Contact Us

How long will you reply my email?

We will response any email in 24 hours (unless it is weekend and Holiday). If you have any question, please contact us through eBay.

Do you send email to non eBay registered email address or my eBay message box?

According to eBay updated policy, we'll leave message to your eBay Message box directly.

I write you many emails. Why do I not receive your reply?

We respond every email within 24 hours during business days. If you do not receive response from us, please double check it with your eBay message box.

Do you have telephone support?

In order to keep the lowest sales cost, most questions are answered by email therefore we could pass the savings on telephone and labor to our customer! After winning the item, we will send a "Winner Bidder" email to customer and provide a contact phone number to the winner.

Product Questions

How can you guarantee your products quality?

We focuses solely on offering top quality products, confidently and proudly standing behind each sale we make to our valuable customers.
In order to ensure the highest possible quality, we only choose qualified manufacturer of industry leader or reputable supplier. Meantime, we have a completed quality control team to monitor the role material and the full production phase. Most importantly, our quality control specialist physically visit our supplier, discuss possible problem, inspect and hand pick the best product to our customer.

Where can I find more product technical information?

We tried to list all the technical specifications we have from supplier or manufacture in the listing to help you make your purchase decision. Although our technical team is keen followers of electronics, IT & consumer goods, we don't always have the expertise to answer the very detailed and technical questions. If we have the information you require, we will respond as soon as possible. If not, we often suggest to our bidders that they do a bit of their own research on the internet. There are websites that provide a lot of technical information on a wide range of product, which can assist in your purchase decision.

Do you provide installation or maintain service?

Sorry, we do not provide installation or maintain service. Most products installation can be done by any competent operator. For more comprehensive installation or maintenance, you can take your products to you local specialist. We can not take any responsibility for any money problem or installation warranty problem between the buyer and installer.

Can I do it myself?

We can provide the wiring diagram and the menu we have. The buyer can DIY by themselves. However, the buyer should take all the responsibility for any damage for your product during the installation. The warranty is not covered the physical damage because of the installation.

Payment

Where can I get payment instruction?

Our customer service will send the winning bidder a payment instruction via email within 24 hours after your wining the item. If it has been 24 hours and you have not received your email, please feel free to contact us.

How can I pay my order?

To make a payment, please use the secure eBay checkout firstly. It is essential that customer must check out to choose your payment type. Otherwise, your order would be delayed or canceled. Bank Transfer or Deposit payment information will be given while you check out.

What payment method you accept?

1. Internet Banking / Direct Bank Deposit After you win the item, we will send a winning bidder email with the payment information to your email address registered with eBay.
2. PayPal Our Paypal account is outdoor.au@gmail.com. Please check out through eBay and follow the instruction to pay by Paypal.  You also could log in from www.paypal.com.au to pay us directly.  After paid, please email us to confirm your shipping details.
3. Credit Card via Paypal
4. We do not accept COD/Personal Cheque/Company Cheque/Cash.

How can I pay by Internet Banking Transfer?

1. We will provide detailed bank payment instruction or information after you win the item.
2. Please pay the correct amount which includes the item price plus the shipping cost.
3. Please use your item number (preferred) or your "eBay user name" as the reference if possible.
4. For "Buy it now" item. Buyer must use your "eBay user name" as reference.
5. In the event that you were unable to or forgotten to include any message or reference, please contact us immediately through eBay directly.

What message I should leave to you when I pay by Direct Bank Deposit?

1. We will provide detail bank payment instruction or information after you win the item.
2. Please be very careful when you use this payment method. Please ensure you leave eBay item number or your user ID as payment reference, otherwise we are unable to confirm the payment which doesn't have any reference.
3. For "Buy it now" item. Buyer must use your "eBay user name" as reference.
4. In the event that you were unable to or forgotten to include any message or reference, please email us immediately.
5. After you deposit the payment please e-mail us immediately include the payment details with reference.
6. When you deposit the money in a Commonwealth branch, Please find out BSB number of the branch. Please also advise us the BSB number or the branch location where you deposited the money by email.

P.S. : The "Branch BSB number(XXX-XXX):" is the branch which you deposit the money to me. Not my BSB number. Remember!!! Attention: Please do not deposit at the post office. We can not confirm any payment deposit from post office.

How can I pay Paypal?

You need to check out via eBay and then choose Paypal as payment method. After then you will log in www.paypal.com.au and pay the total amount.

What is Paypal eCheque?

