FAQs

Find the answers to some of our most frequently asked questions

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Delivery

How long will it take to receive my order?

Once we have received payment, we will do our best to dispatch your order within 48 hours. During busier periods, dispatch may take slightly longer but this will usually be made apparent on our website before you complete your purchase.

NSW / VIC / ACT / QLD – 3-5 Business Days

TAS / SA / WA – 5-7 Business Days

NT – 7-10 Business Days

Express Post is available to most areas if you wish to expedite your order. There is an additional fee for this, calculated at checkout.

Why am I missing items?

If you believe items are missing from your order, please review the following points:

1. Check All Parcels Carefully
• Some smaller items may be packed inside larger product boxes as part of our sustainability initiative.
• Packaging may be reused, so the outer box label might not reflect all the contents inside.

2. Split Shipments
• Large or heavy orders may be shipped in multiple consignments.
• You will receive a separate dispatch confirmation email for each parcel, including tracking information and listed contents.

3. Separate Deliveries by Carrier
• Although parcels typically leave our warehouse on the same day, Australia Post may deliver them on different days.

• This delay is due to carrier handling and is outside our control.
• Example: Hoses and reels are always shipped separately from other items.

4. Delivery Timeframe
• Please allow up to 5 business days for all parcels to be delivered before raising a concern.

5. What to Do If an Item Is Missing
• If tracking shows a parcel as “Delivered” but you are missing an item, please contact our Customer Service Team for assistance.

How do I track my order?

Option 1 

Log into your account, go to the order you wish to track and click ‘Track Shipment’. This will take you to the Australia Post website and tracking information. Alternatively, you can copy and paste your tracking number into the carrier’s website.  

Option 2 

Once your order is dispatched you will receive an Australia Post tracking number (please allow up to 48 hours for scans to show in their tracking system). As this moves through transit your parcel(s) will update with an estimated date of arrive.  https://auspost.com.au/mypost/track/#/search 

Occasionally, delays can happen, but most parcels arrive within 3 business days of the estimated date of arrival. If your order is sent in more than one parcel, please note these can get separated in transit and arrive on different days. 

Do you ship to PO Box and Parcel Locker addresses?

Yes, we can ship to both PO Box and Parcel Locker addresses. You can enter this information at the shipping section during checkout. 

What should I do if my order is taking longer than expected to arrive?

If your parcel hasn’t arrived within 3 business days of the estimated date of delivery outlined on the Australia Post track and trace website - https://auspost.com.au/mypost/track/#/search, you can: 

Lodge an investigation with Australia Post and email a copy of the outcome to hello@hoselink.com.au – if the parcel cannot be located or is deemed lost in transit, one of our customer service team will organise a replacement, no questions asked! 

You can also contact our customer service team for assistance at any time.

How will my order be shipped?

All orders are posted via Australia PosteParcel.

Do you ship internationally?

Orders placed through this website can only be shipped to Australian addresses.  

We do have some products available for delivery within the US. For more information, please visit our US website at http://www.hoselink.com or contact our US support team by emailing usa-support@hoselink.com. 

What time will my order be delivered?

As orders are dispatched with Australia Post we cannot guarantee a time of delivery. If your order is being delivered to a business address, please enter the opening times in the delivery instructions box during checkout (please note, these instructions are not guaranteed times for delivery).

Can Australia Post leave my delivery at the front door?

Parcels may be left in a safe location at the address if Australia Post deem it suitable to do so. You can put any delivery instruction requests in the relevant box at checkout, though please note these may not always be read or adhered to.

Please note, some larger parcels may be delivered directly to a local post office for collection. 

If you have set up a free Australia Post My Post Account - https://auspost.com.au/auth/login, then you will receive an SMS or email on the day of delivery where you can opt for safe drop or redirection to another address. Redirecting to another address may cause a delay in the delivery, depending on the location. 

What happens if I am not at home to receive the delivery?

Australia Post usually attempts delivery to the address. If no one is available to take the delivery, they will either leave a calling card for collection at a local post office or leave it in a safe place, if deemed appropriate.  

Please note, some larger parcels may go straight to a post office for collection. We cannot guarantee delivery to the address stated on the order.  

How much is delivery?

Hoselink offers free delivery on all orders where the total cart amount is more than $99. For orders under $99, there will be a $7.95 postage fee, pre or post discount code.

