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EXTAC AUSTRALIA's Customer Service Policy

  EXTAC AUSTRALIA is committed to providing exceptional customer service and quality products.  We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within two(2) business days to arrange an agreeable alternative item, a backorder or a full refund. If you have any queries regarding delivery timeframes, or any other enquiries about your order, please contact Customer Service

Order Status

How do I change quantities or cancel an item in my order?

Click the "My Account" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click the "My Account" link at the top right hand side of our site to track your order.

My order never arrived.

Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

An item is missing from my shipment.

Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

My product is missing parts.

Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship your item(s) out to you. If you have any queries regarding backorders, please Contact Us

My Account

How do I create an account?

1) Click the "My Account" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account" link at the top right hand side of our site to edit your account information.

How much will I pay for shipping?

Shipping is automatically calculated through Australia Post and can vary depending on the weight of your item(s) and the location is it getting sent to. To find out how much your shipping charges will be, simply add items to your cart and proceed to the Checkout page where you will be offered either Australia Post Regular Parcel or Australia Post Express Post Parcel as your shipping options.

I forgot my password.

Click the "My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

How do I return my product?

Please click here for more information on returning an item.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is your return policy?

Please see our Terms & Conditions for complete details regarding our return policy.

When will my order ship?

After placing your order, you may click the "My Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24 hours of shipment. If you have any queries regarding when your order will ship, please contact customer service.

Shipping & Delivery Policy

International Shipping

Generally we do not ship outside Australia as our website is for Australian customers. If you have any inquiries about international shipping, please Contact Us

EXTAC AUSTRALIA'S Shipping and Delivery Policy

We ship our products Australia wide using Australia Post. Shipping costs are influenced by the size and weight of the product and also your location. Exact shipping costs are calculated in the shopping cart and will be added to your order total before checkout. Orders are usually dispatched within 2-7 business days and shipping times are estimated at between 3-7 business days depending on your location within Australia. If you have any questions regarding shipping costs or delivery timeframes, please Contact Us

How can I pay for my order?

Payment methods we accept include- Paypal, Mastercard, Visa and Direct Bank Deposit.

If you have any questions regarding payment methods, please contact customer service.

Customer Privacy Policy

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

When purchasing from EXTAC AUSTRALIA your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the current industry standard and is approximated to take at least one trillion years to break. 128-bit SSL (secure sockets layer) encryption technology offers the highest level protection in Internet security. If you have any questions regarding our security policy, please Contact Us for further information.

Pricing Policy

EXTAC AUSTRALIA'S Pricing Policy

All of our prices are in Australian dollars (AUD). Product prices may be updated when price changes are received from our suppliers. If you find a cheaper advertised price somewhere else, please email us with the details of the supplier together with prices of the product required and we will endeavour to provide you with a more competitive price.

I have a question regarding my charges.

Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the "My Account" link at the top right hand side of our site to print invoices.

If I have been granted a refund, when will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

If I place an order using my credit card, when will my credit card be charged?

Your credit card will be charged within 24 hours after your order has been placed through our website. If you have any queries regarding this, please email us.

Buyer's Guide

How do I buy/redeem a gift certificate?

To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here.

How do I find products you sell?

To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I use a coupon?

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

Additional Support

How do I contact you?

Please click here for our company contact information.