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Frequently Asked Questions



Shipping

Which company do you use for delivery services?
We use Australia Post.

How will my order be shipped?
All orders are shipped as Registered Parcels in Australia or Registered Post International Parcels for outside of Australia.

How is Shipping Calculated?
Shipping is calculated using the Australia Post parcel calculator plus a small one off packaging and handling fee.  Shipping is based on the combined item/s weight, cubic size, shipping destination and value.

Do you combine Shipping?
Yes

How long is your normal dispatch and delivery time?
Dispatch time, is the general estimated time the product will leave our warehouse to you. It does not mean delivery time. for delivey times please see below (Please note these are from day of disaptch)

Sydney        1-2 business days
NSW / ACT  1-3 business days
VIC             2-5 business days
QLD            2-5 business days
SA              3-5 business days
WA             3-6 business days
NT              4-6 business days
TAS            3-6 business days

I need this item urgently, can you post express?
Yes, please contact us before placing the order.

Can I change my shipping address?
Yes, as long as your order has not been dispatched. If you decide to change your shipping address, please contact us via email immediately so we can make sure your item is not prepared for dispatch. Once the order has been prepared for dispatch, we cannot guarantee we can make amendments. This is because all prepared orders are placed in a cage to await pick up by the delivery company.

Do you allow pick up?
Unfortunately we do not allow pick up at this stage. As we are always trying to provide more delivery options for our valued customers, we are hoping to have this feature in our next phase.

Can I send to a different address than my billing address?
Yes. Our system allows you to nominate a different shipping address during checkout.

Do you do drop shipping?
Yes. Simply nominate the correct shipping address.  As a drop shipper, you are responsible in providing your customer the relevant information about the product that you will send through.

I received an item from someone as a gift. Can I check who sent it to me?
We value our customer’s privacy and will not disclose the sender's information to anyone unless the sender has consented to allowing us to disclose the information to you, or it is required or authorised by law. Your sender is responsible in contacting you or providing you any such information.

What happens if no one is home when my order is delivered?
If you are not around, a reminder notice will be dropped in your mailbox by Australia Post so that you can collect your item at the local Post Office.

Why did I only receive part of my item?
If your order contains more than 1 parcel, it may arrive at a different date. We advise you to wait a few more days to see if the rest arrives. If you still do not receive the other parcels in a few days time, please contact us for further assistance.

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INTERNATIONAL SHIPPING

Please read the following instructions very carefully to understand our shipping policies.

Customs, Excise Tax and Duties
Any applicable customs, excise taxes and/or duties are not included in the shipping cost. Please contact your local shipping authority since you are responsible for paying for these costs.

Package Refusal
If you refuse or do not accept your order, you will be billed the RETURN shipping fees assessed by the shipping company. By not accepting the package you are refusing to comply with our International Shipping Policies and may not be entitled to any refund(s) or reimbursement(s).

Delivery Times
Please allow up to 4 weeks for delivery of you item. We can not estimate how long it will take for customs to release your package.

Returned/Refused Items

You are responsible for any shipping costs incurred on a returned or refused order.

Backorders
We do not ship partial orders to International addresses. Please be aware that the entire order will be delayed until the backordered item(s) become available. To avoid any delay in your order, please select in-stock items only.

PO Boxes
Due to size and weight restrictions, additional fees may apply if you chose to have your package sent to an International PO Box. We are unable to calculate this additional cost until after the order has been packaged. If additional fees apply or if your package can not ship to a PO Box, you will be notified via email. Failure to respond will delay the delivery of your order and may result in the order being cancelled.

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Ordering

Will GST be added during the checkout?
No, the price listed on the website is the final price of that product, no additional taxes will be added.

I tried to checkout but the item is no longer available. What happened?
This could be due to the following reason:
- You have been timed out by our shopping cart system. If you are inactive in our website for a certain period of time, our system will time you out and empty your shopping cart. This is for security reasons.
- Some other customer(s) bought the last of the item you had in the cart before you finished your checkout.

I have completed my order but cannot complete checkout What's wrong?
This could be due to the following reasons:
- Some of your information is not matching or incorrect. Please check through your information such as your suburb and postcode and make sure they match.
- Currently we are limited to which countries we can ship to overseas, these are listed in the drop down menu during checkout.
- There could be some error or decline in your credit card. This could be a temporary problem or limitation with the credit card you are using for checkout. You could try using another card, use another payment method or try to checkout at another time. If problems still persist or you only have one method of payment, please email us stating the exact details of the error message you receive during check out as well as a detailed description of the steps you have taken from initial check out till you receive the error.

Do you allow pickups?
Unfortunately we do not allow pickups at this stage. As we are always trying to provide more delivery options for our valued customers, we are hoping we have this feature in our next phase.

Can I print an invoice before I receive my item?
Yes you can. After you complete your checkout, you will be able to print the invoice from the Checkout page. 

How can I make changes to my order?
To make changes to your order, you need to inform us before we dispatch your order. After notifying us, you will need a confirmation from us whether an order can be changed. Once an order has been dispatched, you cannot make any changes to it.

Can I cancel my order?
Before an item is being processed at our warehouse, you can cancel your order as long as you receive confirmation from us that your order can be cancelled or has been cancelled. Once it is dispatched, we cannot cancel it.

I received the wrong item, what should I do?
You need to contact us and we will get in touch with you to schedule a return of the item. The return postage in this instance will be paid by us.

