Frequently Asked Questions

Shopping Cart	How to order? Is it secure? Cart doesn't work	Delivery	Delivery time options and charges
Consumer protection	Quality Color Size Return policy	Wholesale, Export, Retail supply	Samples Printed catalogue Wholesale price Export permits

How to place order?

1. Click on the picture you like, link brings you to the page with enlarged picture, description, price and "add to order" button just like this   If you don't see this button or if you don't see "add to order" sign written on the button, please contact us or go to Shopping Cart problem solving
2. Click on "add to order" button (each click adds one item to your shopping cart). Keep shopping until you feel like it's a time to check-out.
3. Click on Shopping Cart link. This link is located in the right bottom corner of every shopping page. It brings you to your shopping cart page. Check your cart in case you forget to order a little gift for your mom-in-law.
4. Click on "Delivery Form" link. It's under the shopping cart field. Delivery Form is located on secure server, therefore your information is encrypted. If your browser asks you some questions, click OK.
5. Fill "Delivery Form" and click on "Send Order" button in the left bottom corner. System will automatically issue a copy of your order and send it to your email address. 

Test it now. 1. Click on that button above => 2. Click on Shopping Cart =>3. Click on "Delivery Form". If it doesn't work, please contact us.

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Is shopping on this site secure?

Yes, it is secure. We at Billabong Factor are accredited merchants with the Bank of  Western Australia and we do care about your security very seriously indeed. We've got SSL encryption and double security system in place to protect all sensitive information.

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What if shopping cart doesn't work?

If our shopping cart seems dead to you, we apologize for inconvenience. The program uses Java Scripts therefore, please make sure Java Scripts is enabled in your browser. If it doesn't help, you are welcome to place an order via email. To make it secure please, follow these steps:
1. Send us email with product name, price, quantity.
2. Fill your delivery and payment details using our secure SSL Delivery Form. If it works - fine, if it doesn't - try another simple Delivery Form.
3. If none of these forms work, cut sensitive information in 2 or 3 parts and send it by separate emails.
4. You are always welcome to call us (61-04105-72127) or fax ( 612-9796-3551)
5. Or, if you wish, we can contact you at suitable for you time (please, consider our time zone: Sydney is 18 hours ahead of Los Angeles, 15 hours ahead of New York, 10 hours ahead of London). 

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Delivery Time Options and Charges

International Delivery

7-21 days

4-10 days

Delivery 3-5 business days

• Our preferred shipping method is Air mail and it works well - all our Customers are satisfied. Shipping charges start at $10, 1 kg - $17, 2 kg - $32, etc.

• Economy mail gives feasible savings where the parcel weight is over 2 kg (4.4 lb) and when Customer can wait. Charges start at $8, 1kg - $12, 2 kg - $24, etc. 

• EMS - International Courier is fast reliable and very competitive service. Charges start at $27, 1 kg - $34, 2 kg - $48, etc.

• For shipments over 50 kg Air Cargo is another cost effective shipping service. Prices depends on the goods and destination and vary between $4 - $7 per kilogram.

For many items we provide free shipping insurance and free delivery by Air mail. Please, see notes under "add to Order" buttons if this item will be shipped free.

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Warranty of Quality

When you buy from our gift shop you are protected by Australian Consumer Law. In every simple contract it implies following conditions:

• The goods comply with description

• Merchantable quality

• Fit for purpose

If one of these conditions is not in place we will gladly (with a sad grin) replace the goods or will make a full refund at no cost to you at all.

If we don't, please contact Australian Fair Trading Department - they will make us feel really  bad.

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Color

We will ship you exactly the item you've ordered. But some monitors are bright, some dull and if color of the item is very important to you, please specify that.

If you'd like a particular item in a different color, we probably have it. To help us understand your requirements better, please send us RGB color code or a color sample as an attached to your email file.  If we don't have the right color we will offer you available options.

In case you don't like the color of the item when you receive it, please let us know. We'll try to resolve the situation for your satisfaction.

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Size

If size is wrong you can not use it, can you? If it's our fault we'll replace item at no extra  cost to you. If it's not our fault we'll help you out, but sorry we will not be able to cover an extra shipping cost.

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Return Policy

 We will replace goods or make full refund to you if:

• Goods are not merchantable quality

• Goods do not fit for purpose

• Goods do not correspond to description

• If size is wrong and it is our fault

• And if the goods are returned unused in original package by Economy Mail Service

If you decide that this is the case, please email us for the goods return address

We will replace goods or refund you cost of the goods if:

• You don't like it

• We've accepted replacement or refund

• And if the goods are returned unused in original package

If you decide to do so we will not be able to cover related shipping charges, but please email us and we will work out the best way for your satisfaction.

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Samples

We apologize, we don't supply free samples. 

If you are a wholesale Customer, please email us your inquiry that includes items of your interest and expected quantities. We will offer you our standard sample packages. They are not free, but if you become our regular customer we will deduct the cost of the samples from your 3-rd order.

The easy way to select the items of your interest is to use our shopping procedure (it selects items for you) and put expected quantities in "comments" field of Delivery Form.
For "payment options" select "other"

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Printed Catalogue

Our next catalogue comes out in October 2000. In meantime, please refer to our online catalogue pages

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Wholesale Price

For many items, if you order few, we are able to offer you better price as we save on delivery and handling charges. For your convenience we add option buttons for most popular quantities. If there is no option buttons next to the item you are interesting in or if your quantity is different, please feel free to send us email inquiry.

If you are a wholesaler we've got online information for some of our products including jerky and kangaroo skins

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Export Permits

Export permits are required for wholesale orders only for some products. Usually we  can obtain all required export documentations within 10 working days.

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