Whatever happens to your order, you can contact us via [email protected]. It is important to provide us with your email and telephone number, order number, or tracking number so we can check the status of your order.
2. When will my order be shipped out?
Once we receive your order, we will process it in the same day and send out on the second day from Monday to Friday. Any orders placed on Saturday's will be sent out together with Sunday’s orders.
3. What shipping methods do you offer?
We use Australia Post/Direct Freight Express to ship your orders. Each shipping method will be based on the size and quantity of the items ordered.
4. What is the estimated delivery time?
We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse processes your order the same business day. It is then picked, packed, and dispatched. Please note delivery times vary depending on your location and the possible courier screening that the package goes through. Our standard delivery times (2-7 business days) are estimates and may vary due to external factors outside of Costway AU, and our courier’s, control. These factors may include but are not limited to, extreme weather conditions and technical failures.
5. How do I cancel my order?
Please send the cancel request to [email protected] on the same day that the order was placed. Our team will cancel the order for you freely. But if the order has already been shipped out, we would request $25 as a recall fee. Please refer to the Return Policy for additional information.
6. What if I don't receive my order?
Please contact the carrier to see if they have delivered the item to the right address. Meanwhile, we also recommend sending us your phone number so we can put a claim against the carrier to search for your package. Generally, the search result should take one week.
7. What if I have received a damaged order?
Please send the photos of any damaged item with the valid order information. Our customer service team will respond to you within 24 hours and help you resolve any problems.
8. When can I expect a refund debited to my account once I return the item?
Once you are authorized to return an item back to us, please pay close attention to the return tracking number. Once the item is delivered to our warehouse, please send a request for a refund to [email protected] and we will issue you the refund in 3-7 business days.
9. What is the warranty of my item?
All items come with a guaranteed 3-month warranty from the date of purchase. We will cover any cost occurred due to item quality issues.
10. How do I return the item?
If you received any defective items, you can contact us for a full refund. Most of our products can be returned within 30 days of purchase provided they are in sellable condition with original packaging, tags and a receipt. When your purchase fails to meet your expectations provided they are in sensible condition (items in original packaging, manufacturer's tags attached, undamaged) we request that the shipping cost must be paid by you in order for Costway to process your refund.
11. Is that possible for me to order replacement parts from you?
Normally we don’t sell parts individually. If your order is under warranty, we will send replacement parts to you without any charge providing if we have the parts available. If your order has extended its warranty date, we advise you to order any additional parts or replacements from your local hardware store.
12. What if I can’t pay by credit card?
If you are unable to make the payment by credit card, alternatively we suggest using a bank debt card or Paypal to finish the order.
13. Will an invoice be included in my package?
There will be no invoice in your package. If you want to request an invoice, please contact our customer service for a screenshot of your order details.
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