Welcome to AlwaysDirect.com.au

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Frequent Asked Questions

Online Safety

Is the Alwaysdirect.com.au website secure for purchases?

Response: Yes!! Our site is 100% safe and secure.

You can purchase on our site without the fear of your personal information getting into the hands of crooks. Both our website and the database, which houses the personal information of our clients, are secured via SSL technology.

A padlock icon that appears at the bottom of your browser window when you enter our site’s shopping cart and checkout section indicates that information entered on that window would be encrypted and protected from unauthorized access.

Apart from above, we are verified by Norton Safe Web, from one of the largest anti-virus software company Symantec. AlwaysDirect.com.au is scanned on regular bases for computer threats, identity threats, and most of other major threats you may face when surfing on the Internet. To verify this, if you have Norton software installed on your pc and laptops, simply go to google.com.au and search AlwaysDirect.com.au. A delightful green button with white tick will show up beside the name of AlwaysDirect.com.au.

Furthermore, we are scanned daily by McAfee Secure. We are tested and certified daily to pass McAfee security tests which help protect AlwaysDirect.com.au users from identity theft, viruses, spyware, and other major online threats. Here is the link for daily security status from McAfee, https://www.mcafeesecure.com/RatingVerify?ref=alwaysdirect.com.au&lang=AU.

 

When Placing An Order

Why is my order status still showing ‘processing'?

Response: If your order has been marked as “Processing” for two to four days after purchasing, non-completion of the payment process is the most probable cause.

Where are you located? Can I pick up by myself, or arrange my own courier to pick up?

Response:  Yes, customers or private courier pickups are acceptable for some products. Our main warehouse is located in Dandenong South, Melbourne. Pickups are also available from our Sydney warehouse. Please ring us (telephone number as shown below) prior pickups.

We have a show room displaying some of our products, and the rest of the products could be viewed on site. Please note that not all the products can be picked up directly from our warehouses. So remember to ask us by telephone, and our customer service would be pleasure to help you.

You can contact us at 1300 144 100, 10 am – 5 pm, Monday-Saturday for details.

Can I receive a discount on a bulk purchase?

Response: Our prices for bulk orders are highly competitive because we are the key supplier. All you need is to inform us the product name and quantity (must be more than 10) and your postcode. We will offer you our best price ASAP.

Do you ship overseas?

Response: Although we only ship within Australia at the moment, we, as one of the country’s largest e-retailers, are expanding rapidly.

How long does it take for an OUT OF STOCK item to be back on offer?

Response: The wait time usually varies from item to item and depends on the manufacturing speed, among other factors. Although there is no guarantee on the exact time when an item will be available again, we do give an estimated time within which it will be restocked. Moreover, we offer most OUT OF STOCK items at limited special prices for pre order customers.

Is it possible for you to send my order to an address other than my billing address?

Response: Yes, you can get your order shipped to any address. All you need to do is specify the delivery address in the SHIPPING address field.

Is there a showroom or a store where I can actually see the product?

Response: Currently, we simply deliver items from our warehouse to your address. However, we have a showroom where some products are displayed. Just contact us if you need further information in this regard.

How do I get to know that you have received my Money Order/ Bank cheque?

Response: Currently, we dispatch your parcel within 48 hours of receipt of your payment, and you are sent a dispatch notice via email. When you receive the email, you know that your Money Order/bank cheque has been received and the item has been dispatched.

Is it possible to hold a delivery date?

Response: Although other shopping sites do not allow this, we do entertain such requests. All you have to do is to contact us with your AlwaysDirect order number, which you obtain after placing an order, and inform us about your desired delivery date. The delivery of the item will be postponed accordingly.

However, since several variables, such as customer payment time, courier time and customer payment advice, are at play, we cannot always guarantee delivery of the item on a fixed date. It is recommended, therefore, that you inform us regarding the need for a delay in the delivery at the earliest. Also, ensure that you receive our confirmation on the requested delivery date.

Can I specify the date of delivery when I order an item?

Response: It is not possible for us to always guarantee a fixed delivery date as several factors are out of our control, such as customer payment time, courier time and customer payment advice, are at play. Therefore, there is a possibility that the order does not reach you on the specified delivery date, which could be a wedding date or a birthday. To avoid such delays, we strongly recommend you to place your orders at the earliest.

However, we assure you that we are always striving to process your orders at the fastest possible pace and deliver the requested items to you as early as possible.

