Shantana offers reliable delivery of landscape and building supplies across Western Sydney and the Blue Mountains. This policy sets out how our delivery service works.

1. Delivery Method

We primarily offer kerbside delivery only. Our responsibility for the goods ends once the materials are placed at the kerbside of the delivery address stated on your order.

We do not deliver inside properties, onto driveways, or into backyards as standard practice. This protects both our drivers and your property.

2. Delivery Areas

We deliver to most areas in Western Sydney and the Blue Mountains. Delivery availability and charges depend on your postcode and order size/weight. 

3. Requests to Deliver Beyond Kerbside (Private Property)

If you request our vehicle to cross the footpath or enter private property:

You must provide safe and adequate access.

You are responsible for all damage to any public or private property that may result.

Shantana and our drivers accept no liability for damage caused when delivering beyond the kerbside at your request.

By requesting off-kerbside delivery, you confirm that you are either the property owner or have the owner’s explicit consent to grant access.

Please be aware that we are unable to deliver up steep driveways anymore, in the past our vehicle have allowed for this however this has caused premature failure of wear items like clutches and we will no longer be able to reverse up steep driveways

Drivers will always assess the site for safety before proceeding.

4. Site Safety and Driver Assessment (WHS)

Our drivers must follow strict Work Health & Safety (WHS) requirements.

Before tipping or unloading:

The driver will assess whether the chosen location is safe.

If the driver determines it is unsafe, you will be asked to select a safer position.

If no safe position is available or you are not satisfied, the driver may return the load to the yard. In this case you will forfeit the delivery charge and may be charged a return fee.

If a driver agrees to tip in a location you have chosen and the truck becomes stuck or unable to leave, you are responsible for arranging safe removal of the vehicle and covering any associated costs.

5. Waiting Time Charges

If our driver is required to wait longer than 10 minutes at the delivery address (for example, while you arrange access or payment), you will be charged $10 per 10-minute block. These charges must be paid before the delivery is completed.

6. Delivery Delays and Issues

We aim to deliver on the scheduled day and within reasonable timeframes. However, delays can sometimes occur due to traffic, weather, or operational reasons.

If your order is not delivered as described or arrives damaged due to our handling, please refer to our Refunds & Returns Policy.

Delivery charges are generally non-refundable, except where required by Australian Consumer Law (for example, if we fail to deliver what was ordered).

7. Acceptance of Delivery

By accepting delivery (including signing any delivery docket or allowing unloading to proceed), you acknowledge that:

The goods delivered match your order (or you have noted any discrepancies at the time of delivery).

You accept and agree to the terms of this Delivery & Shipping Policy.

You are authorised to receive the goods on behalf of the purchaser.

If you refuse to accept these conditions and the load is returned, no refund will be issued for the goods, and a return fee may apply.

8. General

All deliveries are subject to product availability and our standard trading terms.

For large or complex orders, we may contact you to confirm access and delivery details before dispatch.

Delivery charges are calculated based on order size, weight, and location. These are shown at checkout or provided on request.

Need help with your delivery? Contact us at accounts@shantana.com.au or call us during business hours. Please have your order number ready.