Shipping & Returns Policy
We ship nationally from our premises in Brisbane. We select the best shipping option we have available for each order which varies according to destination and weight. To find out the shipping charges that apply to you, simply add the items to your shopping cart and the full cost will be calculated and displayed in the cart summary (top left of screen) and in the order summary, both before you make any payment. It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter the wrong address, we are not obligated to re-send the order to the correct address at our expense.
Deliveries will be made during normal business hours, please be sure that someone will be available on site to receive the goods. We nor the carrier are responsible for any parcels after they have been delivered.
The products that Raws Parts Online sells to workshops must be fit for all the purposes for which it was sold, according to the vehicle evidence package sold by ADR Automotive Engineering Pty Ltd. If a product you buy from us is faulty, wrongly described, different from a sample shown, does not do what we said it would do, please contact us so that we can try to address the issue. If you are not happy after the initial inspection of your order please contact us within 5 working days of delivery at [email protected].
Shipping & Returns FAQs:
How do I know my order is shipped?
Once your order is confirmed by email it is processed and despatched with an invoice. Your address is attached to the packaging and either collected from us personally by the carriers or posted via Australia Post. We will email you a shipping confirmation email containing what you ordered, where it is going to as well as the tracking number (if applicable) and a link to the carrier's site.
Please note: We do not ship orders on Saturday or Sunday. Any order placed on Saturday, Sunday or a Brisbane public holiday will be shipped on the next business day.
How will my order be shipped?
We understand the need to get your order to you as quickly and safely as possible. The carrier is determined by weight and destination. The following serves as a general guide only:
· Parcels under 3kg to capital cities will be sent Star Track Express with a consignment number.
· Parcels under 3kg to areas not in capital cities or to a post office box address will be sent Express Post with a consignment number.
· Parcels over 3kg and less than 5kg to capital cities will be sent Star Track Express with a consignment number.
· Parcels between 5kg and 50kg will be sent Couriers Please with a consignment number.
As soon as your order is dispatched we will email you a shipping confirmation email with the tracking number and a link to the carrier's site. Please note the number may not be traceable for up to 8 hours.
How long will it take for my order to arrive?*
This will depend on stock availability, the carrier used and the destination. Please allow up to two days for your order to be processed. Orders may be processed the same day however this will depend on the size of the order and the quantity of orders in the queue.
Should you require an urgent delivery this will attract a premium of $20 and the order must be received prior to midday on the requested day of despatch. Please note that all care will be taken to have your parcel sent on the day however this will not necessarily guarantee next day delivery.
Some items which are uncommonly used may not be readily available and will need to be ordered in advance of the time required. Please note that a bracket can take up to 3 or 4 weeks to manufacture and despatch. Especially if you wish to make a large order it is advise able to order in advance. Please email your request to [email protected]
*Please note this is a guideline only. There may be issues around your order which could cause further delays. If this is the case, we will notify you ASAP.
What happens if my items get lost in the mail?
The first thing to do is contact the carrier your order was sent with and quote your tracking number that was sent to you in your confirmation email. If your items are unable to be located by the carrier, we will lodge an enquiry from our end. Please contact [email protected] should you have any queries on this.
What happens if an item is missing from my order?
Sometimes, orders can be sent in multiple satchels as they may have not fit in just one. Please contact our Customer Service Department to check if this is the case. If in the rare chance we have missed an item off your order we will arrange to have a replacement sent as soon as possible. Please note that this must be requested within 7 days of the delivery. If an item is not in stock, this will be placed on backorder. We will ship the remainder of your order immediately and ship the balance when it becomes available (with no additional shipping charges). Some items which are uncommonly used may not be readily available and will need to be ordered in advance of the time required. Please note that a bracket can take up to 3 or 4 weeks to manufacture and despatch. Especially if you wish to make a large order it is advisable to order in advance. Please call 07 3279 7700 or email your request to [email protected]
What happens if I receive an incorrect item?
If you receive an incorrect item on your order, please contact us [email protected] as soon as possible and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.
Do you deliver to PO Box Address?
Yes, generally only for orders less than 3 kg.