FAQ

FAQ

We know that you may have questions before, during or after your purchase with us.
To assist you we have put together a bunch of commonly asked questions below.

Ordering

What payment methods do you accept?

We accept Credit Card, Paypal, Afterpay, Zippay & humm to pay for your goods. You can find more detail about our buy now pay later options on our home page

Is ordering through your site secure?

Absolutely. Our website uses SSL encryption to protect transmissions of your account and credit card information. If you choose to pay with either Paypal, Afterpay, Zippay or humm, you will be directed straight to their own secure portals. An easy way to tell that the information being entered in a site is secure is by checking out the address bar in your browser. If the URL starts with https:// then you are on a secure page.

How will i know you have received my order?

Upon submitting your details in checkout you will get a confirmation page advising the order is received, you will also receive an email confirming your order has been logged to be fulfilled. Once the order has been picked, packed & dispatched you will receive another email advising your order is complete. This email will also provide you with details of the logistics company and a tracking number to keep up to date with the progress.

I have placed my order and have not yet received tracking or the delivery, but need to cancel – what do i do?

Once you have placed an order through our checkout it is immediately passed on for picking and dispatch, where during this time it can’t be cancelled. Our team are working hard to have your order dispatched as quickly as possible and often within 24 hours of your order placed, and is why any cancellation request for cancellation after the order being placed can not be guaranteed. Please contact us to see if we can assist and our team will let you know.

If your request for cancellation can not be completed, you may still return your product under the “Returns and Exchanges” process as per below and shipping costs are incurred. For this reason we advise to please choose carefully before proceeding with your purchase.

I have placed and order but realised i have used incorrect information. Can i have this fixed?

As per above, once you have placed an order through our checkout it is immediately passed on for picking and dispatch, where during this time modifications are unlikely to be possible. Please contact us to see if we can assist and our team will let you know

Delivery & Shipment

How long will it take to get my order?

Most orders are dispatched within 24 – 48 hours. Many locations will receive their order within 3 – 5 working days, but please allow 7 – 10 days for receipt. You can use the tracking info provided to keep an eye on it, as well as reach out to the courier if there are any questions or concerns about the delivery arrival. For more information you can also see the Shipping & Returns page

Which courier will you use to deliver my parcel? Can you use a specific courier of my choice?

Our orders are sent with a range of transporters which include Australia Post, Fastway, Toll, Direct Freight Express, Hunter Express or Allied Express dependant on the type of product. This is added automatically in the distribution warehouse process influenced by factors such as location, sizes, weights and more. Due to this we are unable to facilitate any request to use specific courier companies. 

Can I allocate a day or time for delivery? I would really like an exact date for delivery?

For the majority of our orders we use companies such as Australia Post, Fastway, Toll & Direct Freight Express. Unfortunately they do not provide this service, though provide options to re-direct or provide them authority to leave. Upon your order being completed you will receive a tracking number with which transport company will be delivering. You can reach out to the transport company directly for alternative requests however please assume these can not be guaranteed.

I would like to provide instructions and notes for my order, is this possible?

Yes, during the checkout process there is the ability to put notes in. Please note the instruction you put in can not be guaranteed, and should only be considered as requests. Many common instructions are directed towards the transport company / driver, and whilst we send through all requests, we are unable to get guarantees that your instruction will be followed. If there is anything specific that you feel must happen for your order to proceed, please contact us prior to avoid disappointment.

Why have i only received some of my order?

We dispatch the majority of our parcels from various warehouses across the major cities, and in some cases if you have purchased multiple items they may leave from different locations. We only assign your order as completed once the last product is dispatched, and in that time you will receive multiple tracking numbers to make it easy to keep an eye on each item coming.


Transport companies scan each box with its own individual tracking number, and don’t necessarily ensure all cartons are together prior to delivery. We find that when you don’t receive all of the cartons, they tend to arrive in a separate delivery within the following few days. You can also use the tracking number to follow up directly with the transport company if the delay goes beyond this.

What do i do if my order gets damaged or lost in transit?

For damaged product please make contact within 48 hours of receipt so we can work to urgently resolve this with you. You can use the Contact Us page. We will respond within 24 hours and advise what the next steps are to get it resolved asap. Please ensure you provide your name and order number. If your order has been lost in transit, or has taken longer than the guidelines advised above, please use Contact us to lodge. Please provide your order number and name in order for speedy service. We will respond within 24 hours and advise the next steps.

What do i do if my order is missing items?

If you have only received part of your order, please refer to your order completed email first to ensure that there isn’t another tracking number attached. As per “Why have I only received some of my order” above, your other items may be on their way separately. If this isn’t the case or you are uncertain please reach out via our Contact us page with your name and order number and we will look into it as soon as possible.

Can I track my order?

Yes! Once your order if picked, packed & dispatched we will send you an email advising the order has been completed on our end. In this email it will provide tracking details and a link to check these, so you can stay informed along the way.

Can I receive a phone call the morning of, or prior to, my delivery?

Any request of this kind is sent through in the notes with the transport company, however this service can not be guaranteed. We have automations set in on our end which try and keep you as up to date as possible, via email, sms & tracking links to use.

