Frequently Asked Questions

faqs | THEPONCER

Have questions about the store, orders, payments, shipping, or our products?

We have listed answers to some of the frequently asked questions. See if it helps.

If you still have questions, just email us at contact@theponcer.com.au.

ORDER INFORMATION

WHERE DO YOUR PRODUCTS COME FROM?

We strive to bring a diverse group of products that we believe you will love and appreciate. We look for the best manufacturers and suppliers designing and delivering good quality products. And if the product meets our Black & White theme, we check for product quality and delivery timelines and then onboard the product.

WHAT IS YOUR ORDER PROCESS?

Our order process is very simple – once you make your purchase through the checkout, you will receive a payment confirmation email. Once payment is received, we take 1-2 business days to process and package your order before shipping. As soon as we dispatch your order, we will send you a second shipping confirmation email including tracking details to let you know it’s on its way. Once the item is shipped, we do not accept order cancellations.

WAS MY ORDER SUCCESSFUL?

If money has been captured from your account, the order has reached us and will be processed. Your order confirmation is sent to the e-mail address that you provided when placing your order. If you have not received a confirmation, please write to us at contact@theponcer.com.au.

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?

If you’re still receiving an error message after reviewing your payment information, billing and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please write to us at contact@theponcer.com.au.

WHERE IS MY ORDER CONFIRMATION?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add contact@theponcer.com.au to your safe sender list. Once your order leaves our warehouse, you will receive another notification along with tracking information.

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

We process orders very quickly so that we can get your order to you as fast as possible. If you need to change or cancel your order, please contact us immediately. However, once our warehouse has processed your order, we will be unable to make any changes.

WHY WAS MY ORDER CANCELED?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please write to us at contact@theponcer.com.au and we will ensure we process your order. Or, due to any unforeseen situation at our end, if we are unable to deliver the product as requested, we will let you know if we cancel the order. Refunds will be initiated at the earliest.

WHAT IS YOUR RETURN/EXCHANGE POLICY?

For more information see our Returns Policy page. Please make sure that you understand our Return Policy and ensure that all criteria are met before physically sending any items back to us.

MY ORDER HASN’T ARRIVED ON TIME, WHAT DO I DO?

If your order has not arrived in the specified delivery time, you can track your order using the tracking details provided to see where it is located. Please also reach out to us at contact@theponcer.com.au and we can check the delivery status at our end and provide you with an update.

 

PAYMENT & SECURITY

IS IT SAFE TO SHOP ON YOUR SITE?

Yes. We understand that the safety of your personal information is extremely important to you. We use SSL (Secure Sockets Layer) Technology which is the standard security technology for establishing an encrypted link between a web server and a browser.

We use Industry Standard Firewalls to ensure your privacy and to assist in protecting your personal data. The store is compliant with Shopify security and provides the highest level of Payment Card Industry (PCI) standards.

A padlock icon beside the store's URL is to let our customers know that our site is secure. SSL certificates are activated by default for your checkout.

SSL technology enables encryption (scrambling) of sensitive information, including passwords and credit card numbers, during your online transactions.

All of the forms on our site are secured with SSL technology so your personal information stays safe and out of malicious hands. We use secure firewalls - communication management computers specially designed to keep information secure and inaccessible by other Internet users. So you are absolutely safe while you shop at our store.

 

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We gladly accept Paypal, Google Pay, Apply Pay and most major credit cards such as Visa, MasterCard, and American Express.

IS THE PRODUCT COST INCLUSIVE OF GST?

Yes. All product costs have included GST.

WAS I CHARGED TWICE?

You will only be charged once. If you just placed your order and you received an error at first, the second charge you are seeing is an authorization. This is a common bank practice while handling credit card transactions to ensure sufficient funds and account authenticity.

This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of `your credit card.

WHAT IS YOUR PRIVACY POLICY?

Please refer our Privacy Policy for details on how your personal information is collected and how your personal information may be used.

 

SHIPPING & DELIVERY

HOW MUCH IS SHIPPING?

For most products shipping is free within Australia. Shipping fee if any depends on the product ordered, the total weight, and where we are shipping to within Australia. For more details, please refer to our Shipping Guide page. 

DO YOU SHIP INTERNATIONALLY?

We currently ship to within Australia address only. We do not offer international shipping.  This is something that will be available in the near future.  

WHEN WILL MY ORDER SHIP?

Orders ship within 1-2 business days of purchase and payment. For more details, please refer to our Shipping Guide page.

HOW LONG DOES IT TAKE FOR AN ORDER TO ARRIVE?

Delivery times can vary. It can take 4 days in metros and up to 10 days in regional areas. For more details, please refer to our Shipping Guide page.

I ORDER 2+ ITEMS BUT ONLY RECEIVED ONE... WHERE'S MY ORDER?

Since we print on demand and we have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once, they would be on the way.

 

TRACK YOUR ORDER

For order tracking details, please refer to our Track Your Order page.

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THEPONCER
+61 423 101 789
contact@theponcer.com.au
Melbourne, Australia