We use several shipping options to dispatch our orders such as Australia Post, Couriers& Freight Management Companies. We choose the best option for orders based on the delivery location, order size/weight and time frame the order is required.
All orders will be marked as posted in eBay when ready for dispatch, we also send a confirmation email at the same time. If your order has tracking the link to it will be shown in this email as well as in eBay with your order.
Please note: the delivery times stated on eBay should only be as a guide, refer below prior to placing your order for our estimated delivery timeframes
Free Standard Delivery – NO TRACKING – orders under 500g or $40
Our standard service for small orders –(under 500g or $40) aresent via Australia Post Regular Letter Delivery with no tracking details, these orders are sent in a bubble envelope.
These deliveries are usually delivered to a letterbox and depending on your location, can take up to 6 business days to deliver. Refer to the Australia Post website for further details.
If you require tracking, we strongly suggest that during the checkout process you choose either Australia Post Parcel Post or the Express/Courier option. Tracking information will then be added to eBay as well as an being included in an email we send when the item is dispatched.
Free Delivery – TRACKING– orders over 500g or $40
Larger deliveries (normally over 500g or $40) will either be sent with Australia Post or with one of our nominated Couriers. These orders will normally have tracking and this information will be added to eBay when dispatched. A signature is normally required on delivery and if no one is home a calling card will be left for either collection or redelivery (depending on the carrier).
If this is not suitable we strongly recommend that you change your delivery address on eBay to a workplace or somewhere where there is someone home during the day or add a message during checkout that your give us authority for the driver to leave the goods in a “safe place”
Estimated Standard Delivery Times (please use only as a guide):
(Only count Monday - Friday and the first day starts the day after we dispatch your item)
Australia Post Parcel Post Option
We offer this option on all orders we dispatch, should you need to make sure your order has tracking and requires a signature on delivery, then this option is recommended. Estimated delivery times will be the same as standard delivery times above.
Express / Courier Option
We offer this option on all orders we dispatch, this is the best option to receive your order quicker than a standard delivery time frame. Estimated delivery times range from 1-3 business days (Monday to Friday, excluding public holidays), note that some remote areas may take longer than this as heavier bulky items are sent by road, while smaller items (satchels) can be air freighted to the closest Capital City, then delivered by the standard road delivery system. Smaller orders (under 5kg) will usually be sent by Australia Post Express Post or by Courier. Larger bulkier orders will be sent with a Courier company of our choice that we believe is best suited to your location.
Brisbane Customers / Pickup Option
Local pickup is from our warehouse in Murarrie. When placing your order there is a Local Pickup option in the checkout, but we also ask that you send us a message through eBay confirming the local pick up of your order. We do ask that you give our team at least 2 hours to pack your order for it to be ready for collection, we will contact you if there will be any delays fulfilling the order.
External Territories & Islands
Some External Territories and Island locations may not be serviced by standard delivery and an addition shipping charge may be incurred. If this is the case, we will contact you and advise you of any addition charge there may be.
Direct Ship (Dropship)
From time to time we may ship our larger orders directly from our suppliers, this helps keep our prices down. Sometimes with these shipments you may receive twoor more deliveries, one from our warehouse and from our supplier, if this is the case we will contact you advising you of the multiple deliveries. We have found they can arrive at different times / days. If you have any concerns message us through eBay.
Dispatching Orders
We aim to pack and dispatch orders within one business day from when payment is finalised (we can usually pack most orders same day if payment is made before 2.00pm Queensland time and the complete order is in stock), however we cannot always guarantee this and if there is an unavoidable delay we will notify you. Please note that orders placed over the weekend or on public holidays will be packed and dispatched on the next business day, all orders are collected by our transport companies during normal business hours from Monday to Friday.Deliveries are not available on weekends, public holidays or after business hours.
Where is my item?
If your order has tracking, this information will be available in your eBay account under Purchase History next to your order, you will also receive an email from us when the order is dispatched advising of the tracking information. Click on the tracking link to see the updated status of your order. Please make sure that your email address is correct in eBay to receive these emails.
If your order has not been delivered within the estimated delivery windows above (only count Monday - Friday and the first day starts the day after we dispatch your item), please contact via eBay message so that we can investigate this further for you.
Prior to messaging us – have you checked with your neighbour and the courier your goods were sent with?
If that wasn’t successful please contact us through eBay messaging, we will need you to provide the delivery address the goods were going to.
We reply to all messages within 24hrs.
PaymentWe accept PayPal, Visa, MasterCard and Bank Deposit. We require all payments to be made prior to dispatching goods. A reminder message will then be sent if payment has not been made within a couple of days after the purchase date. Should payment not be finalized after 14 days then the Unpaid Item Process will be initiated by eBay.
PayPal Payments via PayPal when you have a balance in your PayPal account or when your account is linked to a credit card is the quickest and safest way to pay for your order. It is a fast, reliable service and payment is cleared instantly. This is your best option to ensure your order is dispatched quickly.
