Frequently Asked Questions

Browse our products, select any required options or variants, add the item to your cart and proceed through our secure online checkout.

Once your payment has been successfully processed, an order confirmation will be sent to the email address provided during checkout.

Orders should be placed only through our official website: www.ozbuyzstore.com.au

Yes. An order confirmation will be sent to your nominated email address after your order and payment have been successfully received.

If you cannot find the confirmation email, please check your spam or junk folder.

Please include your full name and the email address used during checkout.

Contact us immediately if you need to change:

• The product ordered.
• The selected colour, size or variant.
• The delivery address.
• The recipient’s contact details.
• Any other order information.

Please include your full name, order number and the exact change required.

We will make reasonable efforts to assist, but changes cannot be guaranteed once an order has entered warehouse processing, has been packed or has been dispatched.

You may request a cancellation before the order has entered warehouse processing or been dispatched.

Include your full name, order number and cancellation request.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible.

If the parcel has already been dispatched, courier redirection, return-to-sender, return delivery and applicable change-of-mind fees may apply.

Contact us immediately if you notice an error in your delivery address.

Please provide:

• Your order number.
• The incorrect address.
• The complete corrected address.
• The recipient’s full name and mobile number.

We cannot guarantee an address change once the order has entered warehouse processing or has been dispatched.

Additional courier, redirection, return-to-sender or redelivery charges may apply where incorrect or incomplete delivery information has been provided.

For payment security and accurate order processing, orders should be completed through our official website.

Our team can assist through WhatsApp or email with:

• Product questions.
• Delivery enquiries.
• Checkout assistance.
• Order updates.
• Compatibility or sizing questions.

Do not send full card details through email, WhatsApp or any messaging platform.

Ozbuyz Store currently operates as an Australian online retail store.

Orders are dispatched through our network of Australian warehouse and fulfilment locations and delivered directly to customers.

Warehouse pickup and customer collection are not available unless Ozbuyz Store has expressly confirmed otherwise in writing.

Yes. Products sold by Ozbuyz Store are brand new.

Yes. Ozbuyz Store delivers to eligible residential and commercial addresses throughout Australia.

Some products may not be deliverable to certain remote, regional or restricted postcodes because of:

• Courier limitations.
• Product weight or dimensions.
• Warehouse coverage.
• Road or property access.
• Specialised freight requirements.

Delivery availability may vary between products.

Most orders are prepared for dispatch within approximately one to two business days after:

• Full payment has been received.
• Any required payment or security checks have been completed.
• Complete delivery information has been provided.

Dispatch timeframes are estimates and may vary depending on the product, warehouse and current order volume.

Orders are generally not dispatched on weekends or public holidays.

Most orders are expected to arrive within approximately three to five business days after dispatch, unless another timeframe is stated on the product page or in your dispatch notification.

Regional, remote, bulky or specialised freight deliveries may take longer.

Delivery timeframes are estimates and may be affected by:

• Courier delays.
• Public holidays.
• Severe weather.
• Natural disasters.
• Road closures.
• Peak shopping periods.
• Warehouse or transport disruptions.

No. The estimated delivery timeframe begins after your order has been dispatched.

Warehouse processing and dispatch time are separate from the courier’s transit timeframe.

We cannot guarantee delivery on a specific date or at a specific time unless a guaranteed delivery service has been expressly offered and confirmed.

Courier tracking will provide the most recent estimated delivery information.

We work with a network of established Australian courier and freight providers, which may include:

• Australia Post.
• StarTrack.
• Aramex.
• Allied Express.
• Border Express.
• CouriersPlease.
• Direct Freight Express.
• Hunter Express.
• Sendle.
• FedEx Express Australia.
• Team Global Express.
• Other approved specialist delivery providers.

The courier is selected according to:

• The product.
• Warehouse location.
• Parcel dimensions and weight.
• Delivery postcode.
• Courier availability.

Customers generally cannot select a specific courier.

Yes. Tracking information will normally be sent by email or SMS after your order has been dispatched.

Tracking may take up to 24–48 hours after dispatch to become active in the courier’s system.

Please provide your order number and delivery postcode.

Yes. Products may be dispatched from different Australian warehouse locations.

