Frequently Asked Questions

We are here to help

Below are some of the most frequently asked questions which we receive regarding our products and services.

What to do if the below does not answer my question?

Naturally, if you require more information regarding our products or services, please refer to our Contact Us page for our details.

Do you ship Nationwide?

Yes, we ship to all areas of Australia (with very few exceptions). To do this, we utilise the services of several freight carriers including Startrack Express, Australia Post and Fastway Couriers in order to get our products to your door. The cost will be dependent on where you live, including your suburb and postcode. It will be calculated in your shopping basket prior to completing your order so that you are completely aware the charges involved. Unfortunately there are a small number of products which can not be ordered online due to their large volume or weight (i.e. Refrigerator Doors). In these instances it is necessary to contact our sales office for a quotation on the freight charge

How Long Will it Take To Get My Order?

Depending on the delivery address, most orders to main coastal towns will be delivered overnight for packages up to 5Kg. Rural and remote areas of the country can expect their delivery with 2-7 business days. We will contact you if we believe there will be any delays on your order. This applies for all orders where the goods are available from stock.

When goods are not available from stock, you should receive an order confirmation from our sales team advising an estimate for the fulfilment of your order. Lead times can vary depending on where the products are sourced and could sometimes take between 8-10wks to arrive. However, you will be notified accordingly should the expected dates change.

What is your returns policy?

We have a strict NO RETURNS policy on all our products. Unfortunately you can not change your mind and return the goods. Should there be a problem with your order regarding correctness or shortages, we allow 2 weeks from invoice date for any claims to be notified to us in writing. Naturally as a consumer you are entitled to an exchange or refund should the goods not perform as per their specification or claim (as per legislation requires).

In the event that goods do need to be returned, then you should contact us in writing, advising the specific issue, the purchase date, invoice number and any other relevant information. If we do agree to the return of goods, then you will be issued a Goods Return Authorisation (GRA) number which should clearly marked on your documentation returned with the goods. There is a minimum $20 or 20% restocking fee applied for any goods which we may accept back for a refund.

Do I Need an Account to Place an Order?

No, you do not need an account to buy from us. However, we do ask you to register as a customer online so that we can more easily process your order. If you are a Trade Client (Authorised Repairer, OEM, Electrical Tradesman etc) then you may wish to apply for a trade account which has an additional benefit of discounts on some product groups and credit terms to approved customers (minimum annual spend applies).

How do you handle payments?

Web payments are processed via our encrypted PayPal payment gateway. You do not need a Paypal account, you can just pay by Visa or MasterCard. Payment is taken at the time that your order is processed and we do not charge any credit card processing fees.

Do you ship internationally?

Overseas clients can still purchase online. However, we do not organise freight arrangements to overseas destinations. Our terms are “Ex Works” and customers must nominate their own freight carrier and include Account Number.