Frequently Asked Questions

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1. How do I open an account?

To create a new account, please click on “Register” button on top of the page, and then fill out the appropriate information.

2. How do I update my account information?

To update your ” My Account” , please login with your email address and password.

3. What should I do if I forgot my login password?

To retrieve your password, please click on “Forgot Your Password” at the login page, and then enter your billing email address. We will send your password to your billing email address.

4. How do I change the billing address?

To change the billing address, please log into your account and click on “Order History”. Then select the order ID and click “Edit Billing Address”. Fill in the detailed address information as requested. Click the “Save” button to finish.

5. How do I change my registered email address?

To change your registered email address, please log into your account and click “Login Details”. Please enter in your new email address. Click the “Save” button to finish.

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1. What payment method do you accept?

We accept PayPal and credit cards. When you are directed to the Paypal website, you have the option to choose to pay by logging in to your PayPal account or by paying with your credit card.

2. What credit cards do you accept?

We accept VISA and Mastercard.

3. How long does it take to confirm payment?

Vast Buys will only dispatch items when full payment is received. Payment generally takes 2-3 days to process. In some exceptional cases, it could take up to 5 days or more.

4. Is Lay-by available?

Unfortunately, Lay-by is not available.

5. Can I come to your warehouse to pay and pick up the item?

All payment has to be made when you proceed to checkout on our website; and pick up is not available in order to save time for our distribution centre to dispatch all orders efficiently.

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1. Do you ship to international address?

Currently we only ship within Australia.

2. How are the items delivered?

The item is shipped via Australia Post, Fastway or Allied Express, according to the size and weight of the item. A tracking number will be emailed to you after dispatch.

3. Can I use my own delivery service?

We only use our nominated carrier for delivery.

4. How can I cancel my order?

Please note that we can only cancel your order if the item has not been dispatched from our warehouse. As we operate a fast and automated dispatching system, but need time to respond to your message, we can only do our best to help.

5. How long does it takes to ship to my customers?

The estimated delivery time frames are:

  • For customers in VIC, approximately 3 – 5 working days;
  • For customers in NSW, SA, ACT, approximately 4 – 8 working days;
  • For customers in QLD, NT,WA and TAS, approximately 7 – 10 working days.

NOTE:

    • Delivery time only starts after buyers’ payments have been cleared and the item has been dispatched from our warehouse (usually 1 working day after receipt of cleared payment).
    • We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.

6.When will the item be dispatched?

Most items will be dispatched the very next day after full payment is received.

7.Where can I find the delivery information?

Tracking information will be emailed to you as soon as the item is shipped

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Do you offer warranty?

  • All products except electronics products come with a 12 month warranty which you may seek a refund or replacement for the product. Electronics products come with a 3 month warranty. The following terms and conditions apply to warranty:
  • Damages due to misuse by user or during delivery will not be covered by this warranty
  • This warranty does not cover any accessories or bonus gifts. Regarding to accessory and bonus gift,they would be noted in our listing would, include (but limited to ) battery, carry bag, etc.
  • Damage on Arrival (DOA) This warranty only applies to items that are broken when arrived or appear to be not functioning on initial usage. The following terms and conditions apply to DOA warranty:
  • You the buyers must check their item(s) and report the damages or faults(pictures or videos) to us by Support Ticket (Support & FAQ Page) after receiving the item(s). We reserve the right to refuse any claims made after this timeframe or additional charges (postage and handling) may apply.
  • Please do not return the faulty item to us without our approval.

2. What should I do if there is a part missing?

  • Please confirm you have checked the packaging very thoroughly as the small components might become loose during the shipping. If there is a part missing, please contact us immediately by a support Ticket so that we can offer our assistance.

3. Refund and replacement

  • Refund and replacement generally take up to 2 working days to process, and will notify you right after it has been processed.

NOTE:

  • A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

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Submit A Ticket

Things to keep in mind when submitting a ticket:

  • Be descriptive; make sure to add as much detail as possible.
  • If you are submitting a ticket related to billing, make sure to select Billing if your ticket is about Returns be sure to select Returns and so on.
  • Our support agents read all tickets to make sure that all questions receive a proper response.

Note:
In order to prevent confusion, and to speed up our support agents’ response time, please refrain from opening more than one ticket on the same topic.

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