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  • FAQ
  

OPERATIONS
What are the business hours of Fusion Gear?
9am – 9pm CST, Monday – Saturday. In case of any urgent out of normal business hours, your best bet is to call.

How can I contact Fusion Gear?
Please check out our
About Us page for email address. Alternatively, you can send us an instant e-mail straightaway at "Send a Question to Seller" at the page of specific product you are interested.

In case I have an item to return, how shall I do?
Please contact us at first place and let us know in advance should you need to return any item. However, Fusion Gear does not accept returns for no reason simply as an example "changed my mind".
The Buyer shall ensure the item(s) returned appropriately packed with original package in whole including all original components and accessories if any. More details concerning Return Policy can be found at page Shipment/Return.

Can I cancel my order?
- All cancellations must take place by phone within 24 hours of placement of the original order, otherwise the revision will be made as a new invoice and delivered separately.
- Orders that have already shipped out cannot be revised or cancelled.
- Item(s) on backorder can be cancelled within 48 hours of placement.

I have a warrany issue. What shall I do?
Though we do try to check each piece of merchandise before it leaves our warehouse, sometimes a defective item does make it through. You can either send the item back to the manufacturer in accordance to their warranty policies, or you can return the item to us, and we will ship it back for you after repair. If you do send the item back to us for return to the manufacturer, please include sufficient funds for return shipping.

Do you have a paper catalog you can send me?
Unfortunately, we do not produce paper catalogs at this time. In our efforts to bring you the best prices and services, a paper catalog would be counter productive when we can instantly update our website with the latest pricing and item information.

I have questions about using your product. Can you answer them for me?
We'll be happy to! Just drop us a line simply at
Contact Us. We'll get back to you within 2 business days with our best knowledge. Please be as specific as possible in your questions.

ORDERING
Can I search for an item?
Sure, you are able to search the site for any and all products that match your entry. Simply enter the item name or keywords into the search box at right-up corner or alternatively, browse by using "search an item" at our store-front on Ebay
 come up with more specific result.

Can I call in my order by phone?
To serve you in a more efficient way, our shopping cart is available 24 hours a day! Alternatively, write us an e-mail Contact Us at with the item name, quantity and physical delivery address that you intend to order.

Is it safe to order on-line?
Of course! Our site makes sure that no prying eyes have access to your personal information.

Will I be notified by you on promotions or new arrivals?
We will send e-newsletters with latest news, arrival or promotion to our customers periodically. In case, you want to unsubscribe it, just simply let us know.

I live outside Australia, can I order at Fusion Gear?
Due to increasing amounts of international credit card fraud, we can no longer process direct credit card orders from international customers. The only exceptions to this are orders from New Zealand. If you are overseas and wish to order from us, we require pre-payment in full amount through certified funds in Australian Dollars. Payment shall be made via wire transfer.

BILLING
How can I pay the order?
Generally, Fusion Gear accepts the following forms of payment.

  1. Bank Cheque
  2. Paypal
  3. Cards (debit card/credit card of Mastercard/VISA)
  4. Cash on Delivery (COD, additional fee applied at the Buyer’s cost)
  5. West Union (handling charge borne by the Buyer)
  6. Bank Transfers/Direct Deposit

I just placed an order, when do you charge my card?
We will generally charge your card when the item is ready for shipment.

What happens if the item I ordered is out of stock?
If the item you order is out of stock, we will not charge your card until we have secured the item from our suppliers that is ready for shipment. However, it is up to the Buyer’s decision whether to place item(s) on backorder.

Is GST included to the selling price?
Yes, which will be shown up at the Tax Invoice attached to the order dispatched.

SHIPPING
Will I be notified when my order is delivered?
Yes, you will be notified by e-mail after submitting order on-line or delivery. Please make sure the e-mail address provided is a correct & valid one with frequent access in order to track on your order closely.

Parcel tracking screen says it has no information on my order?
There could be several possible reasons behind, including but not limited to.

  1. Your order hasn't shipped yet (due to backorder, declined credit card, etc.)
  2. Central System at the Carrier has not updated it's database yet
  3. You entered the wrong order number into the required field
  4. We entered the wrong reference number for your package.

If several days pass and you are still unable to track your package, please give us a call and we will be happy to investigate what's happened for you.

When can I expect to receive my order?
Depending on where you want the order to be delivered, availability of the item(s) ordered and payment & delivery method, it can take anywhere between 4-14 days for a package to reach it's final destination.

What shipping service do you use?
We ship our orders by express post unless individual specified.

What are your shipping rates?
Shipping charges are subject to the actual weight quoted by the carrier. Fusion Gear has no impact on the shipping charges.

Can I assign a different carrier?
We are more than happy to use any shipping method and carrier you prefer, however, we will not be held responsible for any loss, damage or theft of items sent by alternate shipping methods. By specifying another carrier, the buyer takes sole responsibility for any lost, damaged or stolen items in their order.

Is a shipping insurance included?
No, it can be included upon request at the Buyer’s cost.