You can select from the following topics or simply browse our FAQs below.
ORDERING
PAYMENTS
SHIPPING
WARRANTY & RETURNS
MY ACCOUNT
ORDERING
How do I search products quickly?
How do I place an order?
I received a different item to what I ordered, what do I do?
I didn't receive my order, who should I contact?
What happens if the item I purchased becomes unavailable?
Can I reserve an item now and pay for it at a later date?
Why does the order status keep saying 'Processing' when I actually ordered a few days ago?
How can I see my previous orders?
I'd like to cancel my order. How soon do I need to advise you? Will I be charged cancellation fee?
Do you have a storefront or pick-up centre?
Do you have a contact telephone number?
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PAYMENTS
What payment methods do you accept?
Are there any extra payment fees, such as credit card or PayPal charges?
Is your site secure for credit card purchases?
How does PayPal payment work?
How do I pay by direct bank deposit?
How do I pay by cheque or money order?
When would I be asked for proof of identification?
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SHIPPING
Which Carrier/Courier do you use?
What will delivery cost me?
When will my order be shipped?
Once I've made my purchase, how long before I receive my parcel?
Do you deliver to PO Box addresses?
What if I am not home when you deliver my goods?
Why does the order status say 'Delivered' when I actually haven't received my item?
Can I specify my time and day preference for delivery?
Can I choose the courier service to deliver my item?
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WARRANTY & RETURNS
The product I received is faulty or damaged, what do I do?
I just received my item, but it's not what I wanted (e.g. wrong model or colour). Can I exchange or return it? How soon do I need to advise you?
The item I received is not factory-sealed. Who should I contact?
If I need to return my item, who pays for the postage costs?
I need to return my item, what do I do next?
I'd like to cancel my order. How soon do I need to advise you? Will I be charged cancellation fee?
How soon will I receive my payment refund?
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MY ACCOUNT
How do I login to My Account?
I have forgotten my login details, can you please help me?
I don't have an account yet, how do I register?
What can I do in the member area once I log in?
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ORDERING
How do I search products quickly?
The easiest way to find an item you are looking for is to type a keyword into the search box (on top left of most pages) and click on the GO button. You can also do an advanced search based on product category, manufacturer, price range, and date added. Alternatively, you can browse through the categories (on right side of most pages), or shop by brands or manufacturers if known (on bottom right of most pages). We also display the most popular products as well as new products on our home page and each category page.
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How do I place an order?
We have made the ordering process as simple as possible. Once you find the product you wish to purchase, click on the 'Add to Cart' button and then specify the quantity you would like to order. The next page that follows is your shopping cart, where you can estimate the shipping cost for the product being ordered. If you wish to purchase another product, you may do so by browsing for the product as you did before and then clicking on the 'Add to Cart' button to add the product to the shopping cart. When you are done putting products into your cart, click on the 'Go to Checkout' button. You will then be asked to login using your existing account, or you can quickly create an account if you don't have one yet. The system will then ask you to confirm the delivery and billing details before you complete the order payment on the checkout page.
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I received a different item to what I ordered, what do I do?
We sincerely apologise for the inevitable human error. Please contact us with your order or invoice number, a description of the item you ordered, and what you actually received in error. We will resolve this mistake as soon as possible, and pay for the delivery costs.
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I didn't receive my order, who should I contact?
If you did not receive your order within the expected delivery time, there may be an error at our distribution centre or your product may have been lost during transit. Rest assured. We will help find your product and deliver it in priority, or we will fully refund your purchase. Please contact us with your order or invoice number and a description of the item you ordered, and we will resolve this problem as soon as possible.
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What happens if the item I purchased becomes unavailable?
We sincerely apologise if this happens, although only very rarely that it does. Some of our products, especially the imported ones such as mobile phones, digital cameras, video camcorders and watches, are highly demanded products, which may become out of stock within a few hours from being advertised. We will immediately notify our customer if this happens, although there may be a few days delay before notification as we await confirmation from our overseas centre. In the very unlikely event that the product becomes unavailable after our confirmation and your purchase, or if we fail to notify the stock availability within 7 days after your order, we will fully refund the purchase amount and the postage and handling fees, plus a complimentary discount voucher that you could use for your next purchase. Our complimentary discount voucher is 2.5% off your next purchase for any items up to A$1,000.00 in value, and is valid for 30 days.
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Can I reserve an item now and pay for it at a later date?