An eCheque is an electronic funds transfer that withdraws money directly from your bank account. It's just like writing a cheque, only it is done electronically. When you send money with an eCheque, usually the transaction will be held by Paypal as pending for 5 working days, until the electronic funds transfer has cleared your bank.

I have paid by Paypal eCheque. Why is my eCheque pending? How long will I wait for the pending eCheque?

When eCheque is pending, it means this eChqeue hasn't cleared. When you send money with an eCheque, usually the transaction will be held by Paypal as pending for 5 working days, until the electronic funds transfer has cleared your bank. There are various other reasons that make your eCheque pending even longer time. Please go to Paypal Help Center or contact Paypal Service Center to find more information. Help Center : 1800 073 263.
The found is beyond our control when it is in pending status. We could only arrange the delivery after the payment clear.

Do you accept Credit Card?

We accept Credit Card only via Paypal, but not over the phone.

How long I have to pay for the order?

All items must be paid within 5 days from the end of the auction. We will not guarantee order available for late payment.
If you require an extension or are waiting for other items to end please email us and in most circumstances we are able to accommodate your request.

Do you accept Cheque payment?

We do not accept personal or company cheque. Personal checks will be held for 10 business days to ensure bank verification of funds before being delivered, which will cause delay of shipment.

Do you charge Tax or any fee for my order?

1. Australia Customer: GST tax is included in sales price.
2. International Customer: We do not charge any tax or fee to customer buyer. However, your country may charges tax and duty when the package enters in. It is buyer's responsibility to pay duty, tax, and brokerage fee to your government.

Do you give discount for combined shipment?

1. We can not offer any discount for Auction Items.
2. If you purchase more than one Buyitnow item and pay at same time, we can offer 5% off discount on the shipping and handling fee for the Buyitnow items.
3. If your item is too large or too heavy to combine ship, we are unable to offer a discount.
4. If your items were unable deliver at the same time, we are unable to offer a discount.
5. Items must be purchased under the same User ID and ship to same address to take advantage of the shipping and handling fee discount.

Shipping

What's the Shipping and Handling Fee for this item? How can I get the correct Shipping and Handling Fee?

Please refer to the listing page you ordered.---Now we charge fixed shipping cost for almost all our items.---If you find there is no fixed shipping fee listed on webpage, the shipping fee is calculated by the Delivery Calculator which is on the Shipping Section of our eBay auction page. Simply enter your post code into the Delivery Calculator, then click 'Check', and then you can get the shipping fee for your location.

When I try to pay my item, the shipping cost is not correct. How can I fix it?

When you checkout, if you find the shipping rate is not same with the one from Shipping Rate Calculator, please contact us through eBay immediately. Please tell us your physical shipping address, postal code and phone number, our customer service will fix the problem for you manually. After the shipping cost fixed, you can re-login and pay your order.

Can you delivery my order to PO Box?

We ONLY deliver to verified physical addresses. We do not deliver to PO Box.

Can you send my item to a different address?

The item will be sent to the address you indicated when you check out. If you want your item sent to a different address after you complete checkout, you need to inform us before the item is shipped. It is very difficult to change address after the item is shipped out.

I have paid. When will you ship my order?

All shipments will be made within 48 hours from the day that payment is verified and cleared. No weekend, holiday or after hours delivery available.

I just paid my order. Can you ship my item tomorrow?

We do not accept any rush orders that require shipment less than 48 hours. No weekend, holiday or after hours delivery available. We understand you want to have your order as soon as possible, but because your order will be processed by our order department, warehouse and courier, it will need time to complete in 2 days.

Why do you require my telephone number for delivery?

Courier company request Customers' telephone number as mandatory for delivery. Courier will contact you if you are not available to receive the delivery or when the driver can not find the address. The courier also needs to contact buyer if shipping damage or shipping lost occurs.

What courier do you use to deliver my item?

We are using TNT (www.tnt.com.au) and Fastway (www.fastway.com.au) to ship our items.

Where is my item? Can I track it?

Our system will email a Tracking Number to buyer's email (registered with eBay) within 24 hours after the item is delivered. Delivery times vary dependent upon shipping destination. Please go to the courier website (www.tnt.com.au or www.fastway.com.au) to track the shipping status at anytime once you receive the tracking number.
If you did not receive your item within 7 business days after receive our payment confirmation email, please contact us immediately. We will be unable to trace it if you contact us too late.

Do I need to sign for my item on delivery?

Yes, all items require signature upon delivery.

