General Shop Questions
Postage and Delivery Questions
Login and Account Questions
Returns and Refunds Questions
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How do I place an order?
To place an order you simply click on the "add to cart" button that lines up with the product you want. You then click "proceed to checkout" and follow the prompts that are given. You will need to enter in your shipping and billing details. We highly recommend creating an account when you checkout.
What is my 'Shopping Cart' and how do I use it?
Your shopping cart is exactly the same as if you were at a general retail store. You click "add to cart" to add things into your cart. When you are done shopping you go into your cart and click "proceed to checkout". This is where you will pay for your items.
What payment methods do you accept?
Currently we accept PayPal and Credit Card. We never see your card details as when you pay you are taken directly to PayPal or into our secure checkout. If you do not have a PayPal account you can make a one off payment once you get diverted to PayPal by simply clicking "create a PayPal account/don't have a PayPal account".
I have placed an order as a guest, what happens next?
Even though you chose to be a guest you will still receive status updates to your email on how your order process is going. We highly recommend becoming a member and creating an account as you have more access to tracking numbers and order processing. You can also send us messages and we will respond a lot faster.
I forgot something on my order, how do I add it?
If it is before checkout you can simply go back and click "add to cart" on the item that you want. If however it is after checkout and you have already paid. Simply write us a quick email to let us know and we will send you a code to be able to get the missing item with free shipping. There is no need to reorder and pay double shipping. If you do so we will refund you the extra shipping costs.
How secure is your site for accepting credit cards?
You can rest assured knowing your personal and financial details are safe, our site is fully secured via GeoTrust SSL Certificate with up to $10,000 protection.
Do you support multi currency viewing?
No, we used to offer this service but it complicates things when you are transfered to our payment processor. To check exchange rates please visit XE.com
Can I cancel my order?
We understand that mistakes can be made with orders. We can cancel your order if it has not been passed on to be shipped. If you wish to cancel your order please let us know ASAP otherwise your order will be in the hands of the postal service.
How long will it take to process my order?
All orders are processed and sent with 24-48hrs.
How can I see the status of my order?
To see a constant status update of your order you need to sign into your account. In your account you will be able to view your order status and all other details to do with past orders, messages and your order tracking number. If you did not make an account when you purchased your product. You will receive an email to let you know when your order has been sent. Alternatively you can send us an email and we will respond within 24hrs.
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What delivery options do you offer?
Within Australia we Offer Registered Standard Post and Express Post. Both come with a tracking number and are insured in case they go missing. Do not buy from someone who does not send things registered. It may be a few dollars cheaper but if your parcel gets lost you are not covered for a replacement. For worldwide shipping we send Registered Airmail.
How long will it take for me to get my order?
Australian residents receive their parcel in 1-7 working days depending on where they live and the postage option they chose. International orders usually arrive in 6-10 working days. In some very rare cases it is slightly longer.
How much is postage?
Standard shipping within Australia is $9.95. Express shipping is $12.95 and International orders are $16.25-$59.95 depending on location in the world.
Will my order come with a tracking number?
All Australian orders will come with a tracking number. International orders will only come with a tracking if you purchase more than $100 worth of stock. This is to ensure we can offer lower prices than our competitors. All packages are insured.
How is my parcel packaged
All packages are sent in padded bags, satchels or envelopes, we take great care to ensure all products arrive safely to your door.
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How do I login?
Logging in is made simple, just click the tab that says "log in" which can be found at the very top of the website.
I forget my password, what do I do?
If you forget your password it is not a problem. In the login screen you will see an option that says "forget your password?" Just click this and enter your email address you used to register your account. Your new password will be sent to your email address immediately.
I haven't got an account, how do I get one?
Up the top of the screen there is a tab that says "create an account" click this and follow the prompts. Alternatively, when you are making your purchase at our store you are asked if you wish to make an account.
What is the benefit of having an account?
We highly recommend making an account on our site. It helps with orders and helps keep you informed on how your order is going. In your account you can see your current order status, your recent items, all your personal and address details, shipping numbers of orders and you can also send us private messages which will be answered a lot faster than just a typical email would be.
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Can I return an item that I do not like?
We can accept returns if the product that you order is faulty or damaged, usually we don't accept returns for change of mind but it depends on the situation. Send us an email and we can sort the problem out..
What can I do if my parcels contents are faulty or damaged?
It is very unlikely that your product will be faulty. They are of the most highest quality and are put through quality control measures. If you think they are faulty send us a quick picture of the problem and we can work with you to sort the problem out. As all of our products require a signature upon receiving do not accept packages that appear to be damaged.
How do I return an item?
The fastest way for us to process a return is for you to login to your account and submit a return request, this can make the return process be completed a lot faster.
Yes, simply contact us and request one, we do not send invoices with our parcels as some of our customers are buying their product as a gift and do not want the prices included.
Unfortunately we do not have a phone number connected at the moment, but we do respond to emails very fast, usually within 24 hours.
Currently we are an online store only so we do not offer the services of local pick up. Our private office and warehouse is located on the Gold Coast so all shipments are made from this area.
People with extreme low vision really need to go with an electronic magnifier, this is because when you go electronic you can have both a high magnification as well as a larger viewing area, and this cannot be accomplished with standard optical lenses.
The general rule with a magnifying glass is the larger the lens the smaller the magnification has to be. This cannot be avoided unless you go for an electronic magnifier.