For small items such as O-Rings & Replacement Levers for Hose Connectors with Flow Control, which are able to fit into an envelope, there will be a small item delivery option at checkout which is $0.00. Please note, items sent in this method are not trackable and may take slightly longer to arrive. If this option does not appear at the shipping stage of checkout then it's not available for the combination of items in your cart.

Do you offer Express Post?

Some products are available to be sent via Express Post. If this is available for your area, it will appear as a delivery option at the shipping stage during checkout. Express postage is calculated on weight and distance and the price will show at checkout.

Returns

What is your returns policy and how do I return something to you?

We offer a 100% money-back guarantee on any purchase you make that does not meet your expectations. Simply get in touch with our team via one of the following methods within 30 days of receiving your order, and we’ll supply you with an Australia Post pre-paid postage label. You can print this out, attach it to the packaging and take it to any Australia Post outlet for a free return to our warehouse. Alternative, you can take the PDF version on your phone to the Post Office and they will print this out for you.

Once your goods have arrived at our warehouse, our returns team will process your exchange usually within 48 hours. Please note, this can take slightly longer during busier periods.

Can I return an item for an exchange?

Of course! Simply, get in touch with our team within 30 days of receiving your order, and we’ll supply you with an Australia Post pre-paid postage label. You can print this out, attach it to the packaging and take it to any Australia Post outlet for a free return to our warehouse. 

Once your goods have arrived at our warehouse, our returns team will process your exchange usually within 48 hours. Please note, this can take slightly longer during busier periods. 

I thought you had a lifetime warranty, is this true?

Hoselink has never offered a lifetime warranty. All products come with a warranty period, which is stated on each product page in the specifications tab below the product description. Warranties are effective from the date the goods are delivered. Even if your product is out of the warranty period, we encourage you to contact our customer service team as we do stand by the quality of our products and love to help our customers out where possible. 

Examples of warranty periods: 

Retractable Hose Reels – 2 years 

Sprayers/Nozzles and Watering Accessories – 1 year 

Solar Lights – 1 year 

Gardening Tools – 1 year 

My return will include Solar Lights. What is the process for returning this product?

We offer a 100% money-back guarantee on any purchase you make that does not meet your expectations. Simply get in touch with our team via one of the following methods within 30 days of receiving your order, and we’ll supply you with an Australia Post pre-paid postage label. You can print this out, attach it to the packaging and take it to any Australia Post outlet for a free return to our warehouse. Alternative, you can take the PDF version on your phone to the Post Office and they will print this out for you.

As you are returning Solar Lights you will also need to print and attach a ‘dangerous goods’ label to put on the return parcel. If you do not have a printer, you can ask our team to post one out for you, as Australia Post will not have this label to print off for you.

Once your goods have arrived at our warehouse, our returns team will process your exchange usually within 48 hours. Please note, this can take slightly longer during busier periods.

Payments

How can I pay?

We accept the following payment methods: 

Visa and MasterCard 

PayPal (online only) 

ZipPay (online only) 

Afterpay (online only, minimum $100 spend) 

GPay (online only) 

ShopPay (online only) 

Bank Deposit  

Paying via bank deposit 

Please note, using this method means the funds generally take 2 business days to show into our account, so there will be a delay in the dispatch of your goods. Please ensure you have contacted our team to set your order up in our system.  

You will the need to make payment using the below information, ensuring you use your Order ID and Surname as the reference/description so we can identify your payment. 

Bank: NAB 

Account Name: Hose-Pro International PTY LTD 

BSB: 082-146 

Account Number: 184495393 

The payment advice can be emailed to hoselink@hoselink.com.au

Why has my payment declined?

Check that the card number, expiry date and security code have been entered correctly. 

Check there are enough funds in the account. 

Ensure it’s a standard Visa or MasterCard being used (some pre-paid gift cards are not compatible with our payment platform). Amex is not accepted. 

Try an alternative card to see if the payment is accepted. 

If you are still having issues, please contact our customer service team on 1300 900 617 and we can try processing the Visa or MasterCard payment by phone. Failing that, we can email an invoice and you can direct deposit the funds into our NAB bank account. 

How do I use my gift card?

At the final stage of checkout, you can enter your discount or gift card code. Please note, they are case sensitive, so will need to be entered exactly as written. 

Any unused amount will remain on the gift card to be used with your next purchase.  

If the amount is greater than the gift card balance, then you can pay the remainder by selecting your preferred payment method upon checkout. 

How do I buy a gift card?

