Frequently Asked Questions

General
Questions
Are you an Australian business?

We are 100% Australian owned & operated since 2007. You can tell if a business is Australian from a number of factors:

  • Only Australian businesses will have an ABN which we have and provide.
  • Only Australian businesses are allowed to use the “,au” on the end of their website address.
  • Our preferred shipping courier is Australia Post.
Do you have a store front?

We do not have a store front anymore as the overheads for maintaining a store front was becoming too high. We now only operate online with the option of drop off or pickup for eligible products & services.

Is it safe to shop on your website?

We have taken every precaution to ensure that your shopping experience on our website is easy, safe & secure. If you are still worried please contact us so that we can explain all the security measures used to protect our customers.

    What is the currency used on your website?

    All prices on our website is in Australian Dollars (AUD). They also include GST already, whereas a lot of other websites exclude GST to make their prices seem cheaper at first.

    How long is the warranty?

    All products have a 6 months warranty from the date of purchase, unless otherwise specified on each individual product page. Services have no warranty and a service fee will apply each time.

    My item doesn't look like the picutre on your website?

    All photos of our products on our website is only for illustration purposes, the product may/may not look the same when it arrives.

    Privacy

    Is my personal information safe?

    All your personal information that you provide is encrypted and will only be used to:

    • Ship out your order.
    • Contact you about your order if we need to.
    • Email you newsletters and/or coupons (only if you opt in)

    All your information will NEVER be used for any purpose other than the ones stated above.

    I still don't feel safe, what can I do?

    If for whatever reason you still feel unsafe you can always checkout as a guest on our website, that way none of your information is stored. If you have already created an account you can request for your account to be deleted, then when you want to purchase from us again you simply have to open a new account. Feel free to contact us so that we can explain to you all the security measures we have in place to keep your information safe.

    Payment

    What payments do you accept?

    There are a number of payment methods available all of which are encrypted and secure:

    • Visa, Mastercard & American Express (payment gateway through Stripe)
    • Direct bank transfer (online netbank transfer)
    • Cash on pickup (location in Doncaster East VIC by appointment only)
    Is it safe to use my credit card?

    Our website is 100% secure with state of the art SSL encryption, it is as safe as your bank’s website. Furthermore your credit card information is not processed or stored on our servers, it is processed through stripes highly secure payment gateway, so you can rest assured that your credit card information is safe.

    How long does it take for my payment to go through?

    If you pay for your order using a credit card then your payment is processed immediately and you will receive an email letting you know that the payment has been processed.

    If you choose direct bank transfer it may take up to 3 working days for the money to appear in our accounts, when that happens we will clear your order and ship it out.

    Shipping

    Where do you ship?

    We ship our products world wide. When you go through the checkout and it doesn’t offer you any shipping options please contact us so that we can add your country to the shipping list.

    How will my order be shipped?

    For all orders within Australia we primarily use Australia Post to ship all orders. Occassionally we will use other courier companies if their shipping fees are cheaper.

    For all International orders going out of Australia we will use DHL Express or DHL eCommerce.

    How long will it take for my order to arrive?

    This is a general guideline on delivery timeframes:

    Australia Post

    Regular/Registered up to 6 days (excluding weekends & holidays)
    Express * ^ up to 3 days (excluding weekends & holidays)

    * Express eParcel does NOT have guaranteed next day delivery
    ^ Express Satchel does have guaranteed next day delivery if you are within the Australia Post next day delivery network. To check if your postcode is within the network please visit Next Day Delivery Network

    DHL

    DHL Express up to 3 working days 
    DHL eCommerce up to 28 working days
    What if I don't receive my Express Satchel the next business day?

    You are entited to get a refund on the fee you paid for Express Satchel next day delivery if all the following conditions are met:

    • You placed your order before the daily cutoff time of 3pm Monday – Friday.
    • You paid using credit card and we have received your payment.
    • You selected Express Satchel as the shipping method.
    • Your postcode is within the Australia Post next day delivery network.
    • If all the above conditions are met please contact us so we can make a claim against Australia Post.
    • As soon as Australia Post refunds us the postage we will forward the refund to you, this can sometimes take a few days after we first lodge a complaint please be paitent.
    I don't want my order to be shipped out, can I pick it up?

