Frequently Asked Questions
Q: What are your opening hours and can I pick up an order at any time?
A: We open by APPOINTMENT ONLY, if you wish to come in to pick up an item please ring before hand to avoid disappointment and wasting your time. We are at the warehouse on Monday, Wednesday and Friday excluding Vic public holidays. (Update - We are no longer required to keep your contact details as per the changes because of COVID)
Q: How long will it take to receive my order
A: We ship as quickly as possible. Most Orders will be received within a few days. We do offer express postage options for urgent orders. Please note HAZMAT Items Must travel by road and this does take longer.
Q: Do you charge extra for pick up?
A: No, Please call us arrange a time to visit and come and pick up your order.
Q: Why does my order show $0.00 shipping and says read rate info?
A: Your order requires a custom quote due to the combination of HAZMAT items or size. We will contact you shortly with a quote for the shipping. The shipping is NOT free. If you are not happy with the quote we will refund your order payment.
Q: How often do you get new products in?
A: Usually about once a month, if you see any products advertised elsewhere that you would like in let us know and we will see what we can do.
Q: Do you sell wholesale Plasti Dip?
A: Yes we do Bulk prices are available please contact us to become a reseller.
Q: Can you supply a MSDS and whats in the product?
A: Yes we can supply Australian compliant MSDS which cover the make up of the product. For a quick reference please have a look at the Caswell Inc MSDS Page here.
Q: Why can't you ship my item to a PO BOX or a Parcel Locker?
A: We use couriers and they do not have access to your private PO box or Parcel Locker, most items require a signature on delivery.
Q: What days do you ship on?
A: We ship on Monday, Wednesday and Friday with the exception of Victorian Public Holidays.
Q: Can I give authority to leave my parcel?
A: Yes you can, there will be a tick box upon ordering however, giving authority to leave requires no signature for goods and we take no responsibility for stolen, loss of parcel or damaged goods.
Q: What companies do you use for shipping?
A: We mainly use Direct Freight Express but have serveral different courier companies and Australia Post.
Q: What do you do with my personal data or social media sign in?
A: We use your personal data from the address field for shipping, we will never disclose or sell this information to a 3rd party. Social Media sign in is just that, a way to easily log in. We do not get access to your passwords or sign in details. We can not access any posts or information that is not public, we can not see any of your information.
Q: Can I pay with Credit Card, I dont have or want a PayPal Account?
A: Yes, our Payment Gateway through the website uses PayPal, for all card processing. You can pay with a credit card and select not to create a PayPal account, this will simply process the payment directly from your card without generating an account with PayPal. If you are still concerned, we can process your credit card payment directly with the bank over the phone. Please call us to finalise your order.