Shipping Information

Shipping Rates and Policies

Elpro Direct is an internet based business that is owned and operated by Elettra Products (a registered business identity in Victoria Australia). Your credit card account will be billed to Elpro Direct.

Credit Card Security & Fraud:

The security of all credit card transactions is of paramount importance to Elpro Direct. To protect our valued customers, your credit card details are encrypted by merchant back office, and are not stored on the Elpro Direct server in any useable form.

MasterCard and Visa orders will only be accepted from persons who are authorized by the cardholder to place such orders. To prevent credit card fraud, all transactions are verified by our Merchant system before processing.

Our shopping cart and merchant system will encrypt and pass the information entered by the shopper to their banking partners who pass it to the Card Issuer (your credit card company) for comparison with their records. The results of the comparison are then passed back to Elpro Direct for authorization.

To pass these verification checks, the billing address (including zip/post code) must be the address to which the card statement is currently sent, the billing address (including zip/post code) must also match the address held by the Card Issuer exactly, the card issue country must match these two addresses and the Security Code must match that held by the Card Issuer exactly. Card issue countries should be the same as the shipping address or additional checks will be required.

If PayPal is selected as the payment option, the Elpro Direct shopping cart will process it and you will be taken to the PayPal for payment processing site. Once this is complete, you will be returned to the Elpro Direct site so you can continue browsing our website. Notification of your order and your PayPal payment will be sent directly to us, there will be nothing more that you need to do.

If a transaction fails these checks, our merchant systems will either decline the transaction or post a warning with your order. Declined orders are not accepted by. Orders issued with a warning will be subject to further verification by Elpro Direct representatives. These checks will include, but are not limited to, independent verification of the STD area code on the phone number and shipping address provided on the order form, an email enquiry and a personal phone call to the person being billed for the transaction. If the area code does not match the zip/post code, the shipping address cannot be verified or the phone number is not in service (and an alternative phone number is not provided) the order will be deleted. It is Elpro Directs policy to carry out all necessary verification checks on orders issued with a warning. Elpro Direct reserves the right to decline any and all orders which do not comply with these verification checks.

Payment & Shipping Terms:

Terms of sale: Elpro Direct is only able to accept C.O.D. terms from registered trade customers unless prior arrangement has been made.


All prices on this website are in Australian Dollars. Elpro Direct offers for sale all product on this website using our merchant system. Cashiers checks or money orders may be used, but will add around 10 to 20 business days to the shipping time, as the funds will need to be cleared before the items are shipped.


MasterCard and Visa orders will only be accepted from persons who are authorized by the cardholder to place such orders.

We use Australia Post for shipping, as this is the most cost effective method for orders under 20kg in volumetric weight.  If you are on a very tight deadline, we recommend TNT or Australia Post Express Post at an additional cost to you.   For For Wheel arches which exceed Australia posts maximum dimensions we can ship to capital cities using Fastway couriers.  

Your order will usually arrive in 2 to 3 business days, depending on your location. Goods being sent to WA or TAS will usually take approximately 7 - 10 business days.

Shipment Delays:

While we make every attempt to fill all orders placed, an order may be delayed or backordered. If a delay or backorder occurs you will receive notification via email.

If you do not wish to wait due to the delay or backorder, you may request a cancellation for your order, provided that the item(s) has not shipped. If we do not hear from you before we ship the items, we will assume you have agreed to the shipment delay.

If we cannot deliver your item(s) within 30 days of the order date, delay notice or backorder notification (whichever is greater), a cancellation will be processed automatically and you will receive a prompt refund for any unshipped portion of your order. Please allow up to two billing cycles for the refund credit to appear on your credit card statement.

Shipping for Backorders:

Backordered items are shipped at prices in effect when the item was ordered or current selling price, whichever is lower. Backorder shipments will be subject to normal shipping and handling policies.

Damage:

Damages are the responsibility of the carrier once the shipment is released from Elpro Direct After shipment is released to the carrier, any damages must be reported to Elpro Direct within seven days from receipt of shipment. All claims will be filed by Elpro Direct, directly with the freight carrier.

You must save all boxes and packing materials for damage inspection by carrier.

Return Policy:

Elpro Direct cannot accept returns of custom manufactured or special non standard products.

Non-defective returns must be made within 10 days of receipt of the goods and a Return Merchandise Authorization (RMA) number must be obtained from Elpro Direct prior to the return of any merchandise. Product returned outside this 10 day period or without an RMA number will be returned to the customer at the customers expense.

You have 10 days to contact Elpro Direct after receipt of the goods to request a return (and RMA number), and all RMA numbers are valid for a period of 30 days only.

All returns must be shipped freight prepaid and double boxed with the number of boxes shipped back (i.e. 1 of 6, 2 of 6 etc).

Returns for credit will be credited at the price paid on invoice or current selling price, whichever is lower, less any re-stock fee.

