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Customer Service FAQ
Frequently Asked Questions

 

I need to speak to Customer Service but there are long wait times when I call. What should I do?

We ask that you please browse through our help section to see if your question can be answered. If long wait times are being experienced, it is best to try calling us again at another time. If contacting us again is inconvenient to you, we asked that you send us an email via our 'Contact Us' page detailing your concerns. We ask that you please allow up to 1-3 business days for a reply.

 

If your order has not arrived, please call our customer support team on 1300 244 999, or send us an email via our 'Contact Us' page. Select the 'Online Order Enquiry' option from the drop-down provided and be sure to include your order number.

 

What do I do if my order hasn't arrived?

Check your order in 'My account' or via the tracking link in your email to see whether it is in transit. If it is a few days after your expected delivery date then please call our customer support team on 1300 244 999, or send us an email via our 'Contact Us' page. Select the 'Online Order Enquiry' option from the drop-down provided and be sure to include your order number.

 

How long does it take for my refund to be processed?

Once your order is received back at our Sydney warehouse, it will be assessed and your refund processed. Please allow up to 10 working days for your return to be refunded back against your original payment method.

 

Tax Invoice

 

How do I get a copy of my tax invoice / receipt? I did not receive it with the delivery of my order.

Please note that a tax invoice will be mailed out to all customers over the coming weeks for warranty purposes. If you wish to return an item to store for purposes of refund or exchange and have not yet received your tax invoice, please take a printed copy of your original order confirmation email as proof of purchase.

 

If you have a more immediate need for a tax invoice, you can request your invoice via our Contact Us page:

  1. Visit Contact Us Page
  2. Select "Online order enquiry" from the reason drop down list.
  3. Select "Reprint Tax Invoice" from the subtopic drop down list.

 

Partial Shipment / Delivery

 

Why can't I receive my order in one delivery?

Your layby order may be delivered by different Australia Post couriers. This depends on the size and number of items in your order, and whether items are being despatched directly from the supplier.

 

Order Delivery Timeframes

 

If I place an order now, how long will it take to be delivered to me?

Delivery times depend on product supplier, size and number of items in your order, and the delivery location. Click here to see estimated delivery times to your postcode. 

 

Do you deliver next day?

No. Orders placed are normally despatched from our Sydney warehouse on the next business day and are delivered by Australia Post. Delivery times vary depending on your location. Click here to see estimated delivery times to your postcode. Some of our products are delivered to you directly from our suppliers. Delivery times for these items may vary from products shipped to you from our warehouse. These products are clearly marked on the website with the message "Item ships directly from vendor", and an estimated delivery timeframe will also be shown.