Product FAQs

What is the condition of your products?
Our products are all brand new and original from the manufacturers, unless otherwise stated.

How can I be confident of the quality of your products?
All our products are checked for quality control by the manufacturers, and we always ensure we sell good, reliable products.

How can I find out more information about your products?
We try hard to make our product descriptions as informative as possible. However, if you are seeking additional information or advice, please email us at info@ozinnovations.com.au

Why do you charge more for FX lightsabers?
Due to FX Lightsabers being high-end collector's items, we only dispatch them using a registered courier. This is to ensure that you receive your lightsaber as fast and safe as possible.

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Payment & Purchasing FAQs

What payment methods do you offer?
We accept Paypal and bank deposits. If you have a Paypal account, you can pay via credit card or bank transfer using your Paypal account.

I do not have a Paypal account, can I pay via Direct Deposit?
Of course, just continue to make the purchase and choose direct deposit as your payment method. Our bank details will be displayed during checkout so you can make the payment. Please use your eBay ID as your transfer reference so that we can process your order quickly. 

What are your bank deposit details?
Our Bank Account Details will be shown at checkout when you select direct deposit as your payment method.
As mentioned, please use your eBay ID as the transaction reference so that we can process your order and payment quickly.

Why Paypal?
We prefer Paypal for its security - Paypal provides buyer and seller protection. Paypal is also the quickest payment method and this helps us process and send out your order quickly.

Why don't I recognise your system checkout?
We use an automated checkout system that is eBay approved. This checkout system lets us identify customers and their orders, and it helps us save time as well. The system checkout is 100% secure and all your personal information is kept confidential and will not be released to third parties.

If you are still uncertain, rest assured that we have Secure Server Software (SSL) which will protect your personal information all the way through the transaction.

Can I combine orders?
Our user-friendly automated checkout system will combine all your orders automatically and give you the best shipping discount available. If you don’t see that happening, let us know and we will personally combine your orders for you.

What if the item I'm interested in is not listed or out of stock?
Email us at info@ozinnovations.com.au and we will gladly assist you with this.

Can I get my item giftwrapped?
We do not currently provide any giftwrapping service.

Can I get any discounts or promotions?
We constantly have promotions and discounts on our products! Just sign up to our newsletter to keep updated.

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Shipping & Handling

When can I expect my order to arrive?
Orders are dispatched from our warehouse daily from Monday to Thursday. Shipping times vary from state to state. Under normal conditions, shipping takes between 1-5 working days to reach your state once it leaves our warehouse:

The above are the shipping guidelines under normal conditions and are not guarantees. During peak seasons such as festive seasons, the courier may experience delays in shipping.

The best way to keep track of your delivery is to track it online using the tracking number provided to you when we post out your order.

Feel free to contact us if you have any issues with your order's delivery.

How much is the Shipping and Handling Charge?
Shipping and handling charges for domestic and international deliveries will be shown on every product listing. Please check the shipping and handling charges before you purchase any item.

Do you ship internationally?
Yes, we do. However, some products cannot be shipped internationally due to certain regulations. Please check the product listing's "ship to..." just to confirm.

When will my order be dispatched?
We ship orders out daily from Mondays to Thursdays. Once we receive your payment, your order will be dispatched to you via Australia Post Registered e-Parcel (signature required) the next business day. If your payment clears before 10.30am, we are usually able to ship it out on the same day.

Where can I find the tracking number for my order?
First, log in to your eBay account, click on My eBay > Won/Purchased and look for the item that you purchased from us. Feel free to email us at info@ozinnovations.com.au with your eBay ID if you'd like assistance with this.

I need my item urgently – what can I do to get it on time?
We do our best to dispatch orders out as soon as we can once the payment has cleared. To make sure you get your order quickly after placing your order, opt for the quickest payment method such as Credit Card via Paypal (not bank deposit). Orders before 10.30am can get dispatched on the same day (except Fridays). All our items are posted using Australia Post Registered e-Parcel, with a signature required to claim the item and the ability to track it online.

Please contact us before you make a purchase if you'd like to confirm that you can receive your order before a specified date.

Do you combine shipping?
Yes, we do combine shipping. We offer 50% shipping discount on the second item with equal or lower shipping cost. This excludes shipping for heavy items (5 kgs and above)

Can I get my order dispatched today?
All orders paid before 10.30am (AEST) will be processed and shipped on the same business day. Our shipping courier comes every Monday to Thursday just to ensure all our customers get their items as fast as they can! If your payment went through after 10.30am and you want your item on the same day, contact us and we can try to arrange something for you.

Can I pick up my order?
Yes, you can. Our warehouse is located in Blackburn, near Melbourne city. Give us a buzz on 03 8877 0788 or email us at info@ozinnovations.com.au and we can arrange it for you.

I did not receive my order (or parts of my order)!
All orders sent out come with a tracking number that you can use to track your delivery online. Do check this first before contacting us.

If you haven't received your order but the tracking shows that it's been delivered, we would recommend you to first check with your family members, housemates, or neighbours. We have had customers whose orders were received by others but hidden or forgotten!

If you're certain that your order is incomplete, please let us know and we will chase this down for you.

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Order Status

How can I check the status of my order?
Just send us an email at info@ozinnovations.com.au or give us a call on 03 8877 0788. Our dedicated customer service team will be able to assist you..

Can I adjust or modify my order?
Please send us an email as soon as possible to info@ozinnovations.com.au or call us on 03 8877 0788 before you make your payment. We are pretty quick when it comes to packing and dispatching, so contacting us to change your order after making your payment may sometimes be too late.

Why am I getting the payment reminder email?
This email is an automated notification from our eBay account that you have completed the checkout but not made the payment. If you have made a payment but you're still getting a payment reminder email, please let us know and we will investigate to find out if the payment was somehow overlooked and resolve this for you..

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Returns

How can I claim for warranty?
Please send us an email at info@ozinnovations.com.au and our customer service team will assist you.

Can I return my item for a replacement?
You can return your item to get it replaced within 7 days of you receiving the item if the item was found DOA (Dead on Arrival) or faulty.

Please Note: If the item is found to be functioning correctly we will return the item to you at your cost.

Can I get a refund for my item?
Unless stated, all our products are non-refundable, but we can provide store credit or an alternative product for you. The item that is returned must be unopened, unused and in a saleable condition, and returned to us within 7 days of you receiving it. Please contact us beforehand to arrange the product return. We can only refund you the cost of the item, and not the cost of the shipping.

Can I drop by to return an item instead of posting it back?
Yes you can! Contact us first to arrange a time - send us an email at info@ozinnovations.com.au or call 03 8877 0788.

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Contact

I'm having issues, who can I talk to?
Send us an email at info@ozinnovations.com.au or contact us on 03 8877 0788. Our friendly customer service team are professionally trained to resolve any kind of issue.

My question has not been answered.
Our dedicated customer service team strives to respond to all e-mails within 24 hours. Please rest assured that your question will be attended to shortly. If you're eager to get an answer, feel free to call us on 03 8877 0788 to talk to us over the phone.

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