What if my tracking number doesn’t work?

Please allow up to 24 hours from receipt of email for the tracking to come online. If after this time it is still not working please reach out via our Contact us page, so that we can get this sorted out quickly

Please note if you initially process your transaction as a “guest” then setup and account afterwards it will not attach to your previous order. Please reach out to us via the contact us link to request the order be attached manually.

What if i am not home to accept delivery?

There are various options either prior to or after an attempted delivery. These can include providing “Authority to leave”, pick up from depot / post office and re-delivery. These are dependant on the service the company delivering provides. Please use the tracking number provided to discuss with the transport company to arrange.

To avoid delays we recommend you provide a shipping address such as your business address or a location where someone will be there to accept the delivery.

Can you deliver to a PO box or parcel locker?

Unfortunately, due to the size of most of our products often being large, PO boxes and parcel lockers can not be organised for a delivery

What countries do you ship to?

We ship only to Australia & service most postcodes and locations

Can i pick up my order from your warehouse?

Our items often are dispatched from any one of our distribution centres across the country, including interstate. Unfortunately our warehouses are not able to provide customer pick up services.

Can i change the address once i have placed the order, or it is in transit?

Unfortunately we can not arrange for an address change once it has been confirmed at checkout. Due to logistics challenges with each transport company any of these special requests can not be guaranteed.

Do you provide an assembly or installation service?

We do not arrange installation or assembly ourselves. There are many reputable companies who can provide this service though and we can suggest www.install2u.com.au as one that you may want to try, as they are able to assemble the majority of the product range we have & service a large portion of the country.

Stock

I previously noticed a product that i liked on your website, but now I can’t find it! Help!

When products are either currently out of stock or have been discontinued, they are removed from the site. This is generally as we can not guarantee ETA’s of the order coming back into stock.

If you are keen on something you have seen though, reach out to us through our Contact Us page, and we can check if we are expecting it to come back in and potentially get an ETA for you!

Store / Showroom Locations

Do you have any stores that i can visit?

We do not have any showrooms, and are based online only. This allows us to have a shop that is open 24/7, available to you at a click of a button.

General Info

How can my business become a supplier?

If you are interested in partnering with us as a supplier, please reach out via email – info@completestoragesolutions.com.au or leave a message with the call team to contact you on 1300 587 090

I have a question, how do i reach you?

Via the Contact Us page, or emailing us direct at info@completestoragesolutions.com.au. We aim to get back to all enquiries within 24 hours

Do you provide an assembly or installation service?

We do not arrange installation or assembly ourselves. There are many reputable companies who can provide this service though and we can suggest www.install2u.com.au as one that you may want to try, as they are able to assemble the majority of the product range we have & service a large portion of the country.

I have sent an email but have not heard after a couple of days?

We are right on top of getting back to all our customers, so please check your Junk / SPAM folders to see if the reply ended up in there first. It happens more than you might think! If you can’t find it from there do send us a follow up, but we commit to responding to all emails within 24 hours.

Returns Process

What is your returns policy?

We at Complete Storage Solutions would like for you to be happy with your purchase with us. If you do change your mind or are not satisfied with the product, we can arrange for a return of your item if you contact us within 14 days of the delivery arrival.

You will be responsible for the applicable shipping costs to facilitate the return, including the original shipping costs of sending the item to you and the cost of returning the item back to the warehouse.

For more details on this process please visit “Refunds and exchanges” section in the Shipping & Returns or Terms and conditions page. Please contact us via the Contact Us page to proceed.

How do i go about returning an item?

Get in touch with us via the Contact Us page, and provide your name, order number and the reason for return. We will then be in touch with you within 24 hours to organise it with you following the processes advised in our Shipping & Returns page

Faulty, Damaged, Missing Parts or Incorrect Item Received

I have received an item which is damaged or has missing parts, what do i do?

All customers need to check all of their packages ideally within 7 days of delivery arrival to ensure the product has arrived in satisfactory condition, undamaged and with all its parts. If there is any issues with the delivery we must be made aware within 14 days of delivery arrival at the latest by contacting us and reporting the problem via our contact us page. There is also a tab to choose “Report a problem”, please provide as much detail as possible including photos or a short video of the issues to assist in a quick resolution.

In the unfortunate event you receive a faulty, damaged or have missing parts, the warranty team will assess for a suitable resolution. This can usually include the options of replacement parts sent, partial credit if appropriate or return for refund.

If we accidentally dispatch the incorrect item to you, please notify us ideally within the first 3 days of receiving your delivery. We will offer to send you the correct item and organise the pickup and return of the incorrect product.

Please note, for refunds we require the item to be sent back to us for the refund to proceed. This will require the unit to be re-packaged preferably in the original packaging or alternate packaging by the customer for safe transportation by a courier. Our warranty team will liaise with you to arrange a pickup at our cost for a faulty or damaged unit under the warranty period. We arrange the return with third party couriers which can require a minimum of 3 business days notice for a collection date.

All of this information is also available in our Terms & Conditions page and requires confirmation of understanding prior to purchase

Your question not answered? Feel free to reach out via our Contact Us page

Happy Shopping from all of us at Complete Storage Solutions!