FAQ

Are you a little stuck? Need a little help with your order or require your questions answered asap? Look no further, click on the sections we have prepared below to help assist you with your answers…

If you still are having further issues and you cannot locate answers to your questions, please don’t hesitate, give us a call and one of our friendly staff will be happily assist you. Phone: (07) 3268 7161 or send us an email at info@hendrahardware.com.au

YOUR ACCOUNT

Do I need to set up an account?
No you may sign in as guest, only minimal amount of details are required for shipping purposes, however having an account may be beneficial when handling the tracking of deliveries or organising returns, enquiries or exchanges.

Changing account details
Click here

I’ve forgotten my password or username
Click here

PLACING AN ORDER

What payment methods do we accept?
We can accept the following cards online or you can check out using Paypal:
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Can I add to an existing placed order?
Unfortunately our system doesn’t allow additions once an order has been finalised, however if you call us and quote your invoice number we are happy to endeavour to assist with any changes.

Can I cancel/change my order online
Online cancellation or amendments are not available at this time. Please contact us directly by phone or email as soon as possible so this can be sorted before your items are packed and sent.

When will I be charged for my order
As with most online transactions, payment is taken at checkout to ensure we can process your order as quickly as possible.

Can I order over the phone
If you prefer, you can always call one of our store staff to assist you in making your purchase.

Can I pick up my order
Pickup is available from our bricks and mortar store at 23 Zillman Rd Hendra Qld 4011.

Why has my card been declined
Usually this is a question best answered by your card provider

Has my order been successful
An email will be sent to you shortly after checkout confirming the transaction. If it does not show within 2 hrs, please check your junk mail before contacting us for confirmation.

Do we ship international
Any products which can be legally sent by air freight are available to be purchased internationally. Extra freight costs may apply.

PRODUCT INFORMATION

How can I find further information on our products
Feel free to request further information via email. Please include the product code or a link to the products page in your email.

What warranties are available on my purchases
https://hendrahardware.com.au/warranty/

DELIVERY INFORMATION

What are your delivery charges?
The freight costs, if applicable, will be visible during the checkout process (prior to payment)

When will my order arrive
We always endeavour to ensure your order will be dispatch within 24-48 hrs

Can I track my order
For larger parcels and express post items you will be supplied tracking information once your order has been processed.

Has my order been dispatched yet
An email or SMS will be sent to you when you order is in transit. If you have not received this notification, please feel free to contact us for confirmation.

Which couriering services do you use
Depending on the size/weight of your order we will either use Australia Post, Sendle who will on forward to the most appropriate transport for you location.

Outside the expected delivery time – What happens next?
Please consult your tracking information where applicable. For smaller parcels if it has not arrived within a couple of days of the expected delivery date, please advise us by phone or email.

REFUNDS AND EXCHANGES

I wish to return my item
All returns must be done within 7 days. Return freight is at your own expense.

I have returned my order – will you refund my delivery?
Unfortunately any delivery charges are non-refundable on returned items.

Lost my invoice and want to return my item, what do I do?
Contact us with as much information as possible, IE product purchased, date of order, method of payment etc. and we will endeavour to re-send your invoice for you.

I wish to request an exchange on an item
Exchanges will be considered on a case by case basis. Any extra freight costs resulting from an exchange will be your own responsibility.

GIFTS – WRAPPING & RETURNS

Do you offer gift wrapping
At this point, gift wrapping is not a service we offer.

Can I return a gift that I am not very keen on
If notified within 7 days of purchase we can usually organise a store credit or exchange. Refunds are not available to third parties.

MISCELLANEOUS

If your question is not listed above, please contact one of our helpful staff during shop hours https://hendrahardware.com.au/contact-us/ and we will make sure you enquiry is answered as quickly as possible.