Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ) main image Frequently Asked Questions (FAQ) image

Find answers about orders, shipping, returns, payments, and using PartsBox.com.au.

General

What should I do if I find a problem with the website?
We’re sorry for any inconvenience. Please Get In Touch with details (device, browser, and a brief description). We’ll investigate and fix it quickly.

How can I contact PartsBox.com.au?

  • Use our Get In Touch form
  • Email: connect@partsbox.com.au

Shipping

How will you ship my order?

  • Australia Post — Standard & Express parcels
  • TNT — Dangerous Goods, bulky or large items

How can I track my delivery?
We’ll email you a tracking number within 24 hours of dispatch. Tracking updates appear once the parcel is scanned by the carrier.

How long will delivery take?
Orders typically dispatch within 24 hours (Mon–Fri, excluding public holidays). Delivery times may vary during peak periods.

Estimated Delivery Times:

Method Metro Regional Remote
Australia Post — Express 2–3 business days 3–5 business days Up to 10 business days
Australia Post — Standard 3–5 business days 5–7 business days Up to 10 business days
TNT (Bulky/DG)* 1–3 business days Varies Varies

*Orders placed before 2pm are generally faster. Actual delivery depends on location, carrier capacity, and stock availability.

Other shipping info:

  • Partial shipments may occur; you’ll receive tracking for each parcel.
  • PO Boxes & Parcel Lockers: Small items only via Australia Post. Bulky/DG items cannot be delivered to PO Boxes.
  • Signature on delivery: Required by default. You can manage Authority to Leave via your Australia Post account.
  • International shipping: Not available (Australia only).

Why is shipping higher on some products?
Freight is calculated by carriers based on weight, dimensions, distance, and items requiring pallets or special handling. Lighter items use flat-rate options to keep costs low.

Why was my order shipped in a different-branded box?
To reduce waste and costs, we reuse supplier cartons or create custom packaging for unusual shapes. Your item will still be protected for safe delivery.

Can I pick up my order?
Pickup isn’t available currently. Australia Post offers 24/7 Parcel Lockers at many locations—see AusPost for details.

Orders

Can I change or cancel my order?
Yes—if the order hasn’t shipped yet. Contact us as soon as possible (orders usually dispatch within 24 hours).

What if I can’t find the product I’m looking for?
We’re adding products daily. If you can’t find something, Get In Touch—we may be able to source it for you.

I’m not sure which part I need—can you help?
Absolutely. Our team can help you identify the right part. Contact us with your vehicle details (make, model, year, VIN where possible).

Products

“Add to Cart” vs “Order Now” — what’s the difference?

  • Add to Cart: In stock—ships per the delivery estimates above.
  • Order Now: More stock inbound or ordered from supplier. Lead time varies; we’ll confirm ETA after purchase.

Can I place a hold or layby?
Not at this time.

How do I provide feedback about an item?
We’d love to hear from you—please Get In Touch.

Accounts & Payments

Which payment methods do you accept?

  • PayPal
  • Mastercard
  • Visa

Are your prices in Australian Dollars (AUD)?
Yes. All pricing on PartsBox.com.au is in AUD.

Do you price match?
We don’t offer price matching. If you believe an item is mispriced, please Get In Touch with details and we’ll review it.

Returns

How do I return or exchange an item?

  1. Submit a return request via Get In Touch and wait for approval.
  2. Return the product in original condition and packaging.
  3. Once inspected, we’ll process a refund, exchange, or store credit per our policy.

Return shipping:
Customer-paid for change-of-mind returns. If the item arrived damaged, faulty, or incorrect, we’ll provide a prepaid label.
See our full Returns Policy and Change of Mind Policy.

Are any items excluded from return?
Yes, the following cannot be returned unless faulty:

  • Auto electrical components
  • Hazardous materials / flammable liquids or gases
  • Gift vouchers
  • Custom or tailor-made orders (e.g., seat covers, dash-mats, floor-mats)
  • Items not in original condition or missing parts
  • Sale items (unless required by law)

When will I receive my refund?
Refunds are issued to the original payment method after inspection of the returned item. Processing typically completes within 1–14 days (your bank or PayPal may take additional time to display the funds).

What if my item is faulty, damaged, or missing parts?
Please contact us as soon as possible. We’ll arrange a replacement or exchange, and provide a prepaid return label if required.