SHIPPING
Which Carrier/Courier do you use?
What will delivery cost me?
When will my order be shipped?
Once I've made my purchase, how long before I receive my parcel?
Do you deliver to PO Box addresses?
What if I am not home when you deliver my goods?
Why does the order status say 'Delivered' when I actually haven't received my item?
Can I specify my time and day preference for delivery?
Can I choose the courier service to deliver my item?
WARRANTY & RETURNS
The product I received is faulty or damaged, what do I do?
I just received my item, but it's not what I ordered (e.g. wrong model or colour). Can I exchange or return it? How soon do I need to advise you?
The item I received is not factory-sealed. Who should I contact?
If I need to return my item, who pays for the postage costs?
I need to return my item, what do I do next?
I'd like to cancel my order. How soon do I need to advise you? Will I be charged cancellation fee?
How soon will I receive my payment refund?
SHIPPING
Which Carrier/Courier do you use?
The service we use for most of our deliveries is Australia Post's eParcel, which is a registered delivery service. With this service Australia Post will deliver your item to your nominated shipping address. If no one is home, they will leave a card stating that your item is available for you to collect from your local Post Office. We also work with a number of established courier companies, including DHL, UPS and FedEx, especially for the delivery of our imported products, such as mobile phones, digital cameras, video camcorders and watches. These work much the same way as Australia Post’s eParcel service as they are also registered services. For unattended parcels, they will leave a card for you to arrange pick-up from the nearest courier service centre or re-delivery to your address, available for a certain period of time. If the item has been returned to us or to our supplier because it was not picked up from the post office or courier centre, or because a re-delivery arrangement was not made, then the customer will be responsible for any re-shipping charges that may apply.
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What will delivery cost me?
Shipping charges are based on the weight and size of your parcel. If you would like to see what the delivery charge of any item would be, please click on the 'Estimate Shipping' icon, which is available on the Shopping Cart page on our website. The shipping charge will be uniform for any delivery location in Australia. Our shipping includes tracking but does not include an insurance. The amount paid for lost-in-transit compensation will depend on the courier service and will not include a full refund. BuyMart will not be held responsible for lost-in-transit compensation for any items purchased without an insurance. To purchase an optional shipping insurance please contact us. The standard cost for shipping insurance is 2% of the price of the item.
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When will my order be shipped?
Our products are typically despatched between 1-3 business days from receipt of payment. Most parcels will arrive within 72 hours at your designated shipping address. For most of our imported products, however, such as mobile phones, digital cameras and video camcorders, their postage and handling time may take up to 5 working days, as they have to be despatched from overseas dispatch centre and be processed through the courier service and the customs. Postage and handling time for imported watches may take up to 7-14 working days.
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Once I've made my purchase, how long before I receive my parcel?
Most of our items (except for mobile phones, digital cameras, video camcorders and watches - please see below) are typically despatched the next business day or the day after, once your payment has been confirmed. Most parcels will arrive within 72 hours at your designated shipping address. For most of our imported products, however, such as mobile phones, digital cameras and video camcorders, their postage and handling time may take up to 5 working days, as they have to be despatched from overseas warehouse and be processed through the courier service and the customs. Postage and handling time for imported watches may take up to 7-14 working days. If your order has still not arrived after the expected transit times, please notify us and quote your product and invoice number for follow-up.
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Do you deliver to PO Box addresses?
No, unfortunately we do not deliver to PO Box addresses. We require a home, business or street address for the delivery of our parcels. These addresses need to be entered to our system during checkout or registered to our database previously. We cannot process any delivery to addresses stated only in correspondence emails without being entered to our database electronically. If payment has been made for the purchase and delivery to PO Box addresses or unregistered addresses, we will refund this payment and request our customer to re-enter a different address and register it to our system via the shopping cart and checkout process.
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What if I am not home when you deliver my goods?
As all our parcels are sent as registered and insured we require a signature upon delivery. Our delivery contractors (Australia Post and various couriers) typically deliver during business hours so if you are not expecting to be home during these hours, we suggest, if practical, to provide your work address as the delivery address. Delivery is usually attempted straight to your door. If there is no one available to sign for the delivery, or if the local postal service does not offer this direct service, then a card will be left in your mailbox advising you of either a post office to collect your parcel from, or in the case of a courier delivery, a contact number to call to re-arrange the delivery or a pick-up. If the item has been returned to us or to our supplier because it was not picked up from the post office or courier centre, or because a re-delivery arrangement was not made, then the customer will be responsible for any re-shipping charges that may apply.
