Shipping & Delivery
How much is shipping?
The standard shipping rate in Australia is $8.9 for standard delivery and $11.95 for express. A small, extra fee will occur for all parcels over 2kg in weight. International shipping rates will be higher and can be calculated at check-out.
How do I track my order?
We'll send you a dispatch email with your tracking number at the time your order is sent. You can track your order anytime by entering your tracking number here:
Is delivery only available in express to New Zealand?
Yes, this is to ensure the parcel is sent to you within a reasonable timeframe and that any risks are mitigated when transferring from AusPost to NZ Post.
I have not received an order confirmation email
Please check your spam folder as it may have been sent there. If it’s not in any email folder, please double check that the order was correctly placed through, and that payment was taken out of your bank account. Our friendly customer service representatives will be happy to assist and send through another email and confirm your details.
My parcel was damaged
Please lodge a claim with one of our friendly customer service representatives by emailing firstname.lastname@example.org within 30 days of the purchase date with your contact details and a picture of the item (in the packaging product). If the claim is approved, you will be issued a replacement item or a full refund. A return shipping label will be supplied at no extra cost to you.
How can I change or cancel my order?
To cancel or change an order, please get in touch with one of our friendly customer service representatives who will be happy to assist you. Email email@example.com with your contact details and product tracking number (found in dispatch email). The outcome may depend on if/when the order was dispatched. You can always return the product back to us and we will be happy to issue you a full refund or an exchange product. A $12 return
shipping fee will apply for change of mind orders.
I want to change my delivery address
Once the parcel has been dispatched from our warehouse it will then be passed through transit with AusPost. Please go here and provide your tracking number and then hit ‘Request Redirect’. We cannot guarantee the parcel will be sent to the new address.
What do I do if I never received my order?
Please email us at firstname.lastname@example.org with your contact details and tracking number so we can investigate the situation further. Please note, we cannot claim responsibility if the package was lost or stolen during transit, however we value our customers and want to see them happy and satisfied so we may be able to replace certain items.
Do I need to sign for my package?
Don’t worry, you don't need to be at home to receive your parcels. With Safe Drop, you can still receive deliveries requiring a signature when no one's home. To select Safe Drop as your delivery preference please go here. Just choose a safe spot at your delivery address and AusPost will leave your parcel there for you.
Will shipping be delayed?
Delivery delays may be experienced as AusPost and NZ Post deal with current extreme weather conditions and COVID-19 disruptions.
Will I be charged for GST shipping?
We charge the standard 10% GST on all our goods. As we are a wholesaler business, we do not charge extra GST for shipping.
How do I return my item?
1. Contact us via email at email@example.com. One of our friendly customer service representatives will gladly explain how to go about your return request and record all the necessary product return information.
2. Our customer care team will arrange a return label (change of mind returns - at your cost; defective items - at our cost) that you need to attach to the item and drop off.
3. As soon as the return has been received, a replacement product will be sent to you, or a refund will be issued.
When will I get my refund back?
Refunds will be processed within 72 hours of product receival at our warehouse. For items that do not require a return, refunds will be processed within 24 hours. Funds can take up to 5 business days to be credited back into bank accounts.
My item is damaged, do I contact you or Australia Post?
If you receive an item that has been damaged this is likely to have occurred through transit. Therefore, we encourage you to contact Australia Post first to rectify the issue. If problems ensue, please get in contact with one of our friendly customer care team members via email firstname.lastname@example.org.
What is your contact number?
You can contact us on our website here or by emailing us at email@example.com.
What are your contact hours?
Our contact hours are Monday-Friday between 8:00am and 4:00pm AEST.
Can I pick my order up from your warehouse?
Unfortunately, we do not offer in-store pickup as we are an e-commerce business. All orders will need to be processed and shipped to a residential or business address.
Where is your warehouse located?
We have two warehouses, one located in Australia and the other located in New Zealand.
Is Afterpay available?
Yes! We are happy to offer Afterpay so you can now pay your purchases in four easy interest free instalments. We also offer ZIP, which allows customers to ‘pay nothing today’ and to choose from weekly, fortnightly or monthly instalments.
Do you accept PayPal?
Yes! We are proud to accept PayPal payments to give our customers ease of mind and ensure their money is safe and secure.
Do you price match?
As a wholesaler, we are able to sell our products at a lower price as we purchase our stock in bulk. As many of our international brands are exclusive to MYDFX, a lot of our products can only be found at our store.
How do I use the coupon?
Our coupons will be automatically applied at check-out when you scan the QR code. A code is no longer needed, and the discount will be calculated at the end in the total price. If you have received a code, you can apply it at checkout with your purchase.
Products & Orders
I’m unsatisfied with a product
We’re sorry to hear that. We provide a 100% Money Back Guarantee policy on all our products*, that way if you’re left unsatisfied, you can return your item to us within 30 days, and we’ll be happy to issue you a full refund.
When will a product be back in stock?
This will vary from each product and brand and can often be out of our control. We try to restock our products as soon as we can. Covid may delay when some products will be back in stock as they are coming directly from our suppliers overseas.
Are all your brands from the USA?
Most of our brands come directly from the USA, but overtime we have gradually begun business deals with brands in Indonesia and Brazil. We are always looking to extend our business partnership in other countries.
If I bought my order off eBay/Amazon and have an issue, who do I contact?
If you bought one of our products from eBay or Amazon you will need to contact their customer care team for all enquiries regarding payment. For all other enquiries please contact one of our friendly customer service representatives here.