- Terms & Conditions
Terms & Conditions
Do you accept orders by phone, fax, and email or by air mail letters?
Plumbonline accepts "manual" orders which incur a handling fee of $10.00 inc Gst. plumbonline take Master|Visa|Amex credit cards as provided by the SecurePay Fraud Guard SSL payment gateway online, we also accept PayPal | EFT | Cheque. Please call and speak to a Plumbonline representative on 1300 428 999 and they can explain the different methods of payment.
If I have mistakenly placed a duplicate order. What should I do?
Use the Contact Us feature on the website or call 1300 428 999 to alert one of our plumbonline representatives of your situation. If notified in time, we will void the additional order for you as long as it has not yet been posted. If the duplicate order has been posted, then contact our customer service section and they will advise you what to do.
How can I check my plumbonline order status online?
In order to check your order status, you must first order! Once the order is processed your registered, users can Log In to their plumbonline account using their unique email address and password associated with your plumbonline order. Once inside your account page, click on the order in question and you will be shown the status of that order.
Can I change, remove or add items from my order after it has been submitted?
You will need to first cancel your order, and then re-submit it correctly. To cancel an order after it has been submitted, log In to your account, click on the order, then click cancel next to the appropriate item. It should be noted however that once our warehouse has shipped the order, products cannot be added or cancelled.
How long does it normally take to process an order?
plumbonline goal is to ship same-day, bulky items can take a bit longer, normally it will not take us more than 2 working days to get an order ready for delivery. If your item runs out of stock we will let you know straight away, we normally have stock deliveries daily so you dont wait too long. Please refer to the Shipping Page for more information.
What happens if an item is out of stock?
Not all products listed on our site are immediately available for delivery. Plumbonline tries to accurately estimate stock requirements on a product by product basis, occasionally however we will be short on stock for various reasons. When this occurs we will offer you the option to cancel the order and receive a full refund.
What payment methods does Plumbonline accept?
plumbonline take Master|Visa|Amex credit cards as provided by the SecurePay Fraud Guard SSL payment gateway online, we also accept PayPal | EFT | Cheque. Please call and speak to a Plumbonline representative on 1300 428 999 and they can explain the different methods of payment.
What is a Card Verification Code?
A Card Verification Code, or CVC, is a number that provides extra security to credit and debit card holders, in case an unauthorized person gets a hold of your account number. CVCs are one way to make sure someone has the actual card in his or her possession.
How can I log in to my Plumbonline account?
You can log in to your account by selecting either the Log In or My Account links, both of which are located in the top right hand corner of the website. Once on the login screen simply enter the email address and password associated with your account. Please note that you must first Register with Plumbonline to open a free account before you can log in and manage your account.
How can I retrieve my password?
If you have forgotten your password click on the Forgot Your Password link which is on the Log In page. Enter your email address associated with your Plumbonline account and we will email you your password.
Do I have to open an account before I can order from Plumbonline?
You can choose to register an account or checkout as a guest we have made it easy for you. When you order we collect all your contact details in order to allow us to fill your order, and to communicate with you. Before confirming your order, you will have the opportunity to review the product order form and make changes and additions to the information as it pertains to your account.
What types of security features are utilised to safeguard my information?
All credit card transactions and order processing are handled by established and reputable third party banking partner called SecurePay with Fraud Guard SSL payment gateway online. They are processing agents and distribution institutions. They receive only the information needed to verify and authorize your credit card or other payment information or to process and ship your order. Your account information is kept on a secure server. All of the customer data we collect is protected against unauthorized access by accepted security measures. We do not store any credit card information on our servers, which is why you must enter it every time you place an order with us. We do this to give you maximum security when you deal with us.
What can I use my plumbonline account for?
Your plumbonline account allows you to:
• Proceed through checkout faster when making a purchase
• Check the status of orders
• View past orders
• Make changes to your account information
• Change your password
• Store alternative addresses (for shipping to multiple family members and friends!)
What is the best way to contact Plumbonline?