All gift cards are sent electronically by email. We do not have physical gift cards. To purchase: 

Search ‘gift card’ using the search bar on our website.  

Select the amount you wish to purchase ($25, $50, $75, $100, $150, $200, $250 or $500) and add to cart. 

Proceed to checkout, entering the email address you wish for the gift card to be sent to. 

Once you have entered and checked all details, you can continue to the payment page where you will finalise your purchase. 

When will I be charged?

We charge at the point of completing your purchase. 

Orders

Can I cancel my order?

If your order has not been picked by our warehouse team, then we can intercept and cancel the order. The best way to do this is by contacting our team as soon as possible after placing the order. This can be done by using the live chat feature on our website to reach the team. If possible, please also follow up with our team by phone on the next business day.

Can I amend my order?

If your order has not been picked by our warehouse team, then we can intercept and amend the order. Please use the live chat feature at the bottom right of the website for instant help during business hours, or to leave a message outside of regular hours.

What if my order is wrong or contains defective items?

We have strict quality control measures in place for our products as well processes in our warehouse to prevent this from happening. In the unlikely event that you have received the wrong item, or your order contains defective items, please contact our team.

If we have sent the wrong item, we will send out the correct item immediately as well as providing you with a pre-paid postage label to return the incorrect item. 

If the product is faulty, we’ll arrange a replacement to be posted out and advise if we require the other item returning to us. We may request a photo to be sent across or the item to be returned for quality control purposes. 

What if an item is missing from my order?

If you believe items are missing from your order, please review the following points:

1. Check All Parcels Carefully
• Some smaller items may be packed inside larger product boxes as part of our sustainability initiative.
• Packaging may be reused, so the outer box label might not reflect all the contents inside.

2. Split Shipments
• Large or heavy orders may be shipped in multiple consignments.
• You will receive a separate dispatch confirmation email for each parcel, including tracking information and listed contents.

3. Separate Deliveries by Carrier
• Although parcels typically leave our warehouse on the same day, Australia Post may deliver them on different days.
• This delay is due to carrier handling and is outside our control.
• Example: Hoses and reels are always shipped separately from other items.

4. Delivery Timeframe
• Please allow up to 5 business days for all parcels to be delivered before raising a concern.

5. What to Do If an Item Is Missing
• If tracking shows a parcel as “Delivered” but you are missing an item, please contact our Customer Service Team for assistance.

Can I have my parcel redirected to a different address?

If your order has already been dispatched, we are unable to change the address on your behalf as the sender. If you have an Australia Post My Post account, you can redirect your parcels to another address if it’s not too late in the delivery process.

The item I want is out of stock. Will you be getting more stock?

If an item is listed as out of stock on the website, we will be getting more stock in. If there is no due date on the product page when you click on the item, then we do not currently have an estimated date of arrival.  

To be sent an email when an out-of-stock product arrives at our warehouse, click on the product and hit ‘Notify me when available’. Here you can enter your email address to save you checking back periodically to see if the item is back in stock. 

What’s a pre-order?

If a popular item is out of stock but another shipment is on its way, you can place a pre-order.
A pre-order is a regular order but with a delay to the dispatch date. The product information page will indicate the expected arrival date and once the shipment arrives in the warehouse, your pre-order will be dispatched as quickly as possible.
When you place a pre-order, our system requires payment at the time of ordering.
If ordering multiple items, all items on the order will be held until the pre-ordered item is in stock, then sent together. If you urgently require some of the items you are ordering, please contact our customer care team with the order number to arrange a split delivery.

Can I delay the dispatch of my order?

Yes! During the checkout stage there is a tick box at the bottom saying, ‘Need to delay your shipping?’. Tick this box and then enter the date you wish for your order to leave our warehouse. Please note, we do not operate on weekends or public holidays.  

We will do our best to dispatch on the day you request, but during busier times there may be a slight delay. 

Shopping

Where can I buy Hoselink products?

Hoselink is an online-only retailer, and we like to deal with our customers directly. Therefore, you won’t find out products in any retail outlets. You can order directly through our website or by calling our friendly customer service team on 1300 900 617. Your order will be dispatched via Australia Post. We offer free postage on orders over $99 and a 30-day moneyback guarantee on all products.

Do you have a catalogue?

To move forward in line with our sustainability and environmental goals, we no longer produce printed catalogues. Allour products can be viewed directly on our website.

Do you offer wholesale?

