FAQ

Shipping and Delivery

Q: When will my order be shipped?
A: We ship fast! Orders placed before 1pm AEST on business days will normally leave the same day or within 24hr-48hrs. We do not despatch over the weekend. For further information on shipping check our policy here.

Q: How long does it take for my order to arrive?
A: Orders shipped straight from our warehouse usually take around 2-7 business days, depending on your location. Please note, that we cannot guarantee orders to arrive by a specific date.

Q: Can you ship Express?
A: We can ship Express for Omega and Excalibur appliances, parts and accessories.

Q: How can I track my order?
A: Once your order has been shipped, you can find your tracking number in your account, under Order Details.

Q: What happens if I have entered an incorrect/incomplete delivery address?
A: Please make sure, you have entered the correct address including street name, post code etc. If you are in an office building or similar ensure you have provided your business name, unit number etc. to avoid the parcel being returned to us due to insufficient information. If an item gets lost due to an incorrect/incomplete address, we can unfortunately not refund you. If an item gets returned to us due to an incorrect/incomplete address, we can resend the item for an additional fee to cover our return fee and extra postage.

Q: Can my order be left at my address if I am not home?
A: Our orders are sent with ‘No Authority to Leave’, but you can add delivery instructions to your order at your own risk. When an ‘Authority to leave’ was requested, we cannot be liable if the item went missing, got damaged or stolen.

Q: What happens if my order has gone missing?
A: During busy seasons it can sometimes take longer than expected for your order to arrive. If the parcel is overdue for three business days, please get in touch with us and we can lodge an investigation with the courier. If you have provided an incorrect address, the item will eventually be returned to us and we can resend it for a small charge. If you have selected ‘Authority to leave’ at checkout, we are sorry, but there is nothing we can do.

Q: What if my order arrives damaged or faulty?
A: Please get in touch with us within 3 business days from receipt if there is anything not quite right with your order. Please provide photos of the damage with your email. After this time, we are sorry, but we cannot accept any claims for damaged or faulty items.

Q: I did not receive what I ordered, or my order is incomplete?
A: If the order is incomplete, it might have been sent in different parcels, please check on your tracking. If this is not the case, please get in touch with us within 3 business days from receipt via email and we will guide you through the process. After this time, we cannot accept any claims for missing items.

Orders

Q: What are your payment options?
A: We offer secure payment options via Mastercard or Visa Card & PayPal. We also offer AfterPay and ZipPay allowing you to purchase today and paying your order off over a number of instalments over several weeks.

Q: How do I know my order was successful?
A: Once you have completed your order and placed it, you will receive an email confirmation. If you do not receive an order confirmation, please check you have provided a valid email address and get in touch via our contact form.

Q: How can I get a discount?
A: Our newsletters will always keep you up to date with our latest specials and discount codes. Sign up now to not miss out.

Q: Can I use my coupon on a sale?
A: We are sorry, but coupons cannot be used on Sale Items.

Q: How do I use my coupon?
A: If you have a coupon, simply enter it at checkout in the coupon box and apply it to your order. If you forget to enter it, we can unfortunately not add it once the order is completed, but you can use it for another order.

Q: I have missed out on a special – what now?
A: Sales prices are only valid during the specified time and specific terms and conditions apply. We cannot change the date of your order to apply a special that is upcoming or has passed. If an item on special is out of stock, please send us an email and we will assess this on an individual basis.

Returns and Refunds

Q: What is your policy regarding returns, refunds and exchanges? 
A: Our policies are in line with the ACL and can be found here.

Q: I have changed my mind; can I return the item?  
A: We get it, sometimes circumstances change, and you may not need the item anymore. Providing you have not opened the package; send it back to us within 14 days of receipt and we receive the package within 30 days of receipt, we will refund you (minus shipping and fees). For terms and conditions check out or Refund Policy.
Please note: Sale Items cannot be returned for refund, credit or exchange.

Q: How do I avoid making the wrong choice?
A: We have lots of information available to help you choosing the right product and avoiding costly disappointment. Check out our blog on choosing the right Omega juicer here. If you have a specific function in mind and cannot find the answer on our website, we ask you to send an email to our team to ensure the machine is up to the task.

Q: How do I return an item? 
A: If an item has to be returned for any reason, please get in touch via our contact form to receive a Return Authorisation first. One of our team members will then guide you through the process. Please check for time frames here.

  

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