    You can definitely pickup your order instead of having it shipped out. When you place your order on our website make sure you select pickup under shipping methods. You would then need to contact us on +613 8833 7277 to arrange a time to pickup your order at our pickup/dropoff location in Doncaster East 3109.

    Is shipping insurance (transit cover) available?

    Insurance for your order when it is shipped out is called Transit Cover and the table below shows how much each shipping method covers:

    SHIPPING METHOD TRANSIT COVER AMOUNT
    Regular Letter $0.00
    Registered Letter up to $100
    Registered eParcel Full amount of order
    Registered Satchel $0.00
    Express eParcel Full amount of order
    Express Satchel $0.00
    DHL Express $10 AUD
    DHL eCommerce $0.00

    Please note that by choosing a shipping method that does not have transit cover or not enough transit cover to fully cover the cost of your order, you will lose the difference in the event that your order gets lost or damaged. OzModChips will not be responsible for the difference. (An example would be if your order was $120 but you choose to use Registered Letter which only covers a maximum of $100, and in the event that your parcel/letter gets lost or damaged we would only be able to help you claim back $100 maximum from Australia Post, meaning you lost $20)

    DHL Express and DHL eCommerce has variable insurance, meaning if you wish for higher insurance value please let us know when you place the order as we will have to increase the shipping cost respectively.

    Can I track my order?

    Tracking is available for certain shipping methods as follows:

    SHIPPING METHOD TRACKING
    Regular Letter No
    Registered Leter Yes
    Registered eParcel Yes
    Registered Satchel Yes
    Express eParcel Yes
    Express Satchel Yes
    DHL Express Yes
    DHL eCommerce Yes

    You can track your order on the Australia Post tracking webpage or the DHL Express tracking webpage or the DHL eCommerce tracking webpage.

    Please note that Regular Letters do not have any tracking information at all and there is no way to track or find the letter if it goes missing. USE THIS METHOD AT YOUR OWN RISK!!!

    Lost Or
    Damages
    Why haven't I received my order yet?

    There are a number of reasons why you may not have received your order yet, these include the following:

    • The delivery timeframe has not past since your order was dispatched. Please check the the delivery timeframe in our FAQs->Shipping->How long will it take for my order to arrive? (The day after we email you to let you know your order is dispatched is the first working day)
    • We have not received payment for your order or your payment got declined which means that it hasn’t been dispatched yet.
    • You have ordered a service (not a product) which means we are waiting for you to send your product to us for us to perform the service before we send it back.
    • The shipping address that you entered for your order may be incorrect, please contact us to check. If the address is incorrect then the parcel/letter will be returned to us but it may take up to 2 weeks before it comes back. When it does we will contact you to arrange for redelivery to the correct address but you will need to pay for the reposting. (We CAN NOT send out a replacement without getting the original order back. You can make a 2nd order and we can ship it out to the correct address, then when the 1st order comes back we can refund you the order minus the postage)
    • The courier company (Australia Post or DHL) has lost the parcel/letter. Please contact us immediately so that we can chase it up for you. Make sure that the delivery timeframe has passed before you contact us, if you chose regular post there is no way to track your letter. (With most courier companies they require an additional 2-4 working days after the end of the delivery timeframe before they will start an investigation.)
    My order is missing what now?

    After contacting us and after the additional 2-4 working days have past at the end of the delivery timeframe we will contact the courier company and begin an investigation. The steps of the investigation is as follows:

    1. The courier company will attempt to find the missing parcel/letter, this can take 6-10 working day. (We CAN NOT send out a replacement until the investigation is finished).
    2. If the parcel/letter is found they will forward it onto the address.
    3. If the parcel/letter is not found, it will be deemed lost and any compensation will be refunded within 2-3 working days. If no transit cover was purchased then you will not be able to claim any refund and it is not OzModChips’ responsibility to reimburse you for the lost.
    What if the parcel/letter looks damaged?

    When you receive the parcel/letter and it looks damaged you can refuse to sign/accept it from the courier. The policy for courier companies is if you sign/accept the parcel/letter you are happy with the condition that it arrived in. Any damages to the parcel/letter later could have been caused by you and not them. 