I am living outside Australia. Can I make a purchase by credit and ask for an order to be sent to an Australian address?

Response: You might not be able to complete a purchase without an Australian credit card or Australian internet connection. Our security system can decline your credit card for such situation.

How will I receive the tax invoice for the orders I have placed?

Response: We will send you an invoice, along with the confirmation of your order, via an email after you purchased. Another way is to log onto your AlwaysDirect account and view the invoices. Through your account, you can also review the invoices related to the orders that have been placed but are still pending completion.

To do so, simply login to https://www.AlwaysDirect.com.au/login.php and log in.

Click "My Account" located on the navigation bar at the top of the screen. You can also access the My Account page via https://www.AlwaysDirect.com.au/account.php.

Once logged in, click "Order History" to view links to the previous. You can also view and print these invoices.

Is it possible that I make partial payment?

Response: As of now, partial payment is not acceptable. You will have to pay for the item in full, including the postage.

Is it possible for me to cancel my order?

Response: Currently, orders cannot be canceled once the payment is completed. Once the payment has been receive, it is placed in an automated dispatch process, which cannot be interrupted. This is why we recommend our customers to ensure that the items and their quantities are selected carefully before completing the checkout process. This would avoid any distress resulting from the placement of an incorrect order.

Also, our terms and conditions do not allow us to make a refund for an order that you have placed incorrectly or for which you have changed your mind.

However, you can cancel your order if there is a delay in the dispatch from our side.

Is it possible to change my delivery address after completing my order?

Response: Regrettably, once you have placed an order, the delivery will be made to the address you have filled in the Shipment Address field. We, therefore, request you to verify that the shipping address is accurate before you purchase an item.

I have not received any response to my email from you. Can you give me a reason?

Response: We usually reply to emails within 24 to 48 business hours of receiving a mail. If you haven’t received a response, please check the settings of your email junk folder. If you have a government email address, our email could very well have been blocked by the server.

Can I contact AlwaysDirect through any means other than email?

Response: When there are situations that warrant immediate response from us, we can be reached by phone. However, we prefer to be contacted through email, as this enables us to record every communication from you. This makes it easy for us to remember your case and offer regular service.

How do I ask a question after I made an order?

Response:  If you have any question regarding your order, the best way is to Create a Ticket. With a ticket, you would get a ticket ID number, which can be viewed in Help Desk under your account on the left navigation bar. Log in your account;

  • Click on My Order on the left navigation bar;
  • Click on Create a Ticket in the last column of the table ;
  • Have your say in the Message area.

If you need more help, you could just ring us, and quote your ticket ID number for reference, and our customer service would be pleasure to help you.

 

Products

Is it possible for me to hold an item for a period without payment?

Response: We will be unable to offer you lay-by service. As we are an online retailer, our endeavor is to keep fresh and exiting items on offer.

Is it possible for me to view an item before I place an order?

Response: Some of the products can be viewed from our Victoria warehouse. However, due to the limitation of the space, and the nature of the business, not all the products can be viewed before you buy. This is the reason why we strive to include as much information as possible in the listings of our products. However, if you still have any doubts or queries regarding an item, we would be glad to help you.

Where is additional information on a product available on your site?

Response: We make an additional effort to include extensive information on each product on our listings because the items cannot be physically viewed by you before you place an order. If you are not satisfied with the information provided on any product on its page and want to find out more, simply send us an email. We will be happy to answer all your queries at the earliest.

Can you tell me the exact color of a product/item?

Response: We employ the services of expert product photographers so that the pictures on the site show colors of the accessories as close to the original as possible, without using digital touch-up or enhancement. However, colours that you see may change based on your monitor and existing monitor settings. As a result, it is impossible for us to guarantee that the colours viewed by you on your monitor are accurate.

How can I know the dimensions and measurements of an item?

Response: Information regarding dimensions and measurements is provided clearly in the product information showed on the listings page. The information for each product is based on what we receive from the suppliers.

However, if the information specified on the website fails to satisfy you, do not hesitate to directly contact our customer service department. All you have to do is copy and paste the URL of the product page from our website. Rest assured, we will try our best to get the required information.

If the item I receive is different from the product description I read at the time of placing the order, what should I do?

Response: Our apologies if you have to ever face this situation. We will be able to resolve the issue at the earliest if you contact us immediately and provide us your order number.

Why your prices are so low?

