Frequently Asked Questions
General
How to order?
1. Go to the item page of the product that you would like to order.
2. Select the quantity of items that you would like to order and click “Add to Cart”
3. Click "Check Out" in the pop up window.
4. In the new page, please fill in your information (Email, Name, Shipping address) and then click "Continue to Shipping Method"
5. Click "Continue to payment method" on the next screen.
6. Then fill in your payment information and click "complete order" to finish the transaction
How do I know you got my order?
We have integrated software that informs our sales team & warehouse staff that an online order has been placed. We won't miss your order!
How can I contact you?
Call us on 07 3399 6199 OR 1800 108 900 or use our contact us page to fill out a form.
What if I want a product that isnt online?
We have a huge range of suppliers so we most likely will see if we can source it for you. If you have a special request, please contact us.
Shipping & Delivery
How do I track my shipping?
We will update you with a tracking number shortly after you have confirmed your purchase.
How long will my order take?
Depending if your item isn't on back-order. You can expect us to ship in stock items within 24 hours of your purchase. We cannot be certain on postage services time-frames. However, most items arrive in 3-10 working days Australia Wide.
Do you ship internationally?
Yes, we ship internationally.
My order hasn't came yet?
Please allow 7-10 working days for in stock items to arrive. After 10 business day's check the tracking of your package with the tracking number supplied. If you still cant locate your order, contact us to rectify.
You will be notified of a new delivery estimate if your item was not in stock via Email.
Refunds
What is your refund policy?
We will accept return of merchandise PROVIDING THE GOODS ARE IN A SALEABLE CONDITION and notification is made within 7 days of receipt. We will Issue Credit to your account or Credit Card in Australian dollars once proof of purchase is obtained via the customer.
QWS reserves the right to charge a restocking fee of $15 for goods returned, with a value less than or equal to $100, or 15% of goods over $100 in value. For unwanted merchandise the cost of return shipping shall be the responsibility of the customer.
How do I ship a product back to you?
You will be responsible for paying for your own shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
My item came damaged or was wrong
We will, upon your request, replace any merchandise that is received in damaged condition or as a result of a picking error. An additional invoice will be raised for the replacement goods, and the original invoice will be credited once QWS has received credit from our supplier or our chosen transport company - depending on who bears the responsibility of the damage or error in question.
Should the delivery of the goods have been made by a shipping company of your choice, then the matter will need to be taken up by your company - with that shipper, for expense claims that arise from such. No material will be accepted or replacements issued without prior approval to return such merchandise. Filing of claims will be our responsibility.
Exchanges
We only replace items if they are defective or damaged.
If you need to exchange it for the same item, please contact our customer support team