Questions & Answers

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    CONTACT INFORMATION

    170 Terminus St Liverpool NSW 2170

    0401110046

    admin@thosegoods.com

    Do you have questions about how we can help your company? Send us an email and we’ll get in touch shortly.

    Shopping Information

    1. How long does shipping take?

    Shipping times vary depending on your location and the product’s warehouse. Generally, domestic orders within Australia take 3 to 7 business days, while international shipments can take 10 to 20 business days. For specific items, shipping details will be provided at checkout.

    2. How can I track my order?

    Once your order is shipped, we will send you a confirmation email with a tracking number. You can use this tracking number to monitor the delivery status of your order through our website or the carrier's website.

    3. Do you ship internationally?

    Yes, we offer international shipping to most countries. Delivery times vary depending on the destination, ranging from 10 to 20 business days for international orders.

    4. How much does shipping cost?

    Shipping costs depend on the product, location, and shipping method chosen at checkout. You can view the exact shipping cost for your order during the checkout process.

    5. What if my order is delayed?

    If your order is delayed beyond the estimated delivery time, please contact our customer support team with your order number, and we will assist you in locating your package.

    6. What should I do if my order arrives damaged?

    If your product arrives damaged, please contact us within 7 days of receiving the order. Provide us with photos of the damaged item, and we will arrange a replacement or refund as per your preference.

    7. Can I change my shipping address after placing an order?

    Once an order is placed, we strive to ship it as quickly as possible. If you need to change your shipping address, please contact our customer service team immediately. If the order hasn’t been processed, we will do our best to update the address.

    8. Do you offer expedited shipping?

    Yes, we offer expedited shipping options at an additional cost. You can select the expedited shipping option during checkout for faster delivery.

    9. Will I be charged customs fees or import taxes?

    International shipments may be subject to customs fees or import taxes, depending on your country’s regulations. These charges are the responsibility of the customer and are not included in the shipping fees.

    10. What happens if I miss the delivery?

    If no one is available to accept the package, the carrier will usually leave a notice with instructions on how to reschedule delivery or where to pick up your package. Alternatively, you can track the status and arrange a new delivery with the tracking information provided.

    Payment Information

    1. What payment methods do you accept?

    We accept a variety of payment methods including major credit/debit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay. You can choose your preferred payment option during checkout.

    2. Is my payment information secure?

    Yes, we take your security seriously. Our website uses SSL encryption to protect your payment details, ensuring that all transactions are secure and your information is kept confidential.

    3. Can I pay using multiple payment methods?

    At this time, we only accept one form of payment per order. You can select a single payment method during checkout.

    4. Will I be charged any additional fees for international transactions?

    Depending on your bank or payment provider, you may be charged additional fees for international transactions, such as currency conversion fees. We recommend checking with your bank for more information.

    5. Do you offer payment plans or installment options?

    Currently, we do not offer payment plans or installment options. All orders must be paid in full at checkout.

    6. Can I change my payment method after placing an order?

    Once an order is placed, the payment method cannot be changed. If you encounter an issue with your payment, please contact our customer service team as soon as possible for assistance.

    7. Why was my payment declined?

    There could be several reasons for a payment being declined, such as incorrect card details, insufficient funds, or issues with your bank or payment provider. Please double-check your payment information or contact your bank for more information.

    8. Do you charge sales tax?

    Sales tax is calculated based on the shipping address and is applied at checkout, where applicable. Any applicable taxes will be clearly listed before completing your order.

    9. Can I receive an invoice for my purchase?

    Yes, after completing your purchase, you will receive an order confirmation via email that includes an invoice. If you need a detailed invoice, feel free to contact our customer service team.

    10. What currencies do you accept?

    Our website processes payments in [your primary currency, e.g., USD]. If you are paying in a different currency, your payment provider will automatically convert it at the current exchange rate.

    Orders

    How can I place an order? You can easily place an order by browsing our product categories, adding items to your cart, and proceeding to checkout. Follow the steps to enter your shipping and payment information, and confirm your order.

    Can I change or cancel my order after it has been placed? Once an order has been placed, we process it as quickly as possible. If you need to change or cancel your order, please contact our customer service team immediately. We’ll do our best to accommodate your request, but changes or cancellations may not be possible if the order has already been processed.

    How can I check the status of my order? You can track the status of your order by logging into your account on our website and checking the order history. You will also receive email updates with your tracking information once your order is shipped.

    I didn’t receive an order confirmation email. What should I do? Please check your spam or junk folder. If you still haven’t received an email, contact our customer service team with your order details, and we will resend the confirmation.

    What should I do if I receive the wrong product? If you receive an incorrect item, please contact us as soon as possible. We will provide instructions for returning the product and arrange to send you the correct one.

    Returns

    What is your return policy? We accept returns within [14 days] of purchase for most items, as long as they are unused, undamaged, and in their original packaging. Certain items, such as [mention exceptions if any], may not be eligible for returns. Please refer to our full return policy for details.

    How do I initiate a return? To start a return, please contact our customer service team or visit the returns page on our website. We will provide you with a return authorization number and instructions for sending the item back.

    Will I be charged for return shipping? Return shipping costs are covered for damaged or incorrect items. For other returns, the customer is responsible for return shipping fees, unless stated otherwise in our return policy.

    When will I receive my refund? Refunds are processed once we have received and inspected your returned item. Refunds are typically issued within 5-7 business days after the return is approved, and will be credited to your original payment method.

    Can I exchange an item? Yes, we offer exchanges for eligible items. Please initiate the exchange process by contacting customer service or visiting our website. We’ll provide you with return instructions, and once we receive the returned item, we will send out the exchange.

    What if my order arrives damaged? If your order arrives damaged, please contact us within 7 days of receiving the item. We will ask for photos of the damage and will arrange a replacement or refund depending on the situation.