What is a back order?
A back order is an order status for when an item is not in stock and we need to get stock from our supplier. This scenario can happen in the following conditions:
- You have purchased an item that we mentioned will take around 3 to 5 working days for delivery. In this instance the item may is not in stock and we need to get it from our supplier. If it takes longer than 5 working days, we will contact you with a new ETA and at the same time
reconfirm your decision to proceed with the order.
- You have purchased an item that does not have an accurate inventory stock count. We do our best in keeping our inventory accurate, so this type of issue is kept to the minimum.

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Payment

Which payment methods do you accept?
- Paypal
- Credit Card

Do you charge fees for using Paypal or a Credit Card?
No we do not charge any fees for using Paypal or a Credit Card.

What credit cards do you guys accept?
We do not accept credit card payments directly, but you can use your credit card details through the Paypal checkout. Paypal accepts Visa and Mastercard only.

How secure is it to use credit cards on your site?
When it comes to entering creit card information during the checkout process you will be automatically redirected to the secure PAYPAL website.  We do not see nor store any of this information.  PAYPAL will then use the information to complete the transaction and then inform us when the item can be shipped.

I need the item urgently, what is the best way to make a payment?
We strongly advise that if you need something urgent, contact us first to confirm that the product you need is ready for dispatch. Payment through Paypal is always preferred, as a verified Paypal account will send payment instantly.

I can't use Paypal to complete the order - I have used the same Paypal account to purchase at many other places?
Please consider trying the following methods:
- Use a different browser (we suggest Google Chrome)
- Please make sure your Paypal address is identical to the registered billing address
- The price on our Website is in $AUD, so make sure you have sufficient funds in your Paypal account
- Contact us for troubleshooting
- Pay via credit card.

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Products

Can I see the product before I buy?
We currently do not allow pick up, therefore you are unable to see the product before you make the purchase.

Do you price match?
Providing good customer service and timely delivery is our priority to our customers. We believe price is not the only factor we should focus and operate upon. At the same time, we are confident we offer the best prices on many of our products. This is achieved thanks to our sourcing department.

Do you reserve items?
Sorry we do not reserve items at this stage. All items will be sold in a first come first serve basis.

How can I be informed of your latest products and current pricing?
We are glad that you are interested in latest products and current pricing. We have the following ways to help you be the first to be informed of our latest products.
- 'Like'-ing us on Facebook. By choosing to Like us on our Facebook page, you can check out the latest deals and new products. At the same time, we have ongoing facebook exclusive deals to keep your bikes tuned, trick and ready to ride.

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Privacy

What information is kept with your company?
We only take information that is necessary for us to complete a transaction with you. This will mean taking some personal information such as your full name, billing/shipping address and email address. Other information kept will be that which you provide to us during our interaction through email. 

We do not and will never store any information about your credit card details in our system. For more information, please refer to our Privacy Policy.

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Warranty and Return Policy

For full details on our warranty and returns policy, please see our warranty and returns section.

The product I bought from you is faulty, what should I do?
Please contact us immediately with your invoice number and a description of the problem - our support team will assist you from there.  We may request that you provide a photo of the product in some cases.

I received my item but it is damaged, what should I do?
If your item is physically damaged, please make sure you keep all packaging as we may need it to claim insurance with our delivery company. Please take a photo of the damaged part and the parcel packaging received. Email us with the invoice number, the photo attached, and a full description of the damage.

I received my item but I changed my mind, can I return it?
As long as the item is in brand new condition, where the packaging is not opened or unsealed in any way, we can accept a return for refund on the item's sales price. If the packaging has been opened, we may charge a 30% restocking fee, as we will no longer be able to sell the unit as brand new. Please contact us before making any returns for further advice.

What is your policy under RTS (Return To Sender)?
Return to Sender occurs when the delivery company cannot get the parcel to you and returns the parcel to us at our cost.
- If the reason of RTS is due to an error made by us resulting in parcel not sent to the correct address, we acknowledge our mistake and will resend the parcel to the correct address at our cost.
- If the reason of RTS is due to an error on your part and as a result, we incurred the additional charges by our delivery company, we reserve the right to pass the incurred charges to you as a condition of resending the parcel to you.
Errors on your part could be due to you providing an incomplete or incorrect shipping address due to mistake or negligence (incomplete shipping address applies to not putting a Company Name where delivery is sent to a business address). It can also be due to your failure to collect the parcel within the time frame (usually around 2 weeks) advised on the reminder notice left by the shipping company in your mailbox during their attempted delivery. Not receiving the reminder notice due to it missing in your mailbox is not a valid reason for your inaction.
If the above-mentioned scenario occurs, you have the option to cancel this order when it has been returned to us; by which we will then refund you the amount you paid for the order, minus all shipping costs incurred as well as a restocking and handling fee (amount is around 15% of item or minimum of $10 whichever is higher). Therefore, we strongly advise customers to check their shipping address carefully and communicate with us beforehand if you have some change in plan or if you need to go on a holiday and prefer us to send your item at a later date. RTS is a situation we do not wish to deal with, as it will not benefit our customer or us at all.

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Contact

I have contacted your company for days, why have I never received a reply?
Your business and concerns are very important to us and we will never do this deliberately.  Please allow a buffer of 48 hours (excluding weekends).  However, should you not receive a reply within our promised time frame, you could try sending us another message just to be sure the original message was received.

Besides email, what other forms of contact do you offer?
At the moment we only accept email and the online Contact Us form as our means of contact.  We will definitely implement new contact method in the near future.

Do you have a contact number?  I need someone to talk to.
We apologize that we are not offering phone support or Live Chat at this stage, which we will sooner than later.  We will inform our customers once a new form of contact becomes available.

 

Terms and Conditions

Where do I find the Terms and Conditions for purchasing from this site?
The Katanastar Terms and Conditions are found here.