Frequently Asked Questions
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours on business days.
Once an order is placed, our warehouse staff can pack and send it quickly, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
Orders are usually sent within 3–5 business days after the day you placed your order. If our warehouse is exceptionally busy, it can take longer.
General SHIPPING INFORMATION
Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 3-5 days after your order is placed, and you will receive an email with the tracking number soon after.
Depending on the size of your order you may receive separate packages that may possibly arrive 1-2 business days apart.
OUT OF STOCK/BACKORDERED ITEMS
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
ADDRESS CHANGES
Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
Yes, we ship overseas.
International shipping is calculated at checkout based on the weight of your order and your shipping address, and any import duties or taxes are paid by you.
We apologize that your shipment didn't arrive in perfect condition! Please contact us at info@3dpromelbourne.com.au with your name and order number for further assistance.
Simply go to theTrack My Orderlink on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
Please email us at info@3dpromelbourne.com.au, so we can track it on your behalf. Often couriers may take it to your local post office if you were not home at the time of delivery.
If any of your items are missing or damaged, please email info@3dpromelbourne.com.au as soon as possible with your order number and photos, and we'll make it right as required under the Australian Consumer Law. For change-of-mind returns, you have 14 days from delivery (see our Refund policy).
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