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FAQ's

How do I contact you if I have questions?

If you have any product related questions, feel free to call 1300 049 246 during business hours, and our locally based team will be able to assist you. Sometimes you may not be 100% sure that what you want to purchase will be fit for purpose. Our team will be able to give you more professional recommendations. At times it is worth having the conversation before making purchase online. Our sales teams is also contactable via email you can send your enquires to sales@safetyxpress.com.au

Who can purchase from SafetyXpress? Do you sell directly to public?

Anyone can purchase from SafetyXpress. There is no minimum or maximum order amount. You do not have to be a business or have an ABN. Any person can buy from us, be it a single piece of tactile, to thousands of bollards, we can cater to your needs, and we ship to anywhere Australia wide.

Where Are You Based?

We are a 100% Australian owned company and have three warehouses in Australia located in Melbourne, Sydney and Gold Coast. 

Pick-up is available for your order at all locations. You are welcome to visit our showrooms too, we have most products on display.

How Do I Find My Product?

At the top of every page there is a search bar that will search our entire website. It stays there all the time so if you are looking for something you just need to type it into the search bar. Alternatively you can use the menu bar on left hand side to browse through product categories. Once you have entered a category to browse, you get the complete list of products under that category. The website is easy to use and to return to the home page simply click on the Safety Xpress logo. If you can not find what you are looking for, you can always call 1300 049 246 and speak to our sales team.

I can’t find the product I would like to buy on your website, but it is in your catalogue.

Feel free to contact us via phone or email and ask us about the product you are interested to buy, we may be able to special order for you. Our catalogues are regularly updated online please follow download button on our homepage to download the latest catalogue.

Can I pickup in person? Do I have to pay for shipping?

If you are in Melbourne, Sydney or the Gold Coast, you can pick up from SafetyXpress warehouse Mon-Fri during business hours. On our website checkout page, you will still be required to enter your location (so that our system can allocate your order to the correct warehouse). Once you choose In-Store Pickup, you will be charged $0 shipping fee.

Please only come into our warehouse to pickup your order once you have received an email or phone call from SafetyXpress notifying you that your order is ready to be picked up.

If you require a product urgently and would like same day pickup, please call 1300 049 246 and our team will do our best to meet your needs. Note same day pickup is NOT possible for non-stocked item or special orders.

What does Lead Time / Non Stocked Item mean?

Some of our products have a lead time under Availability section. This means those products are not on site at our warehouse readily to be shipped, they are special order items or require manufacturing or assembly. Taking these factors into consideration it may be a few days before some products are ready to be shipped. Meaning products with a lead time will take some time to get to our warehouse. We can then get them ready and ship to you. For example, lead time 3 -5 days meaning from the time you have paid for your order, will take 3 -5 business days for your order to leave our warehouse, you will get an email notification form us once it leaves our warehouse and is with the courier. 

How Much Is My shipping?

We can ship to anywhere in Australia (with a correct street address provided, not to PO boxes). Shipping charges to your location is calculated on the Check Out Pages after you have entered your shipping address. Please note you will need to put all products you are intending to buy into cart first, click Proceed to Check Out, and follow the prompts on check out page, you will be presented with possible courier options at different prices.

Note If a remote destination is selected that is not in our database you will be prompted to email or call us to obtain a shipping quote.

I want to buy in bulk, can I get special discounts?

Depending on the product and quantity you would like to order, we may be able to offer you special discounts. Please contact 1300 049 246 or email sales@safetyxpress.com.au with your requirements and we will endeavour to offer you the best deal possible.

I am a business; how do I open an account with you?

Normally you will be required to be an existing customer, have made repeat purchase from us in the past, and we will need to conduct trade reference checks on potential trade customers. Please contact 1300 049 246 to discuss becoming an account customers.

Do I have to pay first before you can ship?

Yes you will be required to pay in full before we can ship your order to you. We will require payment to be settled into our account before we are able to process your order. Our accounts team monitor payment on a daily basis. Please note we do not accept screen captures as proof of purchase from you. Normally settlement is very quick and secure. If you have any concern with your payment feel free to contact us on 1300 048 246.

What payment methods do you accept?

You can pay for your order using Mastercard, Visa Card, Paypal, After Pay or Bank Transfer. You can pay online using these methods. If you wish to pay over the phone we can take Mastercard, Visa Card. We also have EPTPOS facility on site. Please note Paypal and After Pay can only be processed online, we can not take Paypal or AfterPay payment over the phone.

How secure is my credit card and personal information? 

We use eWAY to manage and process our online credit card payments. eWAY ensures bulletproof online security which is managed and monitored by real people, and backed by robust PCI DSS compliance. 24/7 Support is available to us should we need it and we sleep easy knowing we can contact the eWAY team anytime of the day or night.

Other payment options such as PayPal, AfterPay are securely managed through these providers. We do not keep any credit card details on file.

Where Do I Find Answers to Shipping Related FAQs?

When we receive payment for your order, our dispatch team will get to work preparing and packing your order to get it to you as fast as possible.

Once your order leaves SafetyXpress, your shipment is with the courier. If you think your order is delayed / missing / still not arrived, please check with the courier first, if you can not resolve the issue with courier, you can than contact Safety Xpress with your PO number or Invoice Number.

For details on Shipping related FAQs please refer to this page HERE

When Will My Backorder or Special Order Arrive?

In instances where part of your order will need to be back ordered, special ordered, or manufactured in-house, longer lead time will apply. You will be contacted by SafetyXpress, on an ETA. 

We will endeavour to get your order dispatched to you as soon as it is ready, therefore in such instances you may receive part of your order first on products that are readily available, and likely special order products will be shipped to you in another shipment once ready. Rest assured our team will be in touch with you with relevant updates, or you can always contact us during business hours to get the last update.

