Terms and Conditions

# Petlins reserve the right to supply your order in parts, some or all of which may come directly from the manufacturer, some or all may come from our warehouse. This will depend on the situation at the time your order is placed with us and is not to be assumed all items are shipped from our warehouse, irrespective of any information previously given to you.

# Delivery cost? Orders up to $150 ... A $10.95 Flat Rate will be added, Australia high and wide!
        For orders which total over $150 - NO delivery charge.
        Leclerc looms are excluded from either category and delivery cost will be negotiated with the customer

# ALL orders are posted to the address you enter as your Shipping Address during Registration on Petlins Online Store pages. We DO NOT send orders to your Paypal address (where this may be different). We DO NOT cross check an address you may have recorded as your delivery address in Petlins Online Store registration with a Paypal address.  If you make changes to your address just prior, during or after you submit an order, please contact Petlins immediately to verify the change. Paypal sometimes lists your address in the USA ... we use the address you entered in Petlins registration pages. There is no need to contact us... contact Paypal as this is their issue.

# Where two delivery addresses are supplied, one street and one Post Box, the parcel is sent to the PO Box.

# When will my order be posted? Depending on the makeup of your order, many orders are posted from the warehouse within 24-48 hours of us receiving Cleared Payment into our account . ... Sometimes we may prefer to send an item / an order directly from Ashfords in NZ, This will be transparent to the customer, involve no import hassles, no paperwork and above all, no more to pay ... and often is quicker than us posting it!

# When will I receive my order? We cannot answer this question. Australia Post is our main carrier and they will deliver your parcel. As stated elsewhere, orders are usually posted 24 - 48 hours from receipt of payment. It is then up to Australia Post to get it to you. Petlins have absolutely no control over delivery times. Please do not ask this question but ask Australia Post for an expected delivery date to your address. Usually Australia Post will send you tracking information after your parcel is posted ... did not receive it? Chances are we do not have your correct email address.

# Tracking? We add the tracking details to your order page once posted. Please visit your account or use the link given to you in the Order Confirmation email. View your latest order, scroll to the bottom and the Tracking Number is shown above the words "Print Invoice".. ONLY applies to Store 2021 Online orders, NOT phone orders nor Original Store orders.

# If Paypal is selected as your payment option....
All online payments are processed securely by Paypal, Petlins have no access to, and therefore do not keep, any credit card details you may provide during your checkout. Petlins have no control over when your Paypal payment will be processed. This is between you and Paypal. Petlins do not process your Paypal payment for Online Cart Orders. Have a problem paying through the Paypal gateway? This is between you and Paypal... Petlins are not able to assist.

# A Paypal receipt is a Paypal receipt ... it is not a Petlins receipt. Payment transactions through Paypal are between you and Paypal. Likewise, pay through your bank and Petlins have nothing to do with the payment transaction. Petlins take no part in the payment process of your order and have no access to your card details

# NO, you may not need a Paypal account or to have money in your Paypal account to pay ... simply select  the Pay with Card option (yes, still within the Paypal Checkout process, so you still need to go down that path) to pay with any card. You can also pay by direct deposit to our bank account, details are shown below.

# Your account > Orders  will show as 'Pending" until paid, "Processing" when we are assembling your order and "Order Complete" when all items are in the post to you.. This only applies to Store2021 online orders, NOT phone orders nor Original Store orders.

# Immediately you click the 'continue' button to proceed to a payment gateway, we receive an order confirmation email at this time. It contains your delivery address at the time you placed the order and the list of items you ordered. If you later realise something is incorrect you need to contact us immediately as the information contained in this initial confirmation is that which goes to the packing department. All orders are posted to the address given on this initial email and will contain the items shown as ordered. Consider we sent something to the wrong address? Consider we did not send exactly as you thought you had ordered? We will provide you with a copy of the order we received to verify the details we received initially. Changing your details AFTER we have received your order WILL NOT update the details we have received AND we receive NO notification that you have changed something.

# Petlins will not be responsible for any delivery sent to the address you provided as your delivery address at the time of placing your order with Petlins, which later you claim is incorrect.

# Ensure you check the contents of your basket before sending your order. Have 2 of the same item in your basket but only wanted 1? Simple... change the number in the quantity box then click "Update Basket". Petlins will send the item/s as listed on the order form we receive initially. Changed your mind after you send the order and changed the details in your account? We will not know you have done this and will send the item/s as originally ordered. Once you have completed checkout and gone to Paypal, it is NOT possible to change your order as Paypal has been 'told' the value of your order to charge you.

# OK, so you hurried through the store, did not check the final basket contents, added more than you wanted to your basket yet completed checkout through Paypal before realising your mistake. As stated previously, we do not confirm the quantities of items you have purchased and will send items and quantities as listed on the initial email we receive. Send an email to us as soon as you realise the error, but be advised, your order may already be in the mail!

# You will receive a confirmation email,sent to you after you place your order and/or pay. Australia Post may send a confirmation email advising when your order is posted. If it bounces back to us, it indicates you entered an incorrect email address when first registering, hence we cannot contact you! Australia Post may send tracking details to you after your order has been posted.

# Forgot your password for Petlins Shopping Cart 2021? Contact us and we may be able to give you a temporary password to allow you to log in to your account, after which you may reset your password....

# Prefer to pay by Direct Bank Deposit? No worries
Petlins Westpac Strathfield BSB 032069 Acc 730665  and use the last 4 digits of the really long number you will see on your order when you print the copy.

# Need to send payment by Paypal ... simply make payments to  ropes2@petlins.com   This is our Paypal ID.

# Placed your order by phone? You will NOT receive confirmation or tracking notifications UNLESS you send written details via Charlie. Our post system uses 'copy and paste' function. A phone order has nil to copy!

Need to write to us? ....  Petlins  PO Box 3001   GROSE VALE NSW  2753

We hope this information is useful and will reduce the number of enquiries we receive ... anything you have an issue with and is not noted here? Let us know and we will add the answer...


                                    Webstore by Ropes - Grose Vale

                       Hint - lost at anytime ... click thePetlins name at the top

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                                    Webstore by Ropes - Grose Vale

                       Hint - lost at anytime ... click thePetlins name at the top

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