1. General Delivery

Vilden delivers products across Australia using a range of reputable freight and delivery partners. The carrier used will depend on the product, destination, size and weight of your order.

Delivery times provided on our website or at checkout are estimates only and may vary depending on product availability, supplier processing times, destination, carrier capacity, weather and other circumstances outside our control.

We will provide tracking information where available so you can monitor the progress of your order.

Deliveries are generally made during standard business hours. A signature may be required for some deliveries.

We currently do not offer delivery to P.O. Box addresses for products that require courier or freight delivery.

Please ensure your delivery address, contact details and any special delivery instructions are accurate when placing your order. Additional delivery or re-delivery fees may apply where an order cannot be delivered due to incorrect or incomplete information, an inaccessible address, or the recipient being unavailable where a signature is required.

1.1 Delivery Within Australia

We currently ship within Australia only.

For standard-sized products, we generally aim to deliver orders within 7–10 business days from the date the order is placed, subject to product availability and supplier processing times.

Some products, destinations or delivery services may require additional time.

If a product has a specific estimated delivery timeframe, this will be displayed on the product page or communicated to you before or after purchase where applicable.

If you require expedited delivery, please contact us at info@vilden.com.au before placing your order. We will confirm whether expedited shipping is available for the product and destination and provide the applicable shipping options and costs.

1.2 Bulky and Heavy Products

Some Vilden products, including rooftop tents, large awnings, awning walls and other bulky 4WD equipment, require specialised freight services due to their size and weight.

For these products, delivery arrangements may differ from standard parcel delivery.

Depending on the product and destination, delivery may require:

• Delivery to a commercial address

• Delivery to an address with suitable unloading facilities

• Collection from a freight depot

• Specialised residential delivery

• Additional freight or handling charges

Where special delivery requirements apply, we will contact you after your order or before dispatch to confirm the available delivery options.

For large or heavy freight deliveries, the recipient may be required to assist with unloading or have appropriate equipment available, such as a forklift, depending on the delivery method and location.

If a delivery requires depot collection or specialised unloading arrangements, these requirements will be communicated to you as early as reasonably possible.

Please contact us at info@vilden.com.au before purchasing if you are unsure whether your property or delivery address is suitable for a particular bulky product.

1.3 Shipping Costs

Shipping costs are calculated based on the product, destination, size, weight and applicable freight service.

Where a shipping cost is displayed at checkout, that amount will apply to the order unless additional delivery requirements arise.

For some large, heavy or remote-area products, shipping may need to be quoted separately. If the actual freight cost differs materially from the amount displayed or estimated at checkout, we will contact you before dispatch to discuss the available options.

We will not knowingly proceed with a materially higher shipping charge without providing you with the applicable information and an opportunity to review the order.

1.4 Order Processing

Orders are generally processed once payment has been successfully received.

Processing times can vary depending on the product and supplier. Products may be dispatched from different locations, and orders containing multiple products may arrive in separate shipments.

Where products are unavailable or subject to unexpected supplier delays, we will contact you with an update and, where appropriate, discuss the available options.

1.5 Tracking

Where tracking is available, tracking details will be provided once your order has been dispatched.

Please use the tracking information to monitor your delivery and ensure someone is available to receive the shipment where required.

For some freight deliveries, the carrier may contact you directly to arrange delivery or provide additional instructions.

1.6 Delivery Delays

While we aim to meet the estimated delivery timeframes provided, delivery dates are not guaranteed and may be affected by circumstances including:

• Carrier delays

• Severe weather

• Natural disasters

• Peak-period demand

• Remote-area delivery requirements

• Supplier or warehouse delays

• Incorrect or incomplete delivery information

• Circumstances outside our reasonable control

If your order has not arrived within a reasonable period after the estimated delivery timeframe, please contact us at info@vilden.com.au and we will investigate the shipment with the relevant supplier or carrier.

Nothing in this policy limits your rights under the Australian Consumer Law.

1.7 Damaged Deliveries

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives visibly damaged, please take photographs of the packaging and product before disposing of any packaging materials and contact us at info@vilden.com.au as soon as possible.

If the product is damaged, defective or otherwise does not meet the consumer guarantees under Australian Consumer Law, we will work with you to determine the appropriate remedy.

1.8 International Shipping

Vilden currently ships within Australia only.

We do not currently offer international shipping.

Contact Us

If you have any questions about delivery, shipping costs or the suitability of your delivery address, please contact us at:

info@vilden.com.au