Support Information

Support Information

If you're experiencing issues with an online order, here are some commonly asked questions and solutions:

 

I did not receive my order or my order is delayed

• Check your delivery tracking number to find out your order’s status: Check for tracking information provided by the retailer or shipping service. (please also check Spam folder for shipping updates)
• Your Australian Post tracking number is over 20 digits and consist of both letters and numbers. Example tracking number:  34EP4200235601000930807

• Check delivery address: Make sure the address you entered was correct.
• Contact your local post office: If Australia Post has already received your order you could contact your local post office to find out the status or why it is delayed.

 

An Item I received is incorrect and not what I ordered

• Review your order: Double-check the confirmation email to ensure the correct item was ordered.
• If you ordered the wrong item: Depending on the circumstances and how long you’ve had the item for, customer support may allow an exchange but it is not guaranteed.

Note: We do not allow exchanges on sale items if you ordered the wrong product.

• If Wheel&Barrow sent you the wrong item: Please contact our support team to organise an exchange.
• What’s the return process?:  Wheel&Barrow’s support team will advise you on the return process that will best suit your convenience.

 

An Item arrived damaged and is defective

• Reach out to customer support: If an item or items have been damaged during the delivery process the best thing to do is to contact our support team immediately.

But before you do, it is important to take the following steps to assure we can swiftly resolve your issue.

• Document the damage: Take photos of the damaged product and packaging to send to our support team
• Have your order reference number ready: Your Order Reference Number can be found on your order confirmation email and looks like the following: WBXXXXX
• Email Support: You can email support at website@wheelandbarrow.com.au with the photos and order details and we will resolve the issue as soon as possible.

 

There is an item missing or missing items in my order

 

• Check the packing slip: Double check that the item you didn’t receive is on the packing slip and was ordered and paid for.
• Check all packaging and inside other items: To save on space within the box, often items will be packed with other items or protected with tissue paper.
• Check for multiple tracking numbers: On occasion, ordered may be shipped from separate stores due to stock availability. This means your order has been partially delivered and the other package(s) could be still on its way.
• Contact support: Email our support team with your order details such as your order reference number and the missing item(s) and we’ll resolve the issue for you as soon as possible.

 

How do I return my order?

• We have carefully selected our products for sale, however if you are not happy with your purchase, you may return the purchased item in an unused condition and in original packaging within 14 days of receipt and we will provide a full product refund (delivery costs excluded).
• You can return the product at your nearest Wheel&Barrow store.
• Alternatively, you can email Wheel&Barrow support and provide your order reference number and details on your reason for return or exchange.
• Please include your receipt as proof of purchase and your return address so that we can process the return promptly.

 

·        Please note that this refund policy strictly excludes books, sale items & layby, and gift cards except when faulty.

 

I have a payment issue

• Having issues with processing payment: Check your payment method and insure there are no issues with your card or payment provider.
• I’ve been double charged: Verify that a double charge has occurred by checking your bank statement.
• Contact support: If you are certain that a payment error occurred, contact our support team and we will resolve the issue immediately.

 

I’m having trouble placing the order online (technical issue)

• Try another device or browser: If the site is not working, try using a different browser or another device. If you have the technical ability, you can also try clearing your browser cache.
• Contact support: Email Wheel and Barrow customer support of any errors encountered, so they can help you complete your order or assist with troubleshooting.

 

I’m having issues using my Wheel&Barrow gift card

• Check the gift card expiry date: If the website is not accepting your gift card please make sure that it hasn’t expired.
• Check the gift card number: Double check that you’ve entered all digits correctly into the card number box.
• Checking the gift card balance: Make sure your have sufficient funds in your gift card. You can check your gift card balance with our Gift Card Balance Checker here. https://wheelandbarrow.com.au/pages/check-wheel-barrow-gift-card-balance

 

I still need help

If you still require assistance please contact our support team at website@wheelandbarrow.com.au and a customer service representative will respond to you as soon as possible.