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iCoverLover

Free Delivery in Australia

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FAQ's

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Shipping & Delivery

Q: Do you offer free shipping?

A: Shipping is free for all orders within Australia via Standard Priorty Australia Post; this service does not include tracking, Express Delivery. For more information regarding delivery options please visit our Delivery Information page.

 

Q: I need my order to arrive ASAP, do you offer the Express Post option?

A: We sure do, this option is available at check out.

Express delivery is free for all orders over $80 Australia wide.

For orders under $80 simply add $10.50 for Express delivery at check out.

Orders must be received by 3.30 PM AEST for next business day Express Post delivery, within the Australia Post next business day network.

Please note some postcodes are excluded from the next business day network and it is likely to take up to 2 working days. For more information regarding delivery options please visit our Delivery Information page. You may also wish to visit the Australia Post website for more information about this service and delivery areas.

 

Q: Do you ship worldwide?

A: We sure do. For more information regarding delivery options please visit our Delivery Information page.  

 

Q: Where do you deliver? 

A: Everywhere and anywhere, to your nominated residential postal address, commercial postal address, PO BOX.

 

Q: Where is my order dispatched from?

A: All orders are packaged and shipped out from our Sydney warehouse in Australia.

 

Q: How long should it take for my order to arrive?

A: This depends on the delivery option you have selected. We aim to get your orders out immediately.

Therefore, all orders placed by 3.30 PM Monday - Friday AEST will be dispatched the very same day (this excludes items or pre-order and orders on Australian Public holidays).

For Express delivery within the Australia Post next business day network, delivery is generally on the very next business day if your order was received by 3.30 PM AEST the day prior.

Please note some postcodes are excluded from the next business day network and it is likely to take up to 2 working days.

Delays experienced as a result of Australia Post are unfortunately outside our control. 

 

Q: How will my order be delivered?

A: Most of our orders are sent via the Australia Post network.

For more information please take a look at our Delivery Information page. 

 

Q: I have provided the wrong address, what can I do?

A: Most orders received by 3.30 PM AEST Monday – Friday (excluding Australian public holidays) will be dispatched the very same day. If you have made a mistake please let us know right away by sending an email to our Customer Support team.

If your order has already been dispatched we are not responsible for missing orders sent to an incorrectly supplied postal address.

However, we will endeavor to find a solution.

 

 

Q: How do I identify my phone model?

 

A: Learn how to identify your iPhone model by its model number and other details at : Apple - How to identify my phone model

Please note that Apple create updated versions of their models e.g. iPhone 6 was upgraded with hardware and named iPhone 6S - note the S in the end identifying the upgraded model. The letter S does not mean PLUS size, e.g. iPhone 6 PLUS and 6S PLUS (notice the S again for the upgraded 6 PLUS model).

 

Orders & Tracking

Q: I can’t seem to complete my order and need your help!

A: For any issues related to finalizing your order please send us an email and we will get back to you as soon as possible. You can expect a response generally within an hour during business hours.

Our business hours are Monday – Friday 8:30 AM – 7.00 PM and 10.00 AM – 4:00 PM Saturday AEST (excluding Australian public holidays).

 

Q: Did my order go through?

A: Within minutes of successfully placing your order you will receive a confirmation email from us.

If you do not received a confirmation email then you may have provided an incorrect email address on your order form or the email may have simply gone into your junk mail folder.

You can log into MY ACCOUNT to view your order at any time.  

 

Q: Where/how can I track my order?

A: All Express Post within Australia orders come with tracking. Free shipping option does not come with a tracking number.

Keep up to date via MY ACCOUNT where an Australia Post or Mail Call Couriers tracking number will be provided.

Simply follow the links below for the relevant tracking site:

Australia Post Tracking

 

Q: I have received an email from you without a tracking number?

A: We will be able to provide a tracking number when an Express option is selected.

If you have not paid for the Express option you will not be able to track your order.

I have received a tracking number but there are no updates on the Australia Post link?

Australia Post sometimes requires 12-24 to update the status of each order.

Please check again in 24 hours or send us an email and we will look into it for you.

 

Customer Service

Q: When will I receive notification emails from you?

A: You will receive an email notification from us when you place your order, when your order has been shipped and if we are awaiting payment for your order.

If you did not receive a notification email from us please get in touch with our super helpful Customer Care crew via email.

 

Q: How long will I have to wait for a response from you?

A: Not long at all, its our number one priority to get back to you the very same day 7 days a week 9 AM – 7 PM AEST, excluding public holidays.

We will always attempt to respond within the hour (during our business hours) or worst-case scenario by close of business on the day you contacted us. We are dedicated to helping you with any queries you may have. 

 

 

Site Security & Payment 

Q: What payment methods do you accept?

A: We accept Visa, Mastercard & American Express for all purchases and provide secure payment through PayPal and credit card payment through Commonwealth Bank's online solution Commweb, this does not mean you have to own a CBA card.

 

Q: Are my personal and payment details safe on your site?

A: To ensure that your shopping experience is secure and efficient, iCoverLover uses Secure Socket Layer (SSL) technology via Comodo. This encrypts and protects the data you send to us over the Internet. When SSL is enabled you can see a padlock at the top of your browser. To find out more about the SSL digital certificate registration you can click on the padlock. Additionally, you will see when you view the location (URL) field at the top of the browser that the link commences with ‘https:’ instead of the standard ‘http:’ url. This is to signify that you are in secure mode.

 

Q: Do I have to pay custom/duty fees?

A: In some countries (excluding Australia & New Zealand) customs or import duties may apply. The responsibility of covering these charges lies with the recipient of the parcel. We have no control over international charges and cannot predict what they may be as customs policies vary from country to country.

For further information please contact your local customs office. Once your parcel has arrived in the country of destination, standard shipping parcels will be passed on to the internal postal service, according to standard delivery procedures.

 

Q: What currency are your prices in?

A: Our prices are set in Australian dollars and include GST component (goods and services tax in Australia). However please note that the prices are displayed in local currency around the world.

 

Return, Exchange & Refund

Q: Can I get a refund or an exchange?

A: We understand that mistakes happen, which is why we accept returns within two weeks from the date of purchase. For change of mind we are happy to offer an exchange, store credit or refund within two weeks of purchase provided the original purchase is returned back to us in unused original condition. Additionally, all of our products come with Limited Product Warranty.

For more information or to request an exchange, return or store credit please visit our Warranty & Returns Policy.

 

Purchasing Gift Certificates

Q: Do you sell gift certificates?

A: Absolutely, to purchase a gift certificate you can visit our Gift Certificates page.

 

Media/Blogger Contact

Q: I am a blogger/member of the press and want to work with you who can I contact?

A: Please direct all media and blogger inquiries to our media team

 

Wholesale/Corporate Enquiries

Q: I have a wholesale/bulk buying inquiry who can I contact?

A: For all wholesale, bulk and corporate inquiries please contact our Corporate Program team.

Please take a look at our Corporate Program for more information.

 

ABN:

Poetovio Pty Ltd T/A iCoverLover - 55 609 416 926