FAQs

SHIPPING

Do you ship to my country?

We ship internationally!

If your country is not available at the checkout, please contact us to check if we can ship to you.

How do I track my order?

Log into your account and you can check the status of your order. If it the status is “shipped” it means your order is on its way!

Once your item is Shipped we will send you an email with your Australia Post tracking number. You can then use this number to track your parcel through the Australia Post website.

How much is my shipping?

We ship with Australia Post and shipping is automatically calculated prior to submitting your payment information based on the total weight of your order. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

For large and heavy items, we will need to manually calculate the best method of shipping and give you a price.

My order never arrived?

Log into your account and track the status of the items in your order. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

I received the wrong product?

 If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is your return policy?

Please see our “Returns” page for full information.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may log into your account and track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

PRICING & BILLING

Do I have to pay GST?

 Yes, GST is applicable on all purchases. Except for International orders.

I have a question on my charges?

Log into your account to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. We currently offer Credit and Debit card payments, direct deposit/EFT,  PayPal and AfterPay.

( Afterpay has a minimum order amount of $75.00)

Please note that we will not ship your order until we receive payment from you.

What are your bank deposit details?

For EFT payment, our Direct Deposit Details are:

Name: Equissentials

BSB        012 556               

Account Number              401280218          

Where can I obtain a copy of my receipt/invoice?

Log into your account and you can open, view and print invoices from your order history.              

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s). We do not charge your card at the time you place the order on our website. Unless your order is a custom or special order.

ORDERS

How do I change quantities or cancel an item in my order?

You may be able to edit or cancel some items in your order by logging into your account. If not, please contact customer service for assistance.

Please note that once an order has begun processing or has shipped, the order is no longer editable.

An item is missing from my shipment?

Log into your account to check the status of the items in your order. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.