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FAQ

FAQ

For FAQs on Water Features click here

General

Q. Do you have a Showroom or Store to view your products?

DIY Mega Store can offer discounted pricing by minimising Overheads which traditional retailer stores cannot. Therefore we do not have a Retail Store to view our products. However, you are welcome to visit our Showroom in East Keilor, Melbourne. Address is in our Contact Us page. Please note that we do not display all our online products.

Q. What is the best way to contact DIY Mega Store?

The best way to contact us is via email or call 1300 238 288.

If you have a sales, order, or product enquiry and cannot get us via above details, click here to contact us.

Q. Where are you located?

DIY Mega Store is an online business with our headquarters based in Melbourne, Victoria and is 100% Australian owned and operated.

Q. What Guarantee do I have that my ordered product will perform as displayed on the website?

If a Product has a minor defect, we will provide a repair or offer you a replacement or a refund. If a Product has a major defect, you are entitled to:

  • reject the goods and receive a refund
  • reject the goods and receive an identical replacement, or one of similar value if reasonably available, or
  • keep the goods and receive compensation for the drop in value caused by the problem.
  • If you think that a Product is defective on receiving your order you should contact us(click here) for assistance within seven (7) days from date of purchase. A photo may be requested to assist with the assessment of your claim. Where a Product is defective and needs to be replaced or repaired, return shipping will be arranged at the expense of DIY Mega Store. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.

Payment and Ordering

Q. Do you allow pickup of orders?

As all our products are stored in our warehouse or third party warehouses, due to Occupational Health & Safety reasons, our warehouses do not allow for pick-ups. As such, all DIYMegaStore.com.au products are for delivery only. Exceptional circumstances will be considered however, please contact us and obtain formal approval prior.

Q. Do I receive a Tax Invoice with my Orders?

On placement of order, you will receive an Order confirmation which is your Invoice. A packing slip will be attached with your delivery.

Q. What method of payment do you accept?

  • We accept credit cards Visa, Mastercard and also the convenient option of Paypal.

Be advised that payment must be received before your order are processed.

 

Delivery

Q. How can I track my Order Status?

When your order has been despatched, you will be sent a confirmation email with your specific Tracking number to trace the status of your order.

Our freight forwarder website will provide a date of anticipated arrival but cannot provide a specific time or phone you prior to delivery, as from time to time they may face unexpected delays beyond their control.

Where possible, we recommend using a work address or an address where there will be someone present to sign off the delivery.

Q. Does my order include shipping insurance?

No, your orders do not include shipping insurance. This is an option which you can take up. See 'Shipping Information' for details.

Q. Do your online prices include delivery?

No, not all product prices include freight costs. See 'Shipping Information' for details.

Q. Do you deliver to PO Box addresses?

For easy tracking and safety, we use a nationwide courier company for our deliveries.

They are unable to deliver to PO Boxes so please ensure you can provide a physical address.

Q. How long does it take for the delivery of my order? 

 METRO destinations – 2-3 days REGIONAL destinations – 5-10 days. It may be longer around Public Holiday periods.

Deliveries are executed Mon-Fri during business hours.

Q. Do I need to assist the driver to unload on large bulky items?

Limitation of delivery by freight company is to the door, at the drivers discretion they may assist you in hand unloading your consignment but are not required to.

If you do not have the resources to unload the delivery please let us know in advance so we can find an alternate freight company (extra charges may apply).

Q. What falls into 'Metro' delivery destinations?

Receiver's postcode is serviced by our freight forwarder’s Sydney, Adelaide, Brisbane, Perth, Hobart, Launceston, Canberra depots and falls within their metro network of service.

If you are unsure please request clarification from us prior to ordering.

Q. What falls into Regional delivery destinations?

Any suburbs that require on-forwarding, use of third party transporting or is serviced by a satellite depot are considered regional areas.

If you are unsure please request clarification from us prior to ordering.

Q. Do you make Weekend deliveries?

Weekend deliveries are only available for local Metro Melbourne customers and limited to Bulky items only and on Saturdays. We do not deliver Sundays. Pre booking is required (weekend surcharge may apply).

 

Warranty and Returns

Q. What is your standard product warranty period?

DIY Mega Store products have varying manufacturer warranty periods and are subject to specific manufacturer's warranty conditions. Where possible this will be shown under each product’s description box. Please also see our standard 'Terms and Conditions'.

Q. If my DIY Mega Store product needs to be repaired under warranty, who will cover the freight costs?

DIY Mega Store will cover freight costs to send your repaired or replaced product back to you however, you will be required to send the item back to us first.

Q. Can I return my order if I change my mind?

Within 7 days from date the order is despatched, should you change your mind about a purchase or have made an incorrect choice, we will provide you with an online store credit or a refund, less freight. We can only offer this after the product is returned to us and accepted by us to be in original condition. Freight costs to send back to DIY Mega Store will be by the customer. Please see also, our 'Terms and Conditions'.

 

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