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 * * Back
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SCA Altona


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Customer Service FAQs


FREQUENTLY ASKED QUESTIONS

Supercheap Auto aims to provide the best customer service we can, however we
understand that sometimes everything doesn't go to plan. Find the answers below
to some of our more commonly asked questions.


ONLINE ORDERING

Can I change my order once I have received a confirmation email?

Generally once your order has been dispatched we are unable to add to, remove
from or modify your selection. Click here to find out more.

Can I have an item purchased online fitted at one of your stores?

Yes, provided we offer a fitment service for the item in question. Conditions do
apply for fitments please contact your local store for details.


SHIPPING & DELIVERY

How long will it take to receive my order?

We process and dispatch most orders within 1-2 business days. Delivery times can
vary from 1-10 business days after dispatch depending on size, location and
stock.

How much does shipping cost?

Your delivery charge will vary depending on the size, weight and location of the
products you choose to purchase as well as your delivery location of choice.


CLICK AND COLLECT

What is Click & Collect?

Our Click & Collect service allows you to purchase online and pick up your order
from your local Supercheap Auto store (subject to stock availability) free of
charge. Simply add your items to the shopping cart and select ‘Click & Collect’.
The shopping cart will check for available stock at your selected store. If your
chosen store is currently out of stock you will be given a list of alternate
stores or if you prefer you will have the option to change your order to Home
Delivery.

Within 1 business hour of placing your order you will receive a confirmation
message via email or SMS. We will confirm that your order has been processed and
is ready for collection. If there are any issues throughout the process our team
will be in contact to discuss your order, alternatively you can contact our
Customer Care Centre.

When Can I Collect my order?

Store trading hours are displayed online on our store locator page and can vary
by location.

What do I need to bring with me to collect my order?

Your order confirmation and ID are required to pick up your order. A driver’s
license is required for collection of orders over $100 value.

Note: If your order is bulky, bring a friend.

Can someone else collect my order?

To protect our customers, only the person specified on the order details is able
to collect the order and will be required to provide appropriate identification.

How long do I have to collect my order?

Your order must be collected within 14 business days, if you're unable to
collect within this period of time we recommend contacting your collection store
and advising when you will be able to collect your item. Uncollected orders will
be cancelled and refunded after this period of time.

How do I cancel my order?

Please call us on web chat and our Customer Service Team can assist you.


RETURNS & REFUNDS

How can i return a product or order?

You can return your order back to your local Supercheap Auto Store. If you have
purchased online and are unable to access a Supercheap Auto store please

 * Email: onlinesales@supercheapauto.com.au
 * Contact us on web chat between the hours of 9:00am and 5:00pm AEST (Brisbane)
   Monday to Friday.



Returning a product that may require assessment

We may need to conduct an assessment of your product to determine whether a
repair, replacement or refund is appropriate. Certain technical products may
need to be sent to the manufacturer or their repair agent for assessment, such
as:

 * Bicycles
 * Sound, electrical and motor driven products
 * Compressors
 * Power tools; and
 * Customer orders – non store stock items

Liasing with the manufacturer

For some product assessments you may have the option to liaise directly with the
manufacturer, or their repair agent. Our store team members can provide you with
the relevant manufacturer contact details.


Products assessed as having a minor fault will be repaired by the manufacturer
and returned to you within a reasonable time. We offer a refund or replacement
if the product is assessed as having a major failure.
Special procedures for the return of certain products

The repair of your goods may result in the loss of user-generated data. Please
ensure that you have made a copy of any data saved on your goods. Goods
presented for repair may be replaced by refurbished goods of the same type
rather than being repaired. Refurbished parts may be used to repair the goods.

Bulky and fuel operated products:

For safety reasons, please contact your nearest local Supercheap Auto store
before returning any bulky or fuel operated products, such as:

 * Engine cranes
 * Gas cylinders
 * Generators
 * Line Trimmers

How long does it take for a refund to be processed?

Your refund will be processed once your product has been successfully returned
and inspected by our team. Please allow 3-5 business days for your refund to
then be processed back to your payment service provider (e.g. Afterpay, Credit
Card, etc).
Please note that the time taken for a payment services provider to provide you
with your refund can vary depending upon the provider.


PAYMENT & PRICING

Are your online prices the same as in stores?

Our online pricing is based on our Metropolitan store pricing, variations due to
regional pricing or local promotions may occur.

Can I use multiple gift cards to purchase Online?

Unfortunately at this stage we are only able to accept one gift card online in
the same transaction.

Can I use multiple gift cards to purchase In-Store?

Yes, multiple gift cards can be redeemed in store during the same transaction.

Help Centre Menu

   Customer Service
 * Ordering Online
 * Cancel My Order
 * Track My Order
 * Shipping & Delivery
 * Returns & Refunds
 * Click & Collect
 * Special Orders

   About
 * About Us
 * Careers
 * Price Beat Guarantee
 * Ratings & Reviews
 * Find A Store

   Services
 * In-Store Services
 * Battery Solutions
 * Battery Recycling
 * Oil Recycling
 * Paint Mixing
 * Vehicle Diagnostics
 * Tyres & Fitting Services
 * Mechanic Finder

   Payments
 * Check Gift Card Balance
 * Standard Gift Cards
 * E-Gift Cards
 * Bulk/Corporate Gift Cards
 * Payment Methods
 * About ZIP
 * About Afterpay

   Membership
 * Join Club
 * Club FAQs
 * About Trade

   Policies
 * Terms & Conditions
 * Privacy Policy
 * Product Safety & Warranty

Need More Help?
Chat
Standard hours
Monday – Friday: 7am – 6pm AEST
Saturday – Sunday: 8am – 5pm AEST
Open chat
Email
Anytime
We typically respond within 24 hours
Send us an e-mail
Call
Standard hours                 
Monday – Friday: 7am – 6pm AEST                 
Saturday – Sunday: 8am – 5pm AEST
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^Disclaimer: Discounts apply to most recent previous ticketed advertised price.
Some products will have likely been sold below ticketed advertised price in some
stores prior to the discount offer. Prices displayed inclusive of discount. Some
In Store prices may vary.
^Sale Offers: Sale includes store stock only unless otherwise stated, excludes
clearance. Products may not be available in all stores, check availability
online.
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