FREIGHT

Question:  Do you combine postage?

Answer:  Yes, we combine postage.

-          If the entire order is sent together to the same address in a single parcel or box, we charge the highest postage for the first parcel and $1 to $5 postage (depending on the item, as per listing) for each additional item.

-          If the order is sent together to the same address and combining the entire order into one parcel or box is not possible, please let us know your Suburb, Postcode and the entire Contents of Proposed Order and we will get back to you with a discounted delivery price accordingly.  If we can assist with anything else, please contact us.

Question:  Do you allow Pick-Up?

Answer:  Sorry, pick-up is not available as our stock is stored in a warehouse that is only manned a few hours per week to coincide with courier pick-up and delivery times.

These times are usually given at a moment’s notice, therefore pick-up arrangements are difficult to arrange.  Also, due to security and public liability reasons, we are not able to permit public access.  If we can help you with anything else, please contact us further.

Question:  Will you post this product overseas?

Answer:  We will post any NON-electrical item overseas to most countries, as per listing.  Overseas postage price is as per listing.  However, due to the manufacturer warranty, which is only valid within Australia, we are unable to send electrical items overseas.

If we can assist with anything else, please contact us. Further.

Question:  When will we receive our order?

Answer:  We usually despatch within 24 business hours of payment verification.

Estimated delivery timeframes, after payment verification, are listed below for your convenience.

- Qld & NSW Metro:  1 business day

- Qld & NSW Reg, Vic Metro:  Up to 3 business days

- Vic Reg, SA Metro:  Up to 5 business days

- WA Metro/Reg, SA Reg:  Up to 7 business days

- All other areas, national wide, including Qld (Far North), Outback NT & WA, Tas: up to 10 business days.

Larger parcels, including LCD tvs 37” and above, as well as white goods and most other bulky items are sent via courier.  For orders sent via courier, an email with all Consignment tracking information will be forwarded to your registered eBay email address once your payment is verified.

Should you have further questions, please contact us further.

Question:  When will item be despatched?

Answer:  We usually despatch within 24 business hours of payment verification.  Should you have further questions, please contact us further.

Question:  Where are you located?

Answer:  We are located in Queensland.  Sorry, pick-up is not available as our stock is stored in an off-site warehouse that is only manned a few hours per week to coincide with courier pick-ups and deliveries which times are usually given at a moment’s notice, therefore pick-up arrangements are difficult to arrange.  Also, due to security and public liability reasons, we are not able to permit public access.  If we can help you with anything else, please contact us further.

Question:  My order was ‘Damaged In Transit’.  How will you rectify this?

Answer:  We are sorry to hear of your dilemma.  For insurance purposes, please send digital photos to outlet247@bigpond.com of the damaging, including photos of the:

-          Damaged item

-          Damaged packaging

-          Parcel wrapping (eg: Aust Post Tough Bag, etc)

Damage in transit is required to be reported within 24 hours of receiving item, as per insurance brokers policies and procedures.

Once we receive photos, we will rectify this issue as quickly as possible.

Again, we are very sorry to hear of your dilemma.

CHANGE OF ADDRESS

Question:  Can you send my order to a different address?

Total order value $200 or under (excluding postage amount - includes all payment methods)

Customer advises of change of address via ebay message or eMail after check-out and the order is $200 or under with:

-       Please place a note with their transaction in My eBay by clicking the down arrow on the far right column of their transaction, select “add note” the type “CHANGE OF ADDRESS” with the change of address, email me immediately with same, then,

-       respond to customer with following:.

Thank you for your purchase.  Your change of address is noted.  We will send your order within 24 hours of payment verification.  If we can assist with anything else please contact us.

Total order value over $200 (excl postage and includes all payment methods)

Customer advises of change of address via ebay message or eMail prior to check-out and the order is over $200:

-       Please respond to customer with following:.

-        

Thank you for your question.  If paying via Direct Deposit or Money order that is fine.

However, if you are paying via PayPal, please ensure you change your PayPal delivery address when you check out, as sellers are required to send orders to the delivery address, as per the buyers PayPal records for seller protection purposes.

