I have paid, but have not received my parcel.
We strongly recommend that you take out insurance at $2.70 which gives us a tracking number and insurance up to $100.00 should something go wrong. Please ring your local Post Office to see if the parcel is waiting collection. Unfortunately we can not be held responsible for items going missing after we have posted them, but if you have taken out insurance we will have a tracking number which will assist in trying to locate your item. The time estimate given on your order for delivery is direct from Australia Post and BMNE Direct are not responsible for delays in delivery or delivery times quoted by Australia Post.
I put an order through and have not received it and my payment has not been processed?Orders under $10.00 will not be processed. We have a floor limit.
I paid by Bank Deposit/Direct Debit Transfer, why is it taking so long to receive my goods?Payment by Direct debit transfer can take up to 3 business days to show in our account. As soon as we see your payment we will process your order. If you have not put a reference on your payment, this will slow processing of your order. We cannot know that an unreferenced payment belongs to you, please email us and let us know the following:
1. date paid
2. amount paid
3. how paid
4. reference on the payment if there is one.
This information will assist us in tracking payments which come through without a reference.
I didn't receive all my items or I received an incorrect item.1. date paid
2. amount paid
3. how paid
4. reference on the payment if there is one.
This information will assist us in tracking payments which come through without a reference.
Please contact us immediately.
I paid by Credit Card, but I have not received my goods and my card does not appear to have been debited.When inputting your cc number you may have put an incorrect digit down or wrong expiry date. If this is the case then your card will not go through. We will email you and let you know the situation. If you have not heard anything after 1.5 weeks, please contact us because our email may have been deemed to be spam by your isp and deleted.
If your card has been declined (this may happen for any number of reasons - wrong expiry date entered, wrong number entered on card number, etc), we will let you know by email. If we do not hear back from you within 3 days, unfortunately we will need to cancel your order and delete it from the system to put the items back into stock, you will then need to do the order again. Sorry.
Express PostIf your card has been declined (this may happen for any number of reasons - wrong expiry date entered, wrong number entered on card number, etc), we will let you know by email. If we do not hear back from you within 3 days, unfortunately we will need to cancel your order and delete it from the system to put the items back into stock, you will then need to do the order again. Sorry.
I paid for Express Post, why didn't I get my order the next day?
When you place an order it is handled in the following manner.
1. We receive the order on Day 1.
2. Your order is either processed later that day or the following day, depending on the time the order arrives.
3. Your order is posted on the day after it is packed.
Our mail is collected by Australia Post, Monday - Thursday, at 8:00am in the morning. Our packing staff start at 9:00am and pack for orders to go in the next days post.
Express Post does not mean that if you place an order at any time during the day you will receive it the following day, it is impossible for us to stop processing our other orders to devote to one order, nor is it fair on all our other clients waiting for their orders. Express Post means that you have selected the fastest post possible.
Is it safe to use my credit card on your website
Absolutely, our shopping cart is on a secure website, all information sent through to us is encrypted and we have also taken extra security measures to ensure your card details and information remain secure. Always look for the yellow padlock in your browser's bottom or top bar, this indicates that the site is secure and check that the address in the address bar starts with https and not http. You can also select bank deposit or money order as payment methods and phone your card details through to us if you are still unsure.
Can I phone my order through
Absolutely, just call us on (03)9307 0649 between 10:30am and 4:00pm Monday to Friday.
What conditions apply to New Client Gift Vouchers?
Your first order must have been paid for with clear payment, the gift voucher is only available for use on the second and subsequent order.. The order you use the voucher on must be over the value of $30.00 not including postage. Please do not re-register to create a new account to try and obtain the discount. Should you do this, the voucher will be cancelled and you will be charged the invoice amount not including the voucher.
