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Frequently Asked Questions

For answers to all your important questions about shopping with Hardware Direct, we've provided a comprehensive list of FAQs.

Delivery

Do deliveries require a signature?
Unattended delivery can be selected for any order that does not contain dangerous goods. If your order does contain dangerous goods, age verification and signature will be required.

Do I need to be on-site/home to accept a delivery?
For standard post you are not required to be on-site/home to accept delivery as Australia Post will leave a collection notice for addresses where it is not safe to leave items unattended. For courier deliveries you will generally be required to sign for deliveries unless you have stated otherwise.

Do you deliver to my area?
Yes. We deliver nationally, although there may be some state restrictions for certain types of products.

Do you offer same-day delivery?
We do not currently offer same-day delivery. However, if you select 'Courier Delivery' as your shipping option, you may be contacted to arrange a convenient day and time for delivery.

How do I track my current or previous orders?
You can track your order status via the URL link included in the email order confirmation. If you have arranged for a courier delivery and require further assistance, please contact our Customer Service team at customerservice@hardwaredirect.com.au.

How long after I place an order will it be dispatched?
We aim to dispatch all orders by the next business day, pending product availability.

Will I be notified when my order has been dispatched?
Yes. Once each item in your order has been dispatched, you will receive a notification, either via email or SMS.

How long does delivery take?
Delivery times will vary by postcode and item. Please read our Delivery Information for more details.

How much is delivery to my area?
Delivery costs will vary by postcode and item. Please read our Delivery Information for more details.

Do you deliver internationally?
We currently deliver to Australia only. Should you require international delivery you will be required to make arrangements at your own expense. Please contact us at customerservice@hardwaredirect.com.au should you wish to arrange a specific international delivery request.

I haven't received my order. How do I find out where it is?
You can track your order status via the URL link included in the email order confirmation. If you have arranged for a courier delivery and require further assistance, please contact our Customer Service team at customerservice@hardwaredirect.com.au.

I have multiple items in my order but haven't received them all. When will they arrive?
Occasionally, orders are split between different deliveries and should arrive within 48 hours of each other. Some exceptions may apply. If your order has not arrived within this time, please contact our Customer Service team at customerservice@hardwaredirect.com.au.

Some of my items have arrived damaged. Who can I speak to about this?
All our products are covered by warranty. If your item has been damaged during transit, please contact our Customer Service team at customerservice@hardwaredirect.com.au so we can organise a replacement, refund or exchange for the damaged goods.

There is an item missing from my delivery. What can I do?
Please contact our Customer Service team at customerservice@hardwaredirect.com.au and we will follow-up on this for you.


Privacy

Will Hardware Direct use my personal information for marketing purposes or provide it to third parties?
We do not sell any personal information you provide to third parties under any circumstances. At Hardware Direct, we respect the privacy of our customers. Receiving our electronic newsletters or promotional emails is an optional service. Please read our Privacy Policy and Terms and Conditions for further information.

How secure is my personal information?
We will take all reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or disclosure. When information is exchanged between you and Hardware Direct, we employ Secure Sockets Layer (SSL) technology. Your information is sent to our servers through an encrypted connection and stored on secure servers.
When using a shared or public computer, we recommend you sign out each time you finish your session.
Our respect for our customers' right to privacy of their personal information is paramount. We have policies and procedures in place to ensure all personal information, no matter how or where it is obtained, is handled sensitively, securely and in accordance with the National Privacy Principles. Please read our Privacy Policy and Terms and Conditions for further information.


Orders

How do I place an order with Hardware Direct?
To place an order on our website, simply browse the site for items you are looking for. Add items to your shopping cart using the 'Add to cart' button.
When you are ready, select the shopping cart icon or link and then click on the 'Proceed to checkout' button.
If you require assistance, please contact our Customer Service team at customerservice@hardwaredirect.com.au.

How do I cancel my order?
If you wish to cancel an order, this can be processed if it has not already been dispatched. Please contact our Customer Service team as soon as possible at customerservice@hardwaredirect.com.au to check the status of your order.

If my order has already been dispatched, how do I cancel it?
If the order has been dispatched, you can ship the product to the return address at your own cost. A delivery note or invoice must be included with the returned product. We may also charge you for the initial delivery cost before refunding the balance of the items.

How do I modify an order?
Unfortunately, once an order has been received it cannot be modified. If you wish to add products, you will need to place another order. If you wish to cancel an order, this can be processed if it has not already been dispatched. Please contact our Customer Service team as soon as possible at customerservice@hardwaredirect.com.au to check the status of your order.

