Our FAQ Page
Frequently Asked Questions
Q. Do customers have to have an account?
A. Yes, we require all customers to have accounts. You can delete your account at anytime however any rewards points will be lost. We do not pass on your information to third parties.
Q. How secure is your website?
A. Our website is extremely secure with SSL encryption. We do not store any credit card or other payment details. We do not share your personal information with any third parties.
Q. I can’t find what I was looking for?
A. Please send our team a quick email to firstname.lastname@example.org and we will get back to you promptly with an answer.
Q. What if I have a question about an order I have placed?
A. Please email us at: email@example.com
Q. How does the Free Drop Off Service work?
A. At this time we offer a free Drop Off Service to customers who live in the Brisbane CBD and the following postcodes, 4000, 4001, 4002, 4003, 4004,4006. No other postcodes are allowed. There are minimum spends to qualify to use this service. A Gundam Express Team member will contact you to confirm your address. This service operates during normal business hours.
Q. Do you Drop off to where I work?
A. Yes, we will contact you to arrange a time and meeting place. You must be contactable at all times by phone to use this service. We do not deliver into your place of work.
Q. How quickly will you drop off my order?
A. Depending on availability we generally can get your order to you on the same day as you placed it. Delivery is available during normal business hours. Same day orders and delivery must be received prior to 11am Brisbane time.
Q. Do you ship overseas?
A. Currently we are trialing shipping to New Zealand only.
Q. What is girth measurement? How is it calculated?
A. This relates to only international shipping. Girth is a measurement (in cm) taken of the width and height of an item. It excludes the length of the item. Maximum allowable girth to New Zealand is 140cm. Maximum parcel weight is up to 2kg
To calculate girth, Example.1:- 21cm (width) + 14cm (height) = 35cm. Then 35cm x 2 = 70cm. Then 70cm x 2 = 140cm (girth). So in this example if your item was those dimensions (21cm and 14cm) you could send it. (note as length is not used in the calculation at all the items length could be up to 90cm)
Example.2 :- 21cm (width) + 9cm (height) = 30cm. Then 30cm x 2 = 60cm. Then 60cm x 2 = 120cm. Girth of this item is 120cm, so it can be shipped.
Example.3 :- 30cm (width) + 10cm (height) = 40cm. Then 40cm x 2 = 80cm. Then 80cm x 2 = 160cm (girth). As the girth is greater than 140cm the item cannot be posted. Remember that the maximum parcel weight must be 2kg or less using the girth shipping method.
Q. Why are the minimum spend amounts for free shipping different?
A. Basically it costs alot more to ship items to different postcodes within Australia. We simply need to make sure we are covering our costs.
Q. Why don't you offer free or fixed price shipping?
A. Most customers have indicated that they would prefer cheaper product prices and reasonably priced shipping than free shipping. Also we offer drop off service for free if you live in the Brisbane metropolitan area
Q. Are you actually an Australian based business?
A. Yes we are! We are located in Brisbane, Queensland. Australia
Q. Do you have a shopfront?
A. At this time we are only an online seller. We have a small warehouse in Brisbane. We are not open directly to the public.
Q. What is the best way to contact Gundam Express Australia?
A. By email firstname.lastname@example.org or by Facebook or Messenger.
Q. Do you have a phone number?
A. Sorry we do not have a contact phone number at this time.
Q. How do I earn reward points?
A. Simply sign up to our website and you will start earning points straight away. It is pretty straight forward. The more you contribute to our website the more you can earn. That doesn't just refer to making purchases either, leaving product review, liking our Facebook page or referring friends call all earn you points.
Q. How do I check what points I have or redeem my points?
A. When you login to your account you can click on the rewards tab and in the top left hand corner your current points are displayed. You can manage your points at anytime and apply them in the checkout. There is a variety of discount coupons you are able to choose from provided you have enough points!
Q. Do you offer LayBy?
A. Yes we do! This is offered by a secure third party (Put It On LayBy) and is available as an option in the checkout. There is a separate LayBy terms and conditions page that details all you need to know.
Q. Are there any LayBy fees or ongoing charges?
A. You are charged a one time only 1.9% upfront charge when you sign up to do a layby. We do not charge any fees or ongoing charges ourselves for you to use this facility.
Q. Can we manage our own LayBy's?
A. Yes you can! You set your initial deposit amount (min 20% first up), how long the term of your layby will be, frequency of payments and amount of each payment.