Magnificent Australian grown foods
1. What if I forget my username and password?
3. What happens if my credit card is declined?
4. Does Dick Smith Online Store accept debit cards?
5. After checkout but before payment, can I change my order?
7. After checkout and after payment, can I change my order?
8. How long will my order take to process?
9. Are my credit card and personal details secure?
10. What if I have given the wrong delivery address?
11. Can I split a payment between two credit cards?
12. Where else can I buy these products?
13. Can I specify a delivery time?
14. What happens to the delivery if no-one's home?
15. Can I follow progress of my order?
16. Do you have order tracking?
17. How do I know when my hamper has been delivered to the designated address?
18. When one or more items from my order are out of stock, do I have the choice to substitute?
19. Who do I contact about my order?
20. Why can't I find my order to check its progress?
21. Can deliveries be made on weekends and public holidays?
22. Which Credit Cards do you accept?
23. How do I know my order has been placed and my credit card has been charged?
24. Can you deliver to isolated locations?
26. Can you guarantee delivery for a special occasion?
27. What if I cannot find the answer to my question here?
28. Can I set up a corporate account?
29. How do I cancel my account?
30. I am living overseas can you deliver outside Australia?
31. I am living overseas and would like to send a delivery to Australia, is this possible?
32. How do I unsubscribe from your newsletter?
33. I cannot find the product, do you have a search feature?
34. Do you do coupons, coupon codes, or groupons?
35. The parcel has reached me with faulty / out of date goods, can I return it?
36. How do I go about receiving a refund?
1. What if I forget my username and password?
Click on forgot password? http://www.dicksmithfoods.com.au/user/password for prompts to have your password sent through to you.
When you set up your username and password remember these and write them down somewhere, so the next time you are online with us you can log in using your username and password. We would suggest you create a username that is letters, numbers and lower and uppercase.
Our log in does not accept spaces in your password or username. It may be that the username you have chosen is identical to someone else's ie:johnsmith1 and that's why you are not being granted access. We would suggest you use letters, numbers and lower and uppercase to create a unique log in and keep that in a safe place.
3. What happens if my credit card is declined?
Our store is unable to process your payment as your card has been declined. Therefore no invoice will be created. You should choose to make your payment using another credit card. When a valid credit card is accepted this is when your invoice is generated. Please make sure you have indicated a daytime phone number should we need to reach you.
4. Does Dick Smith Online Store accept debit cards?
Yes our store accepts the standard debit cards issued by banks only when your method of payment is "credit" and not "eftpos". However it does not accept Credit Gift Cards.
5. After checkout but before payment, can I change my order?
Yes at checkout and before payment you can add more items or remove items from your cart, before proceeding to pay.
At the current time we do not accept Paypal.
7. After checkout and after payment, can I change my order?
No, once your order has been checked out you will be unable to remove items from the cart or change your order. Please notify us via email of any requested changes via the order@dicksmithfoods.com.au indicating your order number.
8. How long will my order take to process?
Orders placed before 12pm (noon) EST Monday through Friday, will be dispatched the same day, all orders received after midday are dispatched the next day. However public holidays are exempt.
9. Are my credit card and personal details secure?
We use secure encrypted SSL payment technology to protect all sensitive information and transactions. Rapid SSL (Secure Sockets Layer) software is state of the art encryption software used widely by online businesses and is a trusted encryption partner. We also use NAB Secure Payments Enabled and no credit card details are held on our servers.
Should you have any questions about our privacy policies, please contact order@dicksmithfoods.com.au If you are still uncomfortable purchasing online at dicksmithfoods.com.au, that's fine! You can call our experienced sales team between normal business hours of 9am to 5pm EST from within Australia on (02) 9450 0173 to arrange your order and delivery. Alternatively you can fax your order, together with payment details, to +61 2 9986 3957
10. What if I have given the wrong delivery address?
Please ensure you have provided us with the correct delivery address. Please make sure you have given all the correct address information including complete first and last name, complete street number, street name, company address. Any inaccuracies may incur a delivery delay.
11. Can I split a payment between two credit cards?
No it is not possible to split a payment across two credit cards.
12. Where else can I buy these products?
Dick Smith General Store at Unit 3 / 2 Niangala Close, Belrose, NSW 2085. For Dick Smith Foods items please see stockists.
13. Can I specify a delivery time?
You can request a delivery time, however as packages are delivered by Australia Post we can make no guarantees once the package has been dispatched. Please see the separate menu section regarding Delivery.
