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Frequently Asked Questions

How can I contact ArmsDealer? 

 

The fastest way to Contact Us and have your questions answered promptly is via email.  We will endeavour to address your questions within 24 hours but we usually respond much sooner.

 

Email Us:      CustomerService@ArmsDealer.com.au

 

Snail Mail:     Attn: Customer Service

                  ArmsDealer.com.au

                  PO Box 7860

                  G.C.M.C, QLD 9726

 

 

 

You don’t have the product that I am searching for.

 

Then let us know!  We are constantly seeking for new and innovative products to meet the needs of our customers.  If you want it, chances are other people do too.  We can't make any guarentees but please feel free to Contact Us and we’ll see if we can stock it.

 

 

What do you do with my personal information on this site?

Please visit our Privacy Policy.

 

 

How can I update my details?

This can be done online. Login to your account, on the Account page, select the area you wish to update, change your details then save your changes. If you have any queries please Contact Us.

 

 

How is my order shipped?

At present products are shipped exclusively via Australia Posts' eParcel facility utilizing their extensive road transport network.  This provides customers with an efficent and cost effective shipping service.  Once ordered, your item(s) will be packed and dispatched from our warehouse where a tracking code will be uploaded to your account.  You can track your parcel via the Australia Post website to better estimate its delivery time.

Consult our Shipping Policy for further details.

 

 

Can I collect my order in-store?

No.  ArmsDealer has no bricks and mortar retail store open to the public.  We are solely an internet based business supplying firearms and related accessories to the sports shooting and hunting community by means of the internet.

 

 

Where is my parcel?

The default method for sending your parcel is via Australia Post’s eParcel network.  You would have been emailed a tracking code by us where you can track the location of your parcel via the Australia Post website.  This will give you the best idea of its expected arrival time.  If you cannot find the email we have sent you, be sure to check your spam folder in case it has been mistakenly treated as spam.  After checking the Australia Post website, entering your tracking code and your parcel still hasn’t arrived please Contact Us and we will investigate it further for you.

 

 

What if I’m not home to receive my parcel?

Australia Post contractors will leave a collection card in your letter box with details of how to collect your parcel in the event you are not home.  This is usually at your nearest local post office and during business hours. 

Please Note It is a common occurrence that some people mistakenly dispose of this card with their unwanted junk mail.  Please be sure to keep an eye out for your collection card if you’re expecting a parcel and will not be home to receive it.  Your parcel will be held at your local post office (noted on the card) for collection.  Please take your collection card to receive your item.

 

 

What if I can’t make it to a post office during business hours?

Specifically designed for online shoppers, Australia Post has made it easy to collect your parcel 24 hours a day, 7 days a week using their 24/7 Parcel Lockers.

Follow the link for further details and how to register for a free parcel locker. 
http://auspost.com.au/parcels-mail/parcel-lockers.html

 

 

There is an item missing from my parcel?

On occasion we may break your consignment into two or more parcels.  This might be due to a size, weight or a packaging issue.  With your tracking code you will be advised of how many parcels you should expect in your consignment.  (Eg. 1 of 2).

Thankfully our packing staff is all human but unfortunately they sometimes make mistakes.  Should you receive a parcel and there is still something missing, please Contact Us and our staff will investigate your shipment in greater detail. 

 

 

Do you express post?

At present our default option is road freight but we are considering it Express. Whilst conventional road freight does not possess the same super fast overnight delivery speed as Express post, road freight is surprisingly quick, very reliable and a more cost effective option.  Should Express post be offered in the future, dangerous goods cannot transit via Express as that travel via air.  

 

What are Dangerous Goods?

 

When we refer to dangerous goods, we are generally referring to items as they apply to shipping.  Some items are considered dangerous because they are explosive, corrosive, or highly flammable amongst other things.  Such items may include; bore cleaning solvents for example.  As a result these dangerous goods will transit via road transport only.  Under no circumstances will dangerous goods be express posted through Australia Post.

 

 

What are Regular Goods?

These items are non flammable, non explosive and non corrosive.  Such items might be a die set or a rifle bag for example.

 

 

What are Restricted Goods?

In compliance with the Weapons Act 1990, some goods, although perfectly legal to own, are restricted to license holders only.  Firearms are examples of these restricted goods.  The buyer must prove their “Authority to Possess” by showing a valid firearms license.  Without this proof of Authority to Possess you will be unable to purchase restricted goods.

 

 

How do I buy a gun?

 

 When firearms become available for sale on the site we will enable our “Buying a Gun” guide for further assistance.

 

Is the price inclusive of GST?

 

Yes.  Prices listed on ArmsDealer.com.au are in Australian Dollars and are inclusive of 10% Goods and Services Tax unless expressly stated otherwise. 

 

 

How does delivery work?

