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Frequently Asked Questions (FAQs)

 

 

DELIVERY ENQUIRIES
SHIPPING COSTS PURCHASING ENQUIRIES WARRANTY & RETURNS

VOUCHER REDEMPTION ENQUIRIES

CUSTOMER ACCOUNT ENQUIRIES

CUSTOMER SERVICE

DELIVERY & SHIPPING ENQUIRIES

 

 

 

My order hasn’t arrived yet, where is it?

We recommend logging into your MyDeal Account and checking the “My Purchases” page to view the estimated delivery times for each of your purchases. Tracking information (if available) can also be viewed on the “My Purchases” page. If your order has not arrived within the estimated timeframe please contact us with your order number and our Customer Service Team will assist you promptly. (Back to top)

 

 

 

Can I schedule a time/ day for delivery?

Unless otherwise stated on the product page, our couriers will deliver between 9AM-5PM, Monday-Friday business hours only. Unfortunately specific times cannot be scheduled. If you are unable to accept delivery during these times please kindly email support@mydeal.com.au to enquire whether an authority to leave in a safe location may be applied to your purchase. Please note that as we use third party couriers for deliveries there may be additional charges for delivery afterhours. Also if you provide authority to leave please be aware that any damage or loss to unattended goods will be your responsibility. Wherever possible we recommend using a work address (including the business name) or an alternate address where someone will be present to sign for your delivery on your behalf. (Back to top)

 

 

 

How long after placing my order can I expect my delivery?

Please refer to the estimated delivery times which are noted directly on the product detail page under the Delivery Tab. If you have already placed your order, you can also log into your MyDeal Account and check the estimated delivery times noted on the “My Purchases” page. (Back to top)

 

 

 

How can I track my order?

Tracking information (if available) can be accessed by logging into your account and checking the “My Purchases” section. For some items you may also receive an email notification with your tracking information once the item is dispatched. Please note: Some items may be sent via regular post and cannot be tracked online. For these items please kindly refer to the estimated delivery time, if you order has not arrived within the estimated timeframe please contact us and we will follow up on the delivery for you. (Back to top)

 

 

 

What does the “Status” mean in the My Purchases table in my account?

 

 

 

I have only received part of my order, where is the rest?

Products may be dispatched from different warehouses from around Australia therefore it is possible that items within your order may arrive in separate deliveries – so please don’t worry! We recommend that you log in and check the estimated delivery times for each product listed in the “My Purchases” section of your account. Some items may have a longer estimated delivery times than others. (Back to top)

 

 

 

Can I pick up my order?

Our products are available for delivery only; we do not offer a pickup facility. As an online business MyDeal.com.au strives to provide you with the best value prices by cutting out the costs of maintaining a retail store. (Back to top)

 

 

 

Do you offer express post?

Unfortunately MyDeal.com.au does not offer Express Postage at this time but we do hope to implement this facility in the near future for your benefit. (Back to top)

 

 

 

Do you ship overseas?

Currently MyDeal.com.au ships to Australian addresses only. (Back to top)

 

 

 

The delivery address is incorrect on my order confirmation, what can I do?

We strongly urge you to double check the delivery address before submitting any orders at the checkout. In the event that your delivery address is incorrect please contact us urgently to give us the best chance at amending your order. Some orders are processed very quickly therefore we may not be able to correct the address in time.(Back to top)

 

 

 

Can the courier call me prior to, or upon, delivery?

Except where otherwise stated on the product details page, our carriers cannot call you prior to or upon delivery. Wherever possible, we recommend using a work address (including business name), where someone will be present to sign. Alternatively, if you have received tracking information via email or in your MyDeal account on the “My Purchases” page you can contact the courier directly for a more accurate delivery timeframe. (Back to top)

 

 

 

Why can’t you deliver to my P.O. Box Address?

Our items are shipped by a variety of carriers, some of which require a physical address and signature for delivery and therefore are unable to deliver packages to P.O. Boxes. Some items are also too bulky to be delivered to a P.O Box address. (Back to top)

 

 

 

Do you deliver upstairs / up an elevator?

As we use a range external contractors for our deliveries we are only able to guarantee a ground floor delivery. This is due to Australian Occupational Health and Safety regulations therefore deliveries to above or below ground floor are at the couriers discretion and are not guaranteed. This includes (but not limited to) steps that are immediately outside the premises, which are required to climb in order to gain access to the property.(Back to top)

 

 

SHIPPING COSTS

 

 

 

Why am I charged separate postage costs for items going to the same address?