Am I able to cancel my order?
Yes. If the order has not been dispatched then an order can be cancelled. Please contact our Customer Service team as soon as possible at customerservice@hardwaredirect.com.au to check the status of your order.

Can I collect my order?
Unfortunately, we do not offer a Click & Collect pick up option for orders just yet. However, we may provide this option in the future.

Can I order an item that is shown as out of stock?
You are still able to place orders for out of stock items, just allow an extra day or 2 for delivery. You can contact our Customer Service team at customerservice@hardwaredirect.com.au who will be able to advise more accurate timings for when item will be available & ready for delivery.

Can I purchase a product and send it overseas?
Hardware Direct only delivers within Australia at this time. If you wish to arrange international delivery please contact us prior to placing your order so that we can provide you with a quote before proceeding. Any customs or importing fees specific to the destination country are to be paid for by you.

I have lost my order number, can you please assist?
If you have lost your order number, please contact our Customer Service team at customerservice@hardwaredirect.com.au.


Payment

What is a promotional voucher and how do I receive one?
We encourage our customers to register online for Hardware Direct promotions, newsletters and email updates. Simply enter your email address at the bottom of any page & click on the ‘Submit’ button to register for the latest news & deals. We may on occasion offer promotional vouchers to registered customers.

What payment forms are accepted by Hardware Direct online?
All transactions are in Australian Dollars (AUD).
You can use the following payment types when making a purchase with Hardware Direct:
• Visa
• MasterCard
• American Express
• PayPal

Can I still order online if I don't have a credit card?
Yes. You can pay using MasterCard and Visa debit cards.

How do I use a promotional e-voucher code?
During the checkout process, you will be asked to enter any promotional codes you may have.

How long does it take to verify payments?
Payments are verified and funds taken from your account immediately.

How will I know if my payment has been successful?
Your screen will display a message thanking you for the order and will display your order number. You can use this order number for future reference for any queries you may have. You will also receive an email confirming your order.

I forgot to use my e-voucher code during checkout
Unfortunately, we are unable to add promotional voucher codes to your order after it has been submitted. However, you can still use your promotional voucher on your next order, provided it hasn't passed the expiry date.

I think my payment has failed. Can you help me?
You will be notified instantly if there is a problem with your card. You will be prompted for an alternate payment method or to contact our Customer Service team at customerservice@hardwaredirect.com.au for assistance.

Why does my e-voucher code not work?
This may be because your voucher has expired, has already been used or you may have tried to purchase products that may not have been covered by that particular voucher.

Why has my order been cancelled due to payment issues?
From time to time we may need to verify your details. If we are not able to do this then the order is automatically cancelled. PayPal and eWay also conduct their own payment verification checks during check-out and may have temporarily blocked the transaction if they deem the transaction as a being potentially fraudulent. In these instances you will need to contact them to resolve directly. 

Pricing and Stock

Currency

All pricing on the Hardware Direct website is in Australian dollars (AUD).

I can't find the product I'm looking for
Please contact us on customerservice@hardwaredirect.com.au to see if we are able to source the item for you.

How do I search for products?
There are different ways you can search for products. You can search using the search function at the top of the page or by browsing the category tabs on each page.

How secure is my information?
Credit card numbers are not stored by Hardware Direct. We use a fully encrypted payment gateway that is Payment Card Industry (PCI) compliant. To learn more about how we protect your information and privacy, please read our Privacy Policy and Terms and Conditions.


Privacy and Security

How do I know my details will be secure when using your site?
We will take all reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or disclosure.
When information is exchanged between you and Hardware Direct, we employ Secure Sockets Layer (SSL) technology. Your information is sent to our servers through an encrypted connection and stored on secure servers.
When using a shared or public computer, we recommend you sign out each time you finish your session.
To learn more about data security, please read our Privacy Policy and Terms and Conditions.

Returns and Refunds

How can I return or exchange my order?
If in the unlikely event your purchase is faulty or wrongly described, we will refund your money or exchange the items. If you decide you do not need the item, you can contact our Customer Service team at customerservice@hardwaredirect.com.au to arrange a return, which may incur a handling fee.
Please download our Returns Policy for full terms and conditions.

Technical Information

I was trying to make a payment when an error message popped up saying, "Sorry, your secure session timed out." What does this mean?
If you happen to leave your session for a period of time, the session will time out for security reasons. You will need to log back in to the site and start the checkout process again