Frequently Asked Questions

New Users

Do I need a PMP account for making a purchase?
Yes. It is necessary to create an account before making a purchase on the site. This has its own advantages such as:

  • you can make a purchase by only providing your email id rather than filling necessary details every time
  • you can track the delivery status of your order(s)
  • you can view the entire history of your past orders
  • you can also plan future orders through useful features like 'Wishlist' and 'Notify Me' 
  • you can review products
  • you can subscribe to our weekly newsletter to stay upto date with new PMP products

I forgot my login password. What do I do?
Go to the Account page and click on Forgot password. You will receive an email on your registered email id with instructions on creating a new password.

How do I register on PMP?
The registration process on PMP is simple and can be completed in 3 simple steps:

  • Click on the Account link on the top right of the home page and click create account for New Customer
  • Complete details of your first and surname.
  • Type in your email address.
  • Enter password of your choice, confirm the password and you are done!

My Account

What is My Account?
My Account details all information related to your past, current and future purchases on PMP. It holds information like order history, order status, reviews and shipping addresses.

What is My Cart?
You enter a shop, pick items, drop them in 'My Cart' and proceed to the check out section to make the payment. On PMP, you can view your items for 30 days after adding them to the Shopping Cart.

Placing an Order

How do I place an order at PMP?
Placing an order on PMP is quick and simple.

  • As you browse through PMP, you can put the items in your Shopping Cart by clicking on 'Add to Cart'.
  • Log in with your email address and password, enter your delivery address and make the payment. 

Please note: We do NOT deliver to PO Box addresses, it should be an actual premises.

Payment

How secure is my online order?
Your online orders are secure.
**Secure Credit Card Payment:When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorised and approved. Your credit card information is not stored on our servers

Note: PMP does not take up payment until we ship the goods.

How safe is it to transact through credit card or internet banking at PMP?
PMP uses the latest encryption technology and other methods to protect your credit card information. In fact, shopping online with a credit card at PMP is even safer than using a credit card at a restaurant because we do not retain your credit card information.
You can be assured that PMP offers you the highest standards of security currently available online so as to ensure that your shopping experience is private, safe and secure. Your credit card information will be secure as your bank will authorise the credit card transaction directly without any information passing through us. Within a few minutes your bank will issue an authorisation number and an electronic receipt will be generated.

What are the payment options available on PMP?

  • Debit card – Visa/MasterCard
  • Internet Banking - Direct Deposit 
  • PayPal

Which Credit cards are supported on PMP?
PMP supports MasterCard and Visa cards.
I made a purchase on PMP. How do I know if the order was placed successfully or not?
Once a successful purchase is made, we send you confirmation order details via email.

I bought a product on the site, but did not receive the order confirmation email or SMS. What to do?
There could be multiple reasons for this. Your mailbox could be full or if your mail server does not recognize our email id, it could have pushed the email to the spam folder. Please clear your inbox and check other folders.
Alternatively, you can log on to your account on www.packmyproduct.com.au and click on Order History.

Do I need to pay additional fees or taxes?
No. The price that you pay when you make the order is the final price which is inclusive of all applicable charges including GST.

What are the delivery charges?
PMP calculates a delivery cost during the check out process.
For larger orders you may wish to contact us for a delivery cost.

Tracking an Order

How can I track the status of my order?
You can track your order by Logging in to the Account section and by Clicking Order History.

Where do I find my order number?
The order number is emailed to you once the payment has been completed and confirmed Alternatively, you can also find this under Order History in the Account section.

Where can I check the order details for a product I bought few days ago?
Log in to My Account using your login details and go to Order History. You will see all your orders listed from most recent to the oldest. Simple click on the order number and you will be able to see all the details relevant to your order.

Delivery

What is the estimated delivery time?
Delivery time varies with each order and your location.
Check out http://www.packmyproduct.com.au/shipping_pmp for estimates

What are the delivery charges?
PMP delivery charges are shown at check out.

Does PMP deliver outside Australia ?
Currently we only supply to Australia. Customers in New Zealand should contact us directly for a quote. Other International enquiries can be made direct to us and a quote may be given once we have been provided with a delivery address.

If I am not available to accept the parcel, what will happen?
Our couriers must get a signature when they deliver a package to any address. This is so that we can track the parcel should a problem with it's location arise. Designated couriers will therefore not leave the parcel at your front door. Whilst this maybe frustrating, the policy is designed to prevent stolen packages or items being accepted by the wrong person.
Alternatively, when confirming your order, customers can give specific instruction to leave the package at the front or back door, should no one be available at the property.

What happens if I am not home when the courier calls?
In this situation the courier will leave you a card with contact details. You will need to contact the courier company to arrange a convenient date for re-delivery of your parcel.

Refunds and Cancellations

How do I cancel an order on PMP?

I ordered a product and the price of the product has decreased now. Would you give me a refund for the difference?
No. The price that you pay when you make the order is the final price.

My order was confirmed initially, but was cancelled two days later? Why so?

There could be several reasons for order cancellations such as an item being out of stock. In this case, customers will be notified and a full refund will be given.

My order was paid for via internet banking but has been cancelled. How and when should I expect the refund?
The Refund process varies with the mode of payment used whilst placing the order. Refunds will always be given using the same method of payment. All refunds are done within 2 to 3 business days.

I bought a product from PMP and want to write a review about the item. How and where can I do that?
You can write a review by going to the product page and clicking on “Write a Review” under product title. Alternatively, you can also post a review from My Account>Order History. Simply click on “Write Review” against the corresponding order number.

Is there a format I should be following while posting helpful reviews?
"Dos and Don’ts for submitting a good review:

  • Only post reviews about the quality of the product.
  • Do not post your personal or contact information in the review. It’s a public forum that is viewable to all. Entering personal information may compromise your privacy.
  • Do not use abusive language, profanities, threats or libel.
  • Do not type in BLOCK letters.

What kind of reviews can be reported as Abuse?
The following can be reported as abuse:

  • Reviews irrelevant to the listed product Promotional spam messages/links 
  • Reviews containing inappropriate language or links Deliberate mention of competitive brands

Can I edit or update my review after I submit it?
No. A review cannot be edited or updated after posting.

Can I review a product twice?
No.

Others

Where can I send suggestions that I have with regard to your service?.
We welcome all suggestions and consider those that will help to serve you better. If you have a suggestion, please email us.

How do I contact your customer services department?
Please email or contact us by telephone. The details are on our website

Can I collect orders?
PMP is an online only store. Orders cannot be collected.

My Question is not Mentioned
You can contact us with queries via email or telephone. The details are on our website.

Privacy

How does PMP protect my privacy?
Please refer to our Privacy Policy Page

Collecting goods

Can I collect my goods from your warehouse or business premises?
No. This is an online business only and there is no option available for customers to collect their orders.