Feedback
Do I need to leave feedback?
Yes. Without your feedback, other eBay members may find it difficult knowing who they can trust for superior service.
What if I am really not happy with my transaction?
Leaving negative feedback and less than 5 star ratings actually affects our good standing with eBay and in turn will affect our sales. If you honestly feel we deserve negative feedback or low star ratings, please contact us at sales@alternativeimports.com.au with details of what you're not happy with, and give us a chance to fix it before you leave negative or neutral feedback.
Payments
How long do I have to pay for my order?
7 days. If you are not able to pay within 7 days, please contact us and let us know when you can pay. If we have not heard from you and have not received your payment within 7 days, we will open an Unpaid Item Dispute which may result in you receiving an Unpaid Item Strike from eBay.
Can I get a tax invoice?
Alternative Imports Pty Ltd issues tax invoices for all brand new items. Tax invoices are supplied with all orders.
Pickups
Can I pickup my items?
Yes, items can be picked up from our Somerville warehouse, Monday to Friday, 10am till 4pm.
Products
Where are your products made?
Our products are mostly made in Asia and imported directly from the manufacturer. We have high standards of quality and demand for our manufacturers with reliable products along with a full 12 month warranty for most products. Alternative Imports Pty Ltd manages all warranty claims directly with you. Your productiscovered from the date dispatched. Please keep a copy of your Tax Invoice for evidence of purchase date.
Do your products change often?
We are actively committed to continuous improvement in the pursuit of the best products for our valued customers. If we can negotiate a better product at a comparable price, we may discontinue the older model in favour of a new model.
Shipping
What will shipping cost?
Most listings include a shipping calculator if postage is not shown, enter your postcode and then suburb. For combined shipping between mixed auctions, please email sales@alternativeimports.com.au auction descriptions and quantity.
How soon will I receive my order?
We dispatch most orders the same day provided your purchase and payment has been received before 2pm that business day. From there it is up to the courier as to how quickly they can get it to you.
Can my order be insured?
Yes, the shipping calculator within most listings indicates insurance cost, you just need to include that with the shipping price when completing checkout.
Do I need to provide my phone number?
In most cases no but if the shipping calculator quotes Star Track Express, you will need to provide a contact number before we can dispatch goods.
Do I need to be home when my items are being delivered?
Yes, all orders are shipped registered and require a signature on delivery. If you are not home, a card will be left for an alternative pickup or delivery time. If you missed delivery from our courier (Star Track Express), an extra charge for re-delivery will apply.
Warranty
Are my item covered by a warranty?
Yes. All of our products are covered by a warranty. Unless indicated otherwise in a listing, all products are covered by our Australia-wide 12 month warranty. If you experience problems with your product within the warranty period, please notify us at sales@alternativeimports.com.au and we'll provide instructions about how to return the faulty item. As soon as the faulty item has been received and the fault rectified, we'll ship out your replacement at no cost. Simple as that!
Do I have to pay for return shipping?
It depends. If your item arrives DOA (dead on arrival) or faulty and you return the item within 7 days, we will pay for the return shipping or reimburse you for any return shipping costs (shipped cheapest option). If the fault occurs after the first 7 days but within the warranty period, you will need to return the item to us at your own cost. We will of course send out your replacement item at no cost to you.
Refund
Do Alternative Imports accept refunds?
Yes. For change of mind we do accept refunds but a 25% re-stocking fee will apply (buyer to pay return costs to our warehouse). Item must be returned in 100% new condition as received with all packaging.