Frequently Asked Questions

MY ACCOUNT

How do I register as a new customer?

Thanks for your interest in registering an account. You can find “Register” in the top menu of our website under “My Account” or “Register Now” at the footer of each page. Remember to subscribe to our newsletter as well to stay tuned for our specials.

How do I log in to my account?

Click “My Account” in the top menu of our website and fill in your Username and Password.

What should I do if I forget my password?

To retrieve the password, click “Forgot Password?” and enter your email address on the login page. A password reset URL will be sent to your email to reset your password.

How do I change my details?

PAYMENT

What payment method do you accept?

We accept PayPal and credit cards. When you are directed to the PayPal website, you can choose to pay by logging into your PayPal account or pay by credit card.

What credit card do you accept?

We accept VISA and Mastercard.

How long does it take to confirm the payment?

Payment confirmation is generally instant with PayPal. In some exceptional cases, such as PayPal e-cheque, it could take up to 7 days or more.

Is lay-by available?

Unfortunately, lay-by is not available.

Are product prices inclusive of GST?

Yes. All product prices are GST inclusive.

Is shipment before payment available?

No, all orders will be dispatched after the payment is received.

SHIPPING

Do you ship to an international address?

Currently, we ship within Australia only.

How are the items being delivered?

Items are delivered via Australia Post, Aramex, Toll, Allied Express or Hunter Express, according to the size and weight of the item. A tracking number will be provided after the item is dispatched.

Can I use my own delivery service?

No, we only use our nominated carriers for delivery

How can I cancel my order?

There is a “Cancel Orders” button on the right top of the Orders History tab after logging into your account. You can select the order you would like to cancel and click the “Cancel Orders” button. You will receive a message to confirm that your order is cancelled successfully. If the order is not cancelled successfully by clicking the button, please contact our team to request an order cancellation.

Please note that we can only cancel your order if the item has not been dispatched from the warehouse. We endeavour to send the product out to you in a timely manner. Although some orders might not be able to be cancelled, please trust that our customer service team are trying their best they can and attending to the message soon.

How long does it take for me to get my order?

Estimated delivery time frames are as follow:

For VIC customers, in approximately 4 – 6 business days;
For NSW, SA, ACT customers, in approximately 5 – 9 business days;
For QLD, NT, WA, and TAS customers, in approximately 8 – 11 business days.

NOTE:

Delivery time only starts after your payments have been confirmed and the item has been dispatched from our warehouse (usually within 1-2 business days after the receipt of payment).

We are unable to guarantee delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee neither.

Due to the ongoing COVID restrictions being placed in different states and natural disasters from time to time, delivery time frames can be affected and your patience in these cases would be appreciated.

When will the item be dispatched?

Most items will be dispatched within 2 business days after full payment is received.

Can I come to pick up my order?

Pick up option is not available at this time.

WARRANTY

Do you offer any warranty?

All products except electronics products come with a 12-month warranty for you to get refunds or replacements. Electronics products come with a 3-month warranty. The following terms and conditions apply to the warranty:
Damages due to misuse by the user or during delivery will not be covered by our warranty
The warranty does not cover any accessories or bonus gifts. In regards to accessories and bonus gifts, they would be noted in our listing, would include (but not limited to) battery, carry bag, etc.

Damage on Arrival (DOA)

Warranty only applies to items that are broken on arrival or appear not to be functioning on initial usage. The following terms and conditions apply to the DOA warranty:

You must check the item(s) and report the damages or faults to us by email with pictures or videos attached ASAP after receiving the item(s). We reserve the right to refuse any claims made after our warranty timeframe or additional charges (postage and handling fee) may apply.
Please do not return any faulty item to us without our approval.
More information is available on our Warranty and Return Page.

What should I do if there is a part missing?

Please make sure that you have checked the packaging very thoroughly as the small components might become loose during the shipping. If there is a part missing, please contact us immediately so that we can offer our assistance.

Refund and replacement

Refund and replacement generally take up to 4 business days to process, and we will notify you after it has been processed.

NOTE:

A refund or replacement will not be provided if products are being misused, mishandled, or mistakenly installed. You are responsible for following the instructions and advice given by the manufacturers.