FAQ's

The All New "TropVibe.com.au" Store is Launching Soon.
This Site is currently Under Reconstruction.

 

We have assembled answers to our most common enquiries to help resolve any questions you may have ahead of making your purchase. We recommend you thoroughly check our FAQ’s to ensure you are 100% comfortable with our policies and procedures before finalising your purchase.

If you are unable to locate an answer to your question, please contact us – we would be more than happy to assist you to ensure you receive an answer to your request.


Frequently Asked Questions:

How do I contact the team at TropVibe.com.au?
Please lodge a request via the contact page. Alternatively we are available using the following methods. Although we are Sydney based, we are an online retailer and are unable to respond to contact via phone. Our contact methods:

Via our “contact” page on the website.

PO Box 454, Broadbeach Qld, 4218.

General Questions:  Facebook Messenger.

Our Office Hours:   9am AEST – 4pm AEST, Monday to Friday.

Our Support Hours:  We promise to reply to all enquiries within 48 hours, often we reply within 24 hours.

 

What options do I have for payment?
We are unable to accept C.O.D payments, and we do not offer a “lay-by” service. Currently, we support the following payment methods:

Paypal
Debit Card
Amex
Mastercard
Visa

We will offer additional payment methods in due course, to be advised.

 

What is the warranty offered on your products?
We offer a 12 month product warranty on all items we sell.

 

Can I collect my item, or can I pay for my item on delivery?
We do not support these options at this time.


Where does TropVibe deliver to?
We deliver to the majority of Australia; and the majority of our products include Free Tracked Delivery. We DO NOT deliver to PO Boxes, only to a residential address. PLEASE ENSURE YOU HAVE PROVIDED THE CORRECT ADDRESS FOR DELIVERY – TropVibe does not accept responsibility for order details that have been incorrectly supplied in the purchase process.

We do not deliver to locations outside of the Australian Mainland with the exception of Tasmania. We do not deliver internationally.

We cannot deliver any products to the following locations:

State

Post Codes

VIC

No Postcodes Excluded

TAS

7151

NSW

No Postcodes Excluded

QLD

No Postcodes Excluded

SA

5701

ACT

No Postcodes Excluded

NT

No Postcodes Excluded

WA

6740, 6743

 

Do You deliver to a PO Box?
We are unable to deliver any item(s) to a PO Box.

 

How will my item(s) be delivered?
Subject to the size, type and quantity of products ordered, we use registered couriers / delivery services. In some cases your items may be delivered using Australia Post.


How do I track my item, and when will it be delivered?
We will usually dispatch your order within 48 hours of payment clearing.

You will receive an email, SMS or Messenger alert with your tracking number, usually within 24 hours.  Tracking information may take up to 48 hours to display.

Estimated Delivery Times

State

Timeframe

VIC

3-5 Working Days

TAS

4-8 Working Days

NSW

4-8 Working Days

QLD

4-8 Working Days

SA

4-8 Working Days

ACT

4-8 Working Days

NT

7-12 Working Days

WA

7-12 Working Days

 

I accidentally supplied the wrong information on checkout, what can I do?

We actively request that you check all product and delivery details with precision.  Incorrect details provided are not the responsibility of TropVibe.com.au. Subject to the status of your order, there may be a small window prior to dispatch where we may be able to adjust your order, but we accept no responsibility for orders that have reached our dispatch stage with incorrect information. To attempt to amend your order details prior to delivery, we request you use our contact page immediately and include URGENT ORDER CHANGE in the subject header. We require the following information:
Order #
First Name
Last Name
Email Address
Incorrect Information
Correct Information

 

I’ve changed my mind, can I return my product or cancel my order?
After your purchase has been initiated, we are unable to accept a return or cancellation due to a change of mind.

 

I would like to cancel my order, is that possible?
Once payment has been received, we may have a short, variable time period within which to be able to cancel your order. However, should your request reach us during or once dispatch commences, we will be unable to cancel your order or supply a refund. Please choose your item(s) carefully, ensuring that all aspects of the purchase meet your expectations prior to submitting your order. To attempt to cancel your order prior to delivery, we request you use our contact page immediately and include URGENT CANCELLATION in the subject header. We require the following information:
Order #
First Name
Last Name
Email Address
Reason for Cancellation

We will do the very best we can to assist you wherever possible.

 

How do I know if my item is in stock?
TropVibe.com.au will do everything within it’s power to display the correct availability of all products featured on this site. In the unlikely event that an item is presented as ‘available’ and we are unable to supply that product as requested, you will be notified within 48 hours and will have the option to choose an alternative product, or cancel your order with a full refund.

 

What if my item(s) arrive damaged? What should I do?
Whilst product damage is exceptionally rare in most cases, we offer a 24-hour inspection period to ensure your items are not damaged. It is important that your record the damage immediately and follow the damaged goods and faulty items process as below. If you identify the damage prior to accepting delivery of the item, we recommend you decline shipment, sighting visible damage to the product as the reason for not accepting delivery.


Do I need to sign for my purchase?
If you require a signature for delivery, please ensure you provide this request in the notes of our checkout area. Most items will require a signature, although some items do not.

 

Do you price match, or offer price protection?
We do not price match or offer price protection.

 

Where do my products come from?
We have partnered with multiple distributors and suppliers located in Australia. These warehouses are located primarily in Victoria and New South Wales. We have agreements with some affiliate partners to deliver stock directly to you. If you have further questions, please feel free to get in touch with us via our contact page.


Warranty and Faults

We offer a 12 month product warranty. 

What’s not covered?

- Abnormal or commercial use of the product.
- Third party damage to product.
- Fading due to direct sunlight.
- Incorrect installation or assembly, failure to follow instructions.
- Warranty is not transferrable to another party.
- Damage to people, or other property due to incorrect installation of your product.

PLEASE NOTE: Subject to change without notice. By purchasing from Tropvibe.com.au you agree to our warranty policy.

 

How do I activate my warranty claim?
Please see the process below and include a video and or picture evidence outlining the faults. Complete the form below to lodge a service request.

Subject Line: Warranty Claim (Your Order number)
Order Number:
First Name:
Last Name:
Email Address:
Request:

We will respond to you within 48 Business Hours.

Your warranty claim may take up to 7 working days not including replacement/parts/return. Please be assured we wish to resolve any warranty issue as efficiently as possible.

 

Damaged on Arrival Products
You have 24 hours once you receive your items to contact us for the request to be valid. You will need to include Photos, Video and any other evidence so our team can investigate the damage. This may involve consulting suppliers and/or the delivery provider.

Please lodge a service request via our contact page.

Subject Line: Damaged on Arrival (Your Order number)
Order Number:
First Name:
Last Name:
Email Address:
Request:

We will respond to you within 48 Business Hours.

Your warranty claim may take up to 7 working days not including replacement/parts/return. Please be assured we wish to resolve any warranty issue as efficiently as possible. 

 

Returning a Product or Replacement Item Sent.
If we deem that the product needs to be returned to us we will send you the return address with a prepaid slip. We will ask you to box/wrap the item/product for transport. If you don’t have the original packaging that’s okay. Keep your receipts. If the product is large we will organise a courier. Make sure you take pictures of the product ready for return for your protection and ours.

PLEASE NOTE: If your item is deemed to be non-faulty we will charge the costs related to returning the product and sending back to you.

 


Need to contact TropVibe.com.au? Please complete the form below.