FAQs | SafetyHQ - The Workplace Safety and Personal Protective Equipment Specialists
Ordering
How do I place an order on your website?
Browse our website, select the items you want, and add them to your cart. When you're ready, go to your cart and proceed to checkout .Follow the prompts to complete your purchase.
Do I need to create an account to place an order?
You can check out as a guest, but creating an account will make it easier to track your orders and save your information for future purchases.
How can I use a discount code?
Enter your discount code during the checkout process in the designated field. The discount will be applied to your order total.
Payment
What payment methods do you accept for placing an order?
We accept a variety of payment methods to make your shopping experience as convenient as possible. You can use:
- Credit/Debit Cards: Visa, MasterCard, American Express, and Discover.
- Diners Club
- Maestro
- PayPal (Pay now or Pay in 4)
- Afterpay
- Klarna
- Bank Deposit
If you encounter any issues with payment, please contact our customer support team for assistance.
Is it safe to enter my payment information on your website?
Yes, we use secure encryption technology to protect your payment information and ensure a safe shopping experience.
Shipping
My tracking number doesn't work?
Within the first 24 hours after your parcel has been dispatched, it’s possible that the courier service may not have updated the tracking information yet.This is common as there can be a delay between dispatch and the first scan of your parcel. Once 24 hours have passed, you should be able to track your shipment successfully.
If you’re still unable to access tracking information after this time, please don’t hesitate to reach out to us. We’ll be happy to assist you in resolving any issues.
How long does it take you to dispatch my order?
For most products, we aim to dispatch the order within 48-72 hours of purchase. However, for certain items, the dispatch time may vary depending on the warehouse from which the product is shipped.
To provide you with the most accurate estimate for your order, feel free to contact us with your specific product details, and we’ll be happy to give you a precise ETA for dispatch.
How long does delivery take?
Delivery times vary depending on your location and the shipping method selected. Standard shipping typically takes 3-7 business days.
Please note that certain factors, such as the destination and any external shipping delays, may affect your delivery time. If you have any questions about your order’s shipping status, feel free to reach out to us!
Do I have to sign for my order?
A person at the delivery address must sign to receive the item – and SafetyHQ accepts this as an authorized order. If you wish for your consignment to be left without a signature, please request this prior to dispatch
Can I pick up my order?
Unfortunately, we do not offer a pickup option at this time. All orders are shipped directly from our warehouses to your chosen delivery address.
How much does shipping cost?
Shipping costs vary depending on the size and weight of your order, as well as the delivery location. For an accurate shipping cost, you can use our shipping calculator at checkout to see the cost for your specific delivery address.
Can you send orders overseas?
Currently, we do not offer international shipping. We currently ship only within Australia
I missed my delivery, can I have my order redelivered?
If you missed your delivery, don’t worry! Most carriers will attempt to deliver your package a second time or leave instructions for rescheduling. You can contact the shipping carrier directly to arrange redelivery or pick up your package from a designated location
Does shipping include insurance?
Yes, all of our shipments include insurance to ensure that your order is protected during transit. In the unlikely event that your package is lost or damaged, we will work with the carrier to resolve the issue and ensure you receive your order or a full refund.
Do you deliver to PO Boxes
Unfortunately, we do not deliver to PO Boxes. Please provide a physical address during checkout to ensure successful delivery.
What carriers do you use for shipping?
We primarily ship using Australia Post and Startrack to ensure fast and reliable delivery. The carrier for your order will be chosen based on your location and the best available shipping option
Can I schedule a specific delivery date?
Unfortunately, we are unable to schedule specific delivery dates. Our carriers will deliver your order as soon as possible based on their standard delivery times.
Do you offer same-day delivery?
No, we do not offer same-day delivery at this time. We strive to process and ship your order as quickly as possible, but please allow standard delivery time based on your chosen shipping method.
What happens if my package is damaged during shipping?
If you receive a damaged package, please contact us immediately. We may request photos of the damage and work with you to resolve the issue, which may include a replacement or refund.
What if my tracking information hasn't been updated?
Sometimes tracking information may not update in real-time. If your tracking status hasn’t changed for an extended period, please contact us so we can assist you in locating your package.
Order Issues and Adjustments
Some of my items are missing, where is the rest of my order?
