Frequently Asked Questions
If you have any further questions or feedback please feel free to email us at firstname.lastname@example.org or call us on (08) 8371 0380 during business hours 9:30am - 6:00pm. Below are some FAQ's that might help in answering your questions before you reach out to us.
What payment methods do you accept?
We accept Direct Deposit, Visa, MasterCard, PayPal, ZipPay, and American Express to pay for goods and services.
Is payment secure?
We take security very seriously. All methods of payment use the latest security protocols. We do not store payment information.
Can I track my package?
Yes, you can!
With every order, you will receive an email or SMS with live tracking details from our shipping partners.
From order picked up to delivery completed, our automated email and SMS email notifications keep you updated every step of the way.
What happens if I do not receive my package within the estimated shipping time?
Please note that shipping times are only an estimation and not a guarantee. Please be aware that delays in shipping can occur and are unfortunately out of our control. Please do not worry if your package is a couple of days out of the estimated shipping times.
Our data-driven delivery estimates dynamically update estimates that reflect the performance of recently completed deliveries across our platform.
If you have not received your package in 7 working days, please contact our customer service line during business hours on (08) 8371 0380. More information on shipping can be found here.
When will I know if my order has been shipped?
We will notify you by email, to let you know when your order has been shipped.
You will also receive live tracking updates via email and SMS.
For this matter, please ensure that you type your email address correctly when checking out as a receipt will also be sent by email.
Why am I not getting a quote a shipping quote at checkout?
We use a live quotation service on our checkout. While it is usually fantastic, it can have trouble if the address has been written in an unusual way. Check your address has been entered correctly. Common issues include postcodes or suburb names entered twice, punctuation marks in place names (eg. St. Kilda instead of St Kilda), and abbreviated place names.
If you continue to have issues, please contact our customer service line during business hours on (08) 8371 0380.
Do you ship Australia-wide?
We ship Australia-wide. If an area is unserviceable you will not receive a live shipping quotation at checkout.
Can everything in the online store be purchased/shipped?
Anything on our online store that is unable to be shipped will be marked accordingly.
How do I make a return?
To make a return, contact us. In your message, please include the following:
- Your order reference number.
- The item being returned.
- The reason for return.
We can then organise a return label for you. Returns with an AusPost label can be dropped off at any AusPost Post Office or Postbox.
How quickly will my return/exchange/credit be processed?
On the day that we receive the item(s) you are returning, it will be processed and a member of customer service will be in contact with you. As long as the item you are exchanging for is in stock, we will ship the item out to you within 24 hours of receiving it. Please be aware that if you are returning a item(s) for a refund, it may take a few workings days for the money to be processed back into your account.