Frequently Asked Questions

How do I place my order?

Simply choose your goods, select sizes /colours /quantities (where required) and click the “Add To Cart” button.
Once you have completed your shopping, click “View Cart”, where you will be able to view the total items you are purchasing.
Once you have selected “Proceed to Cart” you will then login in or fill out delivery information, payment details, and then complete your order.

Feel free to give us a call on (03) 5734 3536 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.  
Please note we require a street address and not a PO Box address for delivery.

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 over $150 and $10.95 for all purchases up to $150.

Free delivery for orders over $150 only applies to purchases online (excludes goods that require special delivery).

b) Special Delivery Fee
Please be advised that some items will incur a special delivery charge that will be added once you have placed your order.

A member of the Mustad Online team will contact you to advise of the cost for delivery. 

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.australia@mustad.com or via (03) 5734 3536.

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

 

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) 5734 3536 or email online.australia@mustad.com

Please note opening hours for our online customer service are Monday – Friday 9:00am – 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) 5734 3536 or send an email to online.australia@mustad.com