Question 1

When can I collect my order?

Accepted Answer

Select Pick Up at checkout. The yard will confirm when your order is ready for collection. Collect during business hours, and contact us if you need to arrange a different collection date.

Question 2

Where do I pick up my order?

Accepted Answer

Our store is at 412–418 Liverpool Rd, Kilsyth VIC 3137. Head to the front desk and give your name and order number so we can locate your order.

Question 3

When will I receive my delivery?

Accepted Answer

See our Delivery page for the current delivery estimate. The yard will confirm the schedule for your order. You'll receive a delivery confirmation and estimate once the order is processed. Deliveries run Monday–Friday only — note any preferred date in the comments. For time-critical deliveries, call (03) 9762 3899 or email sales@mountaintimbers.com.au.

Question 4

Do I need to be there to receive my delivery?

Accepted Answer

Please ensure someone is on site, or that there's a safe area for the goods to be dropped. Note these details in the order comments. If our driver deems unloading unsafe, the delivery won't be made and an additional delivery charge will apply for a second attempt.

Question 5

Where do you deliver to?

Accepted Answer

Online orders are delivered to Melbourne's inner suburbs and outer eastern regions. For deliveries outside this area, get in touch directly with the store.

Question 6

How much does delivery cost?

Accepted Answer

Enter your delivery postcode at checkout for the available delivery estimate. The yard will confirm the final cost and timing. For help, call (03) 9762 3899.

Question 7

How do I pay for my order?

Accepted Answer

Our online store currently accepts Stripe credit card payments. All transactions are secured and monitored.

Question 8

Can I pay EFT over the phone or by direct debit?

Accepted Answer

Not through the online store at the moment — we're working on it. If this is your preferred method, contact the store on (03) 9762 3899 or sales@mountaintimbers.com.au.

Question 9

Can I return goods?

Accepted Answer

Returns are covered in Section 8 of our Terms & Conditions and summarised on the Shipping & Returns page, including the time limit, the condition goods must be in and any restocking fee.

Question 10

What if goods are damaged or defective?

Accepted Answer

Inspect goods on delivery and note any shortage or damage on the delivery docket, then contact us within the timeframe set out on our Shipping & Returns page and in our Terms & Conditions. Faulty goods are handled in line with the Australian Consumer Law. Call (03) 9762 3899 to organise.

Questions, sorted.

In-Store Pick Up

Deliveries

Payment

Returns

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