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Website Frequently Asked Questions

DELIVERY

Once payment has been processed, we make it our priority to dispatch orders as quickly as possible. Dispatch is often within 24 hours but can take slightly longer during busy periods. Usually we will advise of any delays on our website.

Estimated delivery times:

  • NSW/ACT/VIC/QLD: 3-5 business days
  • SA/WA/TAS : 5-7 business days
  • NT: 7-10 business days

Please notes these are estimated delivery times we have received from Australia Post, so we can't guarantee a day or time for delivery.

There are 2 ways to do this.
Option 1: Log in to your account, go to the order you want to track and click ‘Track Shipment’. This will take you through to the Australia Post website with the tracking information. Alternatively, you can copy and paste the tracking number into the carrier’s website. http://auspost.com.au/track
Option 2: If you provided an email address when ordering you can click the link in your dispatch confirmation. This will take you directly to the relevant tracking information. Please allow 24-48 hours for tracking information to be available from notification of dispatch.

Yes, we ship with Australia Post so are able to deliver to PO boxes.

If you have tracked your parcel and it hasn't arrived within 3 business days of the estimated delivery date.

  • Check we have the correct delivery address for your order and your contact details are up to date.
  • Check to see if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local post office.
  • Look in any safe areas the driver may have left your parcel, such as behind plant pots or bins, or in a shed, garage or porch.
If you still can’t find your parcel, please contact our Customer Care team via one of the following methods and please have your order number ready to provide.

All orders are sent with Australia Post eParcel.

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

We do have some products available in the US. Please visit our US website Hoselink.com or contact the US support team by email: usa-support@hoselink.com

Or click here: https://www.hoselink.com/pages/contact-us

You order will be delivered by Australia Post. They are unable to provide a delivery time or delivery window.

For orders to a business address, including the opening times in the delivery notes may assist the driver with the delivery of your parcel (not guaranteed)

You can request for your parcel to be left in a safe location if you're not home. This information can be put into the delivery instructions box underneath your delivery address when ordering online.

Please note this is not guaranteed to happen and some larger parcels can be delivered straight to the post office for collection.

If you have set up a FREE Australia Post My Post Account you will receive an email/SMS during the delivery process providing an option to redirect to another address or safedrop at your house. You can choose this option at your own liability.

Australia Post will usually attempt delivery directly to the property. If no one is home, they will either leave in a safe place if deemed appropriate or leave a calling card for collection from a post office. Some larger parcels may be delivered straight to a post office for collection.

RETURNS

We’ll make this process as simple as possible for you.

Whether you ordered the wrong item, are unhappy with the product or if it is defective, we’ll send you a Postage Paid Return Label at no cost to you if you are returning the product within 30 days of purchase. We ask you to appropriately package the item you are returning, affix the return label and drop the parcel at any Australia Post outlet.

Before sending the return, please contact our Customer Care team through one of the following methods below. If possible have your order number handy!

If you're not happy - we're not happy!

We offer a 100% Money Back Guarantee on any product you purchase from us that does not perform to your expectations. Simply return it to us within 30 days of delivery and we’ll issue you with a full refund or an exchange. To organise a return label at no cost to you, please contact our Customer Care team through one of the following methods below. If possible have your order number handy!

Of course! To organise a return label at no cost to you, please contact our Customer Care team through one of the following methods within 30 days of receiving the parcel. If possible have your order number handy! Once we receive the item being returned we’ll contact you to organise the exchange.

We get asked this occasionally but no, none of our products carry a lifetime warranty. Due to the unique design of Hoselink hose fittings, we can and do guarantee that a correctly fitted Hose Connector will never burst off your hose.

All of our products come with a warranty, which is indicated on each product page in the specifications tab below the product description. Warranty dates are effective from date of purchase.

