Customer Help
Common purchase queries answered
Orders and Shipping
Standard Shipping: 2 – 5 business days
Please note that these are estimated delivery times and actual delivery may vary based on factors such as order processing time, location and stock availability.
Please email us directly as soon as posible sales.au@tente.com
On request we can supply you with a tracking number .
Checkout Process: When you’re checking out, you’ll typically be asked if you want to save your payment information for future purchases.
Secure Storage: If you choose to save your card, the website should store this information securely, often using encryption.
Yes, Goods and Services Tax (GST) is typically charged on purchases. This tax is usually included in the total price of the goods or services you buy. For an e-commerce site operating in Australia, you would generally see GST applied to all sales unless specifically exempted.
Here’s how it typically works:
- GST Inclusive Pricing: Most prices displayed on the website will include GST. This means the price you see is the total amount you will pay, including the tax.
- Invoice/Receipt: The invoice or receipt you receive after purchase should clearly show the GST component.
If you have any specific questions about GST charges on your orders, it’s always a good idea to contact the customer service team directly for detailed information.
We currently only ship to Australia & New Zealand?
Factors Influencing Packaging
- Availability: If all items in your order are available and ready to ship from the same location, they will likely be shipped together in one package.
- Size and Weight: Larger or heavier items might be shipped separately to ensure safe delivery.
- Warehouse Locations: If items are being shipped from different warehouses, you might receive multiple packages.
- Shipping Options: The shipping method you choose (standard, expedited, etc.) can also impact how your items are packaged and shipped.
Note: You will typically receive notifications and tracking information for each package, so you can keep track of all your items.
If you need to swap an item
Returns and Exchanges
Returns Policy:
- Eligibility: Items must be returned within 30 days of delivery. Items should be in their original condition, unused, and with all tags and packaging intact.
- Non-Returnable Items: Certain items, such as perishable goods, personalized items, and final sale products, are not eligible for return.
- Return Process:
- Initiate a Return: Contact us via email or phone 1300 836 831
- Packaging: Securely pack the items in their original packaging or a suitable alternative.
- Shipping: Attach the provided return label to your package and drop it off at the designated shipping carrier location.
- Refunds: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 5-7 business days to your original payment method.
- Exchanges: If you need a different size, colour, or item, please follow the return process to send back the original item and place a new order for the desired product.
- Note: Shipping fees are non-refundable, and return shipping costs may be deducted from your refund, unless the return is due to our error (e.g., wrong or defective item).
- Contact Customer Service: Reach out to our customer service team through the contact form on the website, email, or phone. Provide your order number and a description of the issue.
- Provide Evidence: Attach photos of the wrong item you received and your order confirmation. This helps the customer service team understand the issue better.
- Return Instructions: Follow the instructions provided by customer service for returning the incorrect item. They will guide you through the return process and send you a return label if needed.
- Replacement/Refund: Once the return is processed, you can request either a replacement for the correct item or a refund, depending on your preference and availability of the item.
- Document the Damage: Take clear photos of the damaged item and the packaging it arrived in. This evidence will be useful for processing the return or exchange.
- Contact Customer Service: Reach out to our customer service team through the contact form on the website, email, or phone. Provide your order number and a detailed description of the damage. Attach the photos you took.
- Return Instructions: Follow the instructions provided by customer service for returning the damaged item. They will guide you through the return process and send you a return label if needed.
- Replacement/Refund: Once the return is processed, you can request either a replacement for the damaged item or a refund, depending on your preference and the availability of the item.
Tente Castors & Wheels Pty Ltd
Unit B4, 3 – 29 Birnie Avenue
Lidcombe NSW 2141
Note: Make sure to include your return authorization number (RMA) and any relevant documentation inside the package to ensure your return is processed efficiently.
- Visit the Help Centre: Go to the Help or Support section of our website. This is often found at the bottom of the homepage or in the main menu.
- Contact Form: Fill out the contact form with your details and describe your issue or question. Make sure to include your order number if applicable.
- Email Support: Send an email to our support team at sales.au@tente.com.au and include as much detail as possible to help us assist you quickly.
- Phone Support: Call our customer support hotline at 1300 836 831. Our representatives are available during business hours to help you.
- Contact Customer Service: Reach out to our customer service team immediately, phone 1300 836 831. The sooner you alert us to the mistake, the better the chances of intercepting the order before it ships.
- Provide Correct Information: Clearly provide the correct shipping address and your order number when you contact customer service.
- Order Status: If your order hasn’t been shipped yet, customer service can update the shipping address for you.
- Shipped Orders: If the order has already been shipped, customer service will advise you on the next steps. This may involve contacting the carrier to redirect the package, if possible.
Yes, you can change or cancel an order after it has been submitted, but it depends on the stage of processing. Here’s what you need to do:
Steps to Change or Cancel an Order:
- Contact Customer Service: Reach out to our customer service team as soon as possible, phone 1300 836 831. Provide your order number and details about the change or cancellation you want to make.
- Order Status: If your order has not yet been processed or shipped, customer service can make the changes or cancel the order for you.
- Processed Orders: If the order is already being processed but not yet shipped, customer service will try to accommodate your request. However, it may not always be possible.
- Shipped Orders: If the order has already been shipped, you might need to wait until it arrives and then follow the return process for unwanted items.
Note: Prompt communication is crucial. The sooner you contact customer service, the higher the chances of successfully changing or cancelling your order.
How to Pre-Order an Item:
Place Your Pre-Order: If pre-orders are open, simply follow the standard purchasing process to place your pre-order. This usually involves entering your payment and shipping details as usual.
Confirmation: After placing the pre-order, you should receive a confirmation email with details about the estimated release date and any other relevant information.
Note: Pre-ordering typically means you will be charged at the time of placing the order, but the item will be shipped to you once it is back in stock or released.