Delivery and Shipping at My Acre
My Acre is a specialist stockist for a small, considered range of premium outdoor pieces shipped insured nationwide across Australia. Delivery varies by maker because the pieces themselves are very different, so each vendor sits in its own section below with the standard timing and the freight position laid out clearly. Hayden is your single point of contact for any delivery question on 1300 515 620.
Delivery by vendor
Each card below sets out the standard delivery time, the freight position and the unique wrinkle that customers ask about. Long-tail detail is in the prose rather than buried in a table, so you can read for your maker rather than scan for a number.
EcoSmart Fire
Free delivery, dispatched from our Sydney NSW warehouse via insured furniture courier.
EcoSmart bioethanol fires, fire tables and fire pits arrive ready to place. There is no flue, no gas line and no licensed trade involved in the delivery, so once your piece lands you are minutes away from a first burn.
What customers ask about: there is nothing the courier needs to commission, beyond a clear, level surface to set the piece down.
Polito
Made to order. Freight is included in the order on smaller models, and quoted for the larger ready-made ovens that require crane or forklift placement.
Polito ovens are handmade in Melbourne and dispatched once the build is complete. The Giotto, Donatello II and Antonius are crated to a pallet for nationwide freight; larger units are coordinated with a specialist carrier appropriate to the weight.
What customers ask about: larger Polito ovens can weigh up to two tonnes. Call us before ordering so we can confirm access and freight for your address.
Valoriani
Shipped direct from the Valoriani workshop in Tuscany, Italy. Insured nationwide delivery into Australia, freight quoted at order.
Valoriani modular refractory kits travel by sea and road from the Tuscan factory to your address. Freight, insurance and customs clearance are included in the quote so there are no surprise charges on arrival, and the kit is delivered palletised to your nearest accessible ground-level point.
What customers ask about: customs and import duties are handled by My Acre. You receive a single, all-in delivered price before the order is processed.
Blinde Design
Insured nationwide delivery on in-stock pieces, included on most items and quoted on the largest tables and planters.
Blinde Design Fluid Concrete tables and Stitch and Classic planters travel on dedicated furniture freight with tail-lift and pallet jack handling. Items are delivered to the easiest ground-level access point on your property; coastal and prestige addresses are common, so we brief the carrier on access ahead of dispatch.
What customers ask about: concrete pieces are heavy. We confirm whether one or two-person delivery is appropriate to the piece you are ordering.
Winter Gardenz
Hand-built to order in Victoria. Freight is quoted at order and dispatched to your nearest Mainfreight depot for collection, or to a residential address where the kit size permits.
Winter Gardenz greenhouses ship as a palletised kit with the aluminium frame, twin-wall polycarbonate panels, sliding door, vents and base included. Crates are substantial; depot collection is the standard route for the larger 8ft and 10ft models, and we confirm the delivery mode that suits your site before the order is processed.
What customers ask about: residential delivery suits the 6ft kits; for larger kits, depot collection with your own ute, trailer or local courier is the simplest path.
Kustom Pergolas
Free delivery on the standard sizes, with timing coordinated to your project. Larger configurations are quoted with palletised carrier freight included.
Kustom motorised louvre pergolas are made to your specification in Australia, dispatched palletised when production is complete, and timed to your build. The maker's specialist install crew is engaged in step with delivery, so the piece is not waiting on a slab for weeks before commissioning.
What customers ask about: install is coordinated with delivery. You receive a single timeline from order through to the louvres opening for the first time.
Ochre Living
Australian-made and dispatched palletised on dedicated freight. Timing is tailored to your project to avoid storing the kit on site longer than necessary.
Ochre Living Perisher, Hotham and Ossa kits are heavy modular pumice block fireplaces, sized for substantial outdoor rooms. Freight is matched to the address: forklift unload at the property where possible, or depot collection where access requires it. We confirm the right route during the order.
