Faqs

Frequently Asked Questions (FAQs)

1. What is the estimated delivery time for my order?

Our total delivery time includes Processing Time and Shipping Time:

  • Processing Time: Orders are typically processed within 1 business day.
  • Shipping Time: Delivery depends on your location:
    • Victoria: 2–3 business days
    • New South Wales & Australian Capital Territory: 4–7 business days
    • South Australia: 3-7 business days
    • Queensland: 4-8 business days
    • Other states: 5–8 business days

Total Delivery Estimate: 2–9 business days after placing your order.

2. Can I return my purchase if I’m not satisfied?

Yes, returns are accepted within 30 days of delivery if the item is:

  • Unused, in its original packaging
  • accompanied by proof of purchase

Important: A 10% restocking fee applies unless the item is defective or damaged.

3. What should I do if my order arrives damaged or defective?

If your order is damaged:

  • At delivery: Refuse the package if possible.
  • After delivery: Contact us within 2 business days with photos of the damage.

We will provide a replacement at no cost or issue a refund based on your preference.

4. How do I initiate a return or exchange?

To return or exchange an item:

  1. Email us at info@ossy.com.au with your order details and reason for return.
  2. Wait for approval before sending the item to:
    32 Lara Way, Campbellfield VIC 3061, Australia.

Note: Return shipping costs are the customer’s responsibility unless the item is defective, damaged, or incorrectly shipped.

5. What payment methods do you accept?

We accept the following payment options:

  • Credit/Debit Cards: Visa, MasterCard, Amex
  • Digital Wallets: Google Pay, Apple Pay, PayPal, Shop Pay, UnionPay

Security: Transactions are secured with 128-bit SSL encryption for your safety.

6. Can I cancel my order?

Yes, orders can be canceled if the request is made within 24 hours of placement and the order hasn’t been dispatched.
To cancel, contact us at:

If the order has already shipped, you will need to follow the return process.

7. What items are not eligible for return?

The following are non-returnable:

  • Assembled or modified items
  • Custom or personalized products
  • Sale items and gift cards

For category-specific exclusions, contact us at info@ossy.com.au.

8. What is included in the warranty coverage?

Our products come with a 12-month warranty covering:

  • Manufacturing defects
  • Faults under normal usage

The warranty does not cover normal wear and tear, misuse, accidental damage, or unauthorized repairs.

9. How do I make a warranty claim?

To claim a warranty:

  1. Email info@ossy.com.au with your Proof of Purchase and details of the issue (photos or videos may be required).
  2. Our team will assess and resolve the issue by providing repair, replacement, or alternative solutions.

10. Do you ship to PO or GPO Box addresses?

No, we currently cannot deliver to PO or GPO Box addresses. Please provide a physical address for shipping.

For further inquiries, please get in touch with us:

  • Business name: Ossy
  • Phone number: +61 437 965 132
  • Email: info@ossy.com.au
  • Business hours: Mon to Sat: 10:30 am–4:30 pm

We’re here to help!