14. What happens to the delivery if no-one's home?
When no signature is required deliveries can be made. However, if you requested an Australia Post service which requires signature then someone will need to sign. The postal service will deliver a card notifying you of an attempted parcel delivery and indicating where to make contact and after what time to pick up (usually from your local post office). It is also not advisable for a parcel to be delivered and left out in weather conditions, therefore we advise that someone should be home to receive the parcel.
15. Can I follow progress of my order?
Yes, you can see if your transaction has taken place, pending, packaged, shipped by logging in to track progress.
16. Do you have order tracking?
If you selected Express Post or Registered Post, once your order has been dispatched a tracking number will be visible against your online order.
17. How do I know when my hamper has been delivered to the designated address?
If you selected Express Post or Registered you can track this via Australia Post's tracking service; http://auspost.com.au/track/ from the tracking number advised with your online order.
18. When one or more items from my order are out of stock, do I have the choice to substitute?
Yes, you will be prompted by an out of stock message on the site, so you can choose to find a replacement. If you chose to click the "Out of Stock - Notify when back in stock" button, you will receive email notification when this item is back in stock.
If you should choose to wait, we reserve the right to substitute for an item of equal of higher value. However when you are ordering a hamper, stock choice is unavailable. Should you request a particular item, please include it in your comments.
19. Who do I contact about my order?
Please email order@dicksmithfoods.com.au clearly indicating your order number and your daytime telephone number and we will contact you.
20. Why can't I find my order to check its progress?
When your order was placed you should receive an email confirmation that has an order number. By logging in to our site you can track progress of your order from the order number. Please check your "junk/spam" filter if you haven't received this email.
21. Can deliveries be made on weekends and public holidays?
No we do not deliver on weekends and public holidays due to our carriers operating during these times.
All Orders placed before 12pm (noon) EST Monday through Friday, will be dispatched the same day, all orders received after midday are dispatched the next day. However public holidays are exempt.
22. Which Credit Cards do you accept?
We accept Visa, Visa Debit Card, Mastercard. We do not accept American Express or Diners online.
23. How do I know my order has been placed and my credit card has been charged?
When your order was placed you should receive an email confirmation that has an order number. By returning to our store site and logging in, you can track progress of your order from the order number. We us Nab Transact as our secure payment gateway, and payment is taken automatically when orders are received.
24. Can you deliver to isolated locations?
As long as your delivery address is known to Australia post your item will be delivered.
At the present time due to restrictions with the importation of food goods into different countries, our online store is unable to ship food items overseas.
26. Can you guarantee delivery for a special occasion?
If you have clicked and selected a specific service with Australia Post, ie; Express, please check the lead time required for that particular service with Australia Post before making your order. Please note that our carriers do not deliver on weekends and public holidays.
27. What if I cannot find the answer to my question here?
Please send us an email via the order@dicksmithfoods.com.au, and we shall respond.
28. Can I set up a corporate account?
Yes, remember to create a username and log in password in order to create this.
29. How do I cancel my account?
Please contact us via the contact form confirming your request.
30. I am living overseas can you deliver outside Australia?
Currently we are unable to ship to addresses outside Australia, due to the restrictions with importation of food goods to various countries. However we hope to ship internationally in the future.
31. I am living overseas and would like to send a delivery to Australia, is this possible?
Yes, this is possible as long as the delivery address is in Australia we can send to Australian addresses.
32. How do I unsubscribe from your newsletter?
Dick Smith Foods customers can elect to receive our Newsletter by joining as a Dick Smith Foods member and opting to receive our plain text or HTML email. At any stage, should you wish to stop receiving any of these promotional emails, simply click on the "Unsubscribe" link at the bottom of the email, or login into the members area and tick the Newsletter option as "None". If you have any concerns, please contact us.
33. I cannot find the product, do you have a search feature?
Yes our search box is located on the left hand side above the shopping cart.
34. Do you do coupons, coupon codes, or groupons?
We do not accept coupons, run coupon codes, or groupons.
35. The parcel has reached me with faulty / out of date goods, can I return it?
For faulty / out of date goods, these are dealt with on a case by case basis, we can issue a credit upon return of the goods. We require that a photograph of the faulty item is emailed to us.
36. How do I go about receiving a refund?
We ask that you please contact us to discuss queries or concerns you may have in relation to your product/s or hamper/s you have sent or received. Direct all contact to order@dicksmithfoods.com.au
37. How do I cancel my order?
Should you need to cancel your order, please send us an email to order@dicksmithfoods.com.au Notice of 48 hours prior to the dispatch of your order is required. Cancellations received with less than 48 hours notice will be charged at 50% of the total order value.