Common Customer Service Questions
Please browser this list of common customer service questions to find the right answer for you. If you cannot find the answer please use our contact form here or call us on 03 9799 5777.
Are you Australian Owned?
Yes we are – 100% Australian owned.
Why do you sell ex-army products?
They are built tough and last almost forever. They are built to a specification not a price, so when you need a product to last in a tough environment, an ex-army one may be the one for the job.
Do you have a “community conscience”?
We sponsor such events as the Pajero Challenge run by the Victorian Pajero Club. We also support many local Scout groups, Cadet Corps and other community organisations.
I notice that you sell ski gear?
We sure do. In the winter months we convert 10 of our stores into Aussie Ski Centres.
We stock a huge range of clothing and accessories, plus have a huge technical ski hardware department at our Melbourne store.
Is Aussie Disposals all franchised?
We have 13 Franchise stores and the other 26 are company owned.
Is it safe to use my credit card online?
Yes, Aussie Disposals is committed to providing a safe and secure online store for its customers. We use “Verified by Visa” and “MasterCard Secure Code” to ensure that your online transactions are protected. For more information on credit card security please refer to the Contact Us section of our website.
When will my credit card be charged?
Your credit card will be charged immediately and goods will be dispatched within two working days of your payment being processed.
How do I contact you if there is a problem or question regarding my order?
Either email us at firstname.lastname@example.org or call us on 03 9799 5777 or +613 9799 5777 if you are outside Australia.
How long will it take for my order to arrive?
For full details on delivery times, please refer to our Estimated Shipping Times
What do I do if my order has not arrived within the estimated time frame?
If your order has not arrived within the expected timeframes, please contact us at email@example.com or call us on 03 9799 5777 or +613 9799 5777 if you are outside Australia.
Can I purchase/order products online if I am outside of Australia?
Unfortunately, we are not set up to ship internationally at this point in time. However, if you are outside Australia, please feel free to contact us via email at firstname.lastname@example.org to discuss your requirements. Payment is limited to direct deposit and goods will only be dispatched once funds have cleared. Unfortunately due to previous shipping issues we cannot deliver to Africa, Asia or the Middle East.
How do I return an item or exchange it for another colour or size?
You can view our returns policy here, that should answer any questions you might have.
What is your refund policy?
We stand by the quality of our goods. We like to discuss any issues with our customers to try to work out a solution, so if you require a refund on an internet purchase please contact us at email@example.com or call us on 03 9799 5777 or +613 9799 5777 if you are outside Australia.
What if I have forgotten or need to change my member password?
If you have forgotten your password, go to the “login” section of the website and click on the “Password forgotten?” prompt, enter your email address and we will send you a new password to your registed email address.
If you need to change your password for any reason, login and go to the “My Account” section of our website using your current password. From the menu on the left choose "Account Information". From here click the checkbox "Change Password" and type your new password.
I am a VIP Member - How do I get my discount when ordering online?
Unfortunately you do not get your VIP discount online at the moment. If you visit your nearest Aussies store and show them your VIP card they will be happy to provide the discount.
Can I buy everything in your online store or are some items only available in-store?
For security reasons some items, such as knives, are only available in our stores. Other items that are difficult to send in the mail (such as fishing rods and nets) and heavy items such as fridges and large tents are only available in store. Any item not available for purchase online is clearly noted.
Do you offer school discounts online?
No, school discounts are currently only available in store.
Why are some goods not shippable?
Some goods are not permitted to be delivered because of health and safety reasons. Other items, like knives for example, require the person to present themselves for identification. Finally, some items are just too big and awkward to ship.