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Do you accept orders by phone, fax, email or by air mail letters?
OpenPallet accepts all major credit cards via the secure eWAY payment gateway online. In addition, we are in the process of adding the PayPal system to our payment procedure. Unfortunately, at this stage we do not accept payments by cheque. Please call and speak to an OpenPallet representative on 1300 413 011 and they can explain the different methods of payment.
If I have mistakenly placed a duplicate order. What should I do?
Use the Contact Us feature on the website or call 1300 413 011 to alert one of our OpenPallet representatives of your situation. If notified in time, we will void the additional order for you as long as it has not yet been posted. If the duplicate order has been posted, then contact our customer service section and they will advise you what to do.
How can I check my OpenPallet order status online?
In order to check your order status, you must first Register with OpenPallet. One registered, users can Log In to their OpenPallet account using their unique email address and password associated with your OpenPallet order. Once inside your account page, click on the order in question and you will be shown the status of that order.
Can I change, remove or add items from my order after it has been submitted?
You will need to first cancel your order, and then re-submit it correctly. To cancel an order after it has been submitted, log In to your account, click on the order, then click cancel next to the appropriate item. It should be noted however that once our warehouse has shipped the order, products cannot be added or cancelled.
How long does it normally take to process an order?
Normally it will not take us more than 2 working days to get an order ready for delivery. Final delivery will be determined by your selected postage method (eParcel or Express Post) and destination. Please refer to the Postage section for more information.
What happens if an item is out of stock?
Not all products listed on our site are immediately available for delivery. OpenPallet tries to accurately estimate stock requirements on a product by product basis, occasionally however we will be short on stock for various reasons. When this occurs we will offer you the option to cancel the order and receive a full refund.
What payment methods does OpenPallet accept?
OpenPallet accepts all major credit cards as provided by the eWAY payment gateway online. In addition, we are in the process of adding the PayPal system to our payment procedure. Please call and speak to an OpenPallet representative on 1300 413 011 and they will walk you through the different payment options.
Account Information
How can I log in to my OpenPallet account?
You can log in to your account by selecting either the Log In or My Account links, both of which are located in the top right hand corner of the website. Once on the login screen simply enter the email address and password associated with your account. Please note that you must first Register with OpenPallet to open a free account before you can log in and manage your account.
How can I retrieve my password?
If you have forgotten your password click on the Forgot Your Password link which is on the Log In page. Enter your email address associated with your OpenPallet account and we will email you your password.
Do I have to open an account before I can order from OpenPallet?
Yes. When you open your account, we collect all your contact details in order to allow us to fill your order, and to communicate with you. Before confirming your order, you will have the opportunity to review the product order form and make changes and additions to the information as it pertains to your account. Alternatively, you can call us on 1300 413 011 if you wish to pay by cheque. An OpenPallet representative will be able to take down your details for you and process your order.
Is the OpenPallet website secure? What types of security features are utilized to safeguard my information?
All credit card transactions and order processing are handled by established and reputable third party banking, processing agents and distribution institutions. They receive only the information needed to verify and authorize your credit card or other payment information or to process and ship your order. Your account information is kept on a secure server. All of the customer data we collect is protected against unauthorized access by accepted security measures. We do not store any credit card information on our servers, which is why you must enter it every time you place an order with us. We do this to give you maximum security when you deal with us.
What can I use my OpenPallet account for?
Your OpenPallet account allows you to:
• Proceed through checkout faster when making a purchase
• Check the status of orders
• View past orders
• Make changes to your account information
• Change your password
• Store alternative addresses (for shipping to multiple family members and friends!)
Contact
What is the best way to contact OpenPallet?
The easiest way to contact OpenPallet is to call us on 1300 413 011 and speak with one of our customer representatives. Alternatively, you may also choose to email customer service directly at info@openpallet.com.
What information do I need to provide when I email OpenPallet?
When contacting OpenPallet regarding an order or simply a query, please provide either the order number, your email or your full company name. If you are looking for information regarding a specific product please provide the manufacturer name and model number and the specifications, material and finish that you require.
Does OpenPallet have a retail outlet or warehouse where I can physically pick-up my merchandise?
Not at this time. Sorry all orders have to be placed online and delivered from our various warehouses.
Postage
What are the OpenPallet postage rates and policies?