    So when receiving the parcel/letter make sure there are no damages before you sign/accept it. If there is damage then take photos of the parcel/letter and refuse to sign/accept it. Then contact us with your order number, attached photos and give us a breif description of what happened so that we can start a claim with the courier company to get the transit cover refunded. (If the shipping method has transit cover attached). We CAN NOT send out replacements until the matter is settled.

    Please note that if no transit cover was purchased then you will not be able to claim any refund and it is not OzModChips’ responsibility to reimburse you for the damages.

    I accepted the parcel/letter already but the product is damaged, what now?

    Follow these steps if you have already signed/accepted the parcel/letter but found out later that the product(s) is/are damaged:

    1. Make sure you keep eveyrthing that came with the parcel/letter including any packing materials.
    2. Lay everything out on the floor and take photos of everything including close ups of the damage.
    3. Contact us with your order number, attached photos and give us a breif description of what happened.
    4. We will contact the courier company and process a claim to have the transit cover refunded. (If the shipping method has transit cover attached)

    We ask for your patience while we attempt to claim the transit cover from the courier company. We CAN NOT send out replacements until the matter is settled.

    Please note that if no transit cover was purchased then you will not be able to claim any refund and it is not OzModChips’ responsibility to reimburse you for the damages.

    Returns, Exchanges Or
    Refunds

    Can I cancel my order?

    We ship orders on a daily basis and if your payment has been received before 3pm (excluding weekends & holidays) then your order will be shipped out on that day. If you wish to cancel your order CALL US IMMEDIATELY with your order number.

    If your order has already shipped out then we can only give you a refund once we receive the order back in our hands in the same condition as when it left.

    Can I get an exchange?

    We will only offer an exchange once ALL the following conditions are met:

    • Contact us first with your order number.
    • The product(s) are returned in their original condition and have not been used.
    • You are responsible for the return postage charges.
    • The product(s) must arrive back to us no exception. If the parcel/letter gets lost or damaged on the way back we will not offer you an exchange.

    The exchange value will be the value of the product(s). None of the postage fees will be added to the exchange value.

    Please note that reasons such as:

    • The product(s) is too hard to use.
    • The product(s) is no as I expected.
    • The product(s) is…etc etc

    will NOT be accepted, plus it conflicts with the NOT BEEN USED clause.

    Can I get a refund?

    We will only offer a refund once ALL the following conditions are met:

    • Contact us first with your order number.
    • The product(s) are returned in their original condition and have not been used.
    • You are responsible for the return postage charges.
    • The product(s) must arrive back to us no exception. If the parcel/letter gets lost or damaged on the way back we will not offer you a refund.

    The refund value will be the value of the product(s). None of the postage fees will be added to the refund value.

    Please note that reasons such as:

    • The product(s) is too hard to use.
    • The product(s) is no as I expected.
    • The product(s) is…etc etc

    will NOT be accepted, plus it conflicts with the NOT BEEN USED clause.

    What if my order is Dead On Arrival (DOA)/faulty?

    This very rarely happens but if you find that your order is DOA then please do the following:

    • Contact us first with your order number.
    • The product(s) are returned in their original condition.
    • You are responsible for the return postage charges.
    • The product(s) must arrive back to us no exception. If the parcel/letter gets lost or damaged on the way back we will not offer you an exchange.

    Once our technicians have examined the product(s) and determined that it is DOA we will contact you to offer you an replacement, exchange or refund. None of the postage fees will be added to the value.

    Why do I have to pay for return postage when the product is faulty?

    An online store is just like any other bricks & mortar store. The postage that you pay is the same as the petrol that you pay for your car or public transport fee to get to the store.

    When you purchase a product from our store, the postage fee is the same as the petrol you pay to get to and back from a bricks & mortar store.

    If the product you bought from a bricks & mortar store was faulty when you got home, you would need to drive back to the store therefore the petrol you use would be the same as the return postage fee.

    We cannot pay for the return postage because you would not be able to get a bricks & mortar store to give you money for the petrol that you used to bring the faulty product back, same concept applies in this case.

    Still need help? Send us your questions!

    Email us at contact@ozmodchips.com.au

    or call us on +613 8833 7277

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