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Frequent Asked Questions (F.A.Q)

Please choose the related category on the right. Most of the time, you can find the answer of your questions here.  Please email us if you still can not find the solution here.

 

Shipment

Insurance

Our S&H fee covers the insurance if the destination is within Australia. Please allow three to four weeks time for Au Post to investigate the missing item before they allow us to claim the insurance.

For overseas customer, we highly recommend our customer to purchase insurance for the item and we are NOT responsible for the lost or damage of the item during the delivery. We can only lodge a complain to Australia Post Customer Service. But it will take up to four weeks before we can hear from them. The Australia Post only can trace parcel if it is still in Australia soil and it is not their responsibility after the parcel leave Australia. There is only a limited number of things we can do in the case of lost or damaged items by Australia Post.

Delivery time

We will usually ship item out within 5 working days after payment confirmation. You will receive a email from us to inform your item has been shipped out. Please allow up to 15 working days from the date of shipment before contacting us on missing orders. In some of the cases, the delivery time may take longer due to situation which is beyond of our control, such as late shipment from our supplier, Australia custom clear time, or any other factors. Customer will be informed in this case and given the option of full refund if prefer not to wait.

Pick up or cash on delivery

We have contract with Australia Post, items will be shipped through Australia Post service. Some of the items will be shipped by our suppliers directly. Strictly NO PICK UP or COD service is provided.

Combined Shipment

We allow our customer to combine maximum of five items as one combined shipment.

Combined shipment fee calculation

We allow our customer to combine maximum of five items as one combined shipment. Item with highest S&H fee will be charged for full amount, all other items will be charged at 50% of the original S&H fee. For example, if you won 3 items, S&H fees are $20.00, $19.00 and $14.00 accordingly, the total combined shipment fee will be $36.50 ($20.00 + $9.50 + $7.00). Please work out the combined S&H fee yourself, since we receive overwhelming of emails each day and can not work out the combined S&H fee for each customer. Calculate the combined Shipping & Handling cost

Foreign currency exchange

Please use www.xe.com to convert the different currencies if needed.