You may receive:

• More than one parcel.
• Multiple tracking numbers.
• Parcels on different days.
• Deliveries from different couriers.

A partial delivery does not necessarily mean that the remaining products are missing.

Delivery to PO Boxes and Parcel Lockers is available only where:

• The product is suitable for postal delivery.
• The assigned courier supports the address type.
• The parcel meets applicable size and weight restrictions.

Many bulky-item and courier deliveries require a complete physical street address.

We may contact you for an alternative delivery address if the address provided cannot be serviced.

Depending on the courier and delivery service, the driver may:

• Leave the parcel in a safe location.
• Leave a missed-delivery card.
• Send an email or SMS notification.
• Take the parcel to a Post Office or collection point.
• Return the parcel to a courier depot.
• Provide instructions for collection or redelivery.

Customers are responsible for following the courier’s instructions and collecting or rescheduling the parcel within the required timeframe.

Additional redelivery, storage or return-to-sender charges may apply.

Some couriers provide an Authority to Leave service.

Where available, the courier may leave the parcel in a reasonably safe location. The courier may refuse to leave the parcel where:

• No suitable safe location is available.
• A signature is required.
• The parcel is too large.
• Access is restricted.
• The driver considers it unsafe.

Where you expressly authorise a parcel to be left unattended, responsibility may pass to you after the courier records the parcel as delivered at the authorised location, subject to your rights under the Australian Consumer Law.

If a product cannot be delivered to your postcode, we may:

• Request an alternative delivery address.
• Offer a suitable alternative product.
• Cancel the affected product.
• Refund the affected product and its associated delivery charge.

We will contact you using the information provided with your order.

Send us the product link and delivery postcode.

Check the courier tracking information for the latest update.

If tracking has not updated for an extended period or your order is significantly overdue, contact us with your order number and delivery postcode.

We may lodge an investigation with the courier. Courier investigations can take several business days.

Please check:

• Around entrances, garages, gates and other safe locations.
• With other household members.
• With neighbours.
• With reception or building-management staff.
• Any courier delivery photograph or notification.
• The courier’s tracking page.

Please provide your order number, delivery address and tracking number.

We may request that the courier investigate the delivery.

Contact us promptly and provide:

• Your order number.
• A description of the damage.
• Clear photographs or video of the product.
• Photographs of the external packaging.
• Photographs of the internal packaging.
• A photograph of the shipping label.
• Details of any missing parts.

Please retain the product and all packaging while the matter is being assessed. Do not return or dispose of the product unless instructed by Ozbuyz Store.

No. Ozbuyz Store currently operates through a delivery-only model.

Warehouse pickup or customer collection is not available unless expressly confirmed by Ozbuyz Store in writing.

Ozbuyz Store currently delivers only to eligible Australian addresses unless international delivery has been expressly confirmed before an order is placed.

Ozbuyz Store offers 14-day change-of-mind returns on eligible products, subject to the conditions in our Warranty, Refund and Returns Policy.

This voluntary return option is provided in addition to your rights under the Australian Consumer Law.

An eligible product may be returned where the request is submitted within 14 calendar days after delivery.

The product must generally be:

• Unused.
• Unassembled.
• Uninstalled.
• Unopened and in its original sealed packaging.
• Complete with all parts, manuals and accessories.
• Undamaged.
• Suitable for resale.

Some products are excluded from change-of-mind returns for health, hygiene, safety or product-specific reasons.

Unless expressly stated otherwise, change-of-mind returns may not be accepted for:

• Health, hygiene or safety-related products.
• Personal-use products where hygiene may be affected after opening.
• Opened products.
• Used, assembled or installed products.
• Modified or damaged products.
• Incomplete products.
• Bulk or commercial-quantity purchases.
• Pallet orders.
• Custom-made or personalised products.
• Specially ordered products.
• Products clearly identified as excluded from change-of-mind returns.

These exclusions do not affect your rights where a product is faulty, unsafe, damaged or not as described.

Where a change-of-mind return is approved:

• Return postage may apply.
• A 10% restocking fee may apply.
• Any applicable courier or return-to-sender charges may be deducted.

