We only sell product made to Australian or International standards. Our product is sourced from a number of local suppliers, they source their products from many different suppliers overseas. Some of the issues we come across which we can’t control are:
- Quantity in an unopened suppliers boxes is short of what I ordered
- Head markings
- Knurls on socket product
- Thread & shank lengths
- Grades on the nut, often we will ship the higher grade, not a lower grade
- The finish looks different to the photograph
- Head diameter between brands, especially countersunk socket screws and some self drilling screws
- Washer’s tolerances are the widest and most inconsistent of all fasteners, washers are made to suit bolts and are not a precision product. Always check with us if you require an exact inside / outside diameter or thickness
- Brands may vary in the same shipment.
All graphics and photos in our store and listings are for illustration purposes only and are the property of The Fastener Warehouse. The actual products supplied may differ in size, shape or colour. Because of the volume of listings and products in our store, a generic photo is used for that product and in most cases will not be the actual size you purchase. Full specifications for items is available in the description section of the listing.
We request a telephone number which will be used to confirm your order if there is a problem or delivery address details for the courier to arrange delivery. If you do not provide a contact number, we will have to contact you through the eBay message system which could delay your order.
Orders will be shipped once payment has been received in full. Most orders are shipped within 1 business day of cleared payment (excluding weekends and public holidays), in most cases all order placed with cleared payment before 2.00pm Brisbane time will be shipped same day, if the complete order is in stock. All items are despatched during business hours: Monday to Friday, 7.30am-5pm (public holidays excluded).
We take total care in ensuring you product arrives quickly, safely and in one piece. As most of our products are packed in bulk and having so many variations we have to repack nearly every order we ship. We pick from our main stock and repack into clear plastic resealable bags, our larger orders are either packed in sealed heavy duty plastic bags, heavy duty cardboard boxes or the product will be shipped in their original suppliers packaging. All product is clearly labelled with a description and quantity. We have invested in the latest electronic scales equipment to improve count accuracy and our efficiency.
Unfortunately we do make errors
Whilst we try our hardest errors do slip through. Every effort has been made to provide accurate product descriptions in the product listings but occasionally we do come across inaccuracies, mistakes, errors or misinterpretations, which we will correct quickly.
Our orders are quality checked before despatch, sometimes one slips through the system, picking and packing fasteners is a very hands on job which requires a very good eye for detail and good discipline. Most days we pick, pack and send over 300 orders and unfortunately mistakes can and do happen. If your order arrives and you are not happy please message or call us, we will act quickly and do everything we can to resolve the problem.
The feedback system is why we like eBay so much. We are proud of our feedback record. We pride ourselves on providing you with great customer service and will do everything we can to make your experience with us a friendly, helpful and a memorable one. In the rare circumstances where the product you've purchased doesn't meet your needs or expectations, please contact us with your issue and we'll work with you to provide an outcome.
We love hearing your positive feedback and we review your comments regularly. From our experience, negative feedback left has usually been reversed due to misunderstandings or simply a lack of communication between ourselves and the buyer. Leaving negative feedback will not influence the outcome of any situation, nor will it change our commitment to resolving a problem. We endeavour to resolve all issues in the fastest, least painful way possible. We've found that customers who've left negative or neutral feedback have soon realised they wish they hadn't and are very eager to have it reversed. Unfortunately due to the eBay rules this is not always possible. We urge you to get in touch with us prior to leaving feedback other than positive as we will do everything we can to help resolve the problem at hand.