Frequently Asked Questions
Before emailing or phoning our customer care team with your questions, please check this page as the answer you need may already be here. If not, please contact us here.
Postage & handling charges
Postage and handling charges are detailed in each listing. Scroll down till you reach the blue table in the shipping section. The shipping charges are listed by state. You can enter the correct shipping in the eBay checkout system as you go to pay or request the total amount from us via the eBay checkout system.
We understand that you will be eager to receive your order as soon as possible. We ship within 3 business days via Australia Post (or courier for large items) and often in less time. Delivery time will vary depending on your location. Delivery time to capital cities is typically quicker than regional areas. Once you have your tracking number, you can track it on Australia Post’s website at http://auspost.com.au/track, or alternatively contact Australia Post directly on 13 13 18 for the status of your consignment. If you have any questions about delivery times, please email or call us during customer care hours.
We will send you a unique delivery tracking number within 1 business day of your cleared payment. If you don’t receive an email with your tracking number, we invite you to email or call us during business hours and we will send it to you again. To check the status of your consignment, simply go to http://auspost.com.au/trackk
Payment processing time
We will dispatch your order within 3 business days of receiving your cleared payment, and in many cases even sooner.
Payment via PayPal using PayPal funds or your credit card is instant. If you pay via PayPal from your bank account funds, it will typically take 5 business days to clear.
Electronic Fund Transfers (EFT) typically take 2 business days to show up in our bank account. Providing you have used your eBay ID as the reference, we can identify your payment quickly. However, if you have not used your eBay ID as the reference, it can take us much longer to work out who you are and what you have paid for. You can help us avoid delays by emailing us with the details of your payment, and especially the reference you’ve used and if possible, a copy of the deposit confirmation (PDF or image file). Your co-operation helps us get your item out quicker.
Please allow 7 business days for your payment to be cleared.
If the item you have bought comes in a number of colours, please email us as soon as possible with your choice of colour. We cannot send your order until we know which colour you want.
All items leave our premises in brand new condition in their original manufacturer's packaging. Occasionally despite our best efforts, an item may arrive in a damaged condition. We take this very seriously and appreciate that you will be disappointed and frustrated should this happen. In this instance, please notify us as soon as possible by phone or email, preferably with photos and a clear description of the damage. We will immediately provide you with a free Reply Paid address to which you should send your damaged item. As soon as we receive your item, we will immediately dispatch a replacement, no questions asked. You will not have to pay anything to return the item to us, or for the new one to be shipped out to you.
Faulty Items and Warranty Claims
All of our products are shipped directly to you in brand new condition, in their original packaging as received from the factory. It is not practical for us to open each individual item and check it before dispatch. Although it is rare, occasionally an item may turn out to be faulty and of course you are fully covered by our warranty. We take all faults very seriously and will do our best to resolve your claim in the shortest time possible so as to minimize any inconvenience to you.
First 30 days
If the fault is discovered within the first 30 days since dispatch, we will automatically replace the item for you at no cost. We will provide you with a free Reply Paid address to which you should send your faulty item. As soon as we receive it, we will immediately dispatch your replacement, no questions asked. You will not have to pay anything to return the item to us, or for the new one to be shipped out to you.
Manufacturer warranty period
If a fault is discovered any time after the first 30 days since dispatch, it may be covered by a manufacturer warranty which may be in the form of a repair or replacement. In this instance, you will need to return the item to us at your own expense, and we will ship out your replacement or repaired item at no cost.
If you decide to repair a faulty item yourself or have it repaired by somebody instead of returning it to us under the above warranty cover, your warranty will be voided and we cannot accept returns. If upon receiving your faulty item we discover that it has been tampered with or repaired without our written authorisation, we will return the item to you once you have paid us the correct shipping fee to do so.
If you have any questions about warranty claims, please email or call us during business hours.
Where is my item?
If you have paid and not received your item within a week, please call or email us so we can check on the progress of your order. There are times when your order may be placed on hold. For example, we may be waiting on you to confirm a delivery address, or tell us which colour item you want. We will always do our best to contact you if we require more information, but sometimes your email address or phone number may have changed and we cannot reach you. Please double-check that your eBay and PayPal registered email address and phone number are accurate, and if not please amend them immediately and then notify us of the correct details. Please be aware that PayPal may require us to cancel a transaction where a registered address has been changed after payment. As you will appreciate, we have no say in this and apologise in advance for any inconvenience it may cause you.