FREQUENTLY ASKED QUESTIONS

What are your delivery charges?

We are pleased to offer our customers FREE delivery with all orders. No hidden shipping charges!

Which payment methods are accepted?

We currently offer the following secure and flexible payment methods:

PayPal (Visa, Mastercard, American Express).
Afterpay, Oxipay, Laybuy & Zippay (Buy Now, Pay Later)

 

How long will delivery take?

Our initial order processing time is usually only 1-2 business days. We send orders via various courier companies depending on the delivery location and size of the items so actual times will vary.

Standard delivery times are generally between 4-10 days. Please allow extra time for larger items or delivery to remote areas.

Tracking details will be provided to assist you with monitoring the progress of your delivery.

I need to change my order details or update my address?
  • We process our orders daily (business days) to ensure we get our customers orders to them as fast as possible. This means there often isn’t a lot of time to make changes to delivery address or other order details.
  • If you need to make any changes, we suggest you email us as soon as possible to let us know of the changes needed.
  • Updating your delivery address in the “My Account” portal, will not update the address provided for previous orders.
  • We can NOT guarantee that we can accommodate any changes as once an order is processed, no changes are possible.
  • For this reason, we ask our customers to double check their order and the shipping address before submitting payment. 
How secure is shopping on your site? Is my data protected?

Our site uses 256bit SSL Encryption Technology. This technology is the industry standard for online shopping. Check the address bar at the top of your browser and look for the Padlock icon. This lets you know you that our website has met your browsers security standards.

We never hold any payment information on file and never receive any of your personal credit card details.

What exactly happens after ordering?

Once a successful order has been placed on our website, the order will be processed within 1-2 days. Our warehouse staff will pick your items and carefully package them ready to ship out via our courier network.

Once a shipment is created and a tracking number is generated, you will be advised of the tracking number so you can monitor your orders delivery progress.

Do I receive an invoice for my order?

Absolutely! Once you place an order with us, you will receive a confirmation email once your payment is successful. This email becomes your invoice which outlines the products you selected, your order amount, your billing and shipping address along with your payment method.

You can print email this if you prefer as this will be required for any warranty claims as your proof of purchase.

There will be no further invoice or packing slip included with your order.

Do you post overseas?

No, sorry. We do not ship overseas at this point in time.

Where are you located?

Our main office is located in Brisbane QLD where our sales staff, website team and accounts dept operate from.

For the convenience of our customers, most items are dispatched directly from our warehouses for the quickest possible delivery time and this helps keep our prices low.

Our warehouses are located in Melbourne, Sydney and Perth. Items will be dispatched according to stock availability and the fastest delivery option.

Some products may be dispatched directly from the manufacturer or wholesaler (all Australian based stock) so there is no need to worry about lengthy delivery delays.

Can I add special instructions for delivery?

Yes! If you have any special instructions for delivery, simply add the the ‘Order Notes’ section when you checkout. Alternatively, send us an email with your instructions.

If your order notes are relating to delivery instructions, it will be trusted that the final delivery contractor will follow any requests where it is reasonable, however this can not be guaranteed.

What if I have a problem with my order?

We encourage all customers to contact us if they have an issue with their order so we can try to help to resolve the problem.

How will my order be delivered?

We use a collective of freight and courier networks to deliver our products to as many places within Australia as possible. The most appropriate freight company will be selected and they will ensure your order is delivered as promptly as possible. In some situations, a local freight contractor in your area may assist in the final delivery of your order to your address.

Ordering more than one item:

If you order more than one item in a single transaction they may arrive separately, at different times and even by different couriers. This is normal. Due to items being located throughout our various warehouses in our fulfillment network, products may leave from different locations and at different times. Tracking numbers will be provided for each consignment so you can keep track of your entire order. If you need assistance, please contact us.

What if I live outside your delivery network?

Unfortunately, we can not deliver outside the areas listed in our shipping guide. We are limited to areas serviced by our freight companies.

Australia is a big place and is often hard (and expensive) to send large items.

We do try our best to expand our serviced areas when we can.

I found a mistake in one of your listings. can you fix it?

What can we say, we are all human and our website is updated manually by our team and is a HUGE task! We do try our best to accurately describe and depict our products as best we can. From time to time, specifications and wording may have errors or spelling mistakes. 

We would love to be able to correct any errors if they are brought to our attention. Please feel free to let us know if you come across any mistakes.