FAQ

Frequently Asked Questions

Order processing

When/how my order is processed?

  • In most cases, all orders are received in our system with 'On hold" status for our verification on the payment, price, postage and so on.  The verification generally takes 1 - 3 working days. Once the order is verified and correct, we will process your order. We will also advise you on the delivery time, when the delivery information become available.
  • If you choose Bank Transfer (EFT) as a payment method, we will process and confirm your order only when the fund is cleared at our bank account. It generally takes 2-3 days. Sending the Bank Transfer receipt will help to speed up the verification process and secure the stock for your order.
  • You can monitor your order status online, by simply logging in to our website using your user credential and go to your Account Summary

What happens if I order backoder item?

  • Generally, we indicate on the product page the estimated availability time or the ordering lead time as a guideline. When you purchase back order item(s), you acknowledge and agree that the estimated availability time could be delayed by up to 4 weeks. Once we received your order, we will then advise you the actual availability time, when possible. However in some cases, we do not have control over the delay due to various reasons such as delay in production, custom clearance, etc. If you decided to cancel the order, we will charge you a cancellation fee of 6% of your order. However, if we have to cancel your order for whatever reasons, we will give you a full refund.

Can you hold my order for period of time?

  • In general, once the item is ready for shipping, we will deliver it as soon as possible.
  • If you wish to hold the order, please let us know - we may be able to hold your order for a maximum of 3 weeks from the order date. A handling fee may be applied.
  • We can NOT hold an order that is not fully paid.

Can we cancel the order?

  • Generally, No. Depending on the status of the order, we may charge you a cancellation fee of 3% of total order value  (If you use Afterpay, cancellation fee is 6.5%). If you are unsure about the item's availability and the lead time, please contact us before placing the order.
  • In case we have to cancel your order for whatever reasons, we will give you a full refund.

Products and Prices

Do you offer quantity discount?

  • YES. There are a few of items that we currently offer order-quantity based price. You will see this option on the product page. 
  • We will offer quantity discount on more items - stay tuned!!

Do you offer "Price Match"?

  • We believe our price, combined with any valid offer/promotion and shipping fee, all together are competitve. However, if you find a better deal, please contact us prior placing your order - provide us with relevant information and we will do our best to match the price. 

Shipping and Refund

My order has been shipped - how long does the delivery take?

  • The delivery times vary depending on the products you order and your delivery address. If the item is in stock, it generally takes about 5 working days to major cities and up to 14 working days for other areas. 

Can I pick up my order?

  • Most cases, we do NOT offer pick up. 
  • Pick up option (by appointment only) maybe available for some products. Please contact us to check if pick up is available for the item(s) you wish to order prior placing the order. 
  • All pick-up orders must be fully paid.

Can I choose the delivery date and time?

  • No. We can not guarantee exact delivery date and time. However if you need your order urgently, please contact us and we will do our best to meet your need.

Why it shows "Shipping not available to selected location" - what does it mean?

  • It generally indicates that we are not able to ship the item to the selected location (by post code) due to the nature of the goods and the shipping coverage.
  • In a few cases, it indicates that we can't provide the shipping fee online. However, we could give you a quote on the actual shipping fee - by simply contacting us and let us know the item you would like to order, quantity and the shipping address.
  • In any case, if you encounter this message and would like to order the item, we strongly suggest you contact us and we will be happy to assist you.

What is your return policy?

Can I deliver my order to different address?

  • Absolutely YES. Just simply update the shipping address on the check out page.
  • We can only deliver to one shipping address for a particular order. If you want to deliver to multiple shipping addresses, please place a separate order for each shipping address. 

Do you deliver to overseas?

  • No. Currently we only deliver to Australian address. Overseas customers can still purchase from us as long as the delivery address is in Australia.

My order has been dispatched - can I track it?

  • Yes. Once your order is dispatched, we will provide you the tracking number.

How do I find the shipping fee for my item(s)/ order?

  • You can find the shipping fee on the product page by entering the post code and click "Calculate"
  • The final shipping fee will be calculated on the check out page depending on the items you ordered.

Can you deliver to PO Box?

  • NO.