Customer Service
We know that once you have placed an online order, the most important thing to you is to get what you ordered, in the condition you would expect it to arrive, as soon as possible. The following outlines the Payment Options we offer and our Shipping & Delivery, Returns & Replacement policies and the steps we take to protect the security of your information.
Payment Options
We accept the following methods of payment;
- Visa
- MasterCard
- American Express
- PayPal
Shipping & Delivery
Delivery charges are on a per case basis and a minimum delivery of one case (or part thereof) applies.
Orders are despatched Monday to Friday. If we are in stock of your items at time of picking, we aim to dispatch your order the next business day.
If you are not at the delivery address at the time of delivery, an ‘Article Awaiting’ card will be left in your mailbox. This card will advise you of the next steps required to obtain delivery of your order. Your order will not be left with persons under the age of 18 years (proof of age may be required).
Unfortunately, we cannot guarantee or provide a day of the week or time of day for delivery.
Depending upon where you have deliveries usually take between 3 to 10 days
Returns & Replacements
If you made the wrong choice
In the situation that your order arrives and you feel that you have made the wrong choice we ask that you please notify us within 24 hours of its arrival. We will allow exchange or replacement of the goods with other products on our website, permitting the goods are returned in their original condition and show no evidence of tampering or damage.
Our customer service team follows a process whereby goods are returned by the buyer and - once received and inspected - the replacement of goods will be approved. Delivery charges will be quoted and these will be paid by the customer as part of the replacement shipping.
Damaged or Incorrect Goods
While we will always take great care in the packaging and transportation of all orders we do recognise that mistakes can happen and orders can be damaged in transit or we may make a mistake with your order.
If you do receive damaged or incorrect goods, we ask that you contact us via email (customerservice@reservoirrange.com.au) within 24 hours of the order arriving. We will then contact you to request that you return the damaged goods in their original packaging to us - return postage is to be paid by the buyer, and will be reimbursed upon receipt of damaged goods to our warehouse. A replacement product will then be dispatched immediately.
Security of your information
We use a third party payment processor (eWAY) and third party delivery agents (Australia Post and select courier companies) to ensure the payment and delivery of your purchased goods. In the course of our business we may need to disclose personal information to these parties, however, they have no authority to use your personal information for any promotional purposes.
We take the security of our customers’ information very seriously and utilise some of the most advanced technology available today for Internet security purposes. When you are accessing our site we use industry standard Secure Socket Layer (SSL) technology, your information is protected with both server authentication and data encryption, and this ensures the security of your personal information and credit card details. Your credit card details are used for the sole purpose of processing your order and not stored in our system.