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Customer Service

Shipping & Delivery

 

What destinations do we ship to?

crashmat currently ships to Aussie residents only.  For all NZ order, please get in touch with Sage Lifestyles, our NZ distributor.

We use Australia Post for all our deliveries and will send you the tracking number when your order has been dispatched.

For all International orders, please contact us directly via email for a shipping quote via sales@crashmat.com.au

 

How much will I pay for shipping?

We offer a flat rate of $9.95 for shipping on all Australian orders 

 

How long will it take for my order to arrive?

We ship all your orders from Melbourne with Australia Post usually within 24-48 hours of recieveing your order.  Your order will then take approximately 2-7 days to arrive to your address.  Some remote areas of Australia may take longer.

 

Can I ship to multiple addresses?

No, we are not able to do split shipments. You will need to create multiple orders if you wish to send to multiple destinations.

 

Can I change my order after it has been placed?

After you have clicked "Process Payment" your order begins to process and you cannot make any online changes to your order. Our system is designed to fill orders and get them on their way as quickly as possible and does not allow for any changes once the order has been processed.

 

Can I return for change of mind?

Yes.  We have no problem with you purchasing a crashmat through our online store and then deciding it is not suitable.  You will just need to pay for return postage.  The purchased item must be returned in it's original packaging and be unused within 7 days.  Original postage charges will not be refunded.

 

How can I track my order?

When your order is dispatched, we will email you the tracking number.  You can then follow your order via auspost.com.au by entering this tracking number on their website.

What happens if my product is damaged or defected when it arrives?

crashmat endeavours to provide customers with the highest quality products. However, should your item be damaged or defected in anyway please send an email to store@crashmatstore.com within 7 days of your purchase.

On receipt of your email we will assign you a tracking number. You then will need to mail your item(s) to the following address:

crashmat
Returns Department Tracking #
PO Box 390
Camberwell VIC 3124
Australia

Please include in your package a signed letter stating the reason for your return and the original invoice. PLEASE NOTE: Products that have been used or altered will not be accepted for return or exchange.

What if my order is incomplete or doesn't arrive?

If you have a problem with your order please contact us on sales@crashmat.com.au or +61 409 231 052.

 

Privacy & Security

Privacy:

We know that keeping your personal information private is extremely important and we take every care to ensure its security. Crashmat does collect information from you (our customer) and visitors to our website. We do this to effectively operate our website and enhance your experience with Crashmat.

Collection:

Providing personal information is not a prerequisite for accessing the Crashmat website. It is however necessary when placing an order online or joining as a Crashmat member. Apart from the information you personally provide to us we may collect navigational information when you browse the Crashmat website. This is general information like your domain type, IP service provider, browser type and IP address and is presented in the form of overall average use on a daily basis and does not contain personal information about you.

We also use a browser feature known as a cookie, which assigns a unique identification to your computer and are typically stored on your computer's hard drive. Both navigational information and cookies are used by us to identify problems, evaluate the effectiveness of our website and analyse trends. With this knowledge, we can improve the quality of your experience on our website by recognising and delivering more of the most desired features.

Storage and Security:

When purchasing from crashmat your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard.

If you are visiting Crashmat from a location outside Australia, your connection will be through, and to, servers located in Australia. Your orders placed with Crashmat will be accepted and fully processed in, and shipped from, Australia unless otherwise notified. All information you provide will be processed and securely maintained in Australia.

Use and Disclosure:

Crashmat does not sell, rent or disclose any personal information collected to unrelated third parties unless required to do so by law. We use the information gathered for processing your order, developing our website and improving our products and services. We may use the information you provide to inform you about new products via email or postal mail. You can always choose not to receive any further emails or promotional material from us by clicking on the appropriate link clearly visible on all communications.

Contacting us:

If you have any questions, comments or concerns regarding our privacy policy, please contact us at the following email or mailing address:

Email: sales@crashmat.com.au
Mail: PO Box 390 Camberwell VIC 3124

 

Payment, Pricing & Promotions

 

What type of payment do we accept?

crashmat accept VISA, Mastercard and American Express credit card payments and Paypal. Your credit card will be charged when you place your order. If we are not able to fulfil your order for any reason your credit card will be refunded. Orders will only be shipped after your payment has been cleared.

We also offer a bank transfer option for customers. If you wish to use this option please select this method on checkout. Please allow up to 3 days for payment to be received. As per credit card payments, orders will only be shipped after your payment has been cleared.

Should you wish to make a purchase using another method please contact crashmat on +61 409 231 052.

 

Is Australian GST calculated on orders?

Yes, our prices on the website include Australian GST (Goods and Services Tax). 

 

What price currency does crashmat use on the website?

All crashmat orders are advertised in Australian dollars (AUD).

 

Are Customs and International Duties Tax payable?

International orders can incur taxes and duties as determined by the customs agency within the destination country. Although this does not always occur, assessment of duties and taxes will be based on the value of the order and the tax-free threshold (if it exists) for goods imported into the destination country.

Payment of any duties and taxes is the responsibility of the customer. Occasionally this may be listed as an additional postage fee. Unfortunately we have no control over such fees. (More information can be obtained by contacting your local customs office.)

 

Orders:

We reserve the right to refuse any order without giving reason. Upon cancellation of an order we will make all reasonable attempts to contact you using the details provided. All received monies will be refunded using the method received for online purchases.

Delivery:

The delivery times provided by crashmat are estimates only. crashmat will not be held accountable for late deliveries or loss or damage relating to late deliveries. Please ensure you enter the correct delivery address. crashmat cannot be held responsible for incorrectly entered delivery addresses.

Pricing:

Prices on the crashmat website are subject to change without notice.

Order Cancellations:

If notified before goods have been dispatched, crashmat can accommodate order cancellations. If items have been shipped, crashmat reserves the right to refuse order cancellation or charge a cancellation fee if the goods have been dispatched.

Warranties:

The products are subject to all warranties implied or imposed by statute in Australia. All other warranties are expressly excluded.

Jurisdiction:

The terms of agreement between crashmat and its customers (you) in relation to the sale of products and the use of this website are exclusively governed by the laws of the State of Victoria and the Commonwealth of Australia.