FAQs
Shipping & Delivery

 

Back to TopQ1. When will you ship out my order?

Your order will be dispatched within 1 working day after we have confirmed your payment. You will be notified via an email with order tracking information.

Back to TopQ2. Which courier do you use?

We use Australia Post eParcel / Regular Mail, Post Express.

Back to TopQ3. Where can I track and view my recent orders?

Please log into your account, the history of recent orders will be shown in "My Account". If your goods have been dispatched with eParcel, just click on the following link eParcel: www.eparcel.com.au, please make sure you have your tracking number ready.

Back to TopQ4. Why do I receive a different item with what I have ordered?

Please contact us with your order number. We will resolve this mistake as soon as possible.

Back to TopQ5. What should I do if my item arrived with missing parts?

Please contact us with your order number. We will resolve this mistake as soon as possible.

Back to TopQ6. Are parcels covered by transit insurance?

All delivery shipments are fully insured.

Back to TopQ7. Do you deliver to anywhere within Australia?

eParcel deliver Australia wide including residential, business and PO BOX addresses. But there are a small number of areas that they will not be able to deliver, such as Norfolk, Christmas Island and Cocos Island.

TIG Freight Management Logistics delivers to all major areas in Australia including residential and business addresses.

Alternatively, you may simply input your postcode in the "Your Postcode" box of each product listing to enquire about deliverable locations. If the postcode is an area that the courier is able to deliver, it will automatically display the postage fee. If "Wrong postcode" is displayed, it means either you have input an invalid postcode or that area is not a deliverable location.

Back to TopQ8. Do you ship internationally?

Currently we are unable to make shipments to locations beyond Australia . However, our marketing department is considering the potential of expanding globally. We shall keep you informed via our weekly Newsletter to keep you updated. Subscribe to our Newsletter now.

Back to TopQ9. Do you provide combine shipping service?

Yes we provide combine shipping for most of our Product. If you purchase more than one item and do not satisfy with the postage we charge, please send the combined postage request before check out. We will reply you within 24hrs.

Back to TopQ10. Can you ship my item by express post?

eParcel is Australia Post's Internet enabled freight system, which is our default delivery carrier. We do not provide this service to all of our items at this moment. You'd better schedule your postage by checking the postage time table at Q17 or enquire about the possibility of express post via General Enquire.

Back to TopQ11. Can I or my own courier pick up my order from your warehouse?

We are unable to offer a pickup because we ensure that you receive your goods as soon as possible by limiting its delivery mechanisms. Offering a pick up service would complicate our logistics process and delay delivery time for all customers.

Back to TopQ12. What happens if I am not at home when the courier delivers my orders?

eParcel: If no body is at the delivery address to receive the parcel , a card will be left advising that the parcel can be collected from the nearest post office.

AAE: If no body is at the delivery address to receive the parcel , a card will be left advising that the parcel can be collected from the nearest post office or depot.

If your package is delivered by TIG Freight Management Logistics, arrangement would be made in advance to ensure that your package can be delivered at a time convenient to you. If you not be at home at the agreed time, a redelivery fee may apply.

Back to TopQ13. What happens if I do not receive my order in the estimated delivery date?

The estimated delivery date is counted from the day we dispatch your items, we suggest you visit "Where can I track my order?" first, or you can contact us and we will resolve this matter as soon as possible.

Back to TopQ14. Can you ship my order to my PO BOX address?

We can ship your order to your PO BOX address via eParcel only. You can find the details in "Shipping info" section of each product page.

Back to TopQ15. How do I change the shipping address?

To change the shipping address, please log into your account and click on "My Address", then click on "Edit" (which is beside the "default address") and fill out the detailed address information as requested. Click the "Save Change" button to finish.

Back to TopQ16. Why am I unable to receive any discounts when purchasing two or more products that are eligible for combined shipping?

We have 2 exceptions to the combine shipping system:

a) Due to minimum charges set by courier companies, there may be no additional shipping discount for individual items weighing less than 0.5kg.

b) Items shipped via regular mail can only be combined with multiple of the exact same product to receive a combined shipping discount.

Back to TopQ17. Can my order be delivered on a particular day or time?

Unfortunately we're not able to offer this service. (Believe us, we would if we could.) So it is better to schedule the order time and contact our Customer Service representative before you purchase, if you need the item(s) on particular day or time. For more details, please check the expected delivery times provided by Australia Post eParcel.

Shipping to Applicable Postcodes Delivery Standard
(Business Days)
Sydney 1000-2249;2555-2574;2740-2786 1-3
Canberra 0200-0299;2600-2620;2900-2920 1-3
Newcastle 2282-2310 2-4
Wollongong 2500-2506;2515-2530 2-4
Gosford 2250-2263 2-4
NSW Country 264-2281;2311-2499;2507-2514;
2531-2554;2575- 2599;2631-2739;
2787-2899
3-5
Melbourne 3000-3210;3335-3341;3425-3443;
3750-3811;3910- 3920;3926-3944;
3972-3978;3980-3983;8000-8999
2-4
Geelong + Ballarat 3214-3220;3350;3353-3356 2-4
Victoria Country 3211-3213;3221-3334;3342-3349;
3351-3352;3357- 3424;3444-3749;
3812-3909;3921-3925;3945- 3971;
3979;3984-3999
3-5
Brisbane 4000-4209;4500-4549;4999;9000-9799 3-5
Gold Coast 4210-4229 4-6
Sunshine Coast 4550-4575 4-6
Ipswich 4300-4307 4-6
QLD Country Near 4230-4299;4308-4499;4576-4689 4-6
QLD Country Far 4690-4899 5-9
Adelaide 5000-5199;5800-5999 2-4
SA  Country 5200-5749 3-5
Perth 6000-6205;6800-6999 4-6
WA Country Near 6206-6699 5-7
WA Country Far 6700-6799 10-14
Tasmania 7000-7099;7100-7500,7151 4-6
Northern Territory 0800-0834;0835-0899 5-9