Please Note - If you pay through PayPal using e-cheque or the funds are drawn from your bank account through PayPal, please understand that this is not an instant transaction and can take approximately 7 days to clear, this option could delay the dispatch of your order.
Visa & MasterCard You can use your Visa or MasterCard to pay for goods with us on eBay if you don't have a PayPal account. After committing to buy you will be directed to the checkout of eBay where you will have the option to choose to pay by credit card. Add your card details to finalize the transaction.
Bank Deposit Our bank details are provided at the checkout process of your transaction, choose the bank deposit option to see our details.
We accept bank deposits at any St George Bank Branch or through Internet Banking. Please use your User ID as a reference to ensure there are no delays in the dispatch of your item. We advise against using the eBay item number as a reference as this is not unique to your order.
Bank deposit can take up to 3 business days to process depending on your financial institution.
TermsWe only sell product made to Australian or International standards. Our product is sourced from a number of local suppliers, they source their products from many different suppliers overseas. Some of the issues we come across which we can't control are:
Images
All graphics and photos in our store and listings are for illustration purposes only and are the property of The Fastener Warehouse. The actual products supplied may differ in size, shape or colour.Because of the volume of listings and products in our store, a generic photo is used for that product and in most cases will not be the actual size you purchase. Full specifications for items is available in the description section of the listing.
Contact Details
We request a telephone number which will be used to confirm your order if there is a problem or delivery address details for the courier to arrange delivery. If you do not provide a contact number, we will have to contact you through the eBay message system which could delay your order.
Delivery
Orders will be shipped once payment has been received in full. Most orders are shipped within 1 business day of cleared payment (excluding weekends and public holidays), in most cases all order placed with cleared payment before 2.00pm Brisbane time will be shipped same day, if the complete order is in stock. All items are despatched during business hours: Monday to Friday, 7.30am-5pm (public holidays excluded).
Packaging
We take total care in ensuring you product arrives quickly, safely and in one piece. As most of our products are packed in bulk and having so many variations we have to repack nearly every order we ship. We pick from our main stock and repack into clear plastic resealable bags, our larger orders are either packed in sealed heavy duty plastic bags, heavy duty cardboard boxes or the product will be shipped in their original suppliers packaging. All product is clearly labelled with a description and quantity. We have invested in the latest electronic scales equipment to improve count accuracy and our efficiency.
Unfortunately we do make errors
Whilst we try our hardest errors do slip through. Every effort has been made to provide accurate product descriptions in the product listings but occasionally we do come across inaccuracies, mistakes, errors or misinterpretations, which we will correct quickly.
Our orders are quality checked before despatch, sometimes one slips through the system, picking and packing fasteners is a very hands on job which requires a very good eye for detail and good discipline. Most days we pick, pack and send over 300 orders and unfortunately mistakes can and do happen. If your order arrives and you are not happy please contact us via eBay messaging system, we will act quickly and do everything we can to resolve the problem.
Feedback
The feedback system is why we like eBay so much. We are proud of our feedback record. We pride ourselves on providing you with great customer service and will do everything we can to make your experience with us a friendly, helpful and a memorable one. In the rare circumstances where the product you've purchased doesn't meet your needs or expectations, please contact us with your issue and we'll work with you to provide an outcome.
We love hearing your positive feedback and we review your comments regularly. From our experience, negative feedback left has usually been reversed due to misunderstandings or simply a lack of communication between ourselves and the buyer. Leaving negative feedback will not influence the outcome of any situation, nor will it change our commitment to resolving a problem. We endeavour to resolve all issues in the fastest, least painful way possible. We've found that customers who've left negative or neutral feedback have soon realised they wish they hadn't and are very eager to have it reversed. Unfortunately due to the eBay rules this is not always possible. We urge you to get in touch with us prior to leaving feedback other than positive as we will do everything we can to help resolve the problem at hand.
ReturnsWrong Order Received
We do make mistakes, picking and packing fasteners is a very hands on job which requires a very good eye for detail and good discipline. Most days we pick, pack and send over 300 orders and unfortunately mistakes can and do happen. We do have processes in place to reduce potential picking errors. If your order arrives and you are not happy please contact us via eBay messaging system, we will act quickly and do everything we can to resolve the problem
Faulty Product
We only sell product made to Australian or International standards, our product is sourced from a number of large local suppliers which is tested to meet their high standards.If you believe the product you have received is faulty please contact us immediately. We require images of the faulty product and a brief description of what the problem is, please contact us through the via eBay message service to send the photos through to us.
Damaged Product
If your order arrives damaged please contact us immediately.Unfortunately no matter how well we pack them at times it does happen as we can’t control the handling of your order after it leaves our warehouse. It helps if you can take photos of the damaged product,please contact us through the via eBay message service to send the photos through to us.
Change of Mind Returns / Exchange
We offer a 30 DAY RETURNS policy. If for any reason you’ve changed your mind following purchase or you require a different size product, we’re happy to work with you to return the item. To qualify for this offer, it is important to follow the guidelines below:
If you have any further questions or you have a technical question please do not hesitate to contact us through the eBay message service:
eBay messaging service
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