Response: Alwaysdirect.com.au is able to offer substantially lower prices than you would find at a retail store because of the following reasons:

  1. Our products are sourced from manufacturers around the world directly.
  2. We buy products in much bigger shipments than most other retailers, such that we get better prices than our peers.
  3. We are not dependent on any intermediaries for sourcing our products.
  4. Since we sell only on the Internet, heavy overhead costs are saved.

How do I ask a question regarding a product?

Response:  If you have any enquire, just follow the following steps on the page of the product you are interested in:

  • Click on the Product Q&A tag just above Product Description;
  • Click Be the first to ask about this product button;
  • Have your say in the “Question” area.

 

Payment

Why is the name of Maccess Pty Ltd appears on my credit card bill and tax invoices?

Response: We are registered under the name of Maccess Pty Ltd, which appears on credit card bill, and the tax invoices prepared on Alwaysdirect.com.au.

Is the Alwaysdirect.com.au website secure for purchases?

Response: Yes!! Our site is 100% safe and secure. You can purchase on our site without the fear of your personal information getting into the hands of crooks. Both our website and the database, which houses the personal information of our clients, are secured via SSL technology. A padlock icon that appears at the bottom of your browser window when you enter our site’s shopping cart and checkout section indicates that information entered on that window would be encrypted and protected from unauthorized access.

What are the options for methods payment? Can I purchase without a credit card?

Response: We are quite flexible and offer you a range of payment options. You can make a purchase with the help of the following options:

  • PayPal
  • Visa
  • MasterCard
  • Bank cheque
  • Money Order
  • Direct deposit

What currency are the prices at AlwaysDirect stated in and what is your GST?

Response: The prices (including item cost and shipping expenses) mentioned across the site include the GST and is specified in Australian Dollars (AUD).

Why is my credit card payment declined?

Response: Your credit card could be declined by our system if it is not issued by an Australian Bank or if you have an international Internet connection. If you are facing such an issue, we would advise you to contact our customer service. In such a situation, we would process your order manually.

To make a purchase order on your site, do I require an Australian Business Number (ABN)?

Response: ABN is not a requirement for making a purchase at Alwaysdirect.com.au.

Could you please tell me something about PayPal?

Response: Paypal is a site to help you transfer money online in an easy and secure manner. Through this payment source, you can send cash to your loved ones across the world, pay bills, make several payments simultaneously and even shop online. At PayPal, you can fund your payments through whatever source you are comfortable with.

At PayPal, your private and financial information, such as credit card or bank account number, is never disclosed to the recipient, making it a highly favored way of paying online.

For more information about PayPal, please visit http://www.paypal.com.au

 

Shipping

By when would I receive my order?

Response: The dispatch of all orders usually happens within 1-3 business days from the date of clearance of the payment. Once orders are dispatched from our warehouse, the delivery time of Australia Post or Hunter Express will be applicable.

Most of our items are dispatched from our warehouse in Melbourne and the system specifies the expected time of arrival (ETA) at the time of checkout, on the basis of your postcode. Although we try our best to meet the ETA, it should be used only as a guide. On an average it takes up to 10 business days from the date of dispatch for an order to reach the delivery address. Please note that no dispatch or delivery is made on weekends or public holidays.

What time of the day is the delivery made? What happens to the package if I am not available at home? Is it possible for the courier to call before coming for the delivery?

Response: We deliver most of our orders through the Australia Post eParcel service and it is not possible for them to call before making a delivery. However, they leave a note in your letterbox if you are not available and retain the item at your post office. You will need to retrieve the item from the post office within one month.

We send heavier and larger items through courier services such as Hunter Express. Since it is impossible to control the delivery from other shipping services, we are unable to guarantee the date of delivery. However, if the courier service does not find you at home when it comes for delivery, it will call you to schedule the time and date to deliver the shipment to you.

We have the following shipment policy:

  • When we dispatch an order, we immediately send you a dispatching notice via email. If you fail to receive your item within the next 10 days, please inform us, so that we can provide you the tracking / consignment details of your parcel(s) from the related freight carrier.
  • Once the goods have been dispatched, it becomes the responsibility of the customer to keep a track of their parcel with Hunter Express, Australia Post eParcel or any other courier service and see if the service’s attempt to deliver their parcel has failed. If the delivery attempt by the courier service has failed, customers are responsible for contacting the courier and schedule the time for delivery at a date suitable for both.
  • In case the courier returns your parcel to us, we will not re-dispatch the parcel again until you pay the postage again. If you do not wish to repay the postage, you can cancel the order and get the full refund minus the restocking fee of $15 and the postage costs borne by us for the dispatch of the item the first time.

