- Customer Service
Choose The Right Product
- There are no questions too silly!
Check Status of OrderIf you'd like to check on the status of your order, you can log into your account (if you have one with us) or contact us via our contact form or by phone, and we will be glad to assist you.
If you already have a PayPal account, you can definitely use it to pay for your order! Opt to pay with Paypal during checkout, and you will be redirected to the PayPal website when you've placed your order.
The clearing times of PayPal payments may vary – If your credit card is linked to your PayPal account, payment should be instant. Otherwise, if your bank account is linked to your PayPal, then payment normal takes 1-3 working days to clear.
We recommend that you have all the correct details on your PayPal account as the accounts department will pick up the details and relate it back to your order.
Credit CardCredit Card
We accept Visa, Mastercard, and American Express, and do not apply any surcharge for any of our credit cards. Payments via credit card are instantaneous, which means that once your order has been made, it gets processed immediately.
If you are using an international (non-Australian) credit card / are making an order while out of Australia, we recommend that you put in the recipient's Australian address and notify us of your order. Our system may pick up an overseas payment and regard it as a 'risky' transaction. However you can give us a call and we can put through the payment for you and ensure that your order gets processed.
Bank DepositBank Deposit
You can pay for your order via bank deposit. Simply put through the order and select bank deposit at checkout, and our account details will be displayed. You will also receive an email confirmation with regards to your order, with the bank details included again for your reference. You will be asked to put your order number as the transaction reference so that we can easily identify your payment. Bank deposits usually take 1-3 working days to clear, and we will process your order once payment is confirmed.
Lay ByLay By
We generally do not accept lay-bys. However, we can make exceptions based on requests. Do email or give us a call and we'll do our best to see what we can organise for you!
30-days Term payment for government agencies30-days Term payment for government agencies
If you are a government agency, you can request to order from us and make the payment later. We usually have a 30-day term for this arrangement, but do give us a call beforehand to organise such orders.
Cheque or money orderCheque or money order
Unfortunately, we do not accept any cheques or money orders.
Can I use different details for payment and delivery?Can I use different details for payment and delivery?
Yes, you can. During the checkout process, you can choose to put in different details for billing and for delivery. However, do note that the invoice will still be shipped out with the order, unless requested otherwise.
Pick UpWe arrange for the products you purchase to be delivered to you, unless you state otherwise. If you'd like to arrange for a pick up, you can definitely do so at your warehouse based in Bayswater, Victoria. Always give us a call first to check if your item is available in the warehouse.
What does it mean when it says, "ships in...days"When it says "Ships in ... business days", it refers to the actual number of business days leading up to the actual dispatch date from our warehouse to you, and not the number of business days before you will receive it. This usually appears when the item in question is not physically in stock with us, which means that we have to order it in from the supplier.
The total delivery time for your order is calculated from the time your order is processed until the time you receive it. The diagram below shows how the Total Delivery Time is broken down into pre-ship processing time and shipping time.
Pre-Ship Processing Time is the time it takes from when you submit your order to when the product leaves the warehouse. This time is needed for products that are shipped directly from the manufacturers to our distribution facilities. The manufacturers need this time to fulfill your order and in some cases, custom build the product.
Shipping time is measured from when your order leaves our warehouse to when it arrives at your home or office.
Shipping times vary depending on the item that you order and your location. The following is a guideline of estimated delivery times for our items:
1-3 business days for metro areas
3-5 business days for country areas
3-5 business days for metro areas
4-7 business days for country areas
Our delivery partners (AAE, Star Track, AusPost)We send our products out via AAE courier for deliveries Australia-wide, and AusPost e-parcel express delivery for metro Melbourne.
Some items may be dropshipped directly from suppliers instead of from us, and most of these use Star Track Express road freight.
What if I'm not available to collect my parcel?The courier service will attempt delivery to the door, and if you're not available, they will be left at your door without requiring a signature.
However, for orders over $100, a note will be left for the item and it will be returned to the local depot or the nearest post office.
If you'd prefer other arrangements, do contact us when you make your order so that we can organise that for you.
Calculating Shipping CostShipping costs vary depending on your delivery address as well as the item you order.
You can calculate your shipping cost using our very simple 'Shipping Calculator', which is present on all our product pages and also when you view your shopping cart. Simply pop in your state and postal code into the form, and it will estimate the shipping costs for you!
International ShippingUnfortunately, we do not accept international orders except on a case to case basis. Please contact us to find out more.
Lodging a ReturnTo lodge a return with us, you must first contact our support team. If a return is applicable, a unique Return Merchandise Authorisation (RMA) number will be issued to you, and our support team will give you all the details you require to complete the return.
Once the RMA is issued, customers have 30 days to return the product back to our office. If nothing is received within that time, the return case will be closed.
Please note that any returns sent to our office without an RMA number will not be processed. Therefore, it is extremely important that you speak to our support team and get an RMA number issued to you before returning a product.
How do I know it is safe to shop with you?We're a registered business in Australia (our ABN is 68 131 981 087) recognised by the business and online retail industry. We are a real company with real people, constantly doing our best to provide you with the best service possible.
To provide you with the safest shopping experience possible, we constantly review and improve our online security systems: Our online secure checkout is protected by VeriSign's SSL Certificate, which means that any information exchanged with any address beginning with https is encrypted before transmission, ensuring that your information is secure and not leaked to third parties.
If you have any questions, feel free to give us a call or email us! We're always happy to answer any questions you have.
How do I learn more about the OZHut company?
Do you have a shop?We are a retail store open to the public 10am to 5pm Monday to Friday. Our address is:
2/21 Scoresby Road, Bayswater VIC.
What is the difference between "In Stock" and "Available"?There are two statuses for all our available products.
If a product page states that the item is “In Stock”, it means that the item is physically in our warehouse and ready to ship out the next business day.
A product page that states the item as “Available”, means that the item is not currently stocked in the warehouse, but is available from our supplier. For these items, there will be a short lead time before it gets sent out to you.
The item I want is out of stock, what happens now?There are several options available that you can consider. You can opt to switch to another similar product that is available, or to put the item on backorder. We also offer store credit or full refunds.
How can I update my email address?If you have an account with us, you can update your details by logging in to your account and changing it there. Otherwise, you can contact us and we can change your email address in our system for you.