We strive to provide you with the cheapest delivery prices available however please note each product’s size and weight is individually measured and calculated by our courier therefore a separate postage cost applies regardless if they are ordered at the same time and delivered to the same address. Different products can also be located at different warehouses around Australia; therefore we are unable to combine everything in the one parcel in this case. (Back to top)

 

 

 

Why am I charged freight costs multiple times for the same product?

Due to the size and weight of each product, sometimes a flat-rate freight cost applies for each quantity that you order. Unfortunately we cannot combine the postage costs even if they are delivered to the same address. (Back to top)

 

 

 

Why am I being invoiced separately for freight after my purchase has been finalized?

Some bulky items require additional freight to be invoiced separately as this allows us to obtain the lowest possible shipping charge available from various carriers. If applicable, this arrangement is noted on the delivery tab on the product details page and we ask that you contact us with your postcode and the item you wish to purchase prior to ordering so that we can provide a delivery quote. If you proceed with the order, we will then email you a PayPal invoice for the freight amount which you can pay directly online (you are not required to have a PayPal account, you can pay directly via credit card). (Back to top)

 

 

 

The shipping calculator shows “Invalid, Contact Us” when I put in my postcode, what should I do?

There could be many reasons why this message is showing, but not to worry, simply contact us with your postcode and the item you wish to order and one of our customer service agents will assist you promptly. (Back to top)

 

 

PURCHASING ENQUIRIES

 

 

 

I have not received a confirmation email for my order, where is it?

Please ensure you have added noreply@mydeal.com.au to your safe senders list. The order confirmation email should be delivered to you shortly after your purchase. If you have not received it please check all Spam, Junkmail and promotions folders as it is possible the email was miscategorised. Please note, if you paid via PayPal, the confirmation email of your order will be sent to the email address linked to the PayPal account used for purchase.

If you have still not received a confirmation email within 24 hours of your purchase, please contact us with your full purchase name, email address and the items you have ordered and our support team will follow up and resend the confirmation email to you. (Back to top)

 

 

 

I would like a Tax Invoice Receipt, where can I get one?

The order confirmation email sent to you shortly after purchase includes a Tax Invoice for your convenience. If you have not received an order confirmation email please check your spam folders. If you still can't locate it please contact us with the purchaser name, email address and the items you have ordered and our support team will follow up and resend the confirmation email to you. (Back to top)

 

 

 

Is there a showroom where I can see the item before purchasing?

Unfortunately we do not have a showroom facility. As an online business MyDeal.com.au strives to provide you with the best value prices by cutting out the costs of maintaining a retail store. However, we may be able to obtain further images of certain products upon request. Simply email our customer service team on support@mydeal.com.au with the product link and they will get back to you promptly. (Back to top)

 

 

 

What payment methods do you accept?

We currently accept payment via PayPal and Visa and MasterCard. Unfortunately we do not accept direct deposits or bank transfers at this time. American Express card holders can purchase through PayPal by selecting the Pay with a credit card option. (Back to top)

 

 

 

I am experiencing technical issues when trying to check out, please help.

If you are encountering issues making a purchase please contact us with details of the problem and we will assist you as soon as possible. We also recommend trying the below trouble shooting tips:

 

 

 

How can I order more than a quantity of 10 units of a product?

If you would like to purchase more than 10 pieces of one particular product simply add 10 units to cart, then return to the product listing page and add the further amount required. You will see that this amount will automatically be added to your cart total. (Back to top)

 

 

WARRANTY & RETURNS

 

 

 

What is your returns policy?

For full details on our returns policy please refer our Terms and Conditions page. (Back to top)

 

 

 

My item arrived broken/damaged/faulty. What should I do?

We are always sorry to hear of any problems with your order; however our Customer Service Team are always here to help.

What to do: Please email us directly at support@mydeal.com.au with your name, order number and a full detailed description of the damage or fault. Please also attach photos showing the damage/fault as this will help expedite your claim. (Note: In some cases a short video may better illustrate the issue). Depending on the problem our customer service team will determine how best to resolve the issue with minimum inconvenience to you. (Back to top)

 

 

 

I received the wrong product/size/colour from what I ordered. What should I do?

Firstly please kindly double check your order confirmation email to confirm the options you selected upon purchase. If you find that you have definitely received something different to what you ordered we ask that you provide some photos of the item you have received, as well as a photo of the delivery label and packaging. Attach the photos in an email to our customer support team on support@mydeal.com.au along with the purchaser name, order number and a description of the issue and our customer service team will respond as soon as possible. (Back to top)

 

 

 

The product I ordered is missing parts, what should I do?

