Help & FAQ

Frequently Asked Questions & Terms & Conditions

In this section, you'll find answers to the most frequently asked questions about our products and services.

If your question isn't addressed below, please feel free to reach out via our Contact Us page, and we'll get back to you as soon as possible during our business hours (Monday to Friday: 9:00 AM – 5:00 PM, Saturday to Sunday: 10:00 AM – 2:00 PM, AEST).

You can also contact us directly by email at sales@aussiesuperstore.com.au or call us on 0737 786 688

 1.   What is your physical address?

We are an online-only store and do not operate from a physical retail location. We do operate from a warehouse location, but it is not open to the public. Pickup available by prior arrangement—please contact us to confirm availability.

 2.   When will I get my Order shipped?

Most orders are dispatched on the next business day.

For items that are out of stock or temporarily unavailable, dispatch will take approximately 2–3 business days once the products are back in stock. You will be notified via email if any items in your order are on backorder or unavailable.

Shipping typically takes:

• 2–7 business days for metro (capital city) areas
• 6–10 business days for regional and remote areas

Please note: AussieSuperStore is not liable for any lost or stolen items if you choose to have your order delivered without a signature (i.e., left unattended at your delivery address).

3.   Is Click & Collect available for my Order?

Most Click & Collect orders are ready within 1–2 business days. For items that are out of stock or temporarily unavailable, your order will be ready in approximately 3–4 business days.

The pickup location is Holland Park. Full pickup details, including the exact address, will be provided in your confirmation email once your order has been placed.

👉 Please email us before placing a Click & Collect order to confirm product availability and pickup arrangements.

Please wait for an email notification from AussieSuperStore confirming that your order is ready for collection before visiting the pickup location. There is no minimum order amount required for Click & Collect.

4.  Do you ship Cash On Delivery(C.O.D)?

No, we do not offer Cash on Delivery. We accept a wide range of secure payment methods, including: All major credit cards (Visa, MasterCard, American Express, POLi Payments, Apple Pay, Google Pay, and Shop Pay, PayPal.

Choose the payment option that works best for you at checkout.

5.  How do I check the status of my order?

Once you complete your purchase, you will receive both an email and SMS confirmation containing your order details and order number.

When your order is dispatched, we’ll send you another email with all the shipping details, including:

• The freight carrier information
• Your tracking code
• A tracking link to follow your delivery

You can track your order anytime using the link below:

https://www.aussiesuperstore.com.au/pages/track-my-order

You can also contact our Customer Support or email us at sales@aussiesuperstore.com.au to inquire about the status of your order.

6.   What Are Your Shipping Costs?

Australia:
AussieSuperStore offers free shipping to all Australian states on orders over $120. For orders under $120, a standard shipping fee of $12.99 applies.

Please note: Bulk or oversized items may incur additional shipping charges, which will be calculated and displayed at checkout.

New Zealand:

For parcels under 2kg, standard shipping is $25.99. For parcels between 2kg and 5kg, standard shipping is $45.99. For parcels over 5kg, please contact us for a shipping quote.

If your parcel exceeds 5kg or you need a custom quote, please email us at sales@aussiesuperstore.com.au, and we will provide the best freight rate available.

International Customers:
Please contact us on sales@aussiesuperstore.com.au before placing your order for shipping details and quotes.

7.  What Are Your Minimum quantity for ordering?

There is no minimum order value. You can purchase any quantity of a product; however, some items are sold only in packs and cannot be broken down into individual units. For example, paper is available in packs of 10, 15, 20, or 25 sheets, and individual sheets cannot be sold separately.

8.  How Do You Handle Out Of Stock Items?

At AussieSuperStore, we strive to maintain sufficient stock of all items at all times. However, occasional shortages may occur. All orders are processed on a first-come, first-served basis.

If an item is out of stock, we will contact you to offer the following options:

• Wait for the back-ordered item, which typically takes 2–5 business days to arrive.
• Ship your order without the out-of-stock item and refund the cost of that product.
• Replace the out-of-stock item with an alternative product of your choice.

