Frequently Asked Questions
Home / F.A.Q.
 
Shopping
Cart
Is it secure?
Cart doesn't work

Payment options
Delivery Delivery time options and charges
Consumer
protection
Quality
Color
Size
Return Policy
Wholesale, Export,
Retail supply
Samples
Wholesale Price
Export Permits

Is shopping on this site secure?

Yes, it is secure.
Billabong Factor is accredited merchant with the Bank of South Australia and we do care about your privacy and security:

  • All information you give us is SSL encrypted

  • Sensitive information (such as credit card details) is not sent by email. 
    It is encrypted on secure server and erased after verification.

  • We do not keep customer's information on our computers. It is erased after your order is processed.

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What if shopping cart doesn't work?

If our shopping cart is not working on your computer, we apologize for inconvenience.
To fix the problem, please enable Java Scripts in your browser options.
If this doesn't help, you are welcome to to use one of the following options:

Option 1. You are welcome to place order via email.
To make it secure send your card number in portions by 3-4 separate emails without
comments (for example, 1-4567; 2-3456; etc.).

Option 2. By fax: 61-2-9501-5095
We accept Master Card and Visa.
Required information:
Product (name, price, quantity)
Billing and Delivery address
Telephone number
Credit card number
Name on the card 
Expiry date

Option 3. By phone: 61-2-9527-0592
Please, consider time difference. We work from 10am till 7pm Sydney time.
Sydney is 18 hours ahead of Los Angeles, 15 hours ahead of New York, 10 hours ahead of London. 

Option 4. If you like, we'll call you, please email your telephone number and convenient time to call.

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Payment Options

Full settlement is required prior your order is shipped, unless you are our regular customer

Australian customers.
Direct deposit, cheque, Visa or Master card, money order.

Overseas customers.
Preferred way of payment for small orders (up to $2500) is Visa or Master Card.
For bigger orders - direct deposit (wire transfer), or transfer via Western Union

We accept company checks, personal checks, and International money order, however these payment instruments attract US$25 banking and handling fee and 40 days payment clearing period.

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Delivery Time Options and Charges

Delivery within Australia
Normal courier or Australia Post rates apply

International Delivery
Australia Post


4-12 business days
Not traceable online


Delivery 3-7 business days
Traceable online

  • EMS (ECI) - International Courier is fast reliable and very competitive service. Online tracking facility is available at - Australia Post website, or at USPS (USA) site

  • For shipments over 30 kg we recommend Air Cargo - another cost effective shipping service. It takes 3-5 days to most countries. Your shipment will be delivered to your nearest International Airport and you shall arrange pick up from there. Price depends on destination and vary between $5 - $10 per kilogram (2.2 lb).

International Couriers


Delivery 3-5 business days
Traceable online

Delivery 2-5 business days
Traceable online

Generally, FEDEX and DHL Express are more expensive International couriers, but competitive for shipments 60+ kg (132lb) where fast door-to-door delivery is required

At your request freight charges could be on to your account with FEDEX or DHL

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Quality

When you buy from our gift shop you are protected by Australian Consumer Law. In every simple contract it implies following conditions:

  • The goods comply with description

  • Merchantable quality

  • Fit for purpose

If one of these conditions is not in place we will replace the goods or make full refund at no cost to you at all

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Color

We will ship you exactly the item you've ordered. But some monitors are bright, some dull and if color of the item is very important to you, please specify that.

If you'd like a particular item in a different color, we probably have it. To help us understand your requirements better, please send us RGB color code or a color sample as an attached to your email file.  If we don't have the right color we will offer you available options.

In case you don't like the color of the item when you receive it, please let us know. We'll try to resolve the situation for your satisfaction.

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Size

If size is wrong you can not use it, can you? If it's our fault we'll replace item at no extra  cost to you. If it's not our fault we'll help you out, but sorry, we will not be able to cover an extra shipping cost.

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Return Policy

We will replace the goods or make full refund, if:

  • The goods are not merchantable quality

  • The goods do not fit for the purpose they they've been made for

  • And if the goods are returned unused in original package by Economy Mail Service
    If you decide that this is the case, please email us for the proper return address

In some cases, we may replace the goods, if:

  • You don't like it, AND 

  • Replacement is possible, AND

  • We've accepted the replacement, AND

  • The goods are returned unused in original package

  • If you decide to do so, we will not be able to cover related shipping, Customs, Bank and handling charges

    Please, note due to Australian Customs, Quarantine and Wildlife Australia restrictions we can not accept any returns of food products and items made of kangaroo, crocodile, emu and ostrich.

We are not able to refund payment for the goods, if:

  • The goods arrived to you later than you'd expected

  • You've changed your mind or your circumstances changed

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Samples Policy

Any samples including shipping and handling costs will need to be paid for before dispatch. We are happy to credit back the cost of sample (excluding postage) when wholesale order is placed

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Wholesale Price


Wholesale inquiries are welcome. We've got wholesale price lists online for jerky, boomerangs and didgeridoos, toys

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Export Permits

Export permits are required for wholesale orders only for some products. Usually we  can obtain all required export documentations within 10 working days.

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