FAQs

Orders & Product Availability

Q: How do I know if an item is in stock?
A: Product availability is displayed on the website. Some items have limited quantities, and availability may change. We reserve the right to cancel orders if items are out of stock.

Q: Can I change or cancel my order?
A: Once an order has entered processing, changes or cancellations may not be possible. Please refer to our processing timeline. Contact our support team immediately if you need assistance; requests are handled on a case-by-case basis.

Q: Do I need an account to place an order?
A: You do not need an account, but creating one allows faster checkout, easier order tracking, and access to order history.

Shipping

Q: Which countries do you ship to?
A: At the moment, we only cater to customers in Australia, the United Kingdom, the United States, and Canada. We hope to expand to more regions in the future.

Q: How long does it take to process my order?
A: Most orders are processed within 3–5 business days. During busy periods, processing may take up to 3 weeks due to the careful preparation and exclusive production of our products to ensure quality.

Q: How long will delivery take?
A: Delivery is estimated within 8–21 business days, depending on your location. Most orders arrive sooner than the maximum timeframe.

Q: Can my order arrive in multiple packages?
A: Yes. For larger or multi-item orders, items may be shipped in separate packages to ensure safe handling. If part of your order arrives first, check your tracking information and contact our support team if you have concerns.

Q: Are there shipping fees?
A: Shipping fees are free regardless of location. For any customs duties, taxes, or import charges are the responsibility of the customer unless otherwise stated.

Q: How can I track my order?
A: Once your order ships, you will receive a tracking number via email. Allow up to 72 hours for the tracking information to appear in the courier system.

Q: What if my package is lost or damaged?
A: Contact our support team immediately with photos and order details. We will work with the courier to resolve the issue as quickly as possible.

Returns & Refunds

Q: Can I return my order?
A: Currently, only orders shipped to Australia can be returned, as our central warehouse hub is located in Australia.

If you are in the UK, US, or Canada, we cannot accept standard returns at this time. However, our support team is happy to work with you to provide a satisfactory alternative, such as an exchange, replacement, or store credit, depending on your situation. Please contact us with your order details so we can assist promptly.

Q: Who pays for return shipping?
A: For Australian orders, customers are responsible for return shipping fees, unless the item is faulty or incorrectly supplied.

Q: How long does it take to get a refund?
A: Refunds are processed to your original payment method after we receive and inspect the returned item.

Q: Are all items eligible for return?
A: Clearance and discounted items may not be eligible. For faulty or incorrect items, contact our support team immediately.

Q: How do I return an item?
A: For Australian orders, contact our support team to receive instructions on returning your product. Please include your order number to help us process your request efficiently.

Accounts & Billing

Q: What if I enter incorrect billing or shipping details?
A: You are responsible for providing accurate information. We are not liable for delivery issues caused by incorrect addresses. Packages returned due to incorrect information may incur additional shipping fees.

Q: Is my account information secure?
A: Yes. You are responsible for maintaining the confidentiality of your account login details. Simple Mart implements standard security measures to protect your information.