If there are any further delays with back-ordered items, we will notify you via email.

In rare cases where an item is completely sold out and cannot be restocked, we will mark it as unavailable and issue a full refund.

9.  Do You Ship Internationally?

We currently ship to Australia and New Zealand only. Please contact us on sales@aussiesuperstore.com.au before placing your order for shipping details and quotes.

10.  Will I Have To Pay GST On My purchase? 

All prices displayed on our website include Goods and Services Tax (GST). There are no additional GST charges at checkout.

11. What Is Your Return & Refund Policy?

Explore our Return Policy to understand your options for returns and refunds.
View the full details of our Return & Refund Policy.

12. Can I Modify or Cancel My Order After Placing It?

Once an order is placed, it is processed quickly to ensure prompt dispatch. If you need to modify or cancel your order, please contact us within 1 business day of placing it. After the order is dispatched, we may not be able to make changes as the order may have already been shipped.  

13. Can I Get a Tax Invoice?

Yes! A tax invoice will be emailed to you after your order is confirmed. If you need an additional copy or require the invoice to be issued under specific details, please contact us at sales@aussiesuperstore.com.au with your order number. 

14. What are the payment options for my order?

We accept Visa, MasterCard, American Express, PayPal, Bank Deposits, POLi Internet Banking, Google Pay, Apple Pay, Shop Pay, and Afterpay on our AussieSuperStore website.

For Bank Deposit payments:
Please note that stock will not be allocated to your order until the payment has cleared, which may take 2–3 business days. Orders will only be dispatched or made available for pickup once payment is confirmed by our bank. If you're unsure about the status of your payment, please contact us to confirm. Also, please be aware that cash deposits made directly at any NAB branch will require the same clearance time as standard online transfers.

15. Do You Offer Gift Wrapping or Gift Messages?

🎁Yes, we do offer gift wrapping services! And you can also add a short gift message during checkout, and we’ll include it with your order. Gift wrapping & Messages Service is available for an additional $5 charge.

16. What are Gift Card Terms and Conditions

These terms and conditions govern the use of the AussiesuperStore Online Gift Card ("Gift Card") issued by AussiesuperStore, hereinafter referred to as "we," "us," or "our."

1. Redemption : Gift Cards can be redeemed on eligible products at aussiesuperstore.com.au. They may be used towards product purchases, including shipping and taxes. Gift Cards cannot be redeemed for cash or transferred to other accounts.

2. Value & Expiry : Gift Cards have no expiry date and are valid until the full balance is used.

3. Balance Enquiries : To check your balance. Visit aussiesuperstore.com.au. Or contact us at sales@aussiesuperstore.com.au or 0737 786 688 (You’ll need to provide your Gift Card number.)

4. Lost or Stolen Gift Cards : Treat your Gift Card like cash. We are not responsible for lost, stolen, or damaged cards, nor for unauthorized use. No replacements or refunds will be issued.

5. Usage with Promotions : Gift Cards can be used alongside other discounts and offers. They cannot be used to purchase other Gift Cards.

6. Purchase & Delivery : Gift Cards are available for purchase on our website and are delivered via email. The purchaser is responsible for entering the correct recipient details.

7. Non-Transferable : Gift Cards are non-transferable and intended for use only by the named recipient.

8. Refunds on Gift Card Purchases : Any refund from an order paid with a Gift Card will be returned to the same Gift Card. Standard return and refund policies apply to all purchases made using Gift Cards.

9. Legal Compliance : Use of the Gift Card is subject to applicable laws. We reserve the right to reject or void cards used in breach of these laws or our policies.

10. Policy Updates : We may modify these Gift Card terms at any time.  The latest version will always be posted at aussiesuperstore.com.au.

11. Contact Information: For support, please contact us on Email : sales@aussiesuperstore.com.au or Phone : 0737 786 688.

By purchasing or using a Gift Card, you agree to these terms and conditions. These terms and conditions are subject to change, and the version posted on our website at the time of use will apply.