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Common queries answered
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Frequently asked Questions

\n \n \nHow long does it take for me to receive my order? \n \nThe delivery time for your order depends on the method you choose during checkout: \n \n1. Untracked Free Delivery: It typically takes between 7 to 10 working days for your order to reach you. \n \n2. Tracked / eParcel or Similar: You can expect to receive your order in 2 to 7 working days when selecting this option. \n \n3. Express Post: For a speedy delivery experience, choose Express Post, which will have your order delivered within 1 to 3 working days. Please keep in mind that to receive it the next day, you must be within the Australia Post next day guarantee network. \n \nOnce we provide you with a tracking number, you can easily check the estimated delivery time by using the courier’s online tracking system. We want to ensure you receive your order as swiftly as possible, so feel free to keep an eye on its progress! \n \nHow long does it take to dispatch my order? \n \nWe understand the excitement of receiving your order promptly. At our end, we strive to dispatch orders as swiftly as possible. Typically, our orders are dispatched within a window of 1 to 3 working days. Once your order is dispatched, we will provide you with the relevant courier tracking details based on the delivery method you have selected. Rest assured, we are dedicated to ensuring your order reaches you in a timely manner. \n \nWhat is your return and exchange policy? \n \nAt Repair Mate© Online Shop, we want you to be completely satisfied with your purchase. That’s why we offer a 30-day return policy, giving you peace of mind when shopping with us. Here are the key details: \n
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  • Timeframe: You have 30 days from the date of receiving your item to request a return.
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  • Eligibility: To be eligible for a return, your item must meet the following criteria: \n
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    • It must be in the same condition as when you received it.
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    • The item should be unworn or unused.
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    • It must include any tags or labels that came with it.
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    • The item should be in its original packaging.
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    • You will need to provide the receipt or proof of purchase.
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  • Initiating a Return: To start a return, please contact us at onlineshop \n repairmate.com.au. Our team will guide you through the process and provide you with further instructions.
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  • Return Label: If your return is accepted, we will send you a return delivery label to facilitate the return process. Please note that items sent back to us without prior authorization will not be accepted.
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\nWe are committed to ensuring a hassle-free return experience for our customers, so don’t hesitate to reach out if you have any questions or concerns regarding your return. Your satisfaction is important to us! \n \nHow do I change my delivery address? \n \nWe understand that sometimes mistakes can happen with delivery addresses. If you need to change your delivery address, please follow these steps: \n
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  1. Act Quickly: If you notice an error in your delivery address, contact us promptly. You can reach out to us at onlineshop \n repairmate.com.au.
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  2. Pre-Dispatch: We can only make changes to your delivery address before your item is dispatched. Once your item has been dispatched, we regret to inform you that we are unable to make any changes to the delivery address.
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\nTo ensure a smooth and accurate delivery of your order, please double-check your delivery address during the checkout process. If you do need to make a change, don’t hesitate to get in touch with us as soon as possible, and we’ll do our best to assist you. Your satisfaction is important to us! \n \nHow do I track the status of my order? \n \nTracking your order is easy with Repair Mate© Online Shop. Here’s how you can do it: \n
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  1. My Account Area: Log in to your account on our website. Once logged in, you’ll be able to access your order history and track the status of your current order right from the “My Account” area.
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  2. Email Updates: Keep an eye on your email inbox for updates from us. We regularly send out emails to provide you with the latest information about your order, including tracking details and delivery status.
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\nBy utilising these two methods, you’ll have a convenient way to stay informed about the progress of your order and ensure that you receive it in a timely manner. If you have any questions or need further assistance with tracking your order, feel free to reach out to our customer support team. We’re here to help! \n \nHow do I receive customer support? \n \nGetting in touch with our customer support team is simple and convenient. To receive assistance or support, please reach out to us via email at onlineshop \n repairmate.com.au. Our dedicated team is ready to assist you with any questions, concerns, or issues you may have. Your satisfaction is our priority, and we’re here to help! \n \nWhat do I do if I entered an incorrect delivery address? \n \nWe understand that sometimes mistakes can happen with delivery addresses. If you need to change your delivery address, please follow these steps: \n
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  1. Act Quickly: If you notice an error in your delivery address, contact us promptly. You can reach out to us at onlineshop \n repairmate.com.au.
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  2. Pre-Dispatch: We can only make changes to your delivery address before your item is dispatched. Once your item has been dispatched, we regret to inform you that we are unable to make any changes to the delivery address.
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\nTo ensure a smooth and accurate delivery of your order, please double-check your delivery address during the checkout process. If you do need to make a change, don’t hesitate to get in touch with us as soon as possible, and we’ll do our best to assist you. Your satisfaction is important to us! \n \nDo you ship to my country? \n \nAt the moment, we offer delivery to two countries: \n
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  1. Australia
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  2. New Zealand
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\nPlease note that our delivery destinations are limited to these two countries for the time being. If you are located in either of these regions, you can take advantage of our services. We appreciate your interest, and we are continually exploring options to expand our delivery destinations in the future. \n \nWill my items come in one package? \n \nThe packaging of your items may vary depending on their source and location within our supply chain: \n
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  1. Same Warehouse: If all the items in your order are sourced from the same warehouse, they are likely to be packaged together in one delivery.
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  2. Direct from Distributer: Some items may be delivered directly from the distributor. In such cases, these items might be delivered separately from the rest of your order.
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\nWe aim to ensure the efficient and safe delivery of your items, so the packaging method is determined by the logistics that optimize delivery times and conditions for each item. Rest assured that whether your items arrive in one or multiple deliveries, we will make every effort to ensure they reach you in excellent condition and as quickly as possible. \n \nWhere do you ship from? \n \nAll our products are dispatched from Australia. Depending on the location of the stock, we dispatch from one of the following locations: \n
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  1. Cardiff, NSW: Some of our stock is dispatched from Cardiff, New South Wales.
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  2. Hobart, TAS: We also dispatch items from Hobart, Tasmania.
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  3. Melbourne, VIC: Certain products are dispatched from Melbourne, Victoria.
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  4. Fairfield, QLD: Additionally, we dispatch from Fairfield, Queensland.
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\nRest assured that regardless of the dispatch location, we are committed to ensuring your order reaches you in a timely and efficient manner. \n
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