For example:

  • Tap to hose fittings - 3 year warranty
  • Retractable hose reels and hose- 2 year warranty
  • Accessory connector with swivel and hose connector with flow control – 12 months
  • Spray guns and watering accessories - 12 month warranty
  • Garden care products – 12 month warranty
  • Solar lights – 12 months
  • For further information, refer to: Our Warranty

PAYMENTS

We accept the following payment methods:

  • Visa and Mastercard
  • Bank transfer (Direct Deposit)
  • Paypal (online orders only)
  • ZipPay (online orders only)
  • Afterpay (online orders only $100 minimum spend)

Paying by Bank Transfer (Direct Deposit)

Pay by directly depositing the money into our bank account. This can be done by internet transfer or by paying at a NAB branch into our account. Be sure to use your Order ID number and surname in the description so we can identify your payment.
Bank: National Australia Bank
Account name: Hose-Pro International Pty Ltd
BSB: 082 146
Account number: 184495393

ZipPay

‘Buy Now, Pay Later’ - Sign up with ZipPay to pay for your purchase in monthly instalments. Signing up is easy, but you will need an email address and mobile phone number to register. When filling out your contact information on our website, please ensure you enter an email address otherwise ZipPays security checks will not allow you through to their website to complete your purchase. For full FAQ’s click here.

Afterpay

‘Buy Now, Pay Later’ - Sign up with Afterpay to pay for your purchase in instalments. Signing up is easy, but you will need an email address and mobile phone number to register. Please note, your order does need to be over $100 in order to qualify to place your order through Afterpay. For full FAQ’s click here.

  • Check the card details have been entered correctly, including the expiry date.
  • Make sure you enter the security code correctly – that’s the three digit number on the back of your card.
  • Your card issuer may have declined the payment – as they don’t tell us the reason for this, it’s best to check with them.
  • If you’ve tried all of the above, try paying with another card.
If you continue to experience problems, please contact our Customer Care team on 1300 900 617 and we can take a Visa or MasterCard or simply email you the invoice to pay online

  • Select the items you wish to purchase and add them to your shopping cart.
  • When you are finished, go to the checkout, on the right you will find 'Gift card or discount code'.
  • Enter the voucher code you have been supplied with and confirm the order.
Any unused portion of the gift voucher will still be available for your next purchase.
If there is a further balance due, simply select your preferred payment method, enter the payment details and confirm the order.

It’s easy to purchase a gift voucher on our website.

  • Select the desired amount ($25, $50, $75, $100, $150, $200, $250 or $500) and add to cart.
  • Proceed to checkout and enter the contact email address you want the gift voucher to be sent to. Your voucher will be sent electronically by email.
  • Once details are correct, you will then enter payment details to complete your purchase.

When you process an order online or over the telephone, the payment will be processed immediately.
If you are placing a pre-order for an out of stock item, the payment will be processed at the time you place the order. The order will be held and then dispatched once the backordered item is in stock.

ORDERS

If you contact us as soon as possible, we may be able to intercept the order and cancel it before it is packed and dispatched.
Please call customer care urgently on 1300 900 617 with your order number to see whether this can be done

If you contact us as soon as possible, we may be able to intercept the order and amend it before it is packed and dispatched.
Please call customer care urgently on 1300 900 617 with your order number to see whether this can be done

We are keen to sort out any issues with incorrect or faulty products as quickly as possible. Please contact our customer care team through one of the methods below. If possible have your order number handy!

If we sent the wrong product, we’ll arrange for you to return the incorrect item and immediately send the right item out to you.
If the product you received is faulty, we’ll arrange for a replacement. Refer to our Returns Policy for next steps.

Depending on the size and type of the products you have ordered, we may have sent separate parcels. You will be able to see this on the email from our warehouse telling you your order is on its way.
If your order has been sent in different parcels, then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything. We try to post all items on the same day but if this does not happen you will at some stage get the other tracking numbers for each consignment.
If an item is missing, please contact customer care with the order number through one of the following methods.

If an order has not already been dispatched, we may be able to change the delivery address. Urgently contact Customer Care on 1300 900 617 to see whether this can be done. If you have a FREE Australia Post My Post Account, you will receive an email and / or SMS notification during the delivery process, giving you the option to re-direct your parcel in transit. This request can only be completed by the recipient.

If we have an arrival date on the next shipment, you will have the opportunity to place a pre-order to secure an item from that shipment. Instead of “Add to Cart”, our website will indicate “Pre-Order”. When you click “Pre-Order”, the product listing will provide specific details around the expected delivery date.
Occasionally items will be discontinued, in which case they will no longer appear on our website.
If there is a product you are interested in that we do not stock, please contact Customer Care via email at hello@hoselink.com.au to register your interest.

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 through one of the following methods to arrange a split delivery

Yes, when ordering online, at the shipping stage of the checkout process, check the tick box which is located next to the delivery instructions at the bottom of the page.. You can then enter the date you want your order to be dispatched. We will do our best to get this out on the requested day but it may be a day two later during busy times.

