FREQUENTLY ASKED QUESTIONS –

EVERYTHING YOU NEED TO KNOW

A Message To Our Customers

As COVID-19 restrictions continue across Australia, our shipping partners have let us know they’re experiencing delays, which may impact the delivery of your order. We’re working hard to get you your CassapBMX products as soon as possible and are sorry if your delivery is affected by a carrier delay.

We thank you for your understanding.

ORDERING

  • How do I place an order?

Step1: Browse the item you wish to purchase on our shop page. When you have found the product/s you would like to purchase, simply click the "Add To Cart" button. Step 2: When you have finished your shopping, simply click on the Checkout button located on the top right of the page or at the bottom of your shopping cart. The website will then lead you though the process of providing delivery and payment details.

Occasionally we may require additional information to verify your identity. If this is the case, we will contact you by email or by phone. CassapBMX reserves the right to cancel an order for any reason.

  • Can I cancel or change my order once the order is confirmed?

Yes, you can cancel or change your order before you submitted the payment. Usually, we proceed your order once the payment has been confirmed. Please email us as at cassapbmx@gmail.com soon as possible if you wish to cancel or change your order.

  • How long does it take to process my order?

Orders are processed in a timely manner, pending item availability, credit card/payment verification, and correct delivery address. As a rule, CassapBMX post on a Monday and Wednesday although these are guidelines only and do not take into account possible delays cause by item availability and payment verification.

If you have any concerns that your package might not make it on time, please email cassapbmx@gmail.com before placing your order.

  • What’s the go with Pre-Orders?

Purchase of items marked “Pre-Order” is not a guarantee of delivery and may be cancelled due to factors outside of our control such as production, logistics, or quality control issues. Delivery dates provided in Pre-Order item descriptions are estimates and subject to change. Pre-Order items are non-refundable.

  • Do you have any retail locations?

Sorry, CassapBMX is only available online.

  • I received the wrong item/order?

Should there be any issue with the order you have received, please contact our team at cassapbmx@gmail.com with photos and we will rectify this immediately.

 

DOMESTIC AND INTERNATIONAL SHIPPING

  • How much will it cost to send out my items?

CassapBMX prices include postage.

  • How do you ship my products?

For all domestic orders we use Australia Post and/or Couriers Please unless specified. For international orders, we offer DHL service. If you do not see your destination listed upon checkout, please contact us at cassapbmx@gmail.com for further assistance.

Please note orders will only be shipped once payment and delivery details have been approved and confirmed. Delivery time frames begin from the date of despatch.

  • When will you ship out my order?

Your order will be dispatched within 1-3 working days after we have confirmed your payment. You will be notified via an email with a unique tracking number and delivery details.

  • Do you provide combine shipping service?

Yes. We combine postage for multiple items.

  • How long will my order take to arrive?

For deliveries by Australia Post, visit the Australia Post website for further information https://auspost.com.au/service-updates/domestic-delivery-updates#delays

  • Can you ship my item by express post?

Please contact cassapbmx@gmail.com to discuss prior to placing your order.

  • What happens if I am not at home when the courier delivers my orders?

Australia Post: If nobody is at the delivery address to receive the parcel, a card will be left advising that the parcel can be collected from the nearest post office. All orders will require a signature upon delivery. CassapBMX will not assume the risk of loss and title for merchandise for any orders that opt for no signature requirement.

Couriers Please: arrangement would be made in advance to ensure that your package can be delivered at a time convenient to you. If you not be at home at the agreed time, a redelivery fee may apply.

  • Can you ship my order to my PO BOX address?

Domestic: Yes we can but only for products being delivered by Australia Post.

International: Sorry, DHL will not deliver to PO Boxes so a physical address will be required

  • What if I can’t track my order or tracking isn’t updating?

If tracking hasn't updated after 5 business days, please contact our team at cassapbmx@gmail.com and we will investigate and provide you with further information and will rectify any issues as quickly as possible. Sometimes delays may occur while Australia Post or DHL carry out their investigations.

 

PAYMENTS

  • What payment methods do you accept?

Bank Transfer/Deposit, Paypal, Visa or Master Cards. All items listed are in Australian dollars.

  • How does Paypal work?

Please visit www.paypal.com.au for more information.

  • Do your prices include GST?

Yes, all our prices are GST included.

  • What is the currency?

All our products are displayed in Australian dollars (AUD).

 

RETURN POLICY

  • What is your Return Policy?

We offer returns for faulty or damaged goods only. All products are carefully inspected prior to shipping so leave our shop in perfect condition. Please notify us by email to cassapbmx@gmail.com if the item is damaged. Return shipping fee is the responsibility of the buyer unless the return is a result of our error.

  • How do I start a return?

Returns are started by emailing cassapbmx@gmail.com

  • Where is your Return address?

Once you start your return by emailing cassapbmx@gmail.com an email will be sent to you with all return instructions including our return address

  • How long does it take for funds to appear in my account?

Generally speaking, once a refund has been approved money will be returned in 2-4 business days.

 

WHAT IF MY QUESTION IS NOT LISTED ABOVE?

·         For any further issues or enquiries not outlined above please contact our friendly team at cassapbmx@gmail.com and we will get back to you as quickly as possible.