How Do I Create An Account?

Create an account via our website. You will see a “My Account” option on our Homepage. Click on this and then on the further option to “Click Here To Create A New Account”. Fill in your details – Email, Password, How You Heard About Us and your Shipping Details. Your new account will be automatically generated for you. Simple!

How Do I Edit My Account Information?

Log into your Safety Xpress account using your email address and password. In the top right hand corner click on “My Account”. Navigate to “Your Account Details”. You will then get a screen with the ability to change your details. Be sure to click on “Update My Details” at the bottom of the screen to ensure the changes that you make are saved.

I Forgot My Password

Go to the sign-in page. Next to the “Sign In” button you will see the link “Forgot Your Password?” Click on this. You will be prompted to fill in your email address to request a new password. An email will be sent to the address containing a link to verify your email address. You will then be able to set a new password.

My email address has changed since I registered. How can I change it?

Login to your Safety Xpress Account  on our website. Enter your usual credentials of email and password. Once logged in, go to the left hand side of the page under Manage Your Account and navigate to Your Account Details. In this section you are able to edit your details including your email address. If you have any queries you can contact us through the website or via phone on 1300 049 246 or email sales@safetyxpress.com.au

I have registered/purchased before but I have forgotten my password to login.

Simply click on Forgot Your Password? next to Sign In on the Login Page.

Fill in your email on the next screen to request a new password. An email will be sent to the address that you fill in containing a link to verify your email address and you will be issued with a password to access your account.

You can then change this password in Manage Your Account/Your Account Details once you have successfully logged in.

How Do I Change Quantities Or Cancel An Item In My Order?

If you realise that you need to make a change to your order soon after you place it, please give us a call on 1300 049 246 as soon as you are possibly able to. Our dispatch team are very prompt and hopefully we will be able to halt the dispatch of your order and alter it to your new requirements. Please have your order number ready when you call.

If by chance, your order has been dispatched already, we will be able to modify your order and arrange for you to return any unwanted items unopened and unused for a refund.

What Is Your Return Policy?

You may return most new, unopened items within 30 days of delivery for a full refund.  We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). However, should the return be a result of your error or change of mind you will be required to organise and pay for the return shipping to us OR you can return your unwanted goods in original packaging to one of our warehouse locations.

Note customers will need to organised pickup and return of goods to SafetyXpress themselves if it is due to change of mind, we do not offer pickup in this instance.

Please note that a 10% restocking fee will apply if the wrong item is ordered or the return is due to change of mind.

Custom ordered products including custom length mats, stair nosing, signs, handrail, trolley bays and any other custom order products cannot be returned due to change of mind.

Please refer to our Shipping & Return page for more info https://www.safetyxpress.com.au/shipping-returns/

I am not happy with what I received, what do I do?

If you believe the products you have received appear to be damaged or faulty, please get in touch with SafetyXpress as soon as possible, email photos or videos of what you believe is damaged / faulty to sales@safetyxpress.com.au along with your PO or Invoice number before calling 1300 049 246, one of our sales team will get in touch with you once we receive the photos, we will look into the issue to determine the best resolution for you.

How do I ask for a refund?

If you would like to request a refund, it would be best to email sales@safetyxpress.com.au with your PO or Invoice number, or you can call 1300 049 246 to speak to our sales team, we will access the situation and determine the best resolution for you.

What is Your Privacy Policy?

Protecting your information is important to us. You will find our Privacy Policy here: https://www.safetyxpress.com.au/privacy-policy/

Do I Have To Pay GST?

GST (Goods and Service Tax) is a broad-based tax of 10% on most goods, services and other items sold in Australia. Some of our products such as tactiles to assist the vision impaired are GST Free according to relevant laws in Australia we can not charge GST on these items.

I Have a Question On My Charges

Please give us a call on 1300 049 246 during business hours and we will be glad to help. Please have your order number ready so that we can find your order and assist you promptly.

I Need A Copy Of My Tax Invoice

Log into your account and navigate to "Completed" on the "My Account" page. From here you are able to see all completed orders you've placed at SafetyXpress. You can also print invoices from this page.

If you didn’t create an account when you purchased with us, check your emails. You will have received an invoice via email at the time of ordering. Or give us a call on 1300 049 246 and we will be glad to assist you.

When Will My Credit Card Be Charged?

Your credit card will be charged when you order your items. We do not dispatch items until they are paid for. You will receive an email acknowledging your payment once your payment has been processed.

When Will My Credit Appear On My Account?

Please bear in mind all refunds are made to the original mode of payment.

We'll notify you via e-mail of your refund once we've received and processed the returned item.

You should expect to receive your refund within 2 weeks of having initiated the refund process. This time period includes the approval required from us for the return, transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

You are always welcome to contact sales@safetyxpress.com.au or call 1300 049 246 if you need to speak to us regarding any product issues or return/refund queries.

How Do I Redeem My Rewards?

We run monthly promotion and there will special coupon codes that you can use to get discounts with certain products or services. Or you may have accumulated some Xpress points from past purchases. You can use these towards your next purchase to save you money. Simply enter coupon code or redeem points at checkout. The discount will be applied to your order, and you will be able to view your discounted total.

How long is the warranty on your products?

Our products carry a 12 month manufacturer’s warranty. However, some of our products have an extended manufacturer's warranty of 2 or 5 years. This means that if they fail under the conditions that were intended to be used during this period, we will replace them free of charge. Please read more on our Warranty Page HERE

Can I go to your warehouse anytime and buy what I need and pay on the spot?

Before coming to buy a product from our warehouse it is best to call us first to enquire, so to ensure that we have enough stock of what you want to pickup. You are able to pay for it in store using our EPTPOS facility.