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, Fastway or Hunter Express will be applicable.
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 can take up to 10 business days from the date of dispatch for an order to reach the delivery address (not including remote areas). 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 & Fastway 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 or TNT. 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 to delivery, it will leave a card. You then can contact them to arrange a 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 with 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 (20% or $15 whichever is greater) 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. If you have bought the postage insurance, after the carrier provides 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 with the information through which you can track your parcel(s).
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 your consignment number.
Your parcel will be delivered to you by the local parcel contractor in your area. You may not need to sign on delivery because Australia Post now offers Safe Drop service. However, if the contractor does not find anyone at your home to take the delivery, nor can he find a safe place to leave the parcel, 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.
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, please contact us immediately.
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 emails 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.
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, we will pass the saving back to you with the postage combined. Our postage calculating system has been designed to meet the requirements.
For the exact postage of different items, please check during the Checkout process.