Ph: 02 9736 1501 (during shop hours)      Mail: PO Box 3001  GROSE VALE  2753
Shop Open: Thursday and Saturday 10 - 4

Urgent Calls ONLY please
....  0427_089_825

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Using Petlins Online Store for the First Time?
Please read these Hints, Terms and Conditions....
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# Delivery cost? Orders up to $199 ... A $10.95 Flat Rate will be added, Australia high and wide!
        For orders which total over $199 - NO delivery charge.
        Leclerc looms are excluded from either category and delivery cost will be negotiated with the customer

# ALL orders are posted to the address 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 check an 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.

# When will my order be posted? Depending on the makeup of your order, many orders are posted from the warehouse within 24 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 order? 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.

# If Paypal is selected as your payment option....
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 still show your order/s as "Pending", even after 12 months. This is normal.

# 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 cleared payment.

# Immediately you click the 'continue' button to 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 orders 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 changed something.

# 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 ordered.

# 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 mail!

# 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? No worries
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  ropes2@petlins.com   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 answer...

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webpage by Ropes  2016