Help & FAQ

Our Help & FAQ (Frequently Asked Questions) page is here to answer some of the most common issues people are having when shopping on our website.

The majority of check out problems are usually caused by a browser issue. Clearing your browser history will fix most issues and should be the first thing to try. If you don’t know how to clear your browser history or browser cache, you can look up how to clear it on Google or YouTube.

I can’t place an order as no freight is showing

This issue can be caused by a few things. Entering your address incorrectly, modifying your address, or it may be a browser issue. Our website has an auto address look up. Firstly, delete all your address details at checkout, refresh the page and re-enter them by starting to type your address on the first line of the address field. Once your address pops up, click on it and it will auto populate the form. Do not modify the postcode, suburb or state. These three fields is what allows your quote to be generated.

I can’t process a credit card payment

We use two payment gateways. If you are having issues processing a payment through Commonwealth Banks Gateway, try using PayPal instead. You can use your credit card through PayPal as a guest, even if you don’t have a PayPal account.

I can’t log into my account

Your username is the email you used to set up your account. Enter the email into the "username" field and enter your password. If you are having trouble logging into your accout, click on "forgotten password" and it will send you to a page where you can enter your email to reset your password. Enter your account email and click "Request Password". An email will be sent with a link that will allow you to reset your password. Resetting the password will allow you to log back into your account.

I haven't received an order confirmation

Firstly, please check your junk or spam mail folders. Also check that you have entered your email correctly. Sometimes you may have had a page freeze or error when finalising payment, if this happens, we may not have received your payment confirmation. Always wait a few extra seconds when finalising payment to ensure the payment is processed fully. If you have received payment confirmation from PayPal or can see the charge on your credit card account, but no order confirmation, please contact us to check that we have received your payment confirmation. 

I have only received part of my order

Some orders may be split into separate boxes due to size and weight restrictions. You may receive multiple boxes, and occasionally these may get split up during transit. They will generally be delivered separately within a day or two of each other. Please refer to your tracking information for further details on the delivery of the remaining parcels.

I have an issue with my order that was delivered, what do I do?

For order issues, product returns, damaged items, incorrect item received, or warranty claims please contact us by replying to your original order confirmation email. This contains all your order information and allows us to process your enquiry faster.

What payment methods do you accept?

You can make payment with PayPal, Credit or Debit Card including Visa, Mastercard and American Express. Unfortunately, we do not accept Afterpay, but PayPal offer a similar service (PayPal pay in 4) that can be accessed by selecting PayPal as the payment method.

I am still having issues or my problem is not listed here

send us an email or give us a call, we're happy to help