FAQ GENERAL INFORMATION
1. WHAT ARE THE DIFFERENCES IN COMMERCIAL AND RESIDENTIAL UMBRELLAS?
MDT manufactures commercial-quality umbrellas and shade structures, no matter if it is for commercial or residential use. All MDT umbrellas are manufactured using aluminium, stainless steel and corrosion free hardware. Any part is replaceable.
2. CAN YOU ENGINEER THE UMBRELLAS AND SHADE STRUCTURES TO MEET LOCAL WIND REQUIREMENTS?
Yes, our MDT collapsible umbrellas are engineered to withstand wind speeds from 60 km/h, 80 km/h and even up to 100 km/h. Permanent shade structures withstand winds up to 110 km/h and can be reinforced to 130 km/h.
3. WHAT TYPES OF BASES WILL THE UMBRELLAS AND SHADE STRUCTURES REQUIRE?
For collapsible umbrellas, we have various types of bases ranging from inground tube, to a movable concrete base, a flat steel base or a metal frame base with concrete slabs. For events, we also offer a foldable cross base with concrete slabs insert.
For permanent shade structures, we recommend the inground tube anchorage. The amount of concrete required for the shade structure depends on the type and size of structure, location and elevation.
FAQ ONLINE ORDERS
1. HOW DO I PURCHASE AN MDT UMBRELLA?
Get in touch with us by phone or email to make an appointment for one of our consultants to discuss your requirements to prepare a quotation according to your request.
2. IN WHICH COUNTRIES CAN I SHOP AN MDT UMBRELLA?
You can place orders anywhere in the world as we are supplying our products worldwide.
3. WHAT IS THE DELIVERY COST?
This depends on the size and quantity of your order as well as your required delivery location. Please get in touch with us and we will supply you with the relevant shipping costs.
4. CAN I CHANGE/CANCEL MY ORDER?
Once you’ve placed your order and the item is on stock, we usually ship out the next day so it is hard to cancel an order once it’s been shipped. If you order a custom made product then once we’ve actually started cutting fabric and materials specifically for you, cancelling your order is no longer possible.
If you do need to change or cancel an order for some reason immediately after you’ve placed the order, please call or email us as soon as possible and we’ll see what we can do. If you’ve received the item then you need to refer to our Refund Policy.
5. WHAT TO DO IF MY GOODS ARRIVE DAMAGED?
If you receive a product that is damaged in transit from us to you, you should:
Refuse to accept delivery of the product.
Direct the courier to "Return goods to sender" and
Notify our Customer Service staff immediately.
If you have already accepted delivery, and subsequently notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately. Contact our office on+61 456 810 888 or by e-mail at email@example.com. You will need to complete a Return/Damaged Goods Form so we can organise the return of the goods to our warehouse.
FAQ ONLINE PAYMENTS
1. DO OUR PRICES INCLUDE GST?
Yes of course, all prices are displayed in Australian Dollars, including GST.
2. WHAT PAYMENT METHODS CAN I USE TO FINALIZE MY PURCHASE?
We prefer bank transfer. PayPal and credit card (Visa, Mastercard) are acceptable.
MDT AUSTRALIA STORE
1. CAN I VISIT MDT AUSTRALIA TO SEE THE ITEMS BEFORE I BUY?
Of course. You’re welcome to visit us at our display office in Fremantle. Please contact us to make an appointment.
E Shed, Victoria Quay
Fremantle 6160, Western Australia
Phone: +61 456 810 888
It’s always a good idea to give us a quick call in advance just to make sure that we have stock of the item you’re interested in and that it is currently on display.
WHERE WILL MY ORDER BE SHIPPED FROM?
We will fulfil your order from our branch nearest to you. In some circumstances, you may receive a split shipment from two branches. This is to provide efficient shipment and delivery times. If this is the case, we will be sure to let you know and provide you with both tracking numbers for your order via our automatic email system.
WHAT IS THE COST OF SHIPPING?
It all depends on where you are and what you buy. Typically our products are quite big and it can cost a bit to ship them, especially if you’re in a regional area. There are multiple places across the website that you can get a shipping price,
On the product page itself
On the shopping cart page
On the final check-out page.
If none of that works for you, just give us a call and we’ll give you a shipping quote over the phone.
Sometimes, particularly if you’re ordering multiple products or, your in a remote area, the shipping cost may seem high. Don’t panic, give us a call on +61 456 810 888 and we will recalculate your freight price to see if we can do you a better deal.
Shipping for us is not an area where we make profit. Our sole aim is to deliver the goods to you at the best possible prices.
FAQ RETURNS & WARRANTIES
1. CHANGE OF MIND
Please choose your order carefully as we do not provide a refund if you change your mind. We also recommend that you check all dimensions to ensure your umbrella is the right size for your space. Common things to check can include furniture clearances, doorways or fences. If in doubt, please contact us to assist and clarify.
2. WHAT KIND OF A WARRANTY DO YOU OFFER?
MDT Australia Pty Ltd honours the limited 2 year warranty offered by our fabric and thread suppliers as well as a 2 year structural warranty on workmanship and any components used.
We offer a maintenance program at nominal cost to help you increase the life of your umbrella.
3. HOW DO I MAKE A WARRANTY CLAIM?
Just give us a call on +61 456 810 888 or by e-mail at firstname.lastname@example.org and we’ll get it underway. You’ll need to have your receipt handy as proof of purchase. Different products are treated differently depending on what has happened. Sometimes we’ll ask you to send us a photo so we can better understand what’s gone wrong.
4. DEFECTIVE, DAMAGED OR INCORRECT PRODUCT
If you believe there is damage to the products you have received, or the incorrect items have been sent, please get in touch with us as soon as possible and we will work with you to resolve this. Damaged items must be reported within 48 hours of delivery. Please email us at mdt-tex.com.au to begin the process. In this email we will need your reference number, photos and a clear description of the problem.
5. MISSING ITEMS
If items are missing from your order, you will have 48 hours to notify us once all packages have been delivered. We will ensure any missing items are sent to you promptly. When your order is delivered, ensure you check the contents of each carton and tick off the items on your packing slip.
After 48 hours following delivery, replacement fees may be charged. If you have made payment and have not received a packing slip within two business days, please contact us so we can arrange for this to be sent to you.
FAQ MAINTENANCE & SPARE PARTS
1. HOW DO I MAINTAIN MY UMBRELLA?
Maintaining your umbrella is very important in extending the life of your structure. We will provide you with a standard Maintenance & Cleaning Manual once a purchase is made. As a general guide, you should clean your umbrella as often as you would your car.
2. MY UMBRELLA IS DAMAGED, WHAT DO I DO?
Our umbrellas are designed to be sturdy and long lasting. If however your umbrella has been damaged, please contact us and our team will assist you as soon as possible.
3. WHERE CAN I FIND REPLACEMENT PARTS FOR MY MDT UMBRELLA?
If parts of your MDT umbrella are broken, please contact us to discuss a spare part replacement.
4. WHAT KIND OF MAINTENANCE DOES THE FABRIC REQUIRE?
The canopy itself requires little maintenance over the course of its life except for cleaning. Our in-house developed PTFE fabric requires no maintenance since it has a self cleaning effect.