BT Auction Frequently Asked Questions


General Questions

1. I won an  item on eBay, what should I  do next ?

  • Checkout  :-  You need to do check out and obtain our bank account details  or  payment instructions.

  • Make Payment :- We accept various payment methods as on item listing

  • Wait for your item :-  It takes  1-5  days to get the item from us from payment.
     

2. How do I find out more technical information on the item I wish to bid on?
We have given all the technical specifications on our listing to assist  you in making purchase decision. Although our BT Auction  team are keen to following up. we do not always have the expertise to answer the very detailed and technical questions.  If we have the information you need, we will respond as soon as possible.  We suggest you to do your own research on the internet  on a wide range of product information.
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3. Can I ring you for telephone support?
Unfortunately, we do not  have telephone support on product information, but you can click on Ask Seller a Question on our Listing page.  We will reply your e-mail asap within business hours.

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Payment Questions

1. How do I pay for an item that I have won on eBay?
Please visit: http://stores.ebay.com.au/BT-AUCTION/Payment.html
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2. Can I combine shipment  for more than one item  to save postage?
We charge  50% postage  from second smaller item on combine shipment. 

e.g.  Combine of 3 items  for $24, $18,  $15  will be  $24 + $9 + $7.5 = $40.50

Maximum combined postage up to 20 kg or 10 items in one lot, exception to irregular size items.
 

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3. What payment methods do you accept?
We prefer payment via internet bank transfer as this allows us to speed up your order. If  you would like to pay by credit card, we prefer phone payment, so get your credit card ready before you make the phone call on (02) 8208 9079 or (03) 9014 0744 during normal business hour (10-5pm, Mon-Fri).  We also accept Direct Deposit, Money Order & Bank Cheque,  Paypal,  Paymate.    We are unable to send item  COD.
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4. How long do I have to pay for an item?
As stated in listing, payment should be made within 10 days from the end of auction. If you require an extension or are waiting for other items to combine,  please email us.  BT AUCTION may not hold the item or sold to someone else if payment not received with 10 days.  
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5. When will you normally confirm my payment ?
  • Internet Transfer:-  For major bank before 6 pm,  next working date
  • Westpac Counter Deposit without reference:-  instantly ( you need to inform us)
  • Westpac Counter Deposit with reference: - next working date
  • Cheque or Money Order :-  Same day  we receive your mail
  • Phone Payment :-  Instant
  • Paypal /Paymate :-  1 to 2 working day
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Shipment Questions

1. Can I collect  my item?
Unfortunately, as per our listings, pickups are not possible.  Only in special circumstances,  we may consider for other arrangement where handling fee will apply.

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2. Which carrier do you use to send my items?
We using Australia Post  for normal parcels and courier company for oversize parcels.
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3. Do I have to stay at the nominated address to sign for delivery?
No,   Australia Post will bring the parcel to your nominated address.   if  the address is unattended at the time of delivery, you will receive a Pickup Notification which you can collect from the nearest post office.    For  multiple large parcels , we recommend you to provide us with  day time business address. 
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4. Can I have my items delivered to a PO. Box ?
For normal size parcel,  in most cases your item can be delivered to a  Post Office Mail  Box address. For multiple large parcel where we have to use courier company.  PO Box  address is undeliverable.
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5. I still do not get my parcels, what can I do?

 Contact us for the a track number for your parcel so you can easily find out where your you parcel is.  Neither Australia Post & Other Courier Company do not officially guarantee the time frame for delivery. so please allow extra 2-3 days for your goods even in most case the goods will arrive as schedule.

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Warranty and  Returns Questions

1. Are BT Auction products covered by warranty?
Product warranty are stated in item listing individually.   Please refer to the description on eBay for each listing as warranty terms differ from item to item.  
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2. What is your Returns Policy?
If item  is found to be Dead or Broken on Arrival,  you must send back item  within 3 days from goods received. We can replace your item an reimbursed standard  postage you incurred. 
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3. What is your Returns Policy after 3 days?
If an item needs to be returned after the 3 day period return postage will be at the buyer's expense. You are required to e-mail us before you return anything.
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4. What is your Refunds Policy?
  • No refunds will be issued if the item arrives damaged , we will send a replacement.
  • No refunds offered if you have changed your mind about the goods.
  • No refunds are offered if the package not keep in brand new condition
  • No refunds are offered after 7 days.
  • Shipping costs are non-refundable.
     
We will  make refund  the same way as you paid us.  (e.g. If you pay us by Credit Card, We will refund to your Credit Card)
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5. Do I need any  proof of purchase for a warranty claim?
No, Your ebay user ID will be sufficient.  If you need to send back any item, please attach a paper write down you user ID and reason for return.  We will not response for any item return with no attach information.
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6. Can I drop returns back to Post Office or send it back COD?
No, all items must be sent back in the ordinary way.  Australia Post would not guarantee good will be sent if postage is not paid.  We do not collect any CODs.
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7. I  found the item description is different to the actual item I received, Can I ask for a refund?                                                                        

While all care is taken, any errors or omissions in the item details is unintentional. We do give full refund for major discrepancy within 3 days of returning the item from us. We do not provide  refund or  minor error on item description or un-ambiguous claim e.g ( it is  radish red not  red;  it is good quality  not top quality)

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Contact Information Questions

1. I have a problem with  BT AUCTION , how do I find your email address?
We are committed to resolving any issue. You can open any of our listing  then  click on Ask seller a question.  Or if you have won an item from us, you can find our email address on Ebay Item Winning Notification  Email.. 
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2. What can I do if my question has still not been answered.
We will respond  every email  asap during business hour usually within 24 hours - thank you for your patience and understanding.  If you  feel  your case  is urgent,  please email us with your Contact Fix Line  Telephone No, so we can ring you asap.

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