Hoselink is exclusively an online retailer and only sells direct to the public. We do of course review individual requests so please email your enquiry to hello@hoselink.com.au.

Can I get a discount if I order in bulk?

We do offer bulk buy discounts on our Classic retractable Hose Reels and Solar Light range. Discounts will automatically apply at checkout where applicable. Please note, they don’t run during sale and promotional periods. 

We also offer various Bundles and these are discounted to a special package price. These items can be viewed here: https://www.hoselink.com.au/collections/Featured-bundles 

Is GST included in the price on your website?

Yes, all prices on our website include GST. You will receive a tax invoiceto your email address after completing your purchase. This willoutline the product and shipping totals including GST.

How do I know my credit card details will be safe when I order online?

Our website store is completely secure and encrypted. We do not store any credit card information on our website.  

If you pay via a credit or debit card to complete your purchase, our payment platform Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security System (PCI-DSS). For more information, you may wish to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).  

Warranty

What does the warranty cover and what isn’t covered?

We work hard to help our customers out with any product related issues you may have. We warranty out products to be free of defects in materials and workmanship that result in failure during normal usage. 

Warranties are covered for the original purchaser (unless purchased as a gift) and from the time delivery occurred.  

The warranty does not cover misuse, unauthorised modifications, and external causes such as acts of nature. The warranty does not cover general wear and tear or damage to any non-Hoselink product used in connection with a Hoselink product. 

How do I make a warranty claim?

Please contact our team to assist.

You will be required to provide details of the original purchase made, such as name and address (order number if known), along with details of the product fault. Providing a photo or short video via email often speeds up the process and may be requested in some instances. 

If the item cannot be repaired, items will be replaced (if within warranty) with the same item originally purchased or closest available in our current product range. For items that cannot be replaced, we will offer a credit to be used on a future purchase or a refund. If we require the item to be returned for repair or inspection, we will supply a pre-paid postage label so you can return the item at no cost to you, via any local Australia Post outlet.

Account

I can’t sign into my account

If you cannot log into your online account, it could be due to one of the following two reasons: 

Wrong password is being entered 

Email address is not registered in our system 

 

If you have forgotten your password, click the button and enter your email address to be sent a link to change it. Please check your spam/junk folder as occasionally they can filter into there. If this still does not come through to your email, please reach out to our team who will amend this for you.  

If you receive email communications from us but see a message saying, ‘your email address is not recognised’, it could be that the account set up has not been finalised. Please contact our team on 1300 900 617 who will send you an account invitation to complete this process, so you can then access your account information and any order history. 

How do I unsubscribe from your newsletter?

At the bottom of every newsletter there is an ‘Unsubscribe’ option. Simply click this to be removed from our mailing list. Please note, it can take up to 48 hours to take effect.  

In the unlikely event you continue to receive these, please respond to the email requesting to be unsubscribed and one of our team will ensure this has been done for you. 

How do I change my account information?

Log into your online account. From here, you can click onto the ‘Account Details’ tab and then click ‘View Addresses’. From here you can add, edit or delete an address linked to your account. 

If you need to update any other details, such as your email address, please reach out to our customer service team. 

Products

I have a question about a product, where can I get the answer?

We provide product information, specifications and FAQs on the relevant web page for each product. We also provide information on using Hoselink Hose Fittings in our Compatibility Guides.

Where are your products made?

Hoselink is a 100% Australian owned family-run business. Our products are manufactured in various locations including but not limited to Australia (Fertilisers and Drinking Water Hoses), Taiwan and China. Whether a product is manufactured here in Australia or oversees, we have strict quality control measures in place to ensure our customers receive the highest quality products they come to expect from us. This is also backed by our Sydney-based customer service team who are more than happy to help with anything you need.  

Of course, as Australians, we would love to manufacture all our products here and this is something under constant review.  

Do you offer a repair service?

Most items can be fixed from home, and we have documents and videos to assist you as well as the support of our friendly customer service team if you need a helping hand. Unfortunately, we do not offer a service where we come out to your property; however, if your Hose Reel is repairable, we can arrange to get the item back for our technician to fix for you. 

If your Hose Reel is still within the warranty period, we will provide you with a pre-paid return label, so you can return the Reel via any Australia Post outlet at no cost to you. If out of the warranty period, we’re more than happy to repair your Hose Reel free of charge, we just ask you to cover the postage cost. We can arrange this for $30 ($15 each way) and there is no charge for the repair itself.