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Answers to most of your questions and doubts could be found here in FAQ section. Please go through them carefully before contacting us. Emails asking questions where answers could be found here will not be replied.
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Communication & Correspondance
- Why my requests were not taken care, eg change of shipping address, special request for the item I bought?
Your email subject might not be written appropriately
Our operation is assisted by highly automated management system which will generate notification emails to every buyer on winning their item, payment received, item dispatched, payment reminder, etc.
Please make sure you change the subject according to the content of your email, eg, Change of Shipping Address, Large Cuff required, Combine Shipment, Delivery Date, etc. if you reply to system generated email, so that our sales team can be alerted with the email subject you specified.
Emails with system generated subject will be diverted to an unattended mail box by our management system and our sales team might not be able to receive your requests.
DO NOT put any request to eBay checkout page or PayPal note section as these emails contain system generated subject and will be diverted.
- Why I did not get any response for the questions I asked?
The answer to your questions can be found
The answer to your questions can be found either in our item listing page, this FAQ section or other pages on this website, eg auction terms, return policy, warranty terms and conditions, etc.
- How do I know if my requests were received by your sales team?
All requests will be responded or they were not received by our sales team
We will reply all requests received, eg change of shipping address, modification to transaction, adding extra items or accessories, delay delivery date etc.
If you did not receive our response to your request for more than 2 business days, please do resend it again as it might not reach our sales team.
- DO NOT BID yet if you have question for the item you want to bid ?
By placing bid for an item, you are expressing the you agreed all our terms and conditions relating to the transaction and product. We are not liable for your wrong assumption and perception to our listed items. If something we never mentioned in our listing page, or something we did not metioned if it is included or not, please assume not available or not included, or simple email us and ask. This is the best way to protect your own interests and we are happy to answer all your questions regarding the product you want to bid.
Therefore, to protect your own interests, you are suggested to find out all information you need to know about the item, which will influence your purchase decision, before placing bid.
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Payment
- When do I need to pay for the item?
You suppose to pay for the item you purchased within 5 days from the transaction date
If you need to defer your payment, please email us (on9sale@websamsolutions.com) and let us know your payment schedule. Our management system will generate payment reminder 5 days after transaction date if yoru payment status was not paid. You can disregard teh email if you have made the payment or have arranged defer payment with us.
- What payment methods are available?
Direct Deposit, Internet transfer, Paypal, Money order
Please note that apart from instant Paypal (not eCheck), all other payment methods are not real time / instant. Your item will be dispatched only when payment is cleared.
- Where I can find your bank details?
On every listing page of our items
You may also find our bank account details hereunder:
BANK: Westpac
BSB: 033-172
Account: 430390
Name: Websam Solutions Pty Ltd
PayPal: payment@on9sale.com
Money Order: Payable to Websam Solutions Pty Ltd
PO Box 3008, Nunawading, VIC 3131
- Why I did not get my item for more than a week after payment has been made?
Your item will be dispatched on next business day after payment has been cleared. You will receive our automated email notification once payment is cleared and when your item has been dispatched. If you did not receive any of these notification email for more than 2 days after making your payment, you can contact us (on9sale@websamsolutions.com) to find out the reason to avoid any delay.
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Shipping and Delivery
- When will you ship my item? How do I know if it has been shipped?
Your item will be dispatched normally within 1 business day.
On rare ocassion, it could take upto 2 business days. You will receive automated email notification of shipment together with TAX INVOICE once item has been dispatched.
You should contact us (on9sale@websamsolutions.com) if you did not receive your item 5 business days after receiving our email notification of shipment. For remote areas, please allow 7 business days.
- What should I do if I did not receive my item within normal time frame?
Please contact us ASAP
All item dispatched are tracable online. If you did not get your item within normal time frame. Please do email us ASAP before item returning to us as unclaimed item. If item returned to us as unclaimed, buyer need to pay for the cost returning to us as well as the cost for re-delivering.
Your item might just be sitting in your local post office waiting to be collected because Australia Post failed to inform you of the arrival of your item and it happened several times, reported by other buyers.
- Can I pick up my item?
Sorry! Pick Up is not available without exception
Due to various administrative reasons, pick up service is not available regardless how close your are. This will ensure a speedy order process so that all our buyers will get fast delivery.
Any exception service will affect the order processing routine and affect other buyers interests, preventing them from receiving our speedy service.
- Why your Postage & Handling cost is different to the cost I get from Australia Post?
Postage & Handling cost is not simply just postage. It also covers our handling cost as well. There is no formula to calculate handling cost. Thus, we will set our handling cost according to our business operation.
The handling cost level we set has impact only on your highest bid amount, but no impact on your overall cost because if the P&H cost is lower, you will expect a higher bid amount, vice versa. If our P&H is set higher than your total budget for the item, the item will not sell. However, if P&H is lower than buyer's overall budget, buyer has freedome to adjust the highest bid amount to control overall cost for the item.
You are bidding with your competing buyers on the same ground. Thus, it is fair to say that you will be paying basically the same overall total for an item regardless if the P&H is $1 or $10.
If there is no impact on your overall cost you need to pay for the item, why bother how much P&H you are paying. Overall cost is what you should consider when deciding the bid amount.
All postage and handling cost quoted on listing page is NOT SUBJECT TO NEGOTIATION.
- Is delivery tracable? Is it insured? How does transit insurance work?
All items will be delivered by either Australia Post or selected courier service. Both delivery services provide online tracking facility to trace your item. Signature is required upon collection. However, insurance is not included. In case your item was lost, damaged, delivered incorrectly etc. you will not get any compensation at all. We cannot assist you on this if you did not arrange transit insurance.
Accident could happen. It is beyond our control, as well as delivery service provider's control. It just happen sometimes. Therefore, we stongly suggest you to arrange transit insurance to protect your items. Otherwise, we can do nothing for you even you threaten to leave us negative feedback because we repetitively suggest you to arrange transit insurance on every listing page, winning notification email, checkout page etc. We have tried our best to protect your interests. It is your choice not to protect your own properties.
It is suggest that you should always check the item before signing collection confirmation. Once you sign the collection confirmation, the risk will be shifted from delivery service provider to you. By signing the collection confirmation, you acknowledge that you have collected the item in good condition. Sometimes it could be too late for us to do anything. In case the item received damaged, please contact us ASAP and send us photo showing the situation as clear as possible.
- How do I arrange transit insurance?
Transit insurance cost is quoted on every listing page in postage section. Please add appropriate insurance cost to Postahe & Handling or Surcharge section. Our order processing team will notice the difference and will arrange accordingly.
- How do I combine multiple items? What benefits do I get for combine shipment?
Our system will alert us when you have unpaid, multiple winning items. Please wait for our update incoice before making payment. Paid item cannot be combined by eBay system.
You will get Postage and handling discount by shipping multiple items together to the same address.
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Warranty & Return
- What warranty do I get for the product I bought from you?
Applied warranties are stated on every listing page. For details regaridng warranty terms and conditions, please click here
- How do I return a faulty item to you for service or exchange?
You must notify us and get authorization before returning item to us. Item returned to us without notifying us will not be processed. The cost for returning the item to us, for any reason, is on buyer's expenses. Freight collect / COD is not acceptable.
For detail of return, please click here
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Feedback Policy
- I left you feedback, can you also do the same ?
Our system will automatically leave you positive feedback once receiving your positive feedback. If you have any issue, please do email us before attempting to leave us natural or Negative feedback.
We endeavour to resolve any issues with your transaction. Leaving natural or negative before contacting us will stop us from further assist you to resolve the problem.
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