To assist us with resolving the issue promptly please provide photos of what you did receive, as well as a photo of the delivery label and packaging by emailing them to our support team on support@mydeal.com.au. Please also include your name, order number and a description of the issue and our customer service team will respond as soon as possible. TIP: If the product comes with an Instruction Manual please note the code/label associated with the missing part (if available), or provide a photo of the manual with the missing part highlighted. (Back to top)

 

 

 

My item is different to the image/not as described

We aim to provide our customers with the most up-to-date and accurate information on our product listings. If you believe what you have received is not what you expected or as described on our website, please kindly submit your query in writing to our Customer Support Team on support@mydeal.com.au along with the purchaser name, order number and a detailed description of the issue and our customer service team will respond as soon as possible. (Back to top)

 

 

 

How do I redeem a MyDeal store credit note?

If you have been issued a store credit note please refer to the email in which you received the credit note ID, that email will also contain instructions on how to claim your credit. (Back to top)

 

 

VOUCHER REDEMPTION ENQUIRIES

 

 

 

Where can I find my voucher?

If you have purchased an experience, travel package or product which requires voucher redemption a copy of your voucher will be available for download from your MyDeal account immediately after purchase. To retrieve the voucher please log in to your account, go to the “My Vouchers” section and click “Download Voucher”. TIP: Once your voucher has been redeemed you can also mark the voucher as used on the My Vouchers page for your reference. (Back to top)

 

 

 

How do I redeem my voucher?

Please refer to the ‘How to redeem your Voucher’ instructions listed on your PDF voucher (ensure to check page 2). Please note, some vouchers require you to wait until a certain date before they can be redeemed, this information will be listed on the instructions for your reference. (Back to top)

 

 

 

My voucher code says it is invalid. What do I do?

Please kindly check your MyDeal account to ensure that the voucher has not expired. If you are within the validity period, please kindly email our Customer Support Team at support@mydeal.com.au and state the voucher ID number and the error message you receive when trying to redeem the voucher. (Back to top)

 

 

 

Can I extend the expiry date on my voucher?

Unfortunately all vouchers are deemed void after the validity period has expired and will not be honoured by MyDeal or the Merchant after that time. Expired Vouchers are non-refundable in whole or in part. (Back to top)

 

 

MYDEAL ACCOUNT ENQUIRIES

 

 

 

I cannot log into my account, please help.

We recommend recovering your password by clicking the “Forgotten your password?” link on the log in page or click here, then enter the email address associated with your account and we will issue you with a temporary password. Please note, the password is case sensitive, we recommend to copy and paste the exact password ensuring to not include any spaces. If you are still encountering issues please email us at support@mydeal.com.au and we will investigate further for you. (Back to top)

 

 

 

When I try to log in it says my email address isn’t registered, although I know I have an account.

Firstly, please double check that you have submitted the correct email address and that the spelling is correct. If you are still receiving the unregistered error please email us on support@mydeal.com.au and we will look into the issue for you promptly. (Back to top)

 

 

 

Do I have a MyDeal Account?

When you make a purchase on MyDeal we will automatically create an account under the email address submitted upon checkout. Please note, if you make a purchase under a different email address a separate account will be created, we can only assign one email address per account and accounts cannot be combined. Therefore, it is advisable to always stick to one email address so that your purchase history can be clearly viewed in the one account. (Back to top)

 

 

 

Where can I view my purchase history?

Simply log in to your account here, and go to the “My Purchases” page which can be located in the menu at the top of the page under your name. (Back to top)

 

 

CUSTOMER SERVICE

 

 

 

Why haven’t I received a reply to my email?

Firstly, please ensure your email was sent to support@mydeal.com.au. Once your email is received by our customer service team you will receive an automated response which issues you with an enquiry ticket number beginning with a # symbol, if you have not received this automated response please check your junk mail, spam and promotions folders as the email may have been misdirected.

Our team endeavours to personally attend to all customer enquiry emails as soon as possible, usually within 48 business hours. Note: Please do not send multiple email enquiries as they may only delay the resolution. Our business hours are: Monday – Friday 9:00AM – 5:30PM (GMT +11:00) (excluding Victorian Public Holidays) and your query will be responded to within those hours. (Back to top)

 

 

Didn’t find the answer you were looking for? Please do not hesitate to Contact Us and our customer service team will get back to you as soon as possible.