FAQ

Frequently Asked Questions

If you have any questions about your order or need assistance with anything else, you can reach out to us in the following ways:

Our customer service hours are as follows:

  • Mondays to Fridays: 10am to 6pm (AEST)
  • Saturdays: 10am to 4pm

In our online store, you have several payment options to choose from, including PayPal, credit cards (Visa or MasterCard), Google Pay, Apple Pay, and bank transfer/prepayment.

Shipping within Australia is managed by AusPost, Sendle, Couriers Please, or Aramex. If your order is valued at $99 or more, there’s no charge for shipping. For orders below $99 within the Australian mainland, there’s a shipping fee of $9.90. If you’re located in Australian islands or countries within Oceania, shipping costs may vary, so please reach out to us for a personalized shipping quote.

The shipping duration can vary depending on where you are and the shipping method you select. Generally, within Australia, standard shipping usually ranges from 2 to 9 business days. Additionally, please allow up to 2 days for order processing. For more accurate delivery times, please check the estimated delivery provided by the shipping carrier during checkout or contact our customer service for specific information about your order.

Yes, we provide EXPRESS shipping options! If you need your order delivered quickly, please contact us for an EXPRESS shipping quote. Usually, the extra cost is minimal. However, it’s important to note that EXPRESS shipping is not the default shipping method; you’ll need to request it specifically.

We offer free standard delivery to all Australian mainland locations. We also provide delivery services to Australian Islands and across Oceania, including New Zealand. If you require delivery outside the Australian mainland, please reach out to us for an international shipping quote. Typically, the additional cost is minimal, but please be aware that international shipping is not our default shipping option.

Once your order has been shipped, you’ll receive an email containing a shipping confirmation with a unique shipment number. You can use this number to track your shipment’s current status. If you haven’t received this email, please don’t hesitate to contact us through one of the provided methods. Our team is ready to assist you!

If you want to cancel your order, please contact our customer service immediately through the provided contact methods. Make sure to have your customer and/or order number handy for reference.

If you want to return your items, please follow these steps within 30 days of receiving your order:

  1. Cancel your order.
  2. After we receive your cancellation request, you will receive a confirmation email.
  3. Carefully and securely package the items you want to return.
  4. Take the package to the nearest post office for return.

OR

Contact us to arrange a pickup. (Please note that pickups are generally available in metropolitan areas, but may not be available in rural areas.) Make sure the unit is securely packaged and in ‘as new’ condition. We will provide a refund.

For a detailed explanation of the procedure and the associated conditions, please refer to our terms and conditions.

If you need spare parts for our products, please contact our customer service team on 1300310066 or email us at service@preserver.au.