At present ArmsDealer uses Australia Posts' eParcel shipping service.  Once your order is packed and it departs our warehouse, you will be emailed a link with a tracking number so you can track the progress of your parcel.  This will give you a better indication of the ETA (Estimated Time of Arrival) of your order.  You must have a person present at the delivery location to receive the parcel and that person will be required to provide a signature upon receipt. Your item(s) will be delivered to the address you provide in the checkout section of the site.  

 

 

Do you ship to Post Office Boxes?

Yes.  All items shipped via Australia Post are able to be sent to post office boxes.

 

Can you order a special item for me?

Yes.  If there is something that you require and we don’t have it in stock please Contact Us.  ArmsDealer will require a deposit for special order (one off) items.  Special orders take time, so be prepared for that.  Your item may have to be imported from overseas if it cannot be sourced locally.  We will liaise with you via email on arrangements.

 

 

THE ARMSDEALER.COM.AU WEB SITE 

 

 

How do I search for a product?

 

You can search for products by a variety of methods:

  1. Firstly from the search bar in the top right hand corner of the home page, labeled (“Search Entire Store Here….”)  Type in the name or the product you require and hit enter or click on the search button that looks like a magnifying glass.
  2. You can also search the category heading menu at the top of the page and expand the sub categories until you narrow down the product you require.
  3. If you know the item look up code you can enter it in the search box and find it that way.

Once you’ve found what you want, click “Add to Cart”. Your items will be held in your shopping cart (My Cart) until a point at which you Checkout.  When you’re done shopping, just go to ‘Checkout’ (top right side of page) and follow the on-screen instructions to fill in your payment and delivery details.

 

 

Do you offer a lay-by service?

 

Unfortunately we do not offer a lay-by service on our products at this time.

 

 

I have a faulty product, what should I do?

 

We are sorry you have been let down by one of our products, this is not something we see as acceptable, as we pride ourselves on offering high quality products.  Please consult our Returns Policy.  Our customer service team can assist you further, assess your item and outline the best option for you.

 

 

What are your product warranties?

 

A warranty is a voluntary promise offered by the manufacturer which is distinctly different to the consumer guarantees that ArmsDealer adheres to.  As such, ArmsDealer does not handle warranty claims but is willing to assist you if necessary.  All warranty claims should be directed to the specific manufacturer of the item.  If you have difficulty with whom to direct your enquiry to, ArmsDealer will try to assist you where possible.  Please feel free to Contact Us with any questions or concerns.  

 

That said, the warranties offered by many firearms and reloading equipment manufacturers are often exceptional.  Some manufacturers provide customers with a lifetime repair or replacement guarantee.  This level of commitment to product and workmanship is outstanding and provides a reasonably simple avenue to facilitate a warranty claim. If any of our products are faulty upon purchase we will meet our obligations under all relevant laws, including the Australian Consumer Law to provide a remedy. ArmsDealer is committed to honoring claims by meeting its obligations at law.  Goods must be returned within a reasonable period and you will be asked for proof of purchase. Keep your receipt as proof of purchase. View our Returns Policy for assistance.

 

 

 

Order Handling

 

Has my order been placed?

 

As soon as an order is placed through our website you will receive an order confirmation email which includes your order number. You can use this to check on the status of your order through our website. If you have not received an email from ArmsDealer within 30 minutes of trying to place an order, please check your spam folders. If you cannot locate an email from ArmsDealer, it is unlikely that your order has progressed.

 

 

How do I check the status of my order?

 

You can check the status by logging into your account, click on “Track My Order” at the bottom of the page. You will see here if your order is:

Pending       –        Being reviewed and prepared for submission
Processing   –        Picking your order
Complete     –        Left our warehouse

You will be emailed a tracking number for the items you have purchased.

 

 

Change or cancelation of order?

 

You may be able to change or cancel your order before it is dispatched to you. If your order is at status “Pending” then please Contact Us with your order number and we can explore this for you. If your order is “Complete” with our warehouse then we are unable to make any changes to your order at this time. Please see our Returns Policy further information.

 

 

What do I do if I’ve received an incorrect item in my order?

 

We try to avoid this at all costs, however our packing staff are only human and sometimes they can make mistakes.  If you have received an incorrect item in your order, we would like to resolve this as quickly as we can. Please Contact Us and we will endeavor to rectify the problem for you in a speedy fashion.  Complete our Returns Form and return the incorrect item to us.  We will be sure to get your replacement product to you as quickly as possible. 

 

 

What do I do if an item is missing from my order?

 

Your order may have been sent in two or more separate parcels, please check your emails to see if you were sent multiple tracking numbers.  Be aware that in accordance with the Weapons Act we cannot ship firearms directly to you.  You must nominate a registered firearms dealer and your firearms purchase will be shipped to your nominated dealer for brokerage and collection.  We will never send a firearm to you directly.  Alternatively, we may have been unable to supply, so please check your email to see if our Customer Service team has sent you an update about your order.  If you have not received any additional emails from ArmsDealer and an item is missing, then please Contact Us with your details, including order number and the missing items, so that we can investigate this further for you.

