Frequently Asked Questions
How do I unsubscribe from Check That Out emails?
Can I change or cancel my order?
The address on my order is incorrect. How can I change it?
How can I pay for my purchase?
My product is not working, what do I do?
What does my warranty cover?
I have received the wrong item. What do I do?
I have been given a Good Return Number. How do I follow up on what’s happening?
How long will my refund take?
Why was I not refunded the original postage and handling cost of my order when I returned my product?
Delivery & Shipping FAQs
How is my order going to be delivered?
Where do you ship to?
Do I have to be at my delivery address when my order is delivered?
How long will it take to deliver my order?
I ordered a product and it has not arrived, what should I do?
What do the postage and handling charges cover?
How can I track my parcel?
A. All marketing emails we send will include a link enabling the recipient to unsubscribe their email address from receiving further emails. Please use that link to unsubscribe.
A. Orders cannot be changed or cancelled after they have been dispatched. Please contact our Customer Care Team immediately via firstname.lastname@example.org if you wish to change or cancel your order.
A. We can change the delivery address before your order is dispatched. Please contact our Customer Care Team immediately at email@example.com to change delivery address.
A. We accept payment by credit card (Visa and Mastercard) and Paypal.
Most of our products come with a product manual. Please follow the correct procedures and appropriate troubleshooting solutions. If you have questions after following the manual or need a copy, please email us at firstname.lastname@example.org for further details. You may be able to claim under a warranty.
A. The warranty covers any manufacturing faults or defects with the products. Please see our warranty terms available at this link for more details on the warranty we offer and the process for making a warranty claim.
A. Please email us at email@example.com with details. Our Customer Service Team will provide you with details on how to return the item.
A. Please contact customer service via email at firstname.lastname@example.org to follow up on your goods.
A. Please allow up to 3-7 business days for your refund to appear in your account once the product has been returned. We will do our best to get your refund to you as soon as is reasonably possible.
A. We are unable to refund the original postage and handling charges due to costs incurred to pick, pack and post your original order to you.
Delivery & Shipping FAQs
A. All of our products are delivered via Australia Post as registered parcels. Signatures are required upon delivery.
A. We ship anywhere in Australia. We do not ship internationally. However, orders placed from overseas can be delivered to recipients in Australia.
A. A signature upon delivery is required. If there is no one at the delivery address to sign for your order then Australia Post will leave a slip with the instructions on how to pick up the order from your local post office.
A. We aim to process and dispatch orders within 2 business days after they are placed on our website. The time taken for you to receive your order may vary depending on the location of the warehouse from which your order is dispatched.
Please use the below table provided by Australia Post on their website at http://auspost.com.au/parcels-mail/domestic-delivery-times.html as a general guide for domestic parcel deliveries:
A. Please allow the amount of time stated in the answer above plus 2 business days for us to process and dispatch your order. If this time has elapsed, then please check with your local post office as delivery may have been attempted and your order returned to the post office if no one was available to collect your order when delivery was attempted. If you have not received your order after this period please contact our Customer Service Team via email at <email@example.com>.
A. Postage and handling charges cover the costs of packing and delivering your order. Postage and handling is calculated on a per item basis.
A. Australia Post tracking numbers are generally available to you within 2 business days after placing an order. To obtain an Australia post tracking number please email the request to firstname.lastname@example.org. Please be sure to include your order details in the email. Parcels can be tracked on the Australia Post website at http://auspost.com.au/track/.