Defective returns are eligible for return only within 30 days from Elpro Direct invoice date to the end-user. After 30 days, all product must be referred to the manufacturer for authorized warranty repair.

A copy of the Elpro Direct invoice/receipt must be included with all returns.

Products must be returned complete with original parts and documentation. Incomplete returns will not receive a full credit and will fall subject to manufacturer’s warranty.

Items showing signs of misuse or consumer abuse will not be accepted for refund or credit. Products must be returned in re-sellable condition. All returned products are subject to a 20% restocking fee or will be returned at Elpro Directs discretion.

Please allow 10 business days for processing returns.

Non-defective product may be returned at the discretion of Elpro Direct and will be refunded or credited at the current Elpro Direct selling price less a 20% restocking fee.

Non-defective product may be returned only if unused and unopened in the original packaging, and only within 10 days of receipt of the goods. Any product not in new condition may be refused a refund or credit and returned at the customer's expense. If a product has been opened or the product has been used, it cannot be returned unless the item is defective.

Sale of Specials and custom items are final. Only defective Specials and custom items may be returned for refund or credit as per normal Elpro Direct policies.

Disclaimers:

All prices and availability are subject to change without notice.

By placing an order, the customer accepts in their entirety all terms and policies stated herein, including any typographical errors, omissions and inconsistencies. Elpro Direct cannot be responsible for typographical errors on this website.

Frequently Asked Questions:

Q1: How do I order an item I see on the web site?
A: You can click on the picture of the product and follow the links to obtain specific information for the item that you want. Add the item to your shopping cart and then check out. You will be asked to provide billing, shipping and credit card information to process your request.

Q2: What if an item is on back-order or unavailable?
A: Sometimes an item is out of stock or discontinued. If this happens, we will contact you and ask you if you would like to wait for the item or substitute an alternative item.

Q3: Can I pay by C.O.D.?
A: Yes - but only if you are able to pick the goods up direct from our Factory in Dandenong, Victoria. Payment will be required on pickup of the goods.

Q4: Can I pay by check or money order?
A: Yes. You can place your order via email and mail your check or money order. If you would like to complete your order by mail, please include a description of the item, the item number, the address for billing and shipping and a check or money order payable to Elpro Direct for the cost of the item plus shipping and handling.

Q5: Do you ship to P.O. Box addresses?
A: Yes, however, you should expect your order to take 2-3 weeks longer than for a physical delivery street address, and you will need to select Australia Post and your shipper.

Q6: How do I order a replacement for defective merchandise?
A: Elpro Direct can assist you with your replacement order.

Q7: Who pays the freight to return defective product and the replace?
A: Elpro Direct customers are responsible for the freight to send defective products to Elpro Direct. As a courtesy, Elpro Direct will prepay the freight on the replacement product only.

Q8: How long does it take to receive credit for products returned?
A: Credit will be issued within 10 business days of receiving the products at Elpro Direct or its agent.

Q9: How do I go about returning items to Elpro Direct?
A: Authorization for return must first be obtained through Elpro Direct. The RMA number issued by Elpro Direct or its agents must be written clearly on the outside of the shipping box, not the manufacturers box. All returnable products must be returned in the original manufacturers packaging. It is highly recommended that you select a shipping carrier that is able to provide tracking services in the event that the package is lost. For claim purposes, packaging specifications must meet those required by the shipping carrier you’ve selected.

Q10: Where do I send my return merchandise?
A: Authorized returns are to be sent to Elpro Direct, 34 Kimberly Road, Dandenong, Victoria, Australia 3175.

Q11: How long do I have to report a problem with an order I placed through Elpro Direct?
A: Contact Elpro Direct within seven (7) days of the expected ship date or within seven (7) days of taking receipt of the order.

Q12: What happens if I refuse to accept delivery of a shipment from Elpro Direct?
A: Refused shipments will be credited, less a 20% restocking fee, within 10 business days of receipt at Elpro Direct or its designated agent. The customer is also responsible for freight charges on deliveries that are not accepted.

Q13: What happens if a package is refused because of shipping damage?
A: Damaged refusals will be credited within 10 business days of receipt at Elpro Direct or its agent. It is highly recommended that the damage be clearly stated to the shipping carrier driver to ensure it is noted properly on the tracking record. This is needed to avoid restocking fees.

Q14: Will I receive an invoice with my order?
A:In most cases your invoice will be will be included with the shipment of our performance products.

Q15: Can I change or cancel my order?
A: Yes. If you would like to cancel your order, please contact us as soon as possible. Your name and Order ID will be required for us to cancel your order. You will be responsible for all shipping costs if you cancel your order after it has been shipped.

Q16: Do you have a printed catalogue?
A: Yes - a copy can be sent to you upon request.

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sales@elettra.com.au