No, unfortunately we can only reserve the item for you once a payment has been received. With credit card or PayPal payments, usually the item will be reserved for you immediately (subject to availability) as we automatically receive your electronic payment. With payments via direct bank deposit, cheque or money order, however, there may be some delay before we receive the payment, during which time the item may become unavailable. We strongly recommend that you pay your item as soon as possible to avoid this from occurring.
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Why does the order status keep saying 'Processing' when I actually ordered a few days ago?
Depending on the item, most of the orders are usually processed within 1-2 working days before being despatched. For imported products, such as mobile phones, digital cameras, video camcorders and watches, however, it may take a little bit longer, usually within 2-4 working days under normal circumstances, as they have to be despatched from overseas dispatch centre and be processed through the courier service and the customs. As soon as we receive confirmation from the dispatch centre, we will update our system and send you a notification e-mail that your order is being delivered, together with a tracking code of your parcel from the courier service (if applicable).
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How can I see my previous orders?
You can simply login to your account (on top right of most pages) and then click on 'My Account' link. All of your most recent orders will be displayed on the following page.
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I'd like to cancel my order. How soon do I need to advise you? Will I be charged cancellation fee?
Order cancellation can only be made if the item has not been delivered yet and within 3 working days from the date of purchase. Should the item has been despatched, order cancellation will incur a restocking fee of 25% of the purchase price. Please note that for imported items, such as mobile phones, digital cameras, video camcorders and watches, order cancellation can only be processed after confirmation with our overseas suppliers that the item has not been despatched.
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Do you have a storefront or pick-up centre?
No, we do not have a storefront or pick-up centre, nor do we keep any stocks at our office in Melbourne. In order to minimise stock-keeping fees so we can pass on these savings to our customers, all of our products are delivered directly from our suppliers' warehouse.
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Do you have a contact telephone number?
As you may have noticed, we do not provide a telephone number on our website. From our experience, we find this to be the most efficient way to have your questions addressed promptly by the right person with the right knowledge and experience. With the savings in overheads, we can then pass these on to our customers in the form of lower prices. For a quick response to your enquiries, comments or feedbacks, please feel free to contact us here.
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PAYMENTS
What payment methods do you accept?
We offer a wide range of payment options. Some are quicker than others, some are online, and some are offline. Our available payment options include credit card (VISA or Mastercard), PayPal, direct bank deposit, cheque, or money order.
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Are there any extra payment fees, such as credit card or PayPal charges?
No. We do not charge any extra fees for payment made using VISA or MasterCard credit cards, PayPal account, direct bank deposit, cheque or money order.
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Is your site secure for credit card purchases?
Absolutely, 100% YES! All credit card transactions are processed securely by eWAY, Australia's leading online payment gateway system. By being PCI DSS compliant, eWAY has been certified as a trusted partner by the major credit card schemes. The security standards in place ensure that all credit card data is encrypted and secured. PCI DSS (Payment Card Industry Data Security Standard) is a set of standards created by card issuers such as VISA and MasterCard to ensure the security of credit card details online. This standard has been created to assist in ensuring that sensitive customer data remains secure at all times.
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How does PayPal payment work?
PayPal payments are processed through the PayPal website during the checkout process. You will be directed away from our website to the PayPal website. You can then login if you already have an account with PayPal or create a new account with PayPal. Once completed, you will be redicted back to the BuyMart checkout page. PayPal is free to join and allows you to send money securely from your credit card, debit card or bank account without ever revealing those details. Please note that we may not accept PayPal payment without proof of identification (please see below) under the following circumstances:
- Orders where billing and shipping addresses are different;
- Orders where billing name and PayPal account holder name are different;
- Orders where member account e-mail and PayPal account e-mail are different;
- PayPal credit card or money transfer payments, or;
- Any orders that have been flagged as high risk for fraud.
How do I pay by direct bank deposit?
After finalising your order on the checkout page, the confirmation page that follows will display information regarding our bank account details where you can transfer the money to. Your product will be dispatched as soon as we receive the total purchase amount in our bank account.
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How do I pay by cheque or money order?
After finalising your order on the checkout page, the confirmation page that follows will display information regarding our mailing address for the delivery of your cheque or money order. The cheque or money order should be made payable to BuyMart, and mailed to the following address:
Suite 119, 370 St. Kilda Road
Melbourne
VIC - 3004
Australia
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When would I be asked for proof of identification?
