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FAQ's

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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 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. Our website has the details of warranties for individual products. 

 

How do I contact you if I have an issue?

Simply call 1300 049 246 or 0419 049 246 and one of our friendly team will be able to assist you. If you prefer you can also send an email to sales@safetyxpress.com.au

As we are a 24/7 online store our website is always available to take your enquiries. You can use the online enquiry form through the Contact Us section on our website also. If you can, please include your order number in your correspondence to make it easier for us to resolve your query.

 

Where are you based?

Our Head Office is at 3 Jellico Dve, Scoresby, Melbourne. We are located just off Ferntree Gully Road, which is very convenient to Eastlink, the largest tollway network in Victoria.

We also have a warehouse at Unit 1/19 Central Dve, Burleigh Heads, Queensland, situated very close to the A1 which is the major highway running from NSW to Brisbane.

 

When can I expect to receive my order?

We aren’t called Safety Xpress for nothing!

We use a freight brokerage firm so from the moment we receive your order we are out to find the fastest, most reliable freight company to ship your individual order to you. You can be guided by the following times as a general rule if we receive your order by 12 Noon Monday-Friday:

Melbourne

Next day delivery

Sydney (if order received AM)

Next day delivery

Sydney (if order received PM)

2 days

Queensland

3-4 days

Tasmania

2 days

Western Australia

4 days

Far North Queensland

4-5 days

South Australia

3 day

 

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 0419 049 246.

 

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

Don’t worry we can help here too!

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 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.

 

Can my delivery be sent to a PO Box?

We use the reliability and swiftness of courier companies to deliver our stock. Unfortunately, their service does not extend to PO Boxes and in the case of the majority of the items we sell, our bollards and wheel stops won’t fit in PO Boxes making direct delivery to your home or workplace the most convenient for you.

 

Can I Track My Order?

When your order is dispatched from our warehouse upon receival of your payment, you will receive an email with a courier tracking number attached. You can track your delivery using this number and contact the courier company directly should you have any concerns regarding your order.

 

What products are most popular?

Safety Xpress started with the sale of online Convex Mirrors and quickly grew from there. We strive to stay competitive in this area (there’s a bit of a sentimental feeling around them) and so we sell a lot.

We then decided the industry needed a range of competitively priced, good quality safety products including bollards, speed humps and wheel stops. We feel so passionately about this that we have even designed and engineered our own products – The Ultimate Range.

 

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

We strive to make sure all of our products are available all of the time, but on the rare occasion that a popular item sells out, we may remove it from our website so that our customers don’t have frustration with out of stock experiences. Feel free to contact us via phone or email and ask us when the item/s will be back in stock and we will be able to give you an estimated date of arrival.

 

Has My Order Shipped?

When we receive payment for your order, our dispatch team will go to work preparing and packing your order to get it to you as fast as possible. We pride ourselves on fast and efficient delivery. Once a courier company has been booked for your order, you will receive a tracking number via the email that you supplied us with so that you can track its progress and contact the courier company should you have any queries.

 

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 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.

 

My Order Never Arrived

Please check your email account for a notification from us containing your tracking information when your order was dispatched. You can see the status of your delivery through this tracking link. If there was no-one to receive the delivery and you didn’t authorise the stock to be left on the premises, the courier company may have returned the stock to their distribution centre to be reattempted for delivery at a later stage. The courier company will be able to advise you of this, if this is the case. If you didn’t receive a tracking number, please give us a call and we will endeavour to assist you.

 

An Item Is Missing From My Shipment

Please check your delivery carefully. Our dispatch team wrap our orders carefully and sometimes items can be hiding in extra protective wrapping and padding. If after double-checking you still can’t find something you ordered, please give us a call and our friendly team will check what you ordered against what you received and work their magic to fix what went wrong.

 

My Product Is Missing Parts

If it happens, it happens rarely, but certainly give us a call and we will jump through hoops to help you. Don’t forget to double-check all the packaging that our dispatch team have used to protect your item/s as sometimes items can get wrapped separately. Still can’t find it? Call us.

 

When Will My Backorder or Special Order Arrive?

When you ordered your item/s we would have given you an idea of how long you would have had to wait to receive it in the unlikely event that we were out of stock of your item or we were ordering it in especially for your requirements.

We will endeavour to get your order dispatched to you as soon as it is ready. We know that you want it as soon as humanly possible. We will give you a call or send you an email when it is ready to be picked up or when we have dispatched it and you will receive a tracking number so that you can keep an eye on its progress with the courier company.

 

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.

 

How Much Is My shipping?

We can ship to anywhere in Australia. When you place an order shipping is automatically calculated by the total weight and delivery location specified in the checkout process and displayed prior to making payment. 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 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.

 

How Do I Return My Product?

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

 

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.).You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the 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).

Other returns will be accepted at the Manager's discretion but will incur a restocking fee.

 

When Will My Order Ship?

Orders are generally dispatched the following day after an order is placed, same day dispatch is available on request if an order is placed prior to 12.30pm.

 

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 which are designed to assist the vision impaired are exclusive of GST.

 

I Have a Question On My Charges

Please give us a call on 1300 049 246 or 1300 049 246 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 tosee 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 Appear On My Account?

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the 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).

 

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.

 

How Do I Redeem My Rewards?

When you get to "Checkout" or when you are able to view or edit your shopping cart, you will see the prompt box for Coupon Code or Redeem Gift Certificate. Simply enter your unique code in thecorresponding boxand click on “Go”. The discount will be applied to your order and you will be able to view your discounted total.

 

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.

 

How Do I Navigate The Site?

The menu bar running horizontally across the top of the webpage offers browsing by category or further down the page you can browse by illustrated category. Once you have entered a category to browse, you get the complete list of categories on your left-hand side so that you can navigate between them. The website is easy to use and to return to the home page simply click on the Safety Xpress logo.

 

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