Q & A

Your Account

What is the difference between General Customer Group and Trade Customer Group?

On registration, there are two options for Business Type: General Customer Group and Trade Customer Group.

 

Ordering & Payment

 

Artwork

 

Products

 

Warranty and Returns

  1. All products purchased from windflag.com.au include warranty. All hardware is generally offered with 12-month warranty. Printed Flags are guaranteed with quality of workmanship. The life expectancy of flag is 6 month to 2 years in general depending on the location and weather conditions.

  2. What should I do if I receive a faulty/damaged item?
    Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to service@windflag.com.au (please include your order number). This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.
     
  3. What should I do if the item is damaged during transition?
    Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to service@windflag.com.au (please include your order number).  Goods may need to send back to us for a physical inspection. Claim must be made within 7 days from the date of purchase.
     
  4. What is the procedure for warranty claim?
    Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to service@windflag.com.au (please include your order number). Goods may need to send back to us for a physical inspection. Claim must be made within 7 days from the date of purchase.
     
  5. How long does refund take to process?
    It generally takes up to 2 weeks to process refunds, and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
     
  6. If I need to return an item, who will be responsible for the delivery cost?
    If an item needs to be returned due to it being damaged, faulty or for a warranty claim, please contact us first as we may have alternatives. Should we decide it needs to be returned, we will arrange for the item to be returned at our expense.

    Even if you need to return the item due to a change of mind, please contact us first, as we can arrange return of the item, with the return postage cost deducted from your refund.

  7. Can I return the product if change of mind?
    If you change of mind within 30 days, you can return the item if the item still has original packaging and is not damaged. We will offer a full refund to you minus the return postage. Any cost for graphic printing is NOT refundable.
     
  8. If I resell the item to someone else, will I be able to transfer the warranty as well?
    Unfortunately, warranty is non-transferrable. However, if you are our reseller, warranty will be provided to your customers.

 

 
Delivery

  1. When will my order be shipped?
    For Hardware Only order will generally be dispatched the very next day after full payment is received. For order with Graphic Print flag will take 5 - 7 working upon artwork approval by you and after full payment is received. When your order is shipped out, you will be notified via email with the carrier's details and a consignment note for your delivery status.
     
  2. How much is delivery cost?
    Delivery cost varies according to the product and destination. It will be stated on the right of the product page. Simply put in your postcode and it will show you the delivery fee in the Check Out process.
     
  3. What courier do you use?
    We currently use TNT Express, Fastway, Couriers Please, Australia Post (eParcel), and Allied Express.
     
  4. How do I track the progress of my order?
    Carrier's details and tracking number will be sent to your email after order is dispatched. Simply go to the carrier's website and put in your tracking number, your delivery status will be shown.
     
  5. Do you deliver anywhere within Australia?
    We deliver all places within Australia.
     
  6. Do you ship outside Australia?
    Currently we only ship within Australia. We are striving to grow and provide service to international customers. Please subscribe to our newsletter to keep up with our update.
     
  7. How long does it take to receive my order?
    All items can be dispatched only after full payment is confirmed. Depending on your destination, delivery will normally take less than 10 working days. If you do not receive your item within 10 days, please do not hesitate to contact our customer service representative.
     
  8. Do you provide express service?
    Currently we express post service is not available but we are working on it. Please subscribe our newsletter for regular updates.
     
  9. Can I come or send my courier to pick up my order from your warehouse?
    Pick up is not available. You can choose to pick up during the Check Out process. All items can be picked up only after full payment is confirmed.
     
  10. What should I do if I do not receive my order in the estimated delivery date?
    You are suggested to track your items from our carrier first. If it cannot be solved, please contact our customer service representative.
     
  11. Do you deliver to PO Box address?
    Po Box address is accepted if item is dispatched with Australia Post. You will be notified on the checkout page if PO Box accepted. If PO Box is provided when it is not acceptable, item will not be dispatched until correct address is given.
     
  12. How do I change my general shipping address?
    Login to your account and change your address.
     
  13. How do I change my shipping/billing address for a specific order?
    When you proceed to the checkout page, your nominated address in your address book will be filled in. If you would to ship the order to other address, please fill in the correct address in the boxes.
     
  14. Can I request an item by an urgent date?
    We endeavour to dispatch your order as soon as possible, however, we cannot guarantee a delivery by a certain date. You will be given carrier's details and consignment note to track your item.
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