Some items are missing from the package I have received. Please advice what to do.

Response: In case you do not receive all the items that you have ordered within 14 days from the day of shipment, contact us without delay. We can offer you compensation after contacting the courier, in case you have bought an insurance policy. After the resolution of the matter, we can resend the order to you.

I have received an item that is different from what I had ordered. What do I do?

Response: We offer our apologies on the lapse at our dispatch department. Provide us with your order number and we will rectify our mistake at the earliest.

How much postage is required for my order?

Response: We ship products everywhere in Australia. To know the postage applicable on your order, all you have to do is to enter your 4 digit postcode while ordering a product and click the Update button. Alternately, you can press the Enter key once. This will display the postage required for that product.

How will I get to know that my parcel has been dispatched? Also, how should I keep track of my parcel?

Response: All customers of AlwaysDirect receive an e-mail informing them of the change in the status of their order at the email address registered with us. Thus, you will receive an email notification the moment your parcel is dispatched.

However, if you do not receive your parcel within 10 business days from the date of dispatch, please contact us. We will provide you the information through which you can track your parcel.

How do I track my parcel that is sent by you via Australia Post eParcel?

Response: eParcel is the Internet-enabled freight system of Australia Post. You can check the delivery status of your package sent through this service by visiting http://auspost.com.au/track/. All you need is you consignment number.

Your parcel will be delivered to you by the local parcel contractor in your area. You will have to sign on delivery. However, if the contractor does not find anyone at your home to take the delivery, he will leave a card to inform you that you can collect your package from your local post office.

Why can’t I view the current delivery status of my parcel on the website of your shipping provider through the tracking number provided by you?

Response: The shipping companies usually take about two to three business days after the dispatch date to update the delivery status of your package. If you are unable to view the status even after 3 working days, do not hesitate to contact us. We will help you to locate the parcel.

I do not wish to disclose my identity to the person for whom I have purchased an item. Can the recipient view my personal details?

Response: We acknowledge your desire for privacy and keep your personal information secure. Any information collected by us will only be used to service you better and perform our business as a goods supplier. We will not reveal your information unless it is required by law and authorized by you.

Please check our Privacy Policy to understand how we preserve your privacy and manage your private data.

For further information, please contact us.

My order is currently tagged as “Partially Shipped”. What does that indicate?

Response: The ‘partially shipped’ status indicates that although some items ordered by you have been shipped, others are still awaiting dispatch. This is very common and can happen if you have pre-ordered some items. We will dispatch the items that are available with us and ship the pre-order items when our stock gets replenished.

I want to change the address specified for delivery on my order. How do I get this done?

Response: You can change the delivery address for your order only till the item has not been dispatched. To change the delivery address, log in to the My Account section. Once in your account, select “Order History” and click the “Edit shipping address” link. You can now update your address.

However, you will need to change the address of the entire order. We will be unable to ship items specified in a single order to multiple destinations. Moreover, you cannot change your destination address after your order has been marked under the “packing” or “dispatched” stage.

Another point to note is that the address reflected against your email tax invoice is your billing address, not your delivery address.

Is there a way in which I can know the day when my order was sent?

Response: After dispatching your order, we will send you an email informing you of the details through which you can keep track of the delivery over the internet. Since every item is dispatched separately and given a specific tracking number, you will receive separate mails for all items in your order list. Through these dispatch details, you can track the status of the delivery via the My Account section.

  • At the top of any page on Alwaysdirect.com.au, click "My Account." Ensure that you are logged in to proceed further.
  • Click "View Order History."
  • Select the order that you need to track.
  • Click the desired tracking ID, displayed at the top of the next page, to view the status.

Your delivery status will not be visible immediately after the dispatch. You need to wait for a minimum of 48 hours for the tracking site to reflect your items, as there might be a delay in scanning the items. If you want to know the status earlier and if the item has been dispatched through Australia Post, you can call directly on 13 13 18 and mention your eParcel tracking number. If TNT has been used to send your item, you can contact the courier firm on 13 11 50.

You can also call us directly, if you have any query regarding your dispatched order.

Does Alwaysdirect offer combine shipping service?

