Shipping policy
Shipping Policy
Some Silverwood Burners are quite heavy.
Your new Burner will be safely packaged onto an appropriately sized pallet or skid for the journey to it's new home.
As a result it's best to ship to a business address, with forklift access. If this isn't possible we can ship to the nearest suitable freight depot to your address. You will need to collect your new Burner from the depot with a Ute or
trailer.
Alternatively, if you would like to organise your own freight or collect in person, simply let us know.
If the items in your order are in stock then orders are processed within 3 to 7 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
A number of our items are made to order and as a result can take up to 4 weeks to be manufactured.
There are myriad factors beyond the control of Silverwood Burners, these can cause the time in which it takes to dispatch your item to be extended indefinitely.
Should there be any significant delay you will be contacted by a representative of Silverwood Burners to inform you of the delay.
Domestic Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout.
Shipping times are beyond the control of Silverwood Burners, please contact the relevant shipping company for more information. There are a number of factors within the current economy that is causing shipping times to increase please be patient as everyone works to get your Burner to you as quickly and efficiently as possible.
In-store pickup
You can skip the shipping fees with free local pickup at 62-64 Blake Street Nathalia, Vic 3638. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 7 business days, depending on stock availability. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are 0900 - 1500 on weekdays. Please have your order confirmation email with you when you come.
International Shipping
We do not offer international shipping via our online store. If you are interested in importing a Burner please contact us via email at info@silverwoodburners.com.au
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Silverwood Burners is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which may include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at info@silverwoodburners.com.au with your name and order number, and we will look into it for you.
Shipping to P.O. boxes
We cannot ship to a P.O box.
Refunds, returns, and exchanges
View our return policy page here for more information.
In the event that your order arrives damaged in any way, please email us immediately at info@silverwoodburners.com.au with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.