Customer Help
Our team is always here to assist.
Buyer Protection
We guarantee a 30 days buyer protection program which means you are entitled to a full refund if you do not receive your order within 30 days of shipment.
If your order has not arrived by the date mentioned in your shipment confirmation email please contact us and we will be happy to help. In the unlikely event that a refund is necessary, refunds will be processed using your original payment method (we will refund the original transaction) via either Stripe or PayPal. Please allow 5-10 days for the refund to appear back in your account once it has been processed.
Order Processing Time
All our orders are processed and shipped out within 2 business days.
After the order is shipped out and received by the carrier, we will update you with a tracking link with which you can follow your package and see the remaining shipping time.
Please allow 24 to 48 hours for the tracking information to update.
Shipping Address Changes
If you would like to change the shipping address for your order, please contact us immediately by email and include your new shipping address. Once the order is shipped, we can not alter the shipping address anymore.
Shipping Methods, Costs, and Delivery Times
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order.
We provide the following shipping options:
- Standard shipping for free
- Express shipping for $24.99
The shipping methods and delivery times per region are represented in the table below:
| Country or Region | Standard | Express (Business days) |
|---|---|---|
| New South Wales | 2-4 Business days | 3-5 Business days |
| Queensland | 3-5 Business days | 5-7 Business days |
| Victoria | 3-5 Business days | 3 Business days |
| Northern Territory | 6-8 Business days | 4 Business days |
| South Australia | 4-5 Business days | 4 Business days |
| Western Australia | 7-9 Business days | 4 Business days |
| Tasmania | 5-7 Business days | 2 Business days |
| ACT | 3-4 Business days | 2 Business days |
Please be aware that these delivery times can become longer in case your order is placed during busier periods such as near Easter, Christmas or any unforeseen issues.
Shipping Restrictions
Sadly, we are unable to ship your order to a PO box, or locker address.
Shipping Restrictions
Returns and Refunds
Return Due To Change of Mind
We will happily accept returns due to change of mind as long as the request is received by us within 30 days of you receiving the item.
The item must be returned to us in the original packaging, unopened, unused and in the same condition that you received it.
Several types of goods are exempt from being returned. Downloadable electronic products including software, licenses or files cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
The return shipping costs will be paid by the customer. Once we receive the package, the refund will be processed and you will receive the full value of the product as a refund.
Warranty Returns
All products come with a standard 12 month manufacturers warranty period, Some products do come with multi-year manufacturers warranty. Hardware hive also offers additional manufacturer warranty, on-site, support. If you would like to issue a warranty claim, the claim should be submitted within 90 days of you receiving the package.
The return shipping will be pre-paid for by the customer, however, we will reimburse you once the warranty claim is successful.
In some cases, you may incur a PayPal/Credit Card fee to process the refund. If there is a fault or issue with a product, please get in touch with us and we will either send you a new product or the manufacturer may elect to repair the product.
Please note the following exceptions to our return and exchange policy:
- Returned items must be unopened and be returned in original packaging
- Returned items must have no visible signs of wear or use
- Electrical devices which are hardwired to mains supply, including but no limited to relays, sensors, switches, locks, lighting must be installed by licensed electricians
Upon the acquirement of the package containing the products for the warranty claim, we will process your warranty claim within 7 days.
For our full Returns and Refunds policy, we refer you to the Refund Policy.
Customer Service
For questions, support, problems, or warranty claims, please contact us by email at support@hardwarehive.com.au.
Common purchase queries answered
Orders
We try to predict what our customers want easy purchasing options, we don’t always get this right. If you can’t find what you’re looking for contact us for a quote.
You can create an account automatically during checkout, or you can create an account at any time by visiting the My Account page.
If your order has already been shipped, then unfortunately you can’t change the shipping address. If you have not yet received a shipment notification email, then we might be able to update the order for you – please contact us and we will confirm as soon as possible.
