Frequently Asked Questions
I don’t have an account. Do I need one?
You don’t need an account to browse our site and products but you will need to create an account once you are ready to buy as we will need your address and contact details. Once you have ordered from us you can use the same account next time you shop with us.
What forms of payment are accepted online?
Payment can be made using VISA, Mastercard or PayPal
I’ve forgotten my username and password, how do I reset it?
Users can retrieve lost passwords, by clicking on the “Lost your password?” option on the “My Account” page.
Usernames are emailed upon registration and users are encouraged to keep the details safe.
You don’t have the product I need. Will you be getting more products?
We are constantly updating, adding and removing products from our catalogue. If you can’t find the product you are looking for, you can; check the website at another time, email firstname.lastname@example.org or phone 1800 807 465 and ask about the product you are interested in.
How do I place an order online?
To order online, please login or sign up and then simply add products into your cart and pay for them at the checkout.
Can I pick up my items from your store?
Yes! Goods can be collected our Cheltenham, Victoria retail store. Please make sure you let us know beforehand what day and time you will be collecting your purchase. All our contact details can be found on the “Contact US” page.
What Are the Postage or Delivery Costs?
We deliver products using Australia Post and other carriers. Shipping costs will vary depending on the size and weight of your order as well as your location. Exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout.
Heavy and/or bulky items will incur extra freight charge and can be quoted.
How do I track my order?
Once your order has been placed, you shall receive a confirmation email. As the order is accepted into our system, will shall process the goods as quickly as possible and send them to your desired address in a timely manner. You shall receive an invoice with the goods. If you have a ‘required by’ date, please let us know and we shall endeavour to have your goods to you by this particular date.
I don’t live in Australia. Can I still order from you?
Yes, we ship to addresses outside of Australia. Please keep in mind that this will incur an extra cost. Contact us for further details.
I added items to my cart but now I can’t find them.
To view the cart click on the shopping trolley item up the top right hand side of the website. If the items are still not in your cart try adding them again.
I’ve placed my order. How long until it arrives?
Orders are normally dispatched within 2 business days from receiving an order. However this will depend on the time of year.
Shipping times are estimates only but you should receive a delivery within 1 week. This is of course subject to the stock being available in our warehouse.
My order came and there has been a mistake. What should I do?
Please contact us immediately to discuss.