Some of your items may be shipped from different warehouses, so it’s possible that your order is arriving in multiple shipments. Check your order dispatch notification for any additional tracking numbers associated with your order
What should I do if I receive the wrong item?
If you receive an incorrect item, please contact our customer service team immediately. We will arrange for the correct item to be sent and provide instructions for returning the incorrect item.
Can I add items to an existing order?
Unfortunately, once an order is placed, we cannot add items to it. If you wish to purchase additional items, please place a new order.
Returns
Returns & Refunds
What is your return policy?
Our return policy allows you to return items within 14 days after delivery for a full refund or exchange. Kindly note that any returns that are made without any prior notification will not be accepted by our team.
How do I initiate a return?
To initiate a return, please reach out to us via the contact us form or the chatbot. Kindly note that we will require your order ID or the email address associated with your purchase to proceed with the return request.
Are there any items that cannot be returned?
Yes, certain items like personalized goods, final sale items, and opened items without original packaging may not be eligible for return. Products that have been misused or not in a good condition will also not be accepted as returns.
How long will it take to process my return?
Once we receive your returned item, it typically takes 4-5 business days to process your return and issue a refund. In case of an exchange it would take around 8-10 days for replacement to be delivered to you.
How will I receive my refund?
Refunds are issued to the original payment method used for the purchase. Once we confirm regarding the processed refund please allow a few days for the transaction to appear in your account.
Can I return an item without the original packaging?
While it’s required to return items in their original packaging, in certain cases we will be able to accept the return otherwise. Nevertheless the product will definitely have to be in its original condition.
Return Due to Defective or Damaged Products
If you have received a defective or damaged product, please contact our customer support team with your order number. Initially, we will request an image or a short video clip of the defect. Once the issue is verified, you will have the option to choose between a full refund or a replacement item.
In some cases, the defective or damaged item will need to be returned, while in others, it may not be required. If a return is necessary, we will send you a prepaid return label. Once we receive the returned item, we will process your refund or send a replacement.
Timeframe for Returns: You must initiate the return within 14 days from the delivery date.
Return for Incorrect Item
If you receive an incorrect item (wrong size, color, or style), please contact our customer support team with your order ID and an image of the item you received. We will review the details and, if the item was sent incorrectly, you will have the option to either receive a full refund or the correct item.
For returns, we will provide a prepaid return label. Once we receive the incorrect item, we will either issue a refund or send the correct item, depending on your preference.
Refunds will take 2-4 business days to process. If you opt for a replacement, the correct item will be sent out within 2-3 business days.
Timeframe for Returns: You must initiate the return within 14 days from the delivery date.
Change of Mind
To initiate the return, please contact our customer support team with your order ID and an image of the item you received. The item must be in its original condition, unused, and with tags intact.
Please note that the return shipping cost will be covered by the customer. Once we receive the returned item and verify its condition, a refund will be processed. Refunds typically take 2-4 business days to process.
Timeframe for Returns: You must initiate the return within 14 days from the delivery date.
Sizing Issues (Clothing and Footwear)
If the item does not fit, or if you are not satisfied with how it looks or feels, please contact our customer support team with your order ID and an image of the item. You can then initiate a return. As with other returns, the item must be in its original condition, unused, and with tags intact.
The return shipping cost will be the responsibility of the customer. After we receive and verify the returned item, we will process your refund, which may take 2-4 business days.
Timeframe for Returns: You must initiate the return within 14 days from the delivery date.
Return Due to Product Not Meeting Expectations
Returning a product due to it not meeting expectations typically occurs when the item you purchased doesn't perform as anticipated, doesn’t match its description, or doesn't satisfy your personal needs or preferences.
This could be due to functional issues, quality issues, incorrect product description and also differences in personal preference.
Based on the relevant reason the party who will bear the return shipping cost will vary. If the customer requires a refund or an exchange the original product will need to be returned back to us. Once we receive the returned item, we will proceed with the refund or exchange.
Refunds will usually take 2-4 business days to be processed. If you opt for a replacement, the correct item will be sent out within 2-3 business days from our end.
Timeframe for Returns: You must initiate the return within 14 days from the delivery date.
Incorrect Item Ordered
If you have mistakenly ordered the incorrect item kindly reach out to the customer support team at your earliest. If the order has not left the warehouse we will be able to hold it off and make the necessary changes accordingly.