You will receive information emails at each stage of your order. You can also check the status of your order online in My Account page at any time. Once shipped you will receive a tracking link by email.
Yes – it is possible to change or update an order only if it has not yet been shipped – please contact us. You receive a notification when the items have been shipped and after that moment it is not possible to change or cancel an order anymore.
Yes! we offer several solutions, you may place the item on backorder. As soon as the item comes in to stock at our distributor it will be shipped. Alternatively, you can enter your email address in the waiting list sign-up form on the product page and we will inform you when it is back in stock.
The availability listing of products on our website is a combination of stock availability between at Hardware Hive and our distributors. When Availability is listed as In-Stock.
In-Stock = Time for Dispatch: 1-2 Business Days
Backorder=
1) Item is currently out of the stock from both Hardware Hive and its distributors, and will be arriving soon.
2) Item is only supplied based on special orders, such as some niche or high end products;
ETA for backorder items would be a minimum of 2-4 weeks, however if stocks arrive earlier than expected then customer orders will be fulfilled accordingly
Notify Me = Either no stock or no ETA at suppliers or Hardware Hive. Please subscribe to our waiting list. You will be sent a notification email once suppliers receive stock and we are able to supply the item.
* Availability is to be used as a guide only
If you need to buying options
Payment Options
- Bank Transfer – 0% transaction fee
- Credit Cards – 0% transaction fee for VISA, MasterCard, AMEX
- PayPal – 0% transaction fee
- zipMoney – 0% transaction fee
- Afterpay – 0% transaction fee
Bank Transfer
In order to pay for your order by bank transfer, you must first complete the checkout process as normal. Upon completion you will be issued with an invoice for your order which will be processed once your payment clears. From here you may log onto your internet banking and make a payment for the order amount to the bank account listed below. Alternatively, you may visit your local branch, fill out a Deposit Slip with the correct details using the information below and process this transfer with the bank teller in person.
Please add your invoice number and name in the description area when placing your deposit. If you do not have the relevant details on hand, or are unable to add the description, please email or fax through a copy of your deposit receipt as soon as possible. Please note that your order will not be processed until the funds have successfully deposited into our bank account and the payment has been confirmed as received by our accounts department. This process takes 1 – 5 business days.
Credit Card
Hardware Hive accepts all major credit cards – Visa, Master Card, American Express and Debit Cards.
PayPal
PayPal accepts all major credit cards, debit cards and bank transfers. All you need to do is “Register” a free account and purchase using your email address! For more information about PayPal please visit www.paypal.com. Below is a example diagram of how Paypal works with Mwave.
Please check your Paypal default address selection when you checkout as Paypal will force your default address through and override any delivery address you enter in our checkout.
We will not be able to change your delivery address once you have submitted your order with payment.
zipMoney
zipMoney enables you to pay your Mwave Order with 6 months interest free installments. A quick online application process is all you need to do to take advantage of this offer.
More info: www.mwave.com.au/zipmoney
Afterpay
Afterpay offers installment plans for online shoppers. Buy what you want today and pay with 4 payments over 8 weeks, interest free.
Not available to New Zealand customer currently.
More info: https://www.mwave.com.au/afterpay
No – your payment card information is used only for processing your order and is never stored by us. All payment card data is handled only by our payment providers (Stripe or PayPal) and we never have visibility of any of your card details.
We use the SSL (Secure Socket Layer) protocol in our online shop, which is the safest data protection mechanism currently available to protect your data, so you can feel safe in providing us with information about yourself and placing your orders. This type of protection is based on encrypting data before sending it from a browser and decoding it after safe access to our server. Information sent from the server to you is also encoded and decoded after reaching your destination. SSL encrypts, authenticates and ensures information integrity. When you connect to a secure website, you will notice that the http address changes to http to https and a secure lock is presented next to the website address.
Common purchase queries answered
Shipping
Estimated delivery dates are included in the order dispatch notification email along with a link to track your delivery online. Please note that the dates provided are estimated dates and it could take longer for some destinations and less time for others. Please also note that there may be some delivery delays during busy periods (holidays etc.) or if there are extenuating circumstances.
