CALL US 03 9336 0580       ADDRESS:  Unit 6/ 37-39 Slater Parade, Keilor East, Vic, 3033

SHIPPING & RETURNS

Q) How much does Delivery Cost?

A) Delivery costs vary according to the size/weight and your location. Many of our items can be ship at Australian Post national wide flat rate, except liquid items. No additional fee is incurred in handling and processing.. The delivery fee will be specified within each of our auctions.

Q) Can I get a discount on My Delivery fees for multiple Purchases?

A) Our products are shipped from many different fulfilment centres based on stock availability & an order may be split into several shipments. As such a separate delivery fee is applied per product and we are unable to offer delivery discounts.

Q) Where do you deliver to?

A) We are able to ship to any address within mainland Australia (including Tasmania). Unfortunately we are unable to ship to the following Australian external Territories: Norfolk Island, Christmas Island, The Cocos Island and Australian Antarctic Territories.

Q) Do you ship Internationally

A) Unfortunately we are unable to offer international shipping but are happy to deliver to your freight forwarder. N.B Any additional costs and documents are the responsibility of the buyer.

Q) Are you able to delivery to Post Boxes?

A) PO Box delivery is only available on small products. Post Offices are unable to receive delivery of “bulky” goods due to their limited space & the type of vehicles we use to deliver these products. Bulky goods are defined as any item over 10kg in weight or cube (1m³ = 250kg). Bulky products include but are not restricted to TVs, home theatres & iMacs & some printers.

Q) What Delivery Options do you have?

A) Delivery is a standardised service and we are unable to offer options such as after-hours service or choice of delivery windows.

Q) Which Logistics Provider do you use?

A) We has chosen to partner with Australian Post, Courier Please and Termando to fulfil all our online orders. N.B Customers in rural areas may be serviced by a local courier.

Q) Can I collect My Order at the Store?

A) Yes, you can come to our store to pick up and pay for the items. Please email or phone priority to your arrival so we can prepare the item ready for your pick up.

Q) When will my order be Shipped?

A) Orders will generally ship within one or two business days after the payment has been received.

Q) How will I know when My Order has been shipped?

A) You will receive a notification and shipping email when your order has been shipped.

Q) How do I track My Order?

A) The shipping notification email will contain a tracking number, which you can click on to track the delivery of your order. If you have provided a mobile number our logistics provider may also send you tracking updates.

Q) How long will Delivery Take?

Delivery timeframes differ based on the size of the product and the destination. Below is an indication or expected delivery timeframes once an order is dispatched:

·  Metro Areas: 3 – 5 Business Days

·  Regional Areas: 3 – 8 Business Days

Q) Can you leave My Order on the doorstep or In the mailbox?

A) Due to the type of goods we offer; for your security orders cannot be left unattended and must be signed for. As such we recommend all deliveries be shipped to a location that is attended during business hours, whether that is a home, work or other address to minimize any redelivery delays.

Q)  What happens if I miss my delivery?

A) Don’t worry! If no one is available to sign for any parcel a card will be left and the parcel re-directed.

·  For small parcels: The driver will leave a calling card with details of the local post office where you can go to collect your order

·  For “bulky” items: The driver will leave a calling card with details of the local depot. You will then be able to arrange redelivery of the order.

Q) Can I change My Delivery address?

Due to our processing speed it may not be possible to change delivery addresses. If the order has shipped we will endeavour to redirect upon request but cannot guarantee it. Please contact our customer service team for further assistance.  

Q) Can I cancel My Order

We will endeavour to cancel orders upon request. This may not be possible due to the speed of order processing or if the request is made outside customer service operating hours or within peak sales periods. N.B an order cannot be cancelled once dispatched. Please email our customer service team for further assistance.  

Q) What do I do if I’ve received an incorrect, damaged or faulty item in my order?

If you have a problem with any item in your order, we would like to resolve this as quickly as we can. Hydromax has a customer service team dedicated to eBay customers. Please contact us via the eBay “contact seller” link in our auctions and emails.

Our in store staff are unable to assist with eBay orders without prior direction from the eBay team.

N.B Please do not simply return the item as we may not refund your chosen courier option.

Q) Help! I am missing part of my Order

A) If you ordered multiple items they may not all be dispatched together & you may receive separate deliveries. If the remaining parts of your order do not arrive in the advertised timeframe please contact our customer service team for further assistance.  

Q) Help! There was no tax invoice in the box?

A) A tax invoice will be emailed to your nominated account once the item(s) is despatched. If you cannot locate the email please check your spam/junk folders. 

Q) What could cause order delays?

A) An order may be delayed due to one of the following reasons:

·  Entry of an incorrect or incomplete address during checkout. To ensure our carriers can validate your address and deliver your order in a timely manner:

o Avoid using special non-English characters.

o Enter address details only and do not include personal messages or delivery instructions

o If you have selected a non residential address to have your order delivered to please include all relevant information such eg. 

·  Selecting a PO Box for delivery of a “Bulky” product. As we cannot delivery “Bulky” products to PO Boxes shipping will be held until an alternate address is provided.

·  The delivery address had no-one to sign for the parcel.

·  Occasionally if a particular product is in high demand we may need to supply product from outside of our standard delivery network. This can cause delays in dispatch if orders are directed to regional locations etc.

·  National and Regional Public Holidays will impact delivery timeframes.

·  Delivery timeframes can be impacted by environmental conditions such as the wet season in NT and Far North QLD.