In case the order has already been dispatched please let us know once it has been delivered to you. We will then send across the relevant return address and other details so you can send it back to us .
The return cost at this instance will be borne by the customer. Based on the customer’s preference we will then be able to send a replacement or issue a full refund in exchange for the incorrect item.
Refunds will usually take 2-4 business days to be processed. If you opt for a replacement, the correct item will be sent out within 2-3 business days from our end.
Timeframe for Returns: You must initiate the return within 14 days from the delivery date.
Warranty
What is covered under the warranty?
Our warranty typically covers manufacturing defects and issues with materials under normal use. Specific coverage may vary by product.
How long is the warranty period?
The standard warranty period is usually one year from the date of purchase, but some products may have extended warranties.
How do I claim my warranty?
To claim your warranty, please contact our customer service with your order number and a description of the issue. We may request proof of purchase and supporting documentation such as images, videos that clearly depict the issue with your product. For certain products it will be required to return the product back to us for product testing purposes.
Are there any exclusions to the warranty?
Yes, warranties typically do not cover damage from misuse, accidents, or normal wear and tear.
Can I get a refund instead of a replacement?
Generally, warranties offer replacements or repairs. Refunds may be considered in certain cases, depending on the situation and product.
How long does it take to process a warranty claim?
Processing times can vary, but we strive to resolve warranty claims within 7-14 business days after receiving the item.
Cancellations
How can I cancel my order?
To cancel your order, please contact our customer service as soon as possible with your order number. We’ll assist you with the cancellation process.
Can I cancel my order after it has shipped?
Once an order has shipped, it cannot be canceled. However, you can return the item for a refund once you receive it. Kindly note that the return cost will have to be borne by the customer.
Is there a cancellation fee?
Generally, we do not charge a cancellation fee, but it may vary based on specific promotions or products. Please check our policy for details.
How long do I have to cancel my order?
You can usually cancel your order within a few hours of placing it. If the order is already in processing or has shipped, cancellation may not be possible.
Will I receive a confirmation of my cancellation?
Yes, once your cancellation is processed, we will keep you informed about the confirmation and the refund.
What if I accidentally cancelled my order?
If you accidentally cancel your order, please contact customer service immediately. Depending on the status, we may be able to reinstate it.
Can I change my order instead of cancelling it?
Changes to an order can sometimes be made, but it’s best to contact customer service quickly, as changes may not be possible once the order is processed.
Will my payment be refunded immediately after cancellation?
Refunds are typically processed within a few business days, but it may take 4-5 business days for the amount to reflect in your account, depending on your bank.
What should I do if I can’t find my order confirmation?
If you can’t find your order confirmation, please check your spam folder or contact customer service with your details, and we’ll help locate your order.
Product Information
How do I know which safety equipment is right for me?
Our product descriptions provide detailed information on the purpose and specifications of each item. If you need further assistance, feel free to reach out to our support team.
Do you provide bulk discounts for large orders?
Yes, we offer bulk discounts for large orders. Please contact our customer service team for more details and a custom quote
What types of safety equipment do you offer?
We offer a wide range of safety equipment including protective clothing, helmets, gloves, safety goggles, respiratory masks, and more.
How do you ensure the quality and safety of your products?
We source our products from reputable manufacturers and ensure they meet all relevant safety standards and regulations.
General Questions
Can SafetyHQ order an item that isn’t listed on the website?
All products available for pre-order will feature a "Pre-order Now" button along with the estimated restock date. For more details on pre-orders, please scroll to the bottom of the page.
Unfortunately, we cannot place special orders for items we do not stock.
If an item is out of stock, we usually restock within a few days. You can click the "Notify Me" button next to the item, and we'll alert you once it's available again.
Contacting Us
How can I contact customer support?
You can reach our customer support team via email,or through our chatbot on the website . Visit our Contact Us page for more details.
Can I contact you via phone?
We operate through online channels only. For assistance, please use email or our chatbot.
Order statuses
Pick: Orderlines are collected in warehouse.
Pack: Orderlines are packed, consignment label created ready for shipping.
Dispatched: The package is shipped to customer
On Hold: The order is temporarily paused, often due to stock or payment issues