I am not at home while the driver delivers my item. Will they redeliver my item?

If you are not at home when delivery, driver will leave a notice card to inform the second delivery time. Re-delivery will be made only once. After then, your item will be returned back to our warehouse.
You also can go to the local depot to pick up your package. Please call your local depot before go to pick up in case your item has been returned. You need to bring your ID when collecting your item from the local depot.

What if my item arrives damaged?

When you receive your item, please check your item careful. If the package appears damaged, please write "Package Damaged" when you sign for delivery. After receive the package, please email us immediately. We will contact the courier for the damage claim.
Please DO NOT throws away boxes or packing materials, otherwise your claim will not be honored by the shipping company.
We are not directly liable for any loss, theft, or damages during delivery. We will send parts or replacement.

Does the Shipping & Handling fee includes shipping insurance?

Shipping and Handling fee does not contain insurance.
We highly recommend buyer for peace of mind to purchase insurance to cover any loss or damage that may be incurred. We are not liable for any loss, theft, or damage to any goods during delivery if no insurance is taken out on the item.

Can I go to your warehouse to pick up my item?

Yes, we provide pick up service, but we have two warehouses, and different items are located at different warehouse, so please double check the item's location before bid. After your payment is received and cleared, we will send you an email notification about the pick up details and pick up invoice. Please bring this pick up invoice and your ID at the appointment time.
Our warehouse need time to prepare your order. It is very important please call our warehouse 24 hours in advance before you go to pick up to make sure your order is ready.

What is your pick up time and location?

We have two warehouses, please check the item location for pick up.
Brisbane warehouse pick up location is Sunnybank Hills, QLD 4109, and work hours for pick up of our warehouse are 7:00am – 4:00pm Monday to Friday except holiday. No lunch time pick up.
Melbourne warehouse pick up location is Cheltenham, VIC 3192 work hours for pick up of our warehouse are 12:01pm-4:00pm, Monday to Thursday except holiday.

Can I pay cash for pick up?

Sorry, warehouse is unable to receive any type of payment.

I won an item. Why was I told the item is out of stock?

We check our inventory every day. Out of stock item are quickly removed from our sales system. In some very rare situation, it is possible the sales system updates get behind of inventory change. When out of stock happen, we will email you immediately to discuss the solution.

Return and Warranty

What is your return and refund policy?

• If the item is received defective, please contact us within 7 days from receipt of the item. We will send a replacement and pay the return shipping cost. If we could not find a suitable replacement, a refund will be issued.
• If an item was returned after the 7 day return period, postage will be at the buyer's expense.
• If returning non-defective items, the buyer has to pay the shipping and handling fee and 20% restocking fee.
• If the listing price is free shipping, we will deduct the actual shipping fee from total refund amount.
• Please contact us before return anything. We will send a confirmation email to the buyer for the return.
• If buyer sends back the item by C.O.D. service, item will NOT be accepted.

Do you have warranty for your products?

Warranty terms will state on our product description. If the listing does not contain any warranty information then we will provide 90-days warranty.
Please be aware all accessories and bonus gift are not covered by warranty. e.g Battery , earphone, cable, carry bag, etc.

What conditions does the warranty not cover?

The warranty is not available for product damage caused by reason other than manufacturer's defects, for example, damage during delivery, misuse, improper installation, faulty operation, wear and tear, damage to accessories or when product has been modified, repaired other than by us.

Can I transfer the warranty to my friends?

Warranty is not transferable. Any warranty claims must come directly from the original buyer.

Does warranty cover replacement?

The warranty applies only to the original product and is not extended for replacements.

How can I provide proof of defect of the products?

Please send email from your registered eBay email. A detailed description and digital picture of the defective product will act as your proof of damage. Your email and pictures will help us to claim from manufacture.

Feedback

Will you leave Positive Feedback to me?

Yes, once we receive buyer's payment, we will leave positive feedback to buyer immediately. We suggest our buyer leave positive feedback after the item received.
We hope that you are happy with our product and service and in turn reward us with a five star rating.
Your positive feedback will allow us to continue to offer the best products and service at the unbeatable prices.

Does Negative/ Neutral Feedback help to resolve the problem quickly?

No. Negative or neutral feedback could not solve any problem. We trade negative or neutral feedback as the end of the willing for any further assistant.
We will guarantee to solve any problem for you, however if you feel anything unsatisfied, please feel free to contact our customer service through eBay before leaving neutral or negative feedback on the eBay