To protect us and our customers from internet fraudulent activity, there are certain circumstances in which we may ask for proof of identification before processing the purchase order. These circumstances may include:
- Orders where billing and shipping addresses are different;
- Orders that are made from high risk countries, or anonymous and transparent proxy servers;
- Orders that are made using free e-mail addresses;
- Payments made using PayPal account where billing name or e-mail and PayPal account holder name or email are different, or PayPal credit card or bank transfer payments, or;
- Any orders that have been flagged by the payment gateway as high risk for fraud.
Proof of identification may include photocopy of credit card used for purchase, photo ID, or utility bills. If we do not receive any proof of identification when it is requested, we will cancel the purchase order and refund the full purchase amount to the holder of the account used for payment.
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SHIPPING
Which Carrier/Courier do you use?
The service we use for most of our deliveries is Australia Post's eParcel, which is a registered delivery service. With this service Australia Post will deliver your item to your nominated shipping address. If no one is home, they will leave a card stating that your item is available for you to collect from your local Post Office. We also fully insure all delivery shipments. In the unlikely event your item is lost in transit, we will replace it at our cost or refund 100% of the purchase amount. We also work with a number of established courier companies, including DHL, UPS and FedEx, especially for the delivery of our imported products, such as mobile phones, digital cameras, video camcorders and watches. These work much the same way as Australia Post’s eParcel service as they are also registered and insured services. For unattended parcels, they will leave a card for you to arrange pick-up from the nearest courier service centre or re-delivery to your address, available for a certain period of time. If the item has been returned to us or to our supplier because it was not picked up from the post office or courier centre, or because a re-delivery arrangement was not made, then the customer will be responsible for any re-shipping charges that may apply.
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What will delivery cost me?
We have negotiated competitive rates with our carriers. We do not make any profit on delivery charges so we effectively pass on the rate charged to us, to you. Shipping charges are based on the weight and size of your parcel. If you would like to see what the delivery charge of any item would be, please click on the 'Estimate Shipping' icon, which is available on the Shopping Cart page on our website. The shipping charge will be uniform for any delivery location in Australia.
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When will my order be shipped?
Our products are typically despatched between 1-3 business days from receipt of payment. Most parcels will arrive within 72 hours at your designated shipping address. For most of our imported products, however, such as mobile phones, digital cameras and video camcorders, their postage and handling time may take up to 7-10 working days, as they have to be despatched from overseas dispatch centre and be processed through the courier service and the customs. Postage and handling time for imported watches may take up to 7-14 working days.
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Once I've made my purchase, how long before I receive my parcel?
Most of our items (except for mobile phones, digital cameras, video camcorders and watches - please see below) are typically despatched the next business day or the day after, once your payment has been confirmed. Most parcels will arrive within 72 hours at your designated shipping address. For most of our imported products, however, such as mobile phones, digital cameras and video camcorders, their postage and handling time may take up to 7-10 working days, as they have to be despatched from overseas warehouse and be processed through the courier service and the customs. Postage and handling time for imported watches may take up to 7-14 working days. If your order has still not arrived after the expected transit times, please notify us and quote your product and invoice number for follow-up.
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Do you deliver to PO Box addresses?
No, unfortunately we do not deliver to PO Box addresses. We require a home, business or street address for the delivery of our parcels. These addresses need to be entered to our system during checkout or registered to our database previously. We cannot process any delivery to addresses stated only in correspondence emails without being entered to our database electronically. If payment has been made for the purchase and delivery to PO Box addresses or unregistered addresses, we will refund this payment and request our customer to re-enter a different address and register it to our system via the shopping cart and checkout process.
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What if I am not home when you deliver my goods?
As all our parcels are sent as registered and insured we require a signature upon delivery. Our delivery contractors (Australia Post and various couriers) typically deliver during business hours so if you are not expecting to be home during these hours, we suggest, if practical, to provide your work address as the delivery address. Delivery is usually attempted straight to your door. If there is no one available to sign for the delivery, or if the local postal service does not offer this direct service, then a card will be left in your mailbox advising you of either a post office to collect your parcel from, or in the case of a courier delivery, a contact number to call to re-arrange the delivery or a pick-up. If the item has been returned to us or to our supplier because it was not picked up from the post office or courier centre, or because a re-delivery arrangement was not made, then the customer will be responsible for any re-shipping charges that may apply.
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Why does the order status say 'Delivered' when I actually haven't received my item?
When your order status says 'Delivered' it means that your item has been despatched and is still in transit. You should receive your item very soon.