If we can assist with anything else, please contact us.

Total order value over $200 (excl postage and paid via Direct Deposit or Money Order)

Customer advises of change of address via ebay message or eMail after check-out and the order is over $200:

-       Please place a note with their transaction in My eBay by clicking the down arrow on the far right column of their transaction, select “add note” the type “CHANGE OF ADDRESS” with the change of address, email me immediately with same, then,

-       Please respond to customer with following:.

Thank you for your purchase.  Your change of address is noted.  We will send your order within 24 hours of payment verification.  If we can assist with anything else please contact us.

Total order value over $200 (excl postage and paid via PayPal)

Customer advises of change of address via ebay message or eMail after check-out and the order is over $200 and customer has paid via PayPal:

-       Please place a note with their transaction in My eBay by clicking the down arrow on the far right column of their transaction, select “add note” the type “CHANGE OF ADDRESS” with the change of address, email me immediately with same, then

-       Please respond to customer with following:.

Due to Seller Protection reasons, sellers are required to send orders to the delivery address as per the buyers PayPal account, therefore, change of address is not possible.

However, we are able to reverse the transaction and resubmit invoice.

When you resubmit payment, please ensure that you change the delivery address accordingly when you resubmit the payment to enable us to send item to an alternate address, as per PayPals policies and procedures for Seller Protection reasons.

Please advise us of whether you would like us:

- to refund the payment to allow you to change the delivery address as per PayPals policies and procedures, or

- whether you would like us to send the item to the current delivery address, as per your PayPal account.

If we can assist with anything else please contact us.  We look forward to hearing from you shortly.

PAYMENT

Question:  Could we have your bank account details?

Answer:  With regards to our bank account details, this information is provided on an automatically generated invoice and message sent to your eBay Message Inbox and email address shortly after check-out is completed.

Should you have any further queries, please do not hesitate to contact us.

Question:  Do you accept Credit Card payments?

Answer:  If you create a PayPal account by logging onto www.paypal.com.au, you will be able to pay via Credit Card via PayPal.  We do not have the facilities to accept Credit Card directly due to Seller Protection reasons.

If we can assist with anything else, please contact us.

Question:  What payment methods do you accept?

Answer:  Direct Deposit at a CBA Bank; Direct Deposit via Internet, Money Order and PayPal.

If we can assist with anything else, please contact us.

Question:  Do you have a lay-by system?

Answer:  If you receive this question, please email me after they respond to the following at the end of the day and make a note in My eBay, next to their transaction after they check-out with the date that the customer is committing to pay by; or advise me of their response if they can not commit to pay within two weeks.

Thank you for your question.  No sorry, we do not have a lay-by-system, however, we are to extend the payment due date for two weeks after purchase date on most of our products, depending upon product availability.  Should you wish to arrange a time-to-pay extension for payment two weeks after purchase date, please respond accordingly prior to purchasing this product and we will advise you if this is possible.

NB: Should you decide to proceed, please ignore any automated payment reminder notices prior to the agreed final payment date.

If we can assist with anything else, please contact us.

Question:  We have just paid for our item, when will we receive it?

Answer: 

-       Please place a note with their transaction in My eBay by clicking the down arrow on the far right column of their transaction, select “add note” the type “CHANGE OF ADDRESS” with the change of address, email me immediately with same, then,

-       Please respond to customer with following:.

Your payment is noted.  Thank you.

Once your payment is verified, we will arrange to send your item within 24 business hours.

Should you have any problems, please do not hesitate to contact us.

PRODUCT RELATED

Question:  Will you sell this product for $??? including/excluding postage?

Answer:  Please respond with the following, then forward customers response once response is received immediately to outlet247@bigpond.com

Thank you for your question.  Our products are already heavily discounted to clear, therefore we are unable to offer further discounts for single purchases.

If we can assist with anything else, please contact us.

Question:  Will you give a discount if I purchase 2 or more of these?

Answer:  Please respond with the following, then forward customers response once response is received immediately to outlet247@bigpond.com

Thank you for your question.