Response:

As we have different products in different warehouses, the postage might not be combined if the products you ordered come from different warehouses. However, if all the products you ordered are from one warehouse, the postage would be combined small products.

For the exact postage, please check during the Checkout process.

 

Newsletters

Is there a newsletter of yours to which I can subscribe?

Response: Yes. All you need to do is to fill in your billing address and email address in the "Subscribe Newsletters" segment on our website. We will send you the latest newsletter every week.

How can I subscribe to your newsletters?

Response: Newsletters are regularly sent out for our latest AlwaysDirect products and promotions. In order to subscribe, you simply need to go to this link: https://www.AlwaysDirect.com.au/factory/newsletters and enter your email address there.

What do I need to do to unsubscribe from the AlwaysDirect newsletter?

Response: Follow the steps given below in case you counter any problem in unsubscribing:

  1. Check your most recent AlwaysDirect email newsletter and verify the exact email address to which the newsletter is being sent.

        2.   Once your email address is verified, go to the unsubscribe page located at http://www.AlwaysDirect.com.au/factory/newsletters/unsubscribe and unsubscribe again.

 

My Account

How can I view my current and past orders details?

Response: For viewing the details of your current and past orders:

What do I do if I forget my password?

Response: In case you forget your password, simply click on the "Password forgotten? Click Here" button given on the login page on our website. Clicking on this tab will take you to https://www.AlwaysDirect.com.au/password_forgotten.php. Now, follow the instructions given on that. 

I can't into my AlwaysDirect account

Response: This problem might be due to a problem with your keyboard. Remember that both your email address and password are CASE SENSITIVE. We have also found that most of the times, customers punch in the wrong e-mail address when they register with us.

How can I register for a new account if I am a new user?

Response: In order to register for a new account, you need to click on: https://www.AlwaysDirect.com.au/account.php. You then need to fill in the required fields on this page and click on the “submit” tab.

How can the email address on my account be changed?

Response: You can change the email address on your account by logging in to your account and clicking on the "My Account" tab on the top navigation bar. When you have entered "My Account" click on "View or change my account information." You will get a form that will allow you to change your email address on our system. In case you have already logged in go to: https://www.AlwaysDirect.com.au/account.php to get the form. You can log into your account and change the details yourself. If you have already changed your email address kindly contact us, advise us of your previous email address and we will change it for you.

How can my account’s password be changed?

Response: Follow the steps given below to change your password: 

  1. Login to your account.
  2. Select "My Account", placed at the top navigation bar
  3. Click on "Change my Password" and change your password.

In case you come across any difficulty in logging in, follow this link:
https://www.AlwaysDirect.com.au/password_forgotten.php

How can my account information be updated?

You can update your account information by going to "My Account" and logging in with your email address and password.

 

Warranty & Return Plicy

Our Commitment 

Alwaysdirect.com.au aims at providing great value deals that are within your budget while, at the same time, giving you a pleasurable and satisfactory shopping experience.

In case a product or service fails to satisfy you, do give us feedback so that your problem can be resolved and the future service quality is improved for all customers.

All our customers are treated as individuals and in a fair and open-minded way. Our devoted Customer Service team focuses on giving the best possible solution for you and your business.

Can an item be replaced in case of packaging damages during transit?

Response: About packaging damages during transit, the truth is that packaging damage is not included in the warranty. We would appreciate your understanding in this regard.

There are various factors and occasions due to which in-transit packaging damages are beyond our control. In case, shipping insurance is purchased by you, the carrier would be contacted by us on your behalf and compensation will be finalized or your order will be resent when the issue is resolved.

If you notice any damage to your goods within 24 hours of receiving delivery please notify AlwaysDirect immediately. Evidence of damage will be required i.e. photographs.

How do I reclaim warranty in cases where my product, which is still under warranty, is not working?

Response: You would need to first contact us and describe the problem in detail. Also, a photograph of the defective parts and your order number have to be submitted. You will receive a response from us within 48 hours and best efforts will be put in to resolve your difficulty. Usually, customers are provided a number of options for defective products, such as replacement parts can be sent without any extra cost, customers can exchange the product, or they can opt for a refund in case we run out of stock.

In case I sell or give the product to someone else, can the warranty be transferred to them?

Response: The warranty cannot be transferred as it is non-transferable. You being our customer, the warranty can be covered only for you. However, the person to whom you have transferred the product may claim the warranty through you and we will cover the warranty if the product is still with you.

Can a refund be granted to me in case I’ve changed my mind about a product? What are the fees involved?

