Website Frequently Asked Questions

DELIVERY

Once your payment has been processed, we make it our priority to dispatch your order by the following business day. Expected delivery time is 5-7 working days after ordering and paying, although quite often it is sooner.
You will receive an email once your order is dispatched, allowing you to track delivery online (allow 24-48 hours for tracking information to be available).

There are 2 ways to do this.
Option 1: Log in to your account on www.hoselink.com.au, go to the order you want to track and click ‘Track’. This will show the tracking information and you can click directly from this page 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: Click the link in the email you received notifying dispatch of your order. This will take you directly to the relevant tracking information. Please allow 24-48 hours for tracking information to be available.

Yes, we can. Australia Post will deliver to PO boxes.

If your order hasn’t arrived by the estimated delivery date on your order confirmation email:

  • Check we have the correct delivery address for your order and your contact details are up to date by logging into your account.
  • 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 on 1300 900 617 so we can investigate further.

All orders are sent with Australia Post eParcel.

No, we currently only deliver within Australia.
Unfortunately we are unable to send orders to New Zealand at this time.

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

Orders sent via Australia Post eParcel provide tracking and require a signature upon receipt. If you are not at home when delivery is attempted, Australia Post will leave a card for you to collect the parcel from the local post office. This extra security measure is to help ensure your parcel is delivered to the correct person.

Australia Post will attempt delivery and if you are not at home, they will leave a card indicating which post office you need to pick the item up from.

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 item back, please contact our Customer Care team on 1300 900 617 or at hello@hoselink.com.au so we can arrange the shipping label and record the return request.

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 and we’ll issue you with a full refund. To organise a return label at no cost to you, please contact our Customer Care team on 1300 900 617 or hello@hoselink.com.au

You can view our full policy here.

Of course! Simply contact us on 1300 900 617 or at hello@hoselink.com.au to arrange a return shipping label within 30 days of purchase. 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 on this website and in our catalogue. Warranty dates are effective from date of purchase.

For example:

  • Hose Fittings - 3 year warranty
  • Retractable Hose Reels - 2 year warranty
  • Spray Guns and watering accessories - 12 month warranty
  • Garden care products – 12 month warranty
  • 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)
  • Cheque
  • Money Order

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
Paying by Cheque or Money Order

Pay by Cheque or Money Order

made payable to "Hose Pro International Pty Ltd" and send it to us with your contact details and order I.D. to:
Hose Pro International Pty Ltd
PO Box 6671
Frenchs Forest NSW 2086

  • 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 Customer Care on 1300 900 617 and we’ll happily assist to process your order over the telephone.

  • Select the items you wish to purchase and add them to your shopping cart.
  • When you are finished, go to Checkout, enter the delivery details and at Step 3, click on the link: “+ If you have a gift voucher, click here to redeem”
  • Enter the voucher code and secret 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:
http://www.hoselink.com.au/buy/gift-voucher/GIFTVCHR

  • Select the desired amount ($25, $50, $75, $100, $150 or $200) and add to cart.
  • Proceed to Checkout and enter further voucher details, such as recipient details and a message. You can either email the voucher to yourself and print it, or email it directly at a specified time and date to the recipient.
  • Once voucher details are complete, you will then enter payment details.

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 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 to see whether this can be done.

We are keen to sort out any issues with incorrect or faulty products straightaway. Please contact our Customer Care team on 1300 900 617 to resolve the error.
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: http://www.hoselink.com.au/view/Refunds__Returns_Policy

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.
If an item is missing, please contact Customer Care with the order number and we will resolve the issue for you as quickly as we can.

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.
Unfortunately, once an order has been dispatched, we are unable to alter the delivery address. Please contact Customer Care on 1300 900 617 and we’ll assist as best we can.

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 on 1300 900 617 to arrange a split delivery.

SHOPPING

We’re an exclusively online retailer, we sell directly to the public – we therefore don’t sell our products in shops. To make shopping with us easier, we offer free delivery Australia-wide on any order over $30. You can also call us to place your order.

Yes and we send a catalogue with every order. You can also have a catalogue sent to you by post or you can download a pdf version from our website.
http://www.hoselink.com.au/buy/hoselink-catalogue/catalogue?id=catalogue

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

We do not generally offer bulk discounts 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 so your details cannot be accessed by anyone but us. You can check if a site is secure, if on the page you are entering your card details, in the web address bar you see an S after http. i.e. https://www.hoselink.com.au/_mycart?ts=20101. Your credit card details are not stored and so each time you return to us, you will need to provide your credit card details again.

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 retail purchase.
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, or email us at hello@hoselink.com.au
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 call Customer Care for assistance.

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.

Log in to your account from our website. Under ‘Edit My Details’, click the relevant link (Billing address, contact details – email/telephone) to change your details online.
Alternatively you can email us or call Customer Care to make the change on your behalf.

PRODUCTS

We provide product information 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: http://www.hoselink.com.au/view/Compatibility-Guides If your question is still not answered, please contact Customer Service on 1300 900 617 or by email at hello@hoselink.com.au

Our range of products are currently manufactured in a number of countries including Australia, Italy, China and Taiwan.

Unfortunately it is not always possible to manufacture products in Australia and as a company it is important for us to stay competitive in today's marketplace. We're always seeking high quality products and keep a tight control over all manufacturing processes.

Our Hoselink fittings are Australian designed and 100% Australian owned. Although we used to manufacture all our fittings in Australia we were forced to move our operations to China when our Australian manufacturer told us they could no longer produce our product in Australia. The fittings are now manufactured to our exacting specifications in China, with our Australian-made tools.

Optional Extras are products that may be of use with the product you are purchasing. For example, some people purchase an Auto Rewind Hose Reel and plan to move it from the front to the back, so they purchase an Additional Bracket and an additional Tap Connector.
You do not need to purchase Optional Extras. They are shown to assist you with your purchasing decision.