Our products are already heavily reduced to clear, however, for bulk purchases, where possible, we will try to give our customers a discount.

Please provide your suburb and postcode and we will advise you if a further discount is possible if you purchase more than one of this product.

We look forward to your response.

Question:  Will you give a discount if I purchase this item plus another item from your eBay shop?

Answer:  Please respond with the following, then forward customers response once response is received immediately to outlet247@bigpond.com

Thank you for your question.

Our products are already heavily reduced to clear, however, for bulk purchases, where possible, we will try to give our customers a discount.

Please provide your suburb and postcode and we will advise you if a further discount is possible if you purchase more than one product from our eBay shop.

We look forward to your response.

Question:  What do you mean by Samsung Screen?

Answer:  Most of our televisions have a Samsung LCD Panel, however, Samsung is NOT the Brand Name, therefore, we believe this television is Samsung quality without the price-tag.

This television is a bargain.  I have not seen similar in retail outlets or on eBay for this Buy-It-Now price.  Also, similar tv's sell for much higher auction prices on eBay.

Please check our feedback with regards to this television as you will see that all our customers are extremely happy with this product, especially for the price.

We have been selling this television on and off for almost eighteen months now, whenever our vendor has them in stock, with excellent customer feedback.

Should you have further queries, please do not hesitate to contact us further.

Question:  All other product related questions relating to the product features and capabilities:

Answer:  Please open the listing, as most of the information about the product is contained within the listing, however, if not or if you are unsure, please email product related question to outlet247@bigpond.com at the end of the day with the User Id and Item number.

WARRANTY RELATED

Question:  Does this item have a warranty?

Answer:  All Brand New Electrical Items have a 12 month manufacturer warranty included, plus an optional Extended Warranty of up to 5 years warranty in total.  If we can assist with anything else, please contact us.

Question:  I just received my “brand new, electrical item” and it is faulty, how do I claim warranty?  (response is for items that have been received faulty within 21 days from date of invoice).

Answer: 

Highlander Brand products:  please respond with:

I am sorry to hear of your dilemma.  Please provide the model number and serial number and we will get back to you within 2 business days with directions on how to return your item for repair or replacement.

When you respond with above information, please repeat the item fault for the next operators information.

If you are required to pay for postage to return your item and fault is reported within the first 3 days from date of delivery, please send us your postage receipt and we will reimburse you for postage as a suggestion of good will.  Again, we are very sorry for this dilemma.

All other Brands:  please respond with:

Thanks for your message. I'm sorry to learn of the problems with your purchase.
Can we kindly request that you contact our vendor first, to troubleshoot this issue? We find that many issues can be resolved over the phone, which saves you from having to return the product.
You can contact our vendor during business hours by calling the Service Department, as per contact information contained on your warranty card.

You may be required to provide the following information:

-          Shop of Purchase: Outlet24seven

-          Date of purchase: As per your transaction record

Invoice number: (which is the item number plus the first three charactor’s of your user id)
If they report the item as faulty, they will either give you instructions on how to send item directly back to them for exchange, or depending upon the situation, may ask you to contact us further.

In the meantime, please let us know if I can help with anything else – we will be pleased to assist.

Question:  My item is faulty, how do I claim warranty?  (after the first 21 days from date of purchase for the remaining 12 months of warranty)

Answer:  All brands, including Highlander, please respond with the following:

Thanks for your message. I'm sorry to learn of the problems with your purchase.
Can we kindly request that you contact our vendor, to troubleshoot this issue? We find that many issues can be resolved over the phone, which saves you from having to return the product.
You can contact our vendor during business hours by calling the Service Department, as per contact information contained on your warranty card.

You may be required to provide the following information:

-          Shop of Purchase: Outlet24seven

-          Date of purchase: As per your transaction record

Invoice number: (which is the item number plus the first three charactor’s of your user id)
If they report the item as faulty, they will give appropriate instructions, as per their warranty conditions to rectify this issue.

In the meantime, please let us know if I can help with anything else – we will be pleased to assist.