Please refer to our postage rates and policies on the Customer Service page.
Does OpenPallet deliver to P.O. Boxes?
Sorry, we cannot ensure final delivery to P.O. Boxes.
When can I expect delivery of my OpenPallet order?
There are currently two methods of delivery available for you to choose from. Their estimated delivery times are displayed below:
eParcel Post: 4 – 7 days Australia-wide
Express Post: 2 – 4 days Australia-wide
Are all items delivered via the same method?
OpenPallet delivers all goods either via eParcel or Express Post. Both of which are services provided by Australia Post.
How do I track my order?
You can check your order status online by logging in to your account at OpenPallet. From this screen click on the order number that you would like to track, this will take you to the order screen which references your tracking information.
Why was my order sent in multiple packages?
OpenPallet may decide to package your items separately due to weight or size concerns. The most common reason why multiple boxes are used for a single order is that the ordered items are located in different warehouses.
What do I do if my products arrive damaged?
Please call us immediately on 1300 413 011 if any of your goods are delivered damaged. Please provide the OpenPallet representative with as much information as possible so they can start a damage claim with the postal company and deliver a new product to you as soon as possible.
Returns
How do I return an order or product?
Before returning a product, please make sure that your return satisfies the requirements of our Returns Policy. To return a product, either call or email one of the OpenPallet representatives on 1300 413 011 or info@openpallet.com. The Return Policy can be found on the Customer Service page.
What is the return policy for OpenPallet products?
OpenPallet has an extensive and fair Return Policy. We offer 30 days to return an item that is unused and resalable as we understand that contractors, plumbers and building projects can be delayed and designs / specifications changed. For more information please refer to the Customer Service page where you can review the OpenPallet Returns Policy.
Is it mandatory to have prior authorisation before returning a product to OpenPallet.com?
Yes. OpenPallet cannot accept returns without prior authorization. Please call or email us on 1300 413 011 or info@openpallet.com to discuss your returns.
What address should I send my return to?
OpenPallet
Attn: Returns Department
Suite 106
4/58 High Street,
Toowong QLD, 2066
Can I exchange my product for a different product?
Sorry, OpenPallet can only replace an item, not change it In order to receive a different item a new order would need to be placed for that item and refund elected for on the returned item.
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
Once the returned items have been received, inspected, and approved, it takes us approximately three working days to process a credit back to your credit card and 2-3 working days for this to appear on your statement.
Does OpenPallet pay the return postage cost for defective merchandise?
Yes. OpenPallet will pay the postage costs to have defective items delivered back to us, on the condition that we fully accept that the products are determined to be defective according to manufacturer specifications.
How do refunds/credits work?
If you request a refund, your original method of payment will be credited as soon as possible after your return is processed and approved. If you have any questions regarding refunds please feel free to contact one of the OpenPallet representatives on 1300 413 011 or email us at info@openpallet.com.
How is a refund/credit applied?
A refund/credit can only be applied to the original method of payment.
My order was cancelled. Can it be reinstated?
Unfortunately, if OpenPallet cancels your order, it cannot be reinstated. You can always re-order the products or, if you have specific questions about your cancelled order, you can Contact Us on 1300 413 011 or email us at info@openpallet.com.
How do I change the shipping address for an order I’ve already placed?
If you need to change the shipping address after you place an order, you’ll need to contact OpenPallet.com directly. Please call 1300 413 011 to speak to one of our represetatives directly, or feel free to email us at info@openpallet.com.
Can I delete things from my purchase history?
Sorry no not at this time, you cannot edit or delete items from your purchase history. We hope this section of your account will serve as a useful record of all your online purchases.
How do I request a refund or cancel an order?
If you need to cancel an order or request a refund, you should contact OpenPallet directly. Please call 1300 413 011 to speak to one of our represetatives directly, or feel free to email us at info@openpallet.com.
What is a Card Verification Code?
A Card Verification Code, or CVC, is a number that provides extra security to credit and debit card holders, in case an unauthorized person gets a hold of your account number. CVCs are one way to make sure someone has the actual card in his or her possession. The CVC on American Express cards is four digits, and is located on the front of the card, on the right
Can't Find What You Are Looking For?
If you have a question that we have not answered in this guide please Contact Us and we would be happy to help you answer that question.