Frequently Asked Questions (FAQ)

Ordering & Payments

1. What payment methods do you accept? We accept a range of secure payment methods, including major credit cards (Visa, Mastercard, American Express), and digital wallets such as Apple Pay and Google Pay. We also offer secure payment gateway options like PayPal and a "buy now, pay later" service such as Afterpay or Zip Pay (if applicable).

2. Is it safe to use my credit card on your website? Yes, your security is our top priority. Our website is secured with SSL (Secure Sockets Layer) encryption, which protects your personal and financial information during checkout. We do not store your credit card details.

3. Can I change or cancel my order after it has been placed? If you need to change or cancel an order, please contact us immediately at [Your Email Address]. We will do our best to accommodate your request, but please note that if your order has already been processed and shipped, we may not be able to make changes.

4. Do your prices include GST? Yes, all prices listed on our website are in Australian Dollars (AUD) and are inclusive of GST (Goods and Services Tax).

Shipping & Delivery

1. How long will it take for my order to arrive? Orders are typically processed within 1-3 business days. Delivery times vary based on your location:

Sydney & NSW: 1-5 business days
Major Metro areas (VIC, QLD, SA): 2-5 business days
Regional & WA/NT: 5-10 business days You will receive a tracking number to monitor the delivery status of your package.

2. Do you ship internationally? Currently, we only ship to addresses within Australia.

3. What happens if my package is lost or damaged in transit? If your package is lost or arrives damaged, please contact us immediately. We will work with the shipping carrier to resolve the issue and, where appropriate, arrange for a replacement or a refund.

Products & Warranties

1. Are your tools genuine? Yes, we only sell brand-new, genuine tools sourced directly from reputable suppliers and distributors.

2. Do the tools come with a warranty? Most tools come with a manufacturer's warranty. Please refer to the product description for specific warranty details. In addition to any manufacturer's warranty, your purchase is protected by the consumer guarantees under the Australian Consumer Law (ACL).

3. What's the difference between a manufacturer's warranty and the Australian Consumer Law? A manufacturer's warranty is a voluntary promise from the manufacturer about the quality and performance of a product. The Australian Consumer Law (ACL) provides mandatory consumer guarantees that apply to all products and services sold in Australia. These guarantees ensure that products are of acceptable quality, fit for their purpose, and match their description. Your rights under the ACL often last longer than a manufacturer's warranty.

Returns & Refunds

1. How do I return a faulty item? If an item is faulty or does not meet an ACL consumer guarantee, please contact us at [Your Email Address] with your order number and details of the fault. We will guide you through the return process. For a major failure, you have the right to a refund or replacement. For a minor failure, we will first attempt a repair or replacement.

2. Can I get a refund if I change my mind? We offer a "change of mind" returns policy. You can return an item for a store credit or exchange within 30 days of delivery, provided the item is unused and in its original packaging. Please note that return shipping costs for "change of mind" returns are your responsibility.

3. How long does a refund take? Once we receive and inspect your returned item, we will process your refund. Please allow 5-10 business days for the refund to be credited back to your original payment method.

General Questions

1. Do you have a physical store? No, we are an online-only retailer based in Sydney. This allows us to offer a wider range of products and competitive prices.

2. How can I contact customer service? You can reach our customer service team by email at sales@dttool.com.au or by using the contact form on our website. We aim to respond to all inquiries within 1-2 business days.

3. Can I pick up my order? No, all orders are shipped directly from our warehouse and are not available for customer collection.