported safely and lawfully after collection.

6. Order Tracking

Once your order ships, we will email you delivery and tracking details where available so you can follow your delivery.

7. Delivery Areas

  • We currently deliver only within 50 km of our warehouse in Mernda, Victoria 3754.
  • Large freight items cannot be delivered to PO Boxes or parcel lockers. Small accessories may be sent to PO Boxes and parcel lockers where appropriate.
  • We do not currently offer interstate or international shipping.

8. Inspecting Your Delivery & Damage in Transit

  • Inspect on arrival: please check your order for visible damage before signing for it. Where possible, note any visible damage on the carrier’s consignment note.
  • If your order arrives damaged, contact us within 48 hours of delivery at support@theveranda.com.au, including your order number and clear photos of the damaged item(s) and packaging. We will work with you to resolve the issue promptly.

9. Lost Shipments

If your order does not arrive within the expected timeframe, please contact us at support@veranda.com.au. We will start a trace with the carrier to locate your delivery. If it cannot be located, we will arrange a replacement or refund in line with our Return & Refund Policy.

10. Contact Us

If you have any questions about shipping, please contact our team at support@theveranda.com.au.

Last updated: 3 July 2026. We may modify or update this policy at any time. The current version will always be posted on this page, so please review it periodically.