FAQ's

 

How can I place an order?

Online: www.equineperformance.com.au
Email: sales@equineperformance.com.au
Phone: 1300 886 968: 0421 167334: 0417 466764
Post: PO Box 397, Round Corner, NSW 2158 Australia


How long will quotes remain firm?

30 days


How can I pay for my order?
 

  • Paypal (you do not require your own Paypal account)
  • Credit Card (Mastercard/Visa/Amex-limits may apply)
  • EFT direct credit
  • Afterpay
  • Money Order


All orders are to be strictly pre-paid, and are subject to Equine Performance Pty Ltd-Terms and Conditions of Trade. We do not offer credit terms.

Please note: secure external payment gateways may take up to three business days to process and settle payments. Goods may not be shipped until payments are credited to our accounts. Customers requiring same day despatch are welcome to call us with credit card details for processing through our own EFTPOS terminal facility. 

Customers choosing to pay through Afterpay should be aware that cancellation of an order, by customer choice, and due to no fault of our own, will have the non-refundable Afterpay merchant fees deducted from the refund amount. Full refunds are only provided if a problem with the order is attributable to us, in which case we will accept responsibility for the loss of merchant fees. Afterpay terms are publicly visible on the Afterpay website here https://help.afterpay.com/hc/en-au under the Help menu/help for merchants/managing orders/merchant returns-refunds. It states “Afterpay Merchant fees are non-refundable in the event of a refund.”


How will my order be shipped?

Bulky domestic orders will most frequently be shipped by regular courier or postal services:

For orders up to 20kg, we offer a flat rate according to destination:

  • $14.00 Sydney Metro
  • $24.95 to NSW, ACT and VIC only
  • $29.95 to QLD, SA or TAS only
  • $34.95 to WA and NT only

For orders over 20kg, you will be contacted with a quote for shipping and invoiced separately.

Customers may also choose Australia Post express or regular parcel post satchels.

Australia Post Parcel Post satchels (+$3.00 for signature on delivery):

  • Up to 500g $9.00
  • 501g to 1000g $12.00
  • 1001g to 3000g $15.00
  • 3001g to 5000g $18.00

Australia Post Express Post satchels (+$3.00 for signature on delivery):

  • Up to 500g $12.00
  • 501g to 1000g $15.00
  • 1001g to 3000g $18.00
  • 3001g to 5000g $25.00
  • Up to 1000g Sydney Metro $10.00


Do we ship internationally?

Yes, international customers are welcome to contact us by email or Facebook. This site does not cater for international shipping. Goods will be invoiced for payment via Paypal (you do not need your own Paypal account). Shipping will be charged at cost, by agreed terms to suit your requirements. 


What if my order cannot be fulfilled?


Domestic orders: items in stock will usually be shipped within 24 hours of cleared payment being received. For items on backorder, we will contact you with an approximate delivery time, and ship immediately on receipt, at no further expense to you.


International orders: in consultation, and by mutual agreement, the order will be shipped when fulfilled.


If we are unable to fulfill the order within a reasonable and mutually agreed timeframe, you may cancel the order, and receive a full refund for items not yet shipped.


How can I be sure that my privacy will be protected?


We guarantee to seek only sufficient information in order to process your orders with our usual high standard of customer service.


Confidentiality is assured, as we do not sell or divulge any personal or commercial particulars to any third party, without written consent.


See a full copy of our Terms and Conditions of Trade here.