FAQ

Q How will my order be sent?

A  All of our orders are sent out with TOLL. We’re usually pretty quick and most orders will dispatch the following business day after your order is placed. Delivery takes 2-7 business days to arrive in most areas, although rural areas may take a little longer. All parcels are sent by TOLL and require a signature on delivery, so if there’s nobody home to receive your order a card will be left and you will need to collect your parcel.

Q  Can I get a discount for ordering in bulk?

A Unfortunately we do not offer discounts for large orders. Our products are only sold by Rosmech, and are not available wholesale.

Q  Can I place my order over the phone?

A Yes, we’d love to hear from you! The number to call is 08 8182 777, and we’re open from 8am until 5pm Mon-Fri (Adelaide time).

Q What do I do if there’s something wrong with my order?

A  Rosmech have a friendly and knowledgeable team on hand to help with any order queries, so please drop us an email (sales@rosmech.com.au) or give us a call on 08 8182 7777 and we’ll do everything we can to sort things out.

Q  How can I return something for an exchange or refund?

A  If you’re not completely happy with any item then please get in touch on 08 8182 7777 or via email to sales@rosmech.com.au.

Rosmech are not required to provide a refund or replacement if you change your mind but you can choose a refund or exchange if an item has a major problem*. This is when the item has a problem that would have stopped someone from buying the item if they had known about it, is unsafe or is significantly different from the sample or description, doesn’t do what we said it would, or what you asked for and can’t be easily fixed.  If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase – e.g. your receipt/tax invoice.

Replacements and refunds

You can ask for a replacement or refund if the problem with the product is major.

Replaced products must be of an identical type to the product originally supplied. Refunds will be the same amount you have already paid, provided in the same form as your original payment.

Rosmech may take into account how much time has passed since you bought the product considering the following factors:

• type of product
• how a you are likely to use the product
• the length of time for which it is reasonable for the product to be used
• the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable

*What is a major problem?

A product or good has a major problem when:

• it has a problem that would have stopped someone from buying it if they’d known about it
• it is significantly different from the sample or description
• it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
• it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
• it is unsafe.

You are entitled to return a product if you believe that there is a problem. You are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem, so keep your receipt/invoice.

Q  What if I want to make a change to my order?

A There is only a very short time after your order is placed when changes may be possible, so it’s best to call us straight away on 08 8182 7777 if you’d like to make a change. We’ll do our best to help, but we’re usually very quick at picking and packing your orders, so please try to make sure you’ve got everything you need before you check out.

Q  How do I know that your site is secure?

A Our website uses Extended Validation (EV) SSL, the most advanced level of encryption available, so you know that your data is safe and secure. Rosmech does not hold any credit card data whatsoever. Steve I am only presuming is the case????? If not do not put this in! When you come to the part of checkout that deals with payment you will be diverted to our payment provider. If you choose to pay by phone instead, you can rest assured that Rosmech do not hold credit card details.

Q  How will I know if my order has processed correctly?

A We’ll send you an email as soon as your order has been placed to let you know that we’ve received it and are ready to start preparing your parcel. Once your order has been dispatched, we’ll send you a second email, so you know your goodies are on the way, followed by your tracking details.

Q  How can I track my delivery?

A All of our orders are trackable; however the tracking number is not automated at this stage and is processed manually by one of our team.  If you would like to track your order, please contact us on 08 8182 777. and we’ll track your parcel for you.

Q How much does delivery cost?

A All shipping estimates are from when payment is received by Rosmech. Estimates are based on TOLL shipping times.

AUSTRALIA POST TRANSIT TIMES

Q Can I place an order from a location outside of Australia?

A Unfortunately Rosmech does not ship internationally direct from our online shop at this stage, however, please feel free to contact us on 08 8182 7777 and we will do our best to assist you.