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1. How do I place an order?
We have three simple steps for ordering:
i) You will need to login - New users, you may register as a member for free.
ii) Browse through our product catalogue and when you see a product(s) you wish to purchase, simply click the "Add to Cart" button.
iii) When you have finished your shopping, click on the "Checkout" button located on the top right of the page or at the bottom of your shopping cart. The website will then lead you though the process of providing delivery and payment details.
2. What payment methods do you accept?
We accept Visa and MasterCard on our website through Pay Pal or alternatively you can email our sales team with your details for a bank deposit or money order.
3. How do I get my Tax invoice?
Once your payment has been confirmed by us, the order confirmation email that you receive when you make an order is a valid Australian Tax Invoice. If you have lost your invoice we will be happy to email you a new one.
4. Can I cancel or change my order once the order is confirmed?
You can cancel or change your order before you submit the payment. Usually we process your order once the payment has been confirmed. Please email us as soon as possible if you wish to cancel or change your order and our friendly staff will try and do their best to accommodate your changes.
5. How do I check my order status?
Once we have confirmed your payment, we will dispatch your order within 2 - 4 working days and an email confirming this will be sent to the billing email address.
The tracking information will be sent to your billing email address upon request.
6. What happens if the product I wish to order is out of stock?
Customer will be notified by email within 2 working days if the product is out of stock.
7. Is your site safe for using credit card?
Rocktools.com.au uses advanced encryption and state-of-the-art SSL (Secure Sockets Layer) so you can be assured that your information will be protected from any unauthorized usage. You can also be assured that your confidential information will remain confidential.
8. How long does it take to confirm my payment?
If you pay by PayPal, we will be able to confirm your payment immediately and we will dispatch your order within 2 - 4 business day. Money orders, bank cheque and bank deposit will only be confirmed once they are received and credited to our account.
9. Do your prices include GST?
Yes, all our prices are GST included.
10. Is Lay-by or finance available?
Sorry, we do not provide Lay-by or finance services. All our products have to be paid in full.
11. What should I do if my order arrived incomplete?
In the unlikely event of your order being incomplete please contact us with your order number. We will try to resolve it as soon as possible.
12. Are parcels covered by transit insurance?
No, all delivery shipments are not insured. If you would like to insure your shipment please Contact Us.
13. Do you deliver to anywhere within Australia?
We deliver Australia wide including residential, business and PO BOX addresses.
14. Do you ship internationally?
No, sorry but at the moment we do not ship internationally.
15. Do you provide combine shipping service?
Yes, its $10 per order, it does not matter how small or big the order is our shipping is a flat rate. Those interested in tracking and registering their post have the option to do so by paying an extra $10 to enable the facility.
16. Do you have a newsletter that I can subscribe to in order to receive exclusive member only specials etc & do you have a showroom or store where i can view the entire range of products?
Yes, please input your email address in the “E Newsletter” section on the left side on the home page. RockTools is an internet business and for that reason we do not have a showroom or a store to view our products. By eliminating these overheads we are able to offer prices far lower than traditional retailers.
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