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Can I specify my time and day preference for delivery?
Yes, you may wish to leave a delivery note in the special message box provided during checkout. We will pass on this information exactly to the courier service and usually they will try to meet this requirement, sometimes by contacting the customer first. However, it is important for you to note that we cannot guarantee that this requirement will be met, and we do not have any control over the actual process involved.
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Can I choose the courier service to deliver my item?
No, unfortunately you cannot choose the courier service to deliver your item as most of our products are delivered directly from local and overseas dispatch centres, where an efficient courier service arrangement has been put in place.
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WARRANTY & RETURNS
The product I received is faulty or damaged, what do I do?
All products purchased from us come with warranties and are guaranteed (mostly for 12 months). In the unlikely event of receiving faulty or damaged product, please contact us and give a detailed description of the problem, as well as your order or invoice number. Depending on the problem, our customer service will determine how best to resolve the problem with minimum inconvenience to you. If it is found that the product is faulty, either us or our supplier will exchange it at no cost to you. If neither us, nor our supplier, has any more of the product in stock, then a full refund will be provided immediately.
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I just received my item, but it's not what I wanted (e.g. wrong model or colour). Can I exchange or return it? How soon do I need to advise you?
You may exchange the item you've just purchased as long as it's in as new, undamaged condition and in its original packaging. You must notify us within 7 days from the date of your product being dispatched if you wish to exchange or return your item.
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The item I received is not factory-sealed. Who should I contact?
If you've purchased an imported item from us, including mobile phones, digital cameras, video camcorders and watches, the item may not be factory-sealed on purpose, so you should not contact us unless it is damaged or different to the one you actually ordered. We guarantee that all of our imported items are brand-new and genuine, come with original packaging, and have 12-month warranty. For all of our imported products, it is important for us to check the contents inside the packaging to ensure their quality, and that the right accessories are included including a power adaptor that meets Australian standard.
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If I need to return my item, who pays for the postage costs?
If the item becomes faulty or damaged during transit or within the first 7 days after we dispatch it, then BuyMart or our suppliers, if they are managing the warranty, will cover the shipping costs. During the warranty period, after the first 7 days of the item being dispatched, you will need to cover the return shipping costs to us or to our supplier, if they are managing the warranty. Should you have a change of mind and would like to either exchange or refund the item (subject to product condition and original packaging), the return shipping will be at your cost.
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I need to return my item, what do I do next?
You need to contact us to obtain a Return Authorisation (RA) form, if we have not sent you one already. All return claims must be provided with a completed RA form. Any return claims without a completed RA form will not be processed. After we receive and review your claim, we will provide you with further instructions on how the item should be returned.
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I'd like to cancel my order. How soon do I need to advise you? Will I be charged cancellation fee?
Order cancellation can only be made if the item has not been delivered yet and within 3 working days from the date of purchase. Should the item has been despatched, order cancellation will incur a restocking fee of 25% of the purchase price. Please note that for imported items, such as mobile phones, digital cameras, video camcorders and watches, order cancellation can only be processed after confirmation with our overseas suppliers that the item has not been despatched.
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How soon will I receive my payment refund?
We will process all of payment refunds as soon as it has been authorised, usually on the same day of the authorisation date. However, some delay may occur with the financial insitution you're banking with, or with PayPal in the case of refund to a PayPal account. In reality, it may take up to 1-2 weeks before the refund arrives in your bank, credit card, or PayPal account.
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MY ACCOUNT
How do I login to My Account?
On the top right corner in the 'My Login' box, enter your email and password and hit the 'Login' button.
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I have forgotten my login details, can you please help me?
You can click on the 'Forgot your password?' link to retrieve your password. On the page that follows, enter the email address you normally use to register and a new password will be sent to this email address. You can change the password after logging in.
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I don't have an account yet, how do I register?
To register a new account with BuyMart, please click here and enter the details required. During registration, you may choose not to subscribe to our newsletter by unclicking the option above the 'Submit' button. To make sure you receive updates of all our newest arrivals and best low-price deals, however, please leave this option ticked and we'll email you our newsletter from time to time.
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What can I do in the member area once I log in?
We provide our members with many functions that will add much fun to your shopping experience. After logging in, you'll be able to:
- View, modify and complete orders in your shopping cart
- Add products to your wish list and share it with your friends
- View your previous orders and the status of your recent orders
- Change your account information, including password and addresses
- Subscribe and unsubscribe to our newsletter