We do not guarantee that the delivery will arrive between the estimated delivery dates, but we do our best to provide the most accurate information possible based on the information we have. Since our products are sent directly from the manufacturers, you might receive your order in multiple deliveries (at no extra cost) if shipments leave multiple warehouses.
If your order has already been shipped, then unfortunately you can’t change the shipping address. If you have not yet received a shipment notification email, then we might be able to update the order for you – please contact us and we will confirm as soon as possible.
You will receive information emails at each stage of your order. You can also check the status of your order online in My Account page at any time. Once shipped you will receive a tracking link by email.
We may have needed to send stock from out local distributor and our location, you were not charged any additional costs
The typical processing times of 1-2 Business Days, however this can extend out to 3-6days due to stock allocations.
Shipping times to deliver to you will then apply after the processing time(when we ship out from our warehouse). You may experience delays if there are any problems with the processing or verification of your billing address/shipping address or credit card information/insufficient funds. Please keep in mind that our warehouse do not pick orders on weekends or public holidays
We will endeavour to process and ship out your orders in the quickest possible time but please understand that items may sell out at Hardware Hive or at suppliers that could cause your order to be delayed or item backordered.
If you need to swap an item
Returns and Exchanges
Please consult the Terms and Conditions for complete details.
Sorry for the mistake! If you have received the wrong item please take a photo and contact us as soon as possible. We will resend your order to you at no additional cost.
That’s really unfortunate! If you received your order damaged in transit, please take a photo of the product and contact us immediately. We will resend your order to you at no additional cost.
If you need support please use the form on our contact us page or email us at support@hardwarehive.com.au. Our Customer Care team is always happy to help and responds as quickly as possible.
Claims must be made within 7days of when goods were received
Do not dispose of packaging or shipping carton & materials as we will need to collect or have you return the item
You must include all accessories that came packaged with the product
Do not use the product unless advised so by Hardware Hive or the product manufacturer
At the discretion of Hardware Hive, we will accept items that are being returned due to reasons of incorrect purchase or change of mind.
Items must be sealed and unopened for a return for Hardware Hive credit.
At the discretion of Hardware Hive , we will asses and approve a conditional courtesy return if customers want to exchange their incorrectly purchased products.
• Consumers must notify Hardware Hive within the first 7 days of having received the product.
• The product must NOT be opened or used, and must still be in pristine condition.
• Minimum restocking fee will be 10% of the purchase price (to cover costs and any price reduction we need to offer to re-sell the part).
• Hardware Hive may reject the return after inspection of the condition of the products, and it’ll be returned to the customer at their expense.
Hardware Hive do not accept return or exchange if customers:-
• Simply change their mind
• Purchase the wrong product
• No longer require the product due to a change in circumstances
• Found cheaper elsewhere
• The goods are damaged whilst in your use
For clearance, discontinued, or free product, these may come with limited warranty compared with the standard warranty and would be generally stated in the item description or specification. Please read the product description or contact us for more details.
Hardware Hive does not take any responsibility for damage or lost in transit when the customer sends the product back to us for warranty or return, and also the warranty could be voided if the product is damaged in transit. So please ensure there is sufficient packaging to protect the product whilst in transit back to us.
For RTB (return to base) warranty claims, customers are required to send the unit back to hardwarehive.com.au or the authorized service centre with the proof of purchase and a detailed fault description. Hardware Hive recommends customers use our online RA (return authorization) system to obtain more information of the warranty procedure and also to conveniently track your warranty for updates.
For direct manufacturer warranty claims, customers are recommended to contact the manufacturer’s technical support to lodge the warranty claims and organise pickup and delivery service. Please note, Hardware Hive do not provide the pickup service on the behalf of the manufacturer.
It is highly recommended the customers contact manufacturers directly to ensure quick warranty service and turnaround.