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Why does the order status say 'Delivered' when I actually haven't received my item?
When your order status says 'Delivered' it means that your item has been despatched and is still in transit. You should receive your item very soon.
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Can I specify my time and day preference for delivery?
Yes, you may wish to leave a delivery note in the special message box provided during checkout. We will pass on this information exactly to the courier service and usually they will try to meet this requirement, sometimes by contacting the customer first. However, it is important for you to note that we cannot guarantee that this requirement will be met, and we do not have any control over the actual process involved.
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Can I choose the courier service to deliver my item?
No, unfortunately you cannot choose the courier service to deliver your item as most of our products are delivered directly from local and overseas dispatch centres, where an efficient courier service arrangement has been put in place.
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WARRANTY & RETURNS
The product I received is faulty or damaged, what do I do?
Defective-on-Arrival (DOA) implies that the product is either faulty or damaged at the time the customer receives the item. In the unlikely event of receiving faulty or damaged product, you need to contact us and give a detailed description of the problem, as well as your order or invoice number, within 48 hours upon the receipt of the item. If the item is not tested or examined by the buyer within the first 48 hours after the good is received, DOA replacement or repair policy will not be granted to the buyer. The 48-hour period starts at the time the status shows “delivered” in the courier service’s tracking system. No further exception will be considered about the time issue. A repair or replacement will be provided free of charge for DOA claims. In the event that a repair or replacement cannot be provided due to product unavailability or any other reasons, we will refund the full purchase amount to the buyer. BuyMart reserves the right to make the final decision on whether a replacement or repair process should be issued under any circumstances, which will depend on product availability and the complexity of the defect upon our technical assessment. DOA items have to be sent back complete and in the original packaging and have to show a technical defect. Items that are not sent back in the original packaging will not be accepted as DOA claim.
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I just received my item, but it's not what I ordered (e.g. wrong model or colour). Can I exchange or return it? How soon do I need to advise you?
You may exchange the item you've just purchased as long as it's in as new, undamaged condition and in its original packaging. You must notify us within 48 hours from the date of your product being dispatched if you wish to exchange or return your item.
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The item I received is not factory-sealed. Who should I contact?
If you've purchased an imported item from us, including mobile phones, digital cameras, video camcorders and watches, the item may not be factory-sealed on purpose, so you should not contact us unless it is damaged or different to the one you actually ordered. We guarantee that all of our imported items are brand-new and genuine, come with original packaging, and have 12-month warranty. For all of our imported products, it is important for us to check the contents inside the packaging to ensure their quality, and that the right accessories are included including a power adaptor that meets Australian standard.
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If I need to return my item, who pays for the postage costs?
If the item becomes faulty or damaged during transit or within the first 48 hours after the item is received, then BuyMart or our suppliers, if they are managing the warranty, will cover the postage costs. If the item received is not what you ordered (e.g. wrong model or colour) and you notify us within 48 hours after the item is delivered, then BuyMart or our suppliers will also cover the postage costs. During the warranty period, after the first 48 hours of the item being delivered, you will need to cover the return shipping costs to us or to our supplier, if they are managing the warranty.
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I need to return my item, what do I do next?
You need to contact us to obtain a Return Authorisation (RA) form, if we have not sent you one already. All return claims must be provided with a completed RA form. Any return claims without a completed RA form will not be processed. After we receive and review your claim, we will provide you with further instructions on how the item should be returned.
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I'd like to cancel my order. How soon do I need to advise you? Will I be charged cancellation fee?
Order cancellation can only be made if the item has not been delivered yet and within 3 working days from the date of purchase. Should the item has been despatched, order cancellation will incur a restocking fee of 25% of the purchase price. Please note that for imported items, such as mobile phones, digital cameras, video camcorders and watches, order cancellation can only be processed after confirmation with our overseas suppliers that the item has not been despatched. The initial transaction fee (1.5% for credit card payment and 2.4% for PayPal transaction) and the initial postage and handling charges will be deducted from the refund amount.
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How soon will I receive my payment refund?
We will process all of payment refunds as soon as it has been authorised, usually on the same day of the authorisation date. However, some delay may occur with the financial insitution you're banking with, or with PayPal in the case of refund to a PayPal account. In reality, it may take up to 1-2 weeks before the refund arrives in your bank, credit card, or PayPal account.
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