What happens if I'm charged twice?
Rest assured you have not been charged twice. Please contact your card issuer, as the money could be held by the bank.
How can I obtain a receipt or invoice?
You will automatically receive a basic invoice via email after your purchase. If not, please contact our customer service via email firstname.lastname@example.org
What do I do when my online transaction fails?
There are several potential reasons:
1) A problem with the credit card;
2) Your online Payment Gateway settings
3) Incorrect card details provided during payment.
Here are some things to try:
1) Make sure that your debit/credit card details are correct when making a purchase;
2) Try to use an alternative card or payment method such as PayPal if possible
3) Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having
4) If you are still having transaction problems, please contact us with details of the error message.
What is a CVV number and where can I find it?
CVV Number (“Card Verification Value”) is a 3-digit number available on the back of your credit/debit (VISA®, MasterCard®) card. On American Express® branded credit or debit card it is a 4-digit numeric code located on the front of the card.
This code is often used for verification purposes, especially for online purchases to prevent fraud.
Providing the CVV number implies that the person placing the order has physical possession of the card.
How come my credit card payment isn't going through?
Please confirm that the credit card information has been filled in correctly. If this is the case, please try again after a few minutes. If the problem persists, check with your credit card issuer or try a different method of payment. You may also try to use a different payment method, i.e. PayPal. If the payment still fails, please send us a screenshot of the error message.
What payment methods do you accept?
Currently, the available payment methods for purchasing from our website are PayPal and all major credit cards.
What should I do if I get a payment error?
If you are using a PayPal account, please make sure that your shipping address exactly matches the address that you have on file of PayPal. An extra space or missing punctuation can cause the payment to fail. Once you have amended your shipping information, please try again.
If you are using a Credit Card, please make sure that all credit card information is correctly filled in. If the verification fails, you can try again to see if the issue can be solved, or use another payment method.
Do I need to pay customs or import charges for my order?
No, all prices are GST inclusive and shipped out via our local Australian warehouse.
Can I redirect my order to a different address if my order has already shipped?
Once your order has been dispatched, address cannot be changed. If you have filled wrong address with your order, the parcel will be returned to our warehouse as an undeliverable package. In this case, we will process a full refund to your original account.
What should I do if my parcel was been returned to the warehouse?
Most of our couriers will make attempt at delivery before marking a parcel as undeliverable. Once your parcel is marked as undeliverable it will be returned to the warehouse.
We will process a full refund to your original account used to checkout when we received the returned parcel.
Please feel free to contact us via email@example.com if you have any problem.
What should I do if my tracking has not been updated for an extended period of time?
If you notice that your tracking number has not been updated for an extended period of time please contact firstname.lastname@example.org
Once we obtain all of the relevant information it will take up to 5 business days to process. We will do our best to handle your case as soon as possible.
What should I do if my parcel was damaged upon delivery?
If you've noticed damage upon delivery, please ask the courier to make take note. Please keep the original packaging and contact email@example.com as soon as possible. Be sure to to include pictures of the damage. Once we obtain all of the relevant information, it will usually take 5 business days to process.
How do I track my order?
After an order has been dispatched, you will receive a Shipment Notification Email that includes your order information and tracking number of the parcel.
You can also find tracking information in your order details.
Where will the order be shipped from?
We ship your order from our local Sydney warehouse.
When will I receive my order?
Delivering and processing times depend on the delivery method available in your region:
Standard Delivery (2 business days processing time + 3–5 business days delivery); (Subject to stock availability)
Express Delivery (1 business day processing time + 1–3 business days delivery);
Note: These delivery times are merely estimates. While we will try to deliver your order as quickly as possible, please note that orders placed during promotional periods and special events may require longer delivery times. If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.), please add at least 2 to 5 business days to the estimated delivery date of your order.
How do I change my delivery method after placing an order?
Unfortunately, once an order is placed you will not be able to change the delivery method. Be sure to double-check before confirming your order.
What delivery method do you offer?
360 offers two delivery options for you to choose at checkout: AusPost Standard and Express. The listed delivery options and estimated delivery date can vary depending on a variety of factors including package weight, package size and delivery address.
What should I do if my parcel is lost?
If you feel that your parcel is lost or missing, please contact firstname.lastname@example.org
We will carry out a full investigation to determine the next steps. Once we obtain all of the relevant information it will take 5 business days to process. We will do our best to handle your case as soon as possible.