Change-of-mind fees do not apply where a customer is entitled to a remedy for a faulty product under the Australian Consumer Law.

Email: support@ozbuyzstore.com.au

Please provide:

• Your full name.
• Your order number.
• The product you wish to return.
• The reason for the return.
• Clear photographs or video showing its condition.
• Confirmation that all packaging, parts and accessories are included.

Do not return the product until you have received written approval and the correct return instructions.

No. Do not return an item to the sender’s address, courier depot, warehouse, supplier or manufacturer unless Ozbuyz Store has specifically instructed you to do so.

Products are dispatched from multiple warehouse locations, and the correct return address may be different from the address printed on the parcel.

Approved refunds will normally begin processing after the returned product has been:

• Received.
• Inspected.
• Confirmed as meeting the applicable return conditions.

Refunds are ordinarily issued to the original payment method.

The time required for the funds to appear in your account depends on your bank, card issuer or payment provider.

A change-of-mind return may be refused where the product has been:

• Opened.
• Used.
• Assembled.
• Installed.
• Modified.
• Damaged.
• Returned without all parts or accessories.
• Returned in a condition unsuitable for resale.

These restrictions do not affect your Australian Consumer Law rights where the product is faulty, unsafe or not as described.

Refusing delivery because you no longer want the product may be treated as a change-of-mind return.

Return-to-sender, courier and restocking fees may apply.

Stop using the product if continuing to use it may be unsafe or could cause further damage.

Contact us and provide:

• Your order number.
• A clear description of the fault.
• Clear photographs or video demonstrating the issue.
• The product name or SKU.
• Details of the affected component.
• A photograph of the relevant instruction-manual section, where applicable.

We may request additional information or troubleshooting before determining the appropriate remedy.

Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include:

• Troubleshooting assistance.
• A missing component or spare part.
• Repair.
• Replacement.
• An alternative product with your agreement.
• A partial refund.
• A full refund.

Each claim is assessed according to the nature and seriousness of the issue.

No. The 14-day period relates to eligible change-of-mind returns.

It does not replace or limit your rights under the Australian Consumer Law.

Customers should report faults, damage or missing components as soon as reasonably possible so that the matter can be assessed efficiently.

Where the product is confirmed to have a fault covered by the Australian Consumer Law, Ozbuyz Store will provide or reimburse reasonable approved return costs where required.

For large, heavy or difficult-to-transport products, we may arrange collection or another reasonable assessment method.

Please follow our return instructions and retain any postage receipts.

Contact us promptly and provide:

• Your order number.
• A photograph of the product received.
• A photograph of the shipping label.
• A photograph showing the product packaging, barcode or SKU.

Do not return the product until you receive instructions from Ozbuyz Store.

Contact us with your order number and clear information identifying the missing component.

Where possible, include:

• Photographs of the product.
• Photographs of the packaging.
• A photograph of the instruction manual with the missing component identified.
• The component or part number, where available.

Once the claim has been validated and the required component is available, we will arrange dispatch as soon as reasonably practicable.

No. Do not dispose of, dismantle, permanently modify or return the product until Ozbuyz Store has assessed the claim and provided instructions.

We may need the product, packaging or affected component to be inspected.

Most products sold by Ozbuyz Store include a minimum 12-month warranty against manufacturing faults and defects.

Some products may include a longer or different warranty period. Where applicable, the relevant warranty period will be stated on the product page or supplied documentation.

All products also come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Unless expressly stated otherwise, the voluntary warranty period begins on the date the product is delivered.

Subject to the Australian Consumer Law, the additional warranty generally does not cover:

• Normal wear and tear.
• Accidental damage.
• Misuse, neglect or abuse.
• Improper assembly or installation.
• Unauthorised modifications.
• Failure to follow the product instructions.
• Inadequate maintenance or care.
• Damage limited to external packaging.
• Commercial use of a product intended for domestic use.
• Damage caused by incompatible accessories or components.

These exclusions do not restrict rights that cannot be excluded under the Australian Consumer Law.

Email: support@ozbuyzstore.com.au

Include:

• Your full name.
• Your order number.
• The product name or SKU.
• A description of the issue.
• Clear photographs or video.
• Details of the requested outcome.