SHOPPING

Hoselink is an online retailer, selling directly to the public so you won’t find our products in any retail outlets. Place your order via our easy to use website or if you prefer, call our friendly Customer Service team on 1300 900 617 to place your order. We’ll deliver your order, wherever you are in Australia. Plus, you can enjoy free delivery when you spend over $30. With a 30-day money back guarantee and excellent customer service, you can trust Hoselink for a great shopping experience.

Yes and we send a catalogue with every order. You can download a pdf version from our website.
Hoselink Catalogue
Feel free to contact our customer service team through one of the following methods and we can post one out for you.

As we’re an exclusively online retailer, we sell directly to the public – we therefore don’t offer wholesale.

Bulk buy discounts apply to our Hose reels and Solar Lights, discount are automatically applied at checkout.
We also have a number of Bundles Deals available online.
We do not generally offer bulk discounts on other items but are happy to assess any large orders on a case by case basis. Please call 1300 900 617 or email us at hello@hoselink.com.au if you wish to discuss this.

Yes, all prices include GST.
After placing your order, you will receive a tax invoice showing:

  • Product Subtotal - The total cost of what you have purchased including GST
  • Shipping Subtotal - The cost of posting your order to you including GST
  • GST Inc. - The included amount of GST of the total order. This shows the GST portion of your order, and is not an additional amount.
  • Grand Total - Total cost of the order (product subtotal and shipping subtotal added together) including GST

Our website shop is totally secure and encrypted. We do not store any of your credit card information on our website.
If you pay via Credit / Debit Card to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). For more insight, you may also want to read Shopify’s Terms of Service or Privacy Statement.

WARRANTY

At Hoselink we always work hard to solve any problem you might have with one of our products. We warrant our products to be free of defects in materials and workmanship that result in failure during normal usage.
Warranties are extended to the original end-user purchaser, beginning at the time of delivery.
This warranty does not cover misuse, unauthorised modifications, and external causes such as acts of nature. This warranty does not cover normal wear and tear, or damage to any non-Hoselink product used in connection with a Hoselink product. This warranty does not apply to damage caused by accident, abuse, misuse or modification of the product.

Simply contact our Customer Care team by telephone on 1300 900 617 during business hours, email us at hello@hoselink.com.au or use the live chat function in the bottom right corner of our website.
You will need to provide details of the original purchaser, order number (if known), and details regarding the product fault. Emailing a (small size) photo showing the problem is often helpful in expediting the claim, and may be requested in some cases.
Items will be replaced with the same item originally purchased, or the closest available product in our current range. For items that cannot be replaced a full refund will be offered. If we require you to return the item to use for inspection, we will supply you with a return shipping label, at no cost to you.

ACCOUNT

If you have forgotten your password, on the log in page, click ‘Forgot My Password’. Enter your email address and a new password will be sent to you. We advise copying and pasting this password into the password field to avoid typing errors. Ensure you do not add any blank spaces.
Once you have logged in, you can change your password to a more suitable one.
Alternatively, you can contact our customer service team using one of the following methods to request an email to reset your password.

At the bottom of every email newsletter we send, there is a link to ‘Unsubscribe’. Simply click this link to be removed from future mailings.
In the unlikely event you continue to receive these emails, please get in touch with our Customer Care Team

Log in to your account from our website. Click onto the 'Account Details' tab and the click 'view addresses'. From here you can add, edit or delete and address linked to your account. Alternatively contact our team through one of the following methods to update your account information.

PRODUCTS

We provide product information, specification and FAQs on the relevant web page for each product. Simply click the product picture on the menu. We also provide information on using Hoselink hose fittings in our Compatibility Guides. If your question is still not answered, please contact Customer Service team through one of the following methods.

Hoselink is a 100% Australian-owned and family run company. Our products are manufactured in various locations including but not limited to Australia (fertilisers), China and Taiwan. Whether a product is manufactured here in Australia or overseas, we have strict quality controls in place to ensure our customers receive the high quality product they expect from us, backed up by a Sydney based customer service team. Of course as Australians we would love to be able to manufacture all our products here, and so this is something that is always under review.

Optional Extras are products that may be of use with the product you are purchasing. For example, some people purchase a retractable hose reel and plan to use non Hoselink accessories with a moulded click on fitting, such as Seasol and therefore require one of our Click On Adapter Sets.
You do not have to purchase optional extras. They are shown to assist you with your purchasing decision.