- Customer Service - FAQ
Choose The Right Product
- There are no questions too silly!
Check Status of OrderIf you'd like to check on the status of your order, you can log into your account (if you have one with us) or contact us via our contact form or by phone, and we will be glad to assist you.
If you already have a PayPal account, you can definitely use it to pay for your order! Opt to pay with Paypal during checkout, and you will be redirected to the PayPal website when you've placed your order.
The clearing times of PayPal payments may vary – If your credit card is linked to your PayPal account, payment should be instant. Otherwise, if your bank account is linked to your PayPal, then payment normal takes 1-3 working days to clear.
We recommend that you have all the correct details on your PayPal account as the accounts department will pick up the details and relate it back to your order.
We accept Visa, Mastercard, and American Express, and do not apply any surcharge for any of our credit cards. Payments via credit card are instantaneous, which means that once your order has been made, it gets processed immediately.
If you are using an international (non-Australian) credit card / are making an order while out of Australia, we recommend that you put in the recipient's Australian address and notify us of your order. Our system may pick up an overseas payment and regard it as a 'risky' transaction. However you can give us a call and we can put through the payment for you and ensure that your order gets processed.
You can pay for your order via bank deposit. Simply put through the order and select bank deposit at checkout, and our account details will be displayed. You will also receive an email confirmation with regards to your order, with the bank details included again for your reference. You will be asked to put your order number as the transaction reference so that we can easily identify your payment. Bank deposits usually take 1-3 working days to clear, and we will process your order once payment is confirmed.
We generally do not accept lay-bys. However, we can make exceptions based on requests. Do give us a call and we'll do our best to see what we can organise for you!
Government Agencies's Orders
We are currently only accepting government agencies's orders on a case to case basis. To find out more, please contact us.
Cheque or money order
Unfortunately, we do not accept any cheques or money orders.
Can I use different details for payment and delivery?
Yes, you can. During the checkout process, you can choose to put in different details for billing and for delivery. However, do note that the invoice will still be shipped out with the order, unless requested otherwise.
Order Confirmation & InvoiceOnce you've ordered your product, you will receive an order confirmation email. As part of our eco-friendly initiative, we will email you a digital invoice with the tracking number once the order has been shipped. Click here to view a sample invoice.
Pick UpIf you'd like to arrange for a pick up, you can definitely do so at our warehouse based in Croydon South, Victoria. Always give us a call first to check if your item is available in the warehouse.
What does it mean when it says, "ships in...days"When it says "Ships in ... business days", it refers to the actual number of business days leading up to the actual dispatch date from our warehouse to you, and not the number of business days before you will receive it. This usually appears when the item in question is not physically in stock with us, which means that we have to order it in from the supplier.
The total delivery time for your order is calculated from the time your order is processed until the time you receive it. The diagram below shows how the Total Delivery Time is broken down into pre-ship processing time and shipping time.
Pre-Ship Processing Time is the time it takes from when you submit your order to when the product leaves the warehouse. This time is needed for products that are shipped directly from the manufacturers to our distribution facilities. The manufacturers need this time to fulfill your order and in some cases, custom build the product.
Shipping time is measured from when your order leaves our warehouse to when it arrives at your home or office.
Shipping times vary depending on the item that you order and your location. The following is a guideline of estimated delivery times for our items:
1-3 business days for metro areas
3-5 business days for country areas
3-5 business days for metro areas
4-7 business days for country areas
Our delivery partners (AAE, Star Track, AusPost)We send our products out via AAE courier for deliveries Australia-wide, and AusPost e-parcel express delivery for metro Melbourne.
Some items may be dropshipped directly from suppliers instead of from us, and most of these use Star Track Express road freight.
What if I'm not available to collect my parcel?The courier service will attempt delivery to the door, and if you're not available, they will leave a card for you to then pick up the item from a depot or post office in your area.
All parcels (except bubblewrap) require a signature on delivery.
If you would like your parcel left without a signature, please email us as firstname.lastname@example.org with your name and order number.
Calculating Shipping CostShipping costs vary depending on your delivery address as well as the item you order.
You can calculate your shipping cost using our very simple 'Shipping Calculator', which is present on all our product pages and also when you view your shopping cart. Simply pop in your state and postal code into the form, and it will estimate the shipping costs for you!
International ShippingUnfortunately, we do not accept international orders except on a case to case basis. Please contact us to find out more.
What happens if my order is return to sender?If your parcel is marked as return to sender due to incorrect address, refusal, not known at address, or similar, an extra fee of $10.00 will be incurred. You will also have to pay for the shipping fee as well if you still want the item to be sent.
Lodging a ReturnTo lodge a return with us, you must first contact our support team. If a return is applicable, a unique Return Merchandise Authorisation (RMA) number will be issued to you, and our support team will give you all the details you require to complete the return.
Once the RMA is issued, customers have 14 days to return the product back to our office. If nothing is received within that time, the return case will be closed.
Please note that any returns sent to our office without an RMA number will not be processed. Therefore, it is extremely important that you speak to our support team and get an RMA number issued to you before returning a product.
How do I know it is safe to shop with you?We're a registered business in Australia (our ABN is 68 131 981 087) recognised by the business and online retail industry. We are a real company with real people, constantly doing our best to provide you with the best service possible.
To provide you with the safest shopping experience possible, we constantly review and improve our online security systems: Our online secure checkout is protected by Extended Validation (EV) SSL with 256-bit Encryption , which means that any information exchanged with any address beginning with https is encrypted before transmission, ensuring that your information is secure and not leaked to third parties.
If you have any questions, feel free to give us a call or email us! We're always happy to answer any questions you have.
How do I learn more about the OZHut company?
Do you have a shop?Yes, we do have a retail store located in Croydon South, Victoria with selected items on display, however we are predominantly an online retailer, please give us a call before you decide to come to ensure that we have something that you're interested in on display or in stock.
If you are coming for advice and just to have a look, we do have a wide range of optics on display, and a few other bits and pieces from our stores, however it's not possible to have every single telescope on display. If it's not a telescope you are wanting to look at, and we do have it in stock, we are more than happy to get it from the warehouse for you to have a look at.
What is the difference between "In Stock" and "Available"?There are two statuses for all our available products.
If a product page states that the item is “In Stock”, it means that the item is physically in our warehouse and ready to ship out the next business day.
A product page that states the item as “Available”, means that the item is not currently stocked in the warehouse, but is available from our supplier. For these items, there will be a short lead time before it gets sent out to you.
The item I want is out of stock, what happens now?There are several options available that you can consider. You can opt to switch to another similar product that is available, or to put the item on backorder. We also offer store credit or full refunds.
How can I update my email address?If you have an account with us, you can update your details by logging in to your account and changing it there. Otherwise, you can contact us and we can change your email address in our system for you.