The easiest way to contact plumbonline is to to call us on 1300 428 999 and speak with one of our customer representatives. Alternatively, you may also choose to use our "live Chat" facility (bottom right of you display) we are online office hours and more, you can save your chat by providing us your email, you can upload photos to help our Tech Team source the correct part, we will contact you ASAP. You can also email customer service directly Click Here
What information do I need to provide when I email plumbonline?
When contacting plumbonline regarding an order or simply a query, please provide either the order number, your email or your full company name. If you are looking for information regarding a specific product please provide the manufacturer name and model number and the specifications, material and finish that you require, the more detail the better.
Does Plumbonline have a retail outlet or warehouse where I can physically pick-up my merchandise?
We can offer collection by appointment from our Carrum Downs Warehouse or our Queensland office based on the Sunshine Coast. Please call 1300 428 999
Shipping & Click & Collect via eBay
DOMESTIC - Please click here for all the Important Shipping Information
INTERNATIONAL - Please click here for all the Important International Shipping Information
Does Plumbonline deliver to P.O. Boxes?
Sorry, we cannot ensure final delivery to P.O. Boxes. As a rule of thumb items over 5KG cant be sent to a PO Box.
Are all items delivered via the same method?
All services are provided by Australia Post or local carriers. - eParcel | e.go | Express Post | TNT | Hunters Express.
Australian territories outside of mainland Australia
plumbonline offers Free Shipping but excludes Australian territories outside of mainland Australia. We aim to ship free for items up to 5KG, but for heavy bulky items we only pass on the extra shipping charge.
How do I track my order?
You can check your order status online by logging in to your account at plumbonline. From this screen click on the order number that you would like to track, this will take you to the order screen which references your tracking information.
Why was my order sent in multiple packages?
plumbonline may decide to package your items separately due to weight or size concerns. The most common reason why multiple boxes are used for a single order is that the ordered items are located in different warehouses.
What do I do if my products arrive damaged?
Please call us immediately on 1300 428 999 if any of your goods are delivered damaged. Please provide the Plumbonline representative with as much information as possible so they can start a damage claim with the postal company and deliver a new product to you as soon as possible.
How do I return an order or product?
Before returning a product, please make sure that your return satisfies the requirements of our Returns Policy. To return a product, either call or email one of the plumbonline representatives on 1300 428 999 or email Click Here The Return Policy can be found HERE.
Can I exchange my product for a different product?
Sorry, plumbonline can only replace an item, not change it In order to receive a different item a new order would need to be placed for that item and refund elected for on the returned item.
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
Once the returned items have been received, inspected, and approved, it takes us approximately three working days to process a credit back to your credit card and 2-3 working days for this to appear on your statement.
Does Plumbonline pay the return postage cost for defective merchandise?
Yes. Plumbonline will pay the postage costs to have defective items delivered back to us, on the condition that we fully accept that the products are determined to be defective according to manufacturer specifications.
How do refunds/credits work?
If you request a refund, your original method of payment will be credited as soon as possible after your return is processed and approved. If you have any questions regarding refunds please feel free to contact one of the Plumbonline representatives on 1300 428 999 or email.
How is a refund/credit applied?
A refund/credit can only be applied to the original method of payment.
My order was cancelled. Can it be reinstated?
Unfortunately, if plumbonline cancels your order, it cannot be reinstated. You can always re-order the products or, if you have specific questions about your cancelled order, you can Contact Us on 1300 428 999
How do I change the shipping address for an order I’ve already placed?
If you need to change the shipping address after you place an order, you’ll need to contact Plumbonline directly. Please call 1300 428 999 to speak to one of our representatives directly, or feel free to email Click Here
Can I delete things from my purchase history?
Sorry no not at this time, you cannot edit or delete items from your purchase history. We hope this section of your account will serve as a useful record of all your online purchases.
How do I request a refund or cancel an order?
If you need to cancel an order or request a refund, you should contact Plumbonline directly. Please call 1300 428 999 to speak to one of our representatives directly, or feel free to email Click Here
Contacting plumbonlineFactory 5No. 30 Network DriveCarrum Downs VIC 3201
t. 1300 428 999
e. Click Here
Can't Find What You Are Looking For?
If you have a question that we have not answered in this guide please Contact Us and we would be happy to help you answer that question.
"Remember, don't stand at the counter, sit at our store!"