Response: If for any other reason you need to return an item please email the AlwaysDirect customer service team within 5 business days of receiving delivery. 

If your goods remain boxed and unopened you may return them within 14 days for a full refund. A collection fee of $30 or the amount of your delivery fee if it was greater than $30 will apply. 

If your goods have been unboxed but otherwise are as new (have not been used at all) a 20% restocking fee (20% of your purchase price) will apply. AlwaysDirect does not deal with factory seconds, damaged or open goods and charges restocking fees to cover return costs. A collection fee of $30 or the amount of your delivery fee if it was greater than $30 will apply.

What is the process to be followed while returning products?

Response: The following steps need to be followed in order to return a product:

  1. Email us your order number and the reason for the return.
  2. You will be issued a Return Form by our customer service representative. Make sure that this Return Form is attached with your return package. It will help us to process your return swiftly.
  3. You may need to go to the post office to send certain products. Our courier may also be sent to your place to pick up some of bigger products.
  4. Once we receive your return product, a replacement unit or refund will be sent to you.

Who bears the postage costs of a returned product?

Response: You will find a Return to Base Warranty attached with all our products. This means that the postage cost for returning the product is borne by the customer, while the cost of returning it is paid by us.

What else should I know about Warranty and Return?

Response: We will organise for your return goods to be collected unless you have other plan confirmed with our customer service team (by emails). Goods are usually collected within 3 business days. 

You as the customer have a duty of care for the product whilst it is in your possession. If products are damaged by you and subsequently returned, a charge will be made to repair the product to its original condition. Please be aware that where repair is not economically viable no refund will be made.

All refunds will be issued when goods have arrived back to an AlwaysDirect nominated warehouse and have been inspected by a member of our team.

Refunds will be made by the same method that you have used for the purchase.

We are unable to accept return of any goods that you have attempted to install or have used.

 

Resellers & Drop Shipping

Is it okay to use the AlwaysDirect site to resell items to my customers?

Response: We offer you a reseller / dropshipping service without any additional cost. Through this service, you can sell items to any individual or business without an Australian Business Number (ABN). To use this facility, you do not require a separate website or login. You can use your existing login with us to dropship items to your customers. All you need to do is to register like a normal customer at AlwaysDirect via https://www.alwaysdirect.com.au/login.php.

You should then e-mail us your registered details, including name and address, so that we can set up your profile, which generally takes us 1-2 working days. 

After your profile has been set up, you can start placing orders on our site. While discounts are applicable on some items automatically, we are open to negotiating on discounts with customers who order large quantities.

Since we understand your requirements, we

  • Do not attach pricing or invoice information on your package. All this information is emailed to you.
  • Have added a feature to include multiple addresses. You can change the shipment address for each order you place on our site. This saves you time, since you do not have to enter the address again for any repeat order.

The tax invoice emailed to you acts as proof of purchase and helps in warranty claims, when required. However, since warranty is non-transferable, you must directly make the claims.

One thing that you must remember is that we cannot guarantee availability of all items on our list at all times. If you are running your business by purchasing at eBay auctions and reselling the bought items to your customers, we would advice you to avoid running large auctions. Moreover, we always advice you to sell products that are on the "buy it now" listings, as there is no guarantee of a product going out of stock.

We value strong relationships between our and your businesses.

Is it okay if I use product images and descriptions provided at AlwaysDirect to resell/dropship items?

Response: Since we wish you to be successful in your business endeavor, as we have been, we have no issues with you using our product images and descriptions while reselling / dropshipping items.

We value strong relationships between our and your businesses and wish you all the luck in the business.

 

Suppliers

For all supplier enquiries, please send your emails to info@alwaysdirect.com.au, or contact us via http://alwaysdirect.com.au/contacts.

 

Website Technical Issues

Why are my AlwaysDirect user name and password shown as invalid?

Response: We advise you to double check your email address and password, since our system is case sensitive. If you are still not able to log in, please contact us.

How can the quantity in my cart be altered or a product be removed all together?

Response: With the help of the AlwaysDirect shopping cart you can alter the number of products in your shopping cart, as well as remove a product completely from your shopping cart.

In order to alter the number of products in your cart, just change the number and click the Update Shopping Cart button (a blue icon) so that the page is refreshed and the cart is updated with the correct quantity of products you intend to buy.

