Frequently Asked Questions - Mustad Saddleworld
loader

Loading...Please wait.

JOIN BY MUSTAD Loyalty Program Free Shipping on orders over $199 Easy Returns

FAQS

FAQS

FAQ

How do I place my order?

We have updated our shopping cart function on www.mustad.com.au and as part of the new system, there has been a change in the way you select your items to purchase.

When you want to add a product to the shopping cart, you choose the size and colour you require and click the ‘add to cart’ button. This will add ONE of the items you require.  

If you would like to add more of the same product to your shopping cart, you have two options:

  1. Click CONTINUE SHOPPING and then add to cart the size and colour you wish to purchase, or
  2. Click PROCEED TO SHOPPING CART and edit the number of items you wish to purchase.  

 Once you have selected “Proceed to Cart” you will be taken to your shopping cart page and will be able to see what you are about to purchase.  You can make any changes to your shopping cart here, then when you are ready to checkout, login to your account, fill out delivery information, payment details, and then complete your order.

Feel free to give us a call on (03) 5782 1711 if you are having any issues, or have a question about the order process.

What payment methods do you accept?

We currently accept: Visa, MasterCard and PayPal transactions.

How can I be sure my details are safe?

Once you have proceeded to the checkout you will be transferred to our secure server (SSL128 Bit Encryption) to finalise your payment. The secure site https:// and green lock symbol in your URL bar is your guarantee that the information you provide cannot be seen by anyone else.

How will my order be sent to me?

All items are sent through Australia Post or via Startack.
Startrack is the most recognized and reliable delivery company in Australia, offering complete track and trace on all parcels.

Advised delivery times will occur within 1-7 working days depending on your location and postage backlog.

A remind that customers should provide an accurate address listed, as well as correct contact number when ordering. In the event that an incorrect postal address is given and the package is returned to us, an additional charge of the original postage/freight cost will be incurred.

Delivery times are between the business hours of 8am – 5pm.

If you are concerned about not being available at your home address, the best alternative is to use your business address.

Why do you need my details?

The information you provide to us is used to process and deliver your order. Should the information such as recipient address change prior to delivery, please contact customer service immediately.

Do you deliver overseas?

No. Products can only be delivered within Australia.

What are standard delivery charges?

Unless stated otherwise on the website (for example, where a “free delivery” or “free shipping” offer applies as set out in clause 9.8), or in these Terms and Conditions, the following Delivery Fees apply to all orders:

a) Standard Delivery Fee is charged on purchases up to $199 and dependent on state location.
   Fee for VIC, NSW, ACT, SA, TAS – $19.95
   Fee for WA, QLD, NT – $24.95

Orders over $199 will receive free delivery (excluding goods that require special delivery). Free freight over $199 only applies to products that are purchased on the online shop.

b) Special Delivery Fee
The Special Delivery Fee may be incurred on particular goods.

Supplier Direct: Delivery Fees for goods that are supplier direct may differ from that set out above. Refer to delivery for applicable.

 

Can I send the goods back if I change my mind?

By law, we are not required to provide a refund or replacement if you change your mind, only if products are faulty or damaged. However, customer satisfaction is our top priority, so please contact our friendly staff to discuss further.

Please note, we do not offer a refund or replacement on sale items.

Please refer to our Returns Policy for further information. 

Can I cancel my order?

Please note that if you change your mind and wish to cancel your order you must do so within 45 minutes of placing your order by contacting our customer service team at online@mustad.com.au or via (03) 57821711.

Orders may not be able to be changed or cancelled once the order has been accepted by Mustad.

Can I come and see the goods before I purchase them?

Yes, you can visit any of our three Mustad Saddleworld stores in Kilmore, Geelong, Victoria or North Richmond, NSW, if you wish to see the products before purchase. You can then purchase in store, or online from www.mustad.com.au.

Kilmore : 2 Willowmavin Road, Kilmore, Vic, 3764

Geelong – 136 Furner Avenue, North Geelong, Vic, 3215

North Richmond – 4-5, 70 Bells Line of Road, North Richmond, NSW, 2754

Can I use my Saddleworld gift voucher online?

We currently do not accept Mustad Saddleworld Gift Vouchers online.

How do I write a review?

We love to hear from our customers so we can get greater insight into our customers and their opinions. Ways you can do this include, leaving a review on our Facebook Page (click on the link https://www.facebook.com/MustadDestinationEquestrian) or you can write a Product Review on our website.

Why can’t I buy a product online, that I have seen in an advertisement?

We are constantly adding new products to our online shop but not all products featured in catalogue or in-store promotions are available to purchase online.  

Who do I contact for customer service?

Customer Service queries in relation to the status of your online order should be directed to (03) 57821711 or email online@mustad.com.au

Please note opening hours for our online customer service are Monday – Friday 8:30am – 5:00pm. (not including public holidays).

Where can I go for more information?

If you have an enquiry, complaint or compliment, or any other feedback, feel free to give us a call on (03) 57821 711 or send an email to online@mustad.com.au.