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| Q:Do you ship international? |
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| A:YES we are an international seller and we ship worldwide! |
| Q:Where do I send payment? |
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| A:Please post all cheques and money orders to
P.O. Box 2172
Warwick WA 6024
Australia
Address to Heavy Metal Merchant. Please also include your ebay user ID and the item number to ensure your order is processed at due speed. If you fail to do this there may be extensive delays in processing your order. |
| Q:Is there a tracking number on my parcel? |
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| A:Smaller items packages such as CD’s / patches / stickers etc are mailed letter rate. Larger parcels are sent via Australia Post Eparcel. Parcels are traceable through the Eparcel system - your goods are in safe hands. |
| Q:How much is postage & handling? |
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| A:The shipping rates are posted with each item listing. To help save our customers money Heavy Metal Merchant offers shipping discounts when you purchase more than 1 item these will be stated on the listing. |
| Q:Can you mail CD’s without jewel cases? |
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| A:Yes we are happy to accommodate any such requests for international orders outside Australia. Rates are $4.30 AUD for first CD and $1.75 AUD each additional. Please contact us after purchase so we can adjust your invoice to reflect the new postage rate. |
| Q:Do you combine purchases? |
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| A:Yes we are happy to combine multiple purchases from the same Ebay user Id that have not been checked out. Once combined into 1 order, items must be paid for together and items may not be removed or combined with other orders. We do request you checkout all items within within 7 days of auction end/Buy It Now date & 14 days if you have auction bids. |
| Q:Will you ship to an alternate address than I have listed on Ebay |
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| A:We will only ship to a paypal confirmed address. This is an Ebay/PayPal rule, not ours. |
| Q:How will I know when my item is shipped? |
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| A:You will receive a shipping confirmation email when you item has been sent. |
| Q:Do you accept direct deposits or payments other than PayPal? |
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| A:Within Australia we can also accept online bank transfer or money orders - please contact if you wish to pay by these methods and we will be happy to assist. International we accept PayPal only. |
| Q:Will I receive a payment confirmation? |
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| A:If paying via paypal - our system is totally automated and it will send you a ‘payment received’ confirmation as soon as item is paid for. |
| Q:I won’t be able to pay for a few days – do I need to contact you? |
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| A:There no need to contact us if you are going to pay within 7 days. It is not necessary to send an ‘I will pay you in a few days’ email. We do get a high volume of emails, so please only contact us if there is an issue with your paid order. Also be sure to include Ebay item # with any and all correspondence. |
| Q:What is your return policy? |
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| A:Your complete satisfaction is our top priority. Please inspect your purchase carefully when you receive it. If there is anything wrong, please contact us immediately and we will ensure you get an immediate replacement or a refund if a replacement is not available. |
| Q:I received the wrong item? |
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| A:In this rare occurrence we apologize if our packers shipped the wrong item, simply contact us via phone, Ebay message or email and we will gladly remedy the problem. |
| Q:Is your merchandise authentic? |
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| A:YES! Heavy Metal Merchant only sells official fully licensed products. |
| Q:Will you stock my bands merchandise, authors books, consignment etc? |
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| A:If metal or hard rock related then please contact us, we will be more than happy to assist you and work something out |
| Q:Do you buy collections? |
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| A:If metal or hard rock related, then please contact us, as we buy collections, liquidations, store overstock etc large or small. |
| Q:I would like to have feedback for my transaction & when will you leave it for me |
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| A:Our system is totally automated and it will leave positive feedback as soon as your item is paid for. |
| Q:I have not received my item, when did it ship? |
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| A:Unless stated on some special item listings we always ship items within 24 hours or the next business day. Business days are Mon-Fri exc holidays and weekends. We send out shipping notices for every order shipped, so if you have not heard from us this means you have a different email address registered on Ebay or its in your spam/junk folder. |
| Q:How long should I wait before contacting you if I have not recieved my item? |
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| A:Please only contact us after 10 days for missing items to Australia and 30 days International. Postage delays can occur beyond our control. |
| Q:If sending chq / money order who do I make payment to? |
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| A:Please make cheque or money order payable to Heavy Metal Merchant. Please note that we will not ship your order until a personal cheque has cleared. Although we will accept personal cheques we would prefer money order or a bank cheque. |
| Q:How long will it take for my item to arrive? |
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| A:Generally most orders are sent out within 24 hours of cleared payment, which means most orders will be received within 3-8 days of payment. Allow up to 8 days for delivery in Australia and 3 weeks for International orders, this takes into consideration any postal service delays that are beyond our control. |
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