In case you wish to remove a product completely from your cart, you need to press the "Remove" button (rubbish bin icon) given on the left of the product. The product will be removed from your cart.

How to find my order number?

Response: Once you buy a product, an order confirmation e-mail will be sent to you. In the e-mail the invoice reference number is your order number.

Additionally, you can log in to your account and review the orders placed by you. This can be done by:

Logging in to the website: https://www.AlwaysDirect.com.au/login.php

Clicking on the "My Account" tab located on the top navigation bar: (https://www.AlwaysDirect.com.au/account.php.)

After opening "My Account," you would see your order history under “RECENT ORDERS”.

 

Privacy Statement

AlwaysDirect.com.au is subject to the National Privacy Principles under the Australian Privacy Act 1988 (as amended by the Privacy Amendment (Private Sector) Act 2000). This Privacy Policy explains in general terms how we protect the privacy of your personal information under the National Privacy Principles. It will apply to any personal information you provide to us when registering with us.

1. What information do we collect from you?  

Our Site collects two types of information about its visitors: Personally Identifiable Information and Non-Personally Identifiable Information. Our primary goal in collecting information from you is to provide you with efficient and effective service while using our Site.

Personally Identifiable Information: This refers to information that specifically identifies who you are. We request Personally Identifiable Information when you order a product or service, register, fill out surveys, or correspond with us. This information might include your name, mailing address, telephone number or e-mail address.

Non-Personally Identifiable Information: This refers to information that does not by itself identify a specific individual. We gather this information each time you access our Site. This information, compiled and analyzed on both a personal and an aggregated basis, may include the Uniform Resource Locator ("URL") of the web site you visited just prior to accessing our Site, the URL you go to after leaving our Site, what browser you are using, and your Internet Protocol ("IP") address. A URL is the global address of documents and other resources on the World Wide Web. An IP address is an identifier for a computer or device on a Transmission Control Protocol/Internet Protocol ("TCP/IP") network, such as the World Wide Web. Networks use the TCP/IP protocol to route information based on the IP address of the destination. In other words, an IP address is a number that is automatically assigned to your computer whenever you are surfing the Web, allowing Web servers to locate and identify your computer. Computers require IP addresses in order for users to communicate on the Internet, browse and shop.

2. How do we use the information that we receive from you?  

Our primary goal in collecting personal information from our customers and other visitors to our Site is to provide those customers and visitors with a superior customized online experience. We use customer contact information to provide faster, more effective warranty service, to contact prior purchasers and inform them of the status of their online orders or returns, and to send promotional e-mails about products and services that may be of interest to them.

We may also perform statistical analyses of aggregate customer behavior. For instance, we may analyze which pages on our Site receive the most visitors or how long visitors spend reviewing those pages when visiting the Site. This allows us to measure relative customer interest in the various areas of our Site. We then use that information to improve the content of our Site, to enhance your experience when visiting the Site, to customize the content and/or layout of the Site's pages, and to provide the services required by our individual customers.

3. With whom do we share your information?  

Your personal information may be disclosed to third parties for the purpose for which the information was collected or for related purposes, for instance, to complete a transaction on your behalf or provide you with a product that you purchased. We engage third party contractors to perform services for us which involves the contractor handling personal information we hold. For example, we currently engage third party contractors to:

  • Deliver products purchased from this website
  • Provide electronic funds transfer services, credit card account processing and related services

In these situations, the third party contractor is strictly prohibited from using any personal information about you except for the specific purpose for which we have supplied. We may also disclose your personal information to various law enforcement agencies and governments around the world for security, customs and immigration purposes. Other than the above, we will not disclose your personal information without your consent unless disclosure is either necessary to prevent a threat to life or health, authorized or required by law, reasonably necessary to enforce the law or necessary to investigate a suspected unlawful activity.

4. Resolving Your Concerns  

If you wish to gain access to your personal information, have a complaint about a breach of your privacy or you have any query on how your personal information is collected or used please forward your request, complaint or query to the address below. We will respond to your query or complaint as soon as possible.

  • Post: The Privacy Officer, PO BOX 4223, Dandenong South, VIC 3175

 Alternatively, you may contact us via http://alwaysdirect.com.au/contacts/ to lodge.

5. Privacy Policy changes.  

This Privacy Policy may be amended as our business requirements or the law changes. Any changes to this Privacy Statement will be updated on www.AlwaysDirect.com.au, so please visit this page periodically to ensure that you have our most current privacy statement.

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