SYDNEY AUSTRALIA 2138
Ph: 02 9736
1501 (during shop hours) Mail:
PO Box 3001
GROSE VALE 2753
Thursday and Saturday 10 - 4
Mobile: 0491016642 during "reasonable hours"
# Delivery cost?
Orders up to $150 ... A $9.95 Flat Rate will be added,
Australia high and
For orders which total over $150 - NO
Leclerc looms are excluded from either
category and delivery cost will be negotiated with the customer
# ALL orders are posted to
you enter as your Shipping Address during
Registration on Petlins Online Store pages. We DO NOT send orders to
your Paypal address (where this may be different). We DO NOT cross
address you may have recorded
as your delivery address in Petlins Online Store registration with a
Paypal address. If you make changes to your address just prior,
during or after you submit an order, please contact Petlins immediately
to verify the change. Paypal sometimes lists your address in the USA
... we use the address you entered in Petlins registration pages. There
is no need to contact us... contact Paypal as this is their issue.
# When will my order be
posted? Depending on the makeup of your order, many orders are
posted from the warehouse within 24-48 hours of us receiving Cleared
Payment into our account . Most items are kept in the warehouse,
some at the shop. To fulfil some orders, we may need to collect items
from the shop. We visit the shop on a Thursday and a Saturday ... soooo
... if you order an item on, let's say Sunday, which is at the shop, we
will not collect that until the following Thursday and generally post
it Friday... Sometimes we may prefer to send an item / an order
directly from Ashfords in NZ, This will be transparent to the customer,
involve no import hassles, no paperwork and above all, no more to pay
... and often is quicker than us posting it!
# When will I receive my
We cannot answer this question. Australia Post is our
main carrier and they will deliver your parcel. As stated elsewhere,
orders are usually posted 24 - 48 hours from receipt of payment. It is
then up to Australia Post to get it to you. Petlins have absolutely no
control over delivery times. Please do not ask this question but ask
Australia Post for an expected delivery date to your address. Usually
Australia Post will send you tracking information after your parcel is
posted ... did not receive it? Chances are we do not have your correct
# If Paypal is selected as your
All online payments are processed securely by Paypal, Petlins have no
access to, and therefore do not keep, any credit card details you may
provide during your checkout. Petlins have no control over when your
Paypal payment will be processed. This is between you and Paypal.
Petlins do not process your Paypal payment for Online Cart Orders. Have
a problem paying through the Paypal gateway? This is between you and
Paypal... Petlins are not able to assist.
# A Paypal receipt is a
Paypal receipt ... it is not a Petlins receipt. Payment
transactions through Paypal are between you and Paypal. Likewise, pay
through your bank and Petlins have nothing to do with the payment
transaction. Petlins take no part in the payment process of your order.
# NO, you may not need a
Paypal account or to have money in your Paypal account to pay
... simply select the Pay with Card option (yes, still within the
Paypal Checkout process, so you still need to go down that path) to pay
with any card. You can also pay by direct deposit to our bank account,
details are shown below.
# Your account > Orders may
show your order/s as "Pending", even after 12 months. This is
# Pending Pending Pending
... your bank account may show a payment as Pending. Paypal may show
your payment as Pending. If you are concerned, please contact Paypal or
your bank. This is between you and your finance institution and any
arrangements you may have with them regarding Online Payments. Once you
have proceeded to a payment gateway, Petlins have received your order.
We will contact you after 7 (seven) days if we have not received your
# Immediately you click the 'continue'
proceed to a payment gateway, we receive an order confirmation
email at this time. It
contains your delivery address at the time you placed the order and the
list of items you ordered. If you later realise something is incorrect
you need to contact us immediately as the information contained in this
initial confirmation is that which goes to the packing department. All
are posted to the address given on this initial email and will contain
the items shown as ordered. Consider we sent
something to the wrong address? Consider we did not send exactly as you
thought you had ordered? We will provide you with a copy of the
order we received to verify the details we received initially. Changing
your details AFTER we have received your order WILL NOT update the
details we have received AND we receive NO notification that you have
# Petlins will not be responsible
for any delivery sent to the address you provided as your delivery
address at the time of placing your order with Petlins, which later you
claim is incorrect.
# Ensure you check the contents of
your basket before sending your order. Have 2 of the same item
in your basket but only wanted 1? Simple... change the number in the
quantity box then click "Update Basket". Petlins will send the item/s
as listed on the order form we receive initially. Changed your mind
after you send the order and changed the details in your account? We
will not know you have done this and will send the item/s as originally
# The reason some customers end up
with more in their basket than they want is they click "Buy"
from the first page, then click "Add to Basket" on the next page. Only
wanted 1? Either ...Click "More" from the first page, then add 1 to
basket on the next page OR click "Buy" on the first page and do not add
another! Best advice ... Check the Contents of your basket!
# OK, so you hurried through the store,
did not check the final basket contents, added more than you wanted to
your basket yet completed checkout through Paypal before realising your
mistake. As stated previously, we do not confirm the quantities of
items you have purchased and will send items and quantities as listed
on the initial email we receive. Send an email to us as
soon as you
realise the error, but be advised, your order may already be in the
# You will receive a
confirmation email, sent to you after you place your order
and/or pay. We may send a confirmation email advising when your
order is posted. If it bounces back to us, it indicates you entered an
incorrect email address when first registering, hence we cannot contact
you! Australia Post will send tracking details to you after your order
has been posted
# Forgot your username or password
for Petlins Shopping Cart? We have NO access to your password and all
we can offer is to delete your current User Account and you can
re-register. Just let us know....
# Prefer to pay by Direct Bank Deposit?
Petlins Westpac Strathfield BSB 032069 Acc 730665 and use the
last 4 digits of the really long number you will see on your order when
you print the copy.
# Need to send payment by
Paypal ... simply make payments to firstname.lastname@example.org
This is our Paypal ID.
# Wish to pay now
and collect from the shop? Quite easy ... simply add this
item to your cart. It negates the addition of the postage fee, which will still appear on your order.
Please... look at the final value and you will see it only adds to the
total of the items purchased. You will need to pay the full total of
the order value and not take the postage value off (again!).
We hope this information is useful and will
reduce the number of enquiries we receive ... anything you have an
issue with and is not noted here? Let us know and we will add the
RETURN to Petlins