 

 

Delivery

 

How long will my order take?

 

Clearly this will depend on many factors like the time/date you placed your order, your distance from our warehouse and the time at which your order is dispatched. The best way to find out is to follow the tracking link we email to you. If you are in or generally around a capital city area please allow up to 7 business days (not including weekends) for your order to be delivered to you.  Often delivery times are less than this but it is a reasonable guide. For rural areas, and during busy periods, (Christmas for example) please allow a further 2 business days. Please note that order processing may take longer during busy sale periods or either side of public holidays. Please remember that Australia is at times an unforgiving land, subject to natural disasters like floods or bushfires etc.  Such events might not have occurred in your town or even your state, but occasionally the road, rail or air infrastructure between our warehouse and you might have been affected.  Please be patient and we will do our best to get your package to you as quickly as possible. 

 

How will I know when my order is dispatched?

 

When your order has been packed at our warehouse, you will be sent an email notification to confirm dispatch, which will include details of the carrier used and your unique tracking number(s).

 

 

How will my order be delivered?

 

Your order will be delivered primarily by Australia Post or via Domestic Courier.  You will be notified via email with a tracking code and link to the carrier so you can track the whereabouts of your package and estimate its time of arrival.  Australia Post’s eParcel facility is our default road freight delivery method presently and is a reliable and effective means of transport for our customers.  Please visit the Australia Post website for further details on your delivery area.

 

 

Can I do Online Tracking of my delivery?

 

Yes.  All consignments will have a unique tracking number which can be monitored online. You can track your item via the Australia Post website. A link to the carrier’s online tracking service will be included in your email notification.

 

 

Do you deliver internationally?

 

No.  At present we do not ship internationally.  Please feel free to Contact Us with your thoughts regarding International Delivery

 

 

Can I pay for overnight deliveries?

 

No.  At present we offer standard road freight only via Australia Posts eParcel network, however this is something we will likely be changing in the near future.

 

What happens with Non-Delivery or Lost Parcels?

 

Firstly consult the email we send you highlighting the tracking number for your parcel.  Follow the link to identify its location.  This will usually identify the location of the vast majority of parcels.  It is common that the postal contractor may attempt a delivery when you are not home. For the security of your parcel, the item will be returned to your local post office or courier warehouse where it will await your collection. A collection card will be left in your letter box notifying you of the time and location where it can be collected.  It is common that these collection cards are mistakenly discarded with the junk mail in your letter box.  Keep an eye out for your collection card if you are expecting a parcel. If you are still having problems locating your parcel, please Contact Us and our team will investigate the issue for your further. Consult our Shipping Policy for further details on Non-Delivery and Lost parcels.

 

 

Returns and Exchanges

 

Can I return an order for a refund or exchange?

 

Yes.  We endeavor to have our customers buy with confidence from ArmsDealer.  Consult our Returns Policy for directions.

 

 

How do I get the order back to you?

 

Follow the link to our Returns Policy for the specifics of order returns or exchange.

 

  1. Contact Us and let us know your problem
  2. Complete the Returns Form
  3. Include your Receipt, Returns Form, Items to be returned (In original packaging).
  4. Post your parcel to:

 

Order Returns
ArmsDealer.com.au
PO Box 7860
GCMC, QLD 9726

 

Returns can be sent from your nearest Post Office. To ensure that the item arrives in original condition, it is important that the packaging used is robust enough to protect the item.  We recommend that you sent the item “Registered Post” to obtain proof of postage.  Retain this to enable your tracking of your return.

 

 

My item arrived damaged – what should I do?

 

Please refer to our Returns Policy for details of what to do.  Contact Us and we will work out and appropriate solution.

 

 

What should I do if I have to open the packaging?

 

We understand that to try some products on for example, you do need to open the packaging. When opening the packing, please try and do this in the least damaging way. 

 

 

Has my return been received?

 

We highly recommend you send your return via “REGISTERED POST” so you can be sure we have received it.  Please allow three business days from the date of receipt for your return to be reflected in our system.  We will send an email once your  return has been processed. 

 

 

When will my return be processed?

 

We aim to process refunds and exchanges within three business days from the date we receive your goods.  We will send an email once it has been processed, but please allow 4-5 business days for the refund to show in your account.  This may take longer to process during busy periods like Christmas and sale times.

 

 

Can I return sale or clearance items?

 

Our policy is the same for sale, clearance and regular price items, so if you purchased your sale item online, you are still entitled to either a refund or exchange if you change your mind.  Consult or Returns Policy for further details.