Do not dispose of, dismantle or return the product until the claim has been assessed and instructions have been provided.

Available payment options may include:

• Visa.
• Mastercard.
• American Express.
• PayPal.
• Apple Pay.
• Google Pay.
• Shop Pay.
• Other payment methods displayed during checkout.

The payment options available may depend on your device, browser and checkout location.

Yes. Payments are processed securely through Shopify and authorised payment providers using encrypted technology.

Ozbuyz Store does not directly store your complete card details.

Payment is generally processed when you complete checkout.

Your order will not be prepared for dispatch until payment has been successfully received and any required verification checks have been completed.

Only payment methods displayed during checkout can be used unless Ozbuyz Store has expressly approved another payment arrangement in writing.

A payment may be declined because of:

• Incorrect card information.
• Insufficient funds.
• An expired card.
• A bank security restriction.
• A billing-address mismatch.
• A payment-provider verification issue.

Please contact your bank or payment provider if your payment continues to be declined.

Do not send card numbers or sensitive payment information through WhatsApp.

We make reasonable efforts to display products accurately.

Slight differences may occur because of:

• Screen and monitor settings.
• Lighting conditions.
• Product photography.
• Manufacturing updates.
• Natural material variations.
• Minor differences between production batches.

Please refer to the written specifications, dimensions, colour description and included components before purchasing.

Only the products, parts and accessories expressly listed in the product description or package contents are included.

Decorations, furniture, electronic devices and other staging items shown in lifestyle images may not be included.

Product dimensions are usually displayed within the product description, specifications or package-content section.

Please review all measurements carefully before ordering, particularly for:

• Furniture.
• Appliances.
• Storage products.
• Exercise equipment.
• Outdoor products.
• Bulky items.

Yes. Contact our team with:

• The product name.
• SKU, where available.
• Product-page link.
• Your question.
• Your delivery postcode where the question concerns shipping.

We recommend confirming important compatibility, sizing, access, installation and delivery requirements before ordering.

Yes. Unless expressly stated otherwise, prices displayed on the Ozbuyz Store website are in Australian dollars.

Ozbuyz Store
Website: www.ozbuyzstore.com.au
Email: support@ozbuyzstore.com.au
WhatsApp: +61 451 869 784
Phone: +61 451 869 784
ABN: 85 666 385 619

Customer support hours: 7 days a week, 9:00am – 5:00pm AEST.

Our customer support team is available 7 days a week, 9:00am – 5:00pm AEST, including weekends.

Our online store is open 24/7, so you can browse and place orders at any time, any day.

WhatsApp and email messages can be sent at any time. We reply during support hours.

Please use WhatsApp for urgent or time-sensitive matters, including:

• Order cancellations.
• Delivery-address corrections.
• Order-detail changes.
• Checkout problems.
• Urgent tracking concerns.
• Parcels marked as delivered but not received.
• Incorrect products.
• Products delivered damaged.
• Immediate product-safety concerns.
• Return requests close to the 14-day deadline.

Please include your full name and order number in your message.

Email is recommended for matters requiring detailed information or attachments, including:

• Warranty claims.
• Return applications.
• Refund enquiries.
• Detailed product concerns.
• High-resolution photographs or videos.
• Documents and supporting evidence.
• Non-urgent general enquiries.

Our customer support team is available 7 days a week, 9:00am – 5:00pm AEST.

We aim to respond as soon as reasonably possible, generally within one to two days.

Response times may be longer during:

• Public holidays.
• Major sale events.
• Peak shopping periods.
• Periods of unusually high enquiry volume.

Messages received outside support hours are answered once the team is next available. Urgent enquiries should be sent through WhatsApp.

To help us assist you efficiently, include:

• Your full name.
• Your order number, where applicable.
• The email address used to place the order.
• The product name or SKU.
• A clear description of your question or concern.
• Relevant photographs or video.
• Your delivery postcode for shipping enquiries.

Please review the complete policies available on the Ozbuyz Store website, including:

• Shipping and Delivery Policy
• Warranty, Refund and Returns Policy
• Privacy Policy
• Terms and Conditions

These policies contain the complete conditions applicable to purchases made through Ozbuyz Store.