GENERAL SHIPPING INFORMATION

What are the delivery charges?

There will be times Bankstown Sound & Marine will offer free shipping on a product, in which case, there is no delivery charge – we’ll cover it for you, ’cause we’re awesome.

When the product you’re buying doesn’t come with free shipping, at the checkout, your delivery cost will be calculated based on your location, cubic volume of the package and its weight coming from Bankstown, NSW to wherever you are located.

How long will delivery take?

Our delivery partner, Sendle, is a nation-wide delivery agent. With hundreds of packages a day being moved through them, your delivery is on the right track.

During this unprecedented COVID-19 chaos, delivery times are skewed and a little unpredictable. However, a general rule is if you’re in a metro area of your states Capital City, delivery should be around 3-4 business days. Remote addresses can sometimes be from 5-12 business days, however, we have very rarely seen delivery take longer than 8-business days.

What exactly happens after ordering?

After your order is placed and your success payment has passed through to us, you’ll receive an email and an SMS from us confirming that we’ve gotten your order. Your order then goes into our Pick-n-Pack process where it’s taken, packaged and scheduled for pickup. Once a connote has been created for your order, you’ll get another email and SMS from us letting you know your order has been set to the Shipped status.

Your order is then picked up the following business day and begins its journey from us to you! You will have the tracking number and will be able to check the tracking page at any time.

Can I get a Tax Invoice?

Of course, you can! It’s available from the moment your successful payment is reported to us, however, we’ll automatically send it to you as an attachment in the email you get when your order has been shipped.

If you need it sooner or didn’t get it for some reason, send us an email at customerservice@bankstownsound.com.au and we’ll get it across to you as soon as we can!

Can you deliver to P.O. Boxes or Parcel Lockers?

At this time no. We can only deliver to physical addresses. Please do not provide us with P.O. Boxes or Parcel Lockers as your delivery address as it’ll just extend the time it takes us to ship your order.

If you do, we will place your order On Hold and contact you directly for the correct delivery address.

I put down the wrong address, can I change it?

This is a time-critical answer. If your order is still in the Processing or On Hold status, sure – no problem. Contact the store directly on 02 9708 5444 or email us at customerservice@bankstownsound.com.au and we’ll update it, no problem!

If your order has been shipped, then no. Your order is going to the wrong address – we are unable to recall the package. As part of our Terms & Conditions ensuring your delivery address is correct is entirely your responsibility. Failure to do so will result in additional costs and delivery delays.

PAYMENT INFORMATION

What payment options do you offer?

At this time, we offer the following payment options, which are all industry standard and safe to use:

  • Stripe – credit card payments
  • PayPal – PayPal account and credit card payments
  • AfterPay – buy now, pay later
  • Zip – buy now, pay later

Can I pay in cash on pick up?

Yes, and no. But mostly no. In order for the stock to be held in your name, an order must be processed through this website. The only way that can happen is if you pay through one of the above gateways.

Should you want to hold the stock, but not buy online, you’ll need to contact the store directly on 02 9708 5444 and see if there is stock in the store (and not the warehouse) that can be placed on hold for you. Whether this can happen or not is entirely up to the discretion of the in-store staff.

Can I get a refund?

Our refund policy will be explained and outlined further down on this page.

Does my item come with warranty?

We are the authorised stockists of everything we sell, so, yes. In addition to what you’re entitled to under Australian Consumer Law, you’re also provided with the manufacture warranty offered with every product.

Proof of purchase is required to claim any warranty and will only be accepted in the form of a Tax Invoice or store-issued receipt.

A product is on Backorder, can I still buy it?

Yes, from time to time, a product will go through unexpected popularity, or there is a stock shortage somewhere along the line. If a product will remain in our catalogue, we’ll offer it as a back-ordered product. If the product is being discontinued, you will be unable to order the item from the site.

THE PROCESS YOU NEED TO TAKE

ORDERS AND RETURNS POLICY

Bankstown Sound & Marine is under no obligation, outside of those stated in Australian Consumer Law such as DoA and faulty products, to accept refunds. However, we will consider a refund within 30-days of the purchase date for the following reasons:

  • You’re unable to install the product
    • It won’t fit in your car
    • You no longer have the car, etc.
  • Bankstown Sound & Marine advertised a feature the product does not have
    • We stated Apple CarPlay for a Head Unit that doesn’t have the feature

Should you wish to contact us about your refund, please do so at 02 9708 5444 during business hours or customerservice@bankstownsound.com.au and we’ll get back to you.

NOTE:

We will not accept refunds on products that have been opened and installed – unless faulty.

Shipping costs

All costs involved in returning an item to us are yours. We will reimburse you if the initial error was ours, or if the unit is faulty (DoA).

You are required to ship the item back to our showroom in Bankstown, NSW:

ATTN: eCommerce Team
20 Marion Street, Bankstown, NSW 2200

 

Are there any re-stocking fees?

  • If the item was faulty or DoA, there is no cost to you. After proven faulty, you’ll be sent a replacement (or issued a refund, your choice) and a reimbursement of your shipping costs
  • If the unit is returned to us in a brand-new, shelf-ready condition, a re-stocking fee of 2.7% is charged

How long will my refund take?

  • For Credit/Debit card purchases – the refund will take 3-5 business days to appear in your nominated account
  • For Buy Now, Pay Later purchases – the credit should return to your accounts within 60-minutes of us processing the refund

Once you’ve received the confirmation of action from us, please direct all follow-ups to your banking institutions or providers.