Frequently Asked Questions
When will my order ship?
Orders typically ship within 1-2 business days. Please allow an extra day after a public holiday.
When can I expect a response to my email?
All emails are typically replied to within 2 business days. It may take a little longer after a weekend or public holiday.
Can I place an order or make payment over the phone?
No, all orders need to be placed online.
What payment methods do you accept?
For online orders, we accept PayPal and Credit card through the PayPal portal.
Do you have a showroom?
Yes. We have a showroom in Bendigo at 126 Mollison Street.
How do I know if a product is in stock?
Our level stock indicators are linked directly to our inventory and update in real-time. If a product is listed in stock, then we have at least one physically in stock in our Bendigo shop or warehouse. If an item is listed as “Check Availability” this means that stock is generally available from the distributor and we typically can have stock to our warehouse within 1-4 days. From there we can arrange dispatch to your specified shipping address.
What if a product is listed as 'Out of Stock'?
When a product is listed as 'Out of Stock' it means that we do not have local inventory (stock) of the product and we also may not have access to the product through our main suppliers. This will therefore disable your ability to add the product to your cart. However, we encourage you to either call us or email email@example.com to inquire as to when stock can be made available.
Can I pre-order items that are out of stock?
If we are out of stock, we advise you to email or call our team to inquire as to the availability and the ETA.
The ETA changed - why?
ETAs are estimates and can change for many reasons - eg supplier delays, shipping delays, wharf/customs delays, etc. Nevertheless, our estimates are usually quite accurate and you will be updated if there are any changes.
I paid using direct deposit but a product sold out before my payment cleared - what happens now?
Stock can only be allocated to an order once payment is received. If an item has sold out by the time your payment has cleared, we will contact you to advise of any shortages and the options available.
How long will it take for my order to be delivered?
Standard delivery generally takes 2-5 days. Please allow additional time for delivery to regional/remote areas.
Do you offer discounts for large orders and businesses?
Yes, we can put together a personalized quote.
Do you accept purchase orders or offer credit terms?
Can I get a copy of my tax invoice?
You’ll receive a Tax invoice with your order.
Why can I only pay for selected items with PayPal?
We have had to restrict payment options on some products due to the high amount of attempted credit card fraud.
What happens if my order goes missing or is damaged in transit?
In the unlikely event that this happens, we will lodge an inquiry with the courier who will conduct a thorough search and provide a response generally within 4 business days. If the parcel cannot be located, we will re-ship your order at no cost to you. If you receive an item that is damaged, please contact our team.
How do I change or cancel my order?
If you have a made a mistake or changed your mind about your order you can request a change or cancellation provided the order is still in a status of Pending or Awaiting Payment. Once our warehouse team has begun processing the order we are unable to make any changes or cancellations.
How do I return a faulty item under warranty?
Please contact out team to lodge a warranty claim.
I have accidentally damaged a product. What do I do?
Physical damage is generally not covered under the manufacturer warranty but we will try to help you out where we can. Please email firstname.lastname@example.org with photos of the damage and we can advise what we can do.