Frequently Asked Questions

Is it safe to buy on this website?

Yes, it is. We are part of an Australian company registered since 1992 and we guarantee that you will get your money back if your order cannot be delivered.

Is it safe to give you my credit card details?

We will not have have access to your credit card details. All credit card payments are processed directly with the credit card provider. We also maintain the highest levels of security. Our website uses high-level SSL encryption technology, the most advanced security software currently available for online transactions.

In which currency are the prices on this website?

Our prices are currently in US dollars. Many of our orders are international orders and US Currency generally offers better reference pricing. If you are ordering from another country where a different currency is used, when you pay for your order the online payment processor converts the amount that you are paying into your local currency.

Which are your payment options?

We accept most major Credit Cards and PayPal. You may pay by Credit Card from within PayPal even if you do not have a PayPal account.

Do you ship internationally? And to which countries?

We ship most products to most countries worldwide. There are some countries that we are not be able to ship some products to because of product licence restrictions or because of difficulty with shipping logistics. But you will find that most products can be shipped to most countries.

How much are your shipping charges?

Shipping prices vary according to item size, weight, and where it is being shipped to. A Shipping Calculator is available on our website cart. Add items to your cart and click “Calculate Shipping” to see the total shipping charges of the items in your cart to your shipping destination.

Will I have to pay any GST / VAT or Import Duty?

We are an Australian business registered for GST in Australia (ABN 62 055 404 843). If your order is being shipped to anywhere in Australia there will be no more to pay. If your order is being shipped to a country other than Australia then VAT / Import Duty laws vary from country to country. We recommend you learn about the VAT / Import Duty laws in your country so that you will know if any VAT / Import Duty may be applied. Any VAT / Import Duty that may be applied on orders shipped to countries other than Australia is the responsibility of the Buyer.

Do you include any price information inside your parcels?

No, we do not include any price information inside our parcels. But the order value will still be declared on the outside of international parcels to comply with the various Customs Laws around the world.

Can I have my order shipped to a different address?

Yes you can. When you check out your order just tick the box “Ship to a different address” on the checkout page and enter the different shipping address there.

Can I have the order shipped to a gift recipient?

Yes you can. When you check out your order just tick the box “Ship to a different address” on the checkout page and enter the different shipping address there.

Can I place an order by phone or by email?

Orders can only placed via our website because this is where our payment facilities are installed. We do not have payment facilities available outside of our website.

Do I have to register an account to order from you?

No, you do not. On the checkout page you may choose to create an account but that is optional. You may place orders as a guest and without having to create an account.

Why do you need my telephone number on checkout?

We only need your telephone number for the carrier or your local postal service. They need your telephone number in case there is any difficulty with delivering your order. Biut please rest assured that we will never phone you and we will never send you any unsolicited marketing to your phone.

I have a coupon / voucher code. How do I use it?

If you have a Coupon or Voucher then click on “Have a coupon? Click here to enter your code” at the top of the checkout page, enter the Coupon code and click “Apply Coupon”. Your discount will be automatically applied to your order.

Help! I registered an account but I forgot my password.

Below the login area click on the link “Forgot your password?” and enter your username or your email address there. An email will then be sent to your email address containing a link for you to create a new password of your choice.

If an item is out of stock, can I still order it?

Our website only accepts orders for products that are currently in stock to avoid disappointment in case more stock takes longer that expected to arrive. Out of stock items are generally hidden from our website.

How do I know that you received my order?

After you check out your order and process your payment the order placing is complete. You will receive an email shortly after that confirming that we have received your order.

What if I want to cancel or change my order?

Please contact us as soon as possible via the “Contact” tab on this website with details and the order number that you want to cancel or amend. We cannot cancel or amend orders that have already been picked at the warehouse or orders that have already been shipped, but we will always do our very best to help whenever we can.

What is your returns policy?

1. Returns are accepted within 30 days;
2. Return shipping is at Buyer’s expense;
3. You must contact us within 30 days and obtain a Return Authorization;
4. Items must be returned unopened/unused and still in original packaging;
5. Refunds cannot not be issued if items are returned opened and/or used;
6. Health, Beauty and Personal Care products can’t be returned for health reasons;
7. A 20% re-stocking fee is deducted from refunds of returned items;
8. The original shipping charge is not refundable.

What are your Returns Terms & Conditions?

1. Returns are accepted within 30 days;
2. Return shipping is at Buyer’s expense;
3. You must contact us within 30 days and obtain a Return Authorization;
4. Items must be returned unopened/unused and still in original packaging;
5. Refunds cannot not be issued if items are returned opened and/or used;
6. Health, Beauty and Personal Care products can’t be returned for health reasons;
7. Any accessories, adapters, manuals, etc, must also be returned;
8. Refunds cannot be issued for items that arrive damaged in transit;
9. A 20% re-stocking fee is deducted from refunds of returned items;
10. The original shipping charge is not refundable.

How do I return my order?

Please complete and submit the Return Request Form in the ‘Returns’ tab on this website. You will receive a response as soon as possible, usually within 24 hrs. If your order is eligible for return our response will also include your Return Authorization, your return details and the terms and conditions of your return.

Where do I return my order to?

When you receive your Return Authorization it will also include the return address. The return address is, at our sole discretion, either our address in Australia or the address that the order was originally shipped from.

Can I return my order in store?

We are an online business only and all returns must be shipped back either by post or other carrier of the Buyer’s choice.

When will I be refunded for my return?

Once we received your return, we will process it within 3 business days. If it was an Authorized Return and it meets the terms of your Return Authorization, a refund will then be applied back into your credit card or your other original payment method. Refunds can only be issued after your return has been received and processed by our warehouse to ensure and to verify that your return meets the terms of your Return Authorization. We will inform you once we receive and process your return.

What if my order is returned to sender?

If your order is returned to sender, we will inform you once we have received and processed the return. A refund will be applied within 3 business days back into your credit card or your other original payment method. A 20% re-stocking fee is deducted from refunds of orders that are returned to sender because of Customs, incorrect address provided, unsuccessful delivery after delivery attempt, refused delivery, or any other delivery issue at the receiver’s end. The original shipping charge is also not refundable.

Any other questions?

If your question was not listed here please contact us via the “Contact” tab on this website. We will reply as soon as possible and usually within 24 hours.