Delivery - Frequently Asked Questions

Have a question re a delivery from Audio Trends. Most will be answered below. Scroll down the page or simply click on one of the 'express' links.

Is My Order Insured?

When Will My Products Arrive?

What If I Am Not Home To Accept Delivery?

Can You Deliver To A P.O. Box Address?

How Do I Track The Status Of My Order?

My Tracking Order Is Not Working?

Do You Deliver Outside Australia?

I Have Only Received Some Of My Items, Where Are The Others?

How Can I View The Status Of My Order?

What Do I Do If My Goods Have Arrived Damaged?

Is My Order Insured?

All goods that leave our warehouse are insured. If goods don't arrive within 7 days of despatch from our warehouse, you may need to contact the Courier and lodge details. This is not hard and usually gets sorted out promptly. By all means contact us for assistance.

When Will My Products Arrive?

Our products may ship from various warehouses and as a result the time taken for them to ship to you can vary from product to product. Once the items leave our warehouse you will be notified via email that it has left and also given a tracking number to track your order online.

We use various carriers including TNT, Couriers Please & Australia Post to deliver your order and each of these carriers has varying speeds of delivery times. Therefore, the time taken for the goods to reach you once they have left our warehouse will depend on the carrier and your location. The average time taken is from 1-2 days in Metro Melbourne and 2-5 business days outside Victoria. Extreme rural areas of NT, QLD & WA may take a little longer.

Note, we cannot give any guarantees on delivery times other than the guidelines supplied by the Couriers. We do not accept responsiblity for delays as a result of their error, but will definitely assist as much as we can to get any problem sorted out speedily.

Can I Change The Delivery Address After My Order Has Been Despatched?

Changing Delivery Address after goods have been despatched is only possible if the goods have been despatched by TNT Road Express and it will cause additional delays which we have no control over. You will need to organise this by contacting TNT direct. Understandably, we cannot accept any responsibility for additional delays and inconvenience to you.

What If I Am Not Home To Accept My Delivery?

We require a signature upon delivery with most of our items. Where suitable, we recommend you have your purchases delivered to your workplace address or somewhere where it can be accepted. If no one is present when the delivery is made the courier will leave a calling card explaining how to collect or arrange re-delivery. You maybe charged a redelivery fee. If the parcel is being delivered by Australia Post then it will be available for collection from you local Post Office.

Can You Deliver To a P.O. BOX Address?

Sometimes. Most of our goods are delivered by courier directly to your door and require a signature upon delivery. As such these items cannot be delivered to a P.O. Box. We can, however, deliver to a P.O. Box when the items are being sent via Australia Post. To find out if Australia Post is the carrier, please check the delivery information on the product page. Alternatively, call us to make other arrangements. This can be to a business address or a P.O. Box, but an extra (small) fee may be payable.

How Do I Track The Status Of My Order?

Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases tracking updates could take 24-48 hours to update accurately. Alternatively you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.

Carrier tracking websites and numbers:

• Click Couriers Please or Phone 1300-361-000.
• Click TNT Express or Phone: 131-150.
• Click Allied Express or Phone: 131-373.
• Click Star Track Express or Phone: 137-678.
• Click Australia Post or Phone: 132-345.

My Tracking Number Is Not Working?

If the tracking is not displaying, double check the tracking number you have entered. Also, it can take anywhere from 6-24 hours for the tracking to update in some instances. If all that doesn’t work, you can always contact the Audio Trends Customer Service team at shop@audiotrends.com.au or (03) 9874-8233 during business hours.

Do You Deliver Outside Australia?

We can arrange delivery of smaller items, but no large electrical goods. Call us on (03) 9874-8233 to discuss your requirements. Goods can be paid for via direct bank deposit. Send us an email for further instructions.

I Have Only Received Some Of My Items, Where Are The Others?

Our items ship out from multiple warehouses around Australia and this means different products will ship from different locations and may not arrive at the same time. Once an item has left our warehouse you will be sent a “shipped” email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items from mulitple warehouses.

How Can I View The Status Of My Order?

At any time you can log into your account through our website to view the status of each item.  Any other enquiries – who to contact? For further enquiries or more information contact our friendly customer service team on (03) 9874-8233 during business hours.

What Do I Do If My Goods Have Arrived Damaged.

All items leave our warehouse with the external packaging in good order and condition. If any item is received with the packaging severely damaged, torn or with large holes in it, please do the following:

1. Delivery Point: If the driver is still there, unpack the goods in his presence. If they are physically damaged contact us immediately on (03) 9874-8233. Anyone will be able to assist.

If the product is obviously physically damaged, do not sign for the goods! We will authorise them to be returned immediately. We use recognised Carriers like TNT and the drivers are usually cooperative. Do not be pressured or rushed to sign for goods where there is obvious damage.

2. Goods Look OK: If the goods appear OK, but the packaging is damaged, you can accept the goods. But next to your signature add the letters STC – Subject To Check.

As soon as possible and definitely within 24 hours, check the goods to make sure they in good physical condition and are working correctly. If there is a problem, contact us immediately on (03) 9874-8233 and we will arrange replacement.

Note: Most deliveries occur during normal business hours – Monday to Friday. There are no deliveries on Public Holidays. Our office is open on business days between 10am and 5:00pm.  You can also Request A Call via our website and we will call you as soon as possible.

Returning Goods

You must obtain a RGA (Return Goods Authorisation) from us before returning any item. We will not accept goods back without an RGA and the items may be returned to you at your cost.