FAQs (Frequently Asked Questions)
FAQs and additional information
▸ How can I contact you guys?
Call Us: 1300 601 514 or email us. Our general office hours are 7:0am-4pm Monday-Friday. If we’re not around please leave a message and we’ll endeavor to call you back ASAP.
Shipping and Delivery
▸ How long will it take for my item to arrive?
Once payment has been received, we ship within 24 hours – same day if payment is received by noon (If its a weekend, we’ll be working but we ship the next business day, typically Monday – if you are local, call for pickup). Some items we may need to order them in from our supplier so the lead time may be extended by a 1-3 days. High Priority Dispatch services are available so if your order is urgent, please call 1300 601 514 so we can expedite it for you.
Orders are generally dispatched from our Warriewood, (Sydney) warehouse, so if its less than 25kgs – delivery is:
- OVERNIGHT: to most Eastern Seaboard capital city metropolitan areas is usually overnight.
- 2-3 DAYS: to Tasmania, Perth (Metro), Adelaide (Metro) and Regional NSW, VIC, and QLD
- 7-10 DAYS: WA (regional), SA (regional)
- 10 DAYS+: NT, WA (remote), QLD (remote) and SA (remote)
If you want more detail, call us with your address and a list of items. Our Logistics wizards will give you an estimated delivery time to your particular location.
Alternatively, Sydney (Warriewood) pickup is available – just call first (1300 601 514).
▸ Can I track my item?
Most orders include a tracking ID. Once your item has been shipped we update the courier details including a tracking ID on this website which is available through your invoice number. You can then visit the applicable courier website to follow your delivery.
▸ Do I have to be home for delivery?
Items delivered by courier require a Proof Of Delivery signature before being handed over. However, our default condition is ATL (authority to leave). We know people are busy (playing or working) so if your location is ‘safe’ – please let us know where to leave it and we’ll have the courier drop it off. If you are undecided, then do not grant ATL as the ‘signature required’ process is appropriate. Normally this works fine – but some orders may incur a delay and a re-delivery charge (at your expense unfortunately).
Australia Post delivered items can be picked up at your local Post Office if you are not present when delivery is attempted. If you can’t guarantee you’ll be home it may be easier to have the item delivered to your workplace instead.
▸ Will my item be insured during transit?
Items are not insured by default. If you are concerned about your order’s safety, we recommend contacting us before checkout. We can arrange insurance, but it is not cheap unfortunately. All items leave our warehouse in brand new condition and though every effort is made to package and protect your item, we cannot be held responsible for any damage or loss incurred as a result of shipping.
For further details please read Shipping & Delivery.
▸ How do I pay via PayPal?
You can choose to pay via Paypal once you’ve proceeded to the checkout. Payments sent from a PayPal account balance, Instant Bank Transfer and credit or debit card are usually completed instantly. If paying via eCheque, clearance can be between 7-8 working days. It may take 2-3 days to create a Paypal account if you don’t already have one.
▸ How do I pay via Direct Deposit?
Once you have placed your order, please proceed to the checkout and select direct deposit where you will be provided our bank details. You will need to manually go to your online banking website and deposit the funds. Please include your order ID in the bank transfer notes/comments.
▸ How do I pay via Mail Order or Cheque?
Very Simple – you don’t (Sorry). For further details on our Payment policy, please read our payment section.
Guarantee, Returns and Warranty
▸ Can I return my item if I change my mind?
If for any reason you’re not happy with your purchase, then just send it back within 60 days in unused condition and we’ll refund your purchase price. We’d be embarrassed to take your money otherwise!
For further details, please read our Returns Policy.
We ask that you please contact us for approval first before sending the item back under this guarantee.
▸ My item arrived damaged, what can I do?
If you have opted for transit insurance for your item then please contact us for assistance. If your item was delivered by Australia Post, then you may be covered for up to $50 if Australia Post was found to have damaged your item.
▸ Is there a warranty with my item?
Please see the individual product information page for warranty specifics. For items that have a manufacturer’s warranty, please contact the product manufacturer for assistance.
For further details, please read our Warranty Policy
Security and Privacy
▸ Do you keep my credit card details?
Rest assured, we do not keep records of your credit card details. Ever. When you pay via credit card your credit card details are encrypted and then verified by our Bank. And this really IS an FAQs
▸ If I sign up to your email notifications are you going to spam me?
Absolutely not. We aim to provide our customers with genuine deals and promotions, as well as email customer only special deals. That means if you’re not on our list then you don’t get the special deal! Fair? Fair enough we think.
▸Can I get a Client Account?
▸Can I get a Credit Account?
Hmmm – we don’t have a ‘credit account’ as these things don’t really exist in our business (as we work a little differently). When we started this venture many moons ago, we described ourselves as ‘coin operated’ – in the sense that “no coin = no operate”. So we will pick and pack on a PO, but we ship on a paid invoice.
▸Can I get you to complete an RFQ?
We also take a consulting approach often described as ‘systems or solution selling’. Basically, we don’t sell ‘bits’ or even contemplate competing on lowest cost RFQs. We strive to provide a set of products and services that (collectively) provide excellent value to our clients. Conversely, we are happy to quote from plans. And it’s a different business model than most organizations in our niche so there are implications (both good and bad)
▸Will you white label orders?
Certainly. Once we know about your business – we can support it with non-branded (or with your branding) shipments and custom packing. FAQs around this are best discussed directly with Scott.
▸Can I get custom products and/or services?
Of course! We welcome a chance to talk with you about your business so that we can understand it a bit better – and through that understanding we can offer a LOT more (customised) value and support (with no commitment from you). This understanding avoids many FAQs and allows us to stock or create (in adequate supply based on either a forecast or history) an inventory of the products you use. As well, we can anticipate/propose complimentary products and services increasing the efficiency and effectiveness of bother parties – while driving both our costs down.
… enough answers for our FAQs