FAQ

Frequently Asked Questions

  1. How can I contact you?
  2. How long does shipping take?
  3. Do you have a Refund or Warranty policy?
  4. Which types of payment do you take?
  5. I need more information?
  6. Do you have a Retail Shop?
  7. Is all your stock displayed on your site?
  8. Should I insure my items?
  9. Do you ship to all countries?
  10. Will there be customs duty or taxes to pay on my purchase?
  11. How do I search?
  12. May I copy pictures or text from your website?

Answers



  1. Please click here or click on the 'About us' link at the top of this page, from here you will also find our details.
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  2. Within Australia shipping usually takes from 2 to 10 days dependant on the method and service available to your area. To overseas countries, much depends upon the efficiency of the postal service within your country. For further information, you should contact your local Postal Service.

    Flat rate shipping Australia wide
    - when a flat rate shipping Australia wide is shown on a product, then that amount is based on standard or economy delivery times. Express Shipping is not calculated when a product has flat rate shipping. If you need a product urgently, and that product has Flat rate shipping Australia wide charges, then contact us and we can calculate and let you know what the price difference will be. This can be done quite quickly by phone or email.

    Use your own shipping - if you have a transport company that you use regularly, and wish to use them to pick up your goods, then simply pick 'custom' under shipping method on the checkout page, then click on 'Contact regarding own shipping', and tell us your arrangements. We will need the transport company's name and address, contact number, and contact name, and of course your full contact details.

    Pickups - if you wish to pickup goods yourself, then simply pick 'custom' under shipping method on the checkout page, then click on 'Contact regarding own shipping'. We will then need your full contact details, and the full contact details of the person picking the goods up. That person must then provide ID (which will be recorded) of who they are when picking up the goods.

    Please note, that at times the shipping costs may vary to that calculated online. The shipping companies may impose a surcharge due to geographical location, actual parcel size or dimension. If this is the case, then you will not be charged until we will notify you of any changes, and you are happy to go ahead with the order.
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  3. Refunds - *Yes we do. If you have made an incorrect choice, or the product you purchased is not suitable for what you intended, then we will refund the purchase price minus the shipping cost in the same form as you paid, i.e. Visa, Direct Debit, etc... (if you made a purchase for $50.00, the product was $45.00 + $5.00 shipping, then you will be refunded $45.00).

    You will then need to inform us within 10 days and then return the product to us in it's original condition of course product packaging and POSTAGE PAID, that means it is your responsibility to pay for postage/shipping costs back to us. *Please be aware that not all products can be refunded or exchanged! such as computer software or DVD and video training products, unless faulty, where then they will be exchanged only, or if a product has been specifically and specially sourced for you.

    If you are unsure of any product or products, then call or email us and we would more than happy to supply more information or detail if possible. We're here to help you! Although we are trying to supply as many images as possible, and due to the enormous amount of products (20,000 +) on this site, product and packaging are changing all the time. Images are to help you with your selection, and are for illustration purposes only.

    Warranties - All warranties are manufacturer warranties. Please note that to claim warranty your item must be sent back to us POSTAGE PAID, that means it is your responsibility to pay for postage/shipping costs back to us within the specified warranty period. Any goods sent to us that is not POSTAGE PAID will not be accepted, and will be returned to sender. Once we have received the item we will then, depending on the manufacturer's warranty policy, we will either fix or replace the item as fast as we can, and then get it back to you so you can get on with the job at hand. Usually warranty turnaround is approximately 1-2 weeks from receiving the item from you, and parts availability from the supplier. This is a standard manufacturers' warranty claim procedure placed within Australia. PLEASE NOTE, it may not be necessary to ship the item back to us, if e.g. the item is a power tool, then there may be a service agent close to you, even if you're in the country. Please contact us for further details. It is also STANDARD MANUFACTURER POLICY that a copy of the purchase receipt MUST accompany the item, otherwise warranty procedure will not proceed and it will be on a charge basis.

    Most products carry a one year warranty, but some suppliers carry a longer warranty on there domestic tools (this may be subject to change without notice at the manufacturers' discretion).

    Our Return Address:

    Walker's Hardware
    5 Stirk St
    Kalamunda, Western Australia 6076

    Phone: (08) 9293-2511
    Fax: (08) 9293-1678

    e-mail:
    sales@walkershardware.com.au

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  4. We take payment by Visa, MasterCardAmex, Paypal and Electronic Funds Transfer (Direct Debit) to our bank account (details are on our checkout page), cheques drawn on Australian bank accounts (once we have verification of the payment of your order), the goods will be shipped the same or next working day) and, by arrangement, cash. For overseas customers, initial orders must be Electronic Funds Transfer (Direct Debit) for verification. Regretfully we cannot take cheques drawn on non-Australian bank accounts. Please contact us if you have any concerns about payment.
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    Easy, simply click on the 'contact us' link on the details page, or on the 'About Us' link on the top menu, and simply let us know what  details you need to know more about along with your preferred contact details and we'll contact you on the same or next working day.
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  5. We certainly do. We have been trading for over 30 years. So now you'll benefit as we bring our expertise from a Retail Shop to you over the internet.
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  6. With over 20,000 products, it will take us some time before most of our stock is shown here, we will be posting as quickly as possible. There will be some items that cannot be sold through the Internet, but are there to give you an idea of our product range, such as gas refills (one of the more obvious ones). Please contact us if you are searching for something in particular.
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  7. Most goods can be insured through us with Australia Post or any other shipping company we may use where it is available to your destination. Some countries, will only accept insurance with their own nominated service.
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  8. No, we only ship within Australia.
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  9. GST - All purchases made within Australia attracts a 10% GST (Goods and Services Tax).
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  10. Searching is very simple, and very powerful. Simply go to the search box at the top left of the 'home' page, or most other pages for that matter, type in what you are looking for, e.g. "hammer", and everything with hammer will appear. It will search the Product Groups, Categories, Sku, Description of the item and even the comments of the item, wherever the search text appears.
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  11. Nearly all the content, which includes pictures, text and graphics, is the copyright of Walker's Hardware Mitre 10. If you wish to use any of the content for any purpose please contact us. You will need written permission if granted. A fee may be charged for commercial use.
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