What customers ask about: a suitable concrete foundation rated for the kit mass is required at the site. We brief your builder on the spec before delivery.
e-NRG
Free delivery, dispatched from our NSW warehouse on standard parcel freight.
e-NRG bioethanol fuel is shipped in sealed twenty litre cartons. Quantities from two to ten cartons per order travel on insured parcel freight, with most metro addresses delivered inside three to five business days. The fuel is the same e-NRG specified for use in EcoSmart bioethanol fires and other vent-free burners.
What customers ask about: fuel is delivered ready to use. There is no priming, no decanting and no additional adapters required for an EcoSmart burner.
If a product is out of stock, extended lead times
We work to maintain stock so most orders ship within the standard timeframes shown above. If a product is temporarily out of stock, longer lead times apply for the following vendors:
- EcoSmart Fire: 8 to 10 weeks from order if out of stock
- Blinde Design: 8 to 10 weeks from order if out of stock
- Ochre Living: 10 weeks from order if out of stock
In these cases, Hayden will contact you directly to confirm exact timing before order confirmation. You may cancel without penalty before the order is processed.
Regional and remote delivery
Allow extra working days on top of the standard timing shown on each vendor card for WA, NT, regional QLD, regional WA and Tasmania. Remote postcodes and island deliveries are quoted on order so the freight matches the route. If a more efficient carrier exists for your address, we will find it.
Damaged in transit
Most pieces arrive in perfect condition. On the rare occasion something is damaged, photograph the carton before unpacking, take pictures of any visible damage to the product, and contact Hayden within 48 hours. We lodge the claim with the maker and coordinate the replacement on your behalf.
View Returns and ClaimsTracking your order
Once your order is dispatched, you receive a tracking link by email, and an SMS where a mobile number is provided. Palletised freight is tracked through the carrier portal, with confirmation of the delivery window the day before the drop so you can plan to be on site.
Frequently asked questions
How long does delivery take?
Standard delivery time varies by vendor, from three to five business days for parcels such as e-NRG bioethanol fuel, through to three to four weeks on hand-built greenhouses and made-to-order pizza ovens. Each vendor card above sets out the standard timing and origin so you can plan to your project.
What if a product is out of stock?
We work to maintain stock so most orders ship within the standard timeframes above. If a product is temporarily out of stock, longer lead times apply for EcoSmart Fire, Blinde Design and Ochre Living. Hayden contacts you directly to confirm exact timing before the order is processed, and you may cancel without penalty before that point.
Is delivery free?
Free delivery applies to EcoSmart Fire, e-NRG and standard Kustom Pergolas configurations. Polito, Valoriani, Blinde Design, Winter Gardenz and Ochre Living are quoted on order so the freight matches the piece and the address. The quote is presented before payment, never after.
Can you deliver to regional areas?
Yes. We deliver to WA, NT, regional QLD, regional WA, Tasmania and remote postcodes nationwide. Allow extra working days on top of the standard timing shown on each vendor card. Some routes are more efficient than the default carrier; if a better option exists for your postcode, we will find it.
Do I need to be home for delivery?
On parcel freight, no. On palletised freight from Polito, Valoriani, Blinde Design, Winter Gardenz, Kustom Pergolas and Ochre Living, an authorised adult should be present to receive the consignment, inspect the carton or pallet and sign for delivery.
What if my product arrives damaged?
Photograph the carton or pallet before unpacking, then any visible damage to the product. Email the photographs to info@myacre.com.au or call Hayden on 1300 515 620 within 48 hours of delivery. We lodge the claim with the maker and coordinate the replacement on your behalf. See the Returns and Claims page for the full process.
Can I track my order?
Yes. Once your order is dispatched, you receive a tracking link by email and SMS where mobile is provided. Larger palletised freight is tracked through the carrier portal, with confirmation of the delivery window the day before the drop.
Can I cancel before delivery?
Yes. You may cancel before the order is processed without penalty, including on extended lead time items where stock is being replenished. Once production has commenced on made-to-order pieces such as Kustom Pergolas or Polito ovens, cancellation may incur a fee. Hayden walks you through the position before any commitment.
Talk through delivery with Hayden
Direct line, no scripts. We confirm freight and timing for your address before you place the order.
Contact Hayden directly1300 515 620Send a messageWe reply within one business day