Customer Service
At Yardgames, we are dedicated to providing an exceptional level of customer
service. We value your business and patronage and recognise the importance of
all your needs and any concerns you may have. We hope you will find this
section of our site helpful and informative.
Frequently Asked Questions
Q. After I place an order, when will it be shipped?
A. Yardgames will ship all goods within 1-3 days of orders being received with the possible exception of the Teak chess
sets 24inch in size and larger. Due to the nature of these products they may
require special packaging to be constructed to enable delivery. If this is the
case we will call the customer within 3 days of the order being placed and
discuss possible solutions. If a delivery schedule cannot be agreed upon we
will cancel the order and a full immediate refund will be provided.
In the rare situations where stock is not available for delivery within 3-5
days we will call the customer and offer a full refund if an acceptable
delivery date cannot be agreed upon.
Q. Where do you deliver?
A. We can arrange delivery to almost any location on earth. Please note that our products are large and sometimes
extremely heavy so overseas shipping costs can be high.
Q. How will my product be shipped?
A. Yardgames uses third party providers for shipping. Your shipping options will be outlined during the first step of the
checkout process (once your account has been created and delivery address
specified) before any payment details need to be supplied.
Due to the physical dimensions and weight of some of our products we endeavour to provide our customers with a variety of
shipping solutions. Please note that in our shipping page some providers may not have an indicated price/quote. This will be due to the combination of
products that you have selected exceeding the maximum or minimum dimensions for
transport with that particular agent. For extremely large products typically costing over $1,000 please call our sales
line as sometimes we can obtain slightly better rates than those generated through the automatic systems on the site.
If no valid shipping option appears we will have to manually
calculate the shippings costs for you. Please Contact Us providing
a list of the games required, your delivery country and postcode and contact
details. We will provide you with a quote within 1 business day.
Q. How much will shipping and handling cost?
A. You can get instant shipping and handling
costs by creating an account with Yardgames.com.au and placing the items you
are interested in into your shopping cart. Once you commence the checkout
process, before any payment details need to be entered, shipping options and
their full cost are outlined. If none of these options suit your needs, your
shopping cart can be emptied and you may log off, without needing to disclose
credit card details. You may then prefer to contact us for a manual quote.
You can obtain shipping and handling costs for as many delivery addresses as you would like by simply changing or adding
new addresses to your account.
Q. Can my billing address and delivery address be different?
A. Yes, once you have created an account,
select the edit account details link and you will be able to add extra delivery
addresses to your account.
Q. Do you ship internationally?
A. Yes, we can ship to almost any address
you choose.
Q. Do you sell to the public?
A. Yes, you can buy online or you can call our sales team on 1300 76 75 21.
Q. Do you sell wholesale?
A. Yes, you can direct wholesale enquires within Australia or overseas to our team via our Contact Us page. Please note
we only wholesale to qualifying businesses wanting a longterm and ongoing trading relationship with Yardgames.
Q. Do you offer discounts?
A. Yardgames is proud to support many charitable and educational organisations. More about our support for education can be
found on our Schools, Educational Facilities,
Youth Clubs & Kindergartens page. Charitable enquiries can be
made through our Contact
Us page.
Q. Do you accept purchase orders?
A. Purchase orders by arrangement with Educational Institutions, Governments and Corporations are accepted.
Q. Can we pick up our order?
A. Purchases made over the phone can be
picked up from our warehouse facility with prior arrangement during normal business hours only.
Q. Can I lay-by?
A. Yes, purchases of $300 or more may be put on lay-by for a maximum 4 months by arrangement with our sales team on 1300
76 75 21 or Contact Us
Q. How do I know if my purchase has been successful and is being processed?
A. Once you have completed the checkout process, you will receive an automatic email confirming your order and
acknowledging payment (for credit card purchases). You can stay up to date on
the processing of your purchases by logging into your account at Yardgames.com.au.
Q. What payment methods are available?
A. We accept VISA, MasterCard, cheque, EFT, money orders and PayPal. More details can be found on our Payment Options
page.
Q. Can I make changes to my order?
A. Changes can be made to your order but conditions do apply. Please notify us immediately via our sales line (1300 76
75 21) should you need to make any changes to your order. Once your order has entered the shipping process, we are unable to make changes; you will need to
return it to us for exchange/refund according to our Returns policy.
Q. Can I arrange special delivery instructions?
A. Yes, when completing your online order, insert any special delivery instructions or other requests in the Comments field during the checkout
process. We will contact you if any additional information or feedback is required.
Q. What happens if I supply the wrong address?
A. Please be especially careful when providing delivery details. If the address provided with your order is
incorrect, please Contact Us immediately
to make the necessary changes. Once your order has entered the shipping phase,
re-call charges/redirection fees (if service is available) as determined by the
shipping provider will apply.
Q. Are my details secure when ordering online?
A. www.yardgames.com.au is secured using a Comodo
(SSL) Digital Certificate. This ensures that all information you send to us via
the Internet will be encrypted. If any other user intercepts the communication
they will only be able to view an encrypted form. This makes it almost
impossible to be intercepted by an unauthorised party, as long as your browser
supports the use of encrypted data transmissions. You will know you are in a
secure environment when ordering on www.yardgames.com.au by the appearance of a
security notice when you enter a secure page (depending on browser security
settings). As well, a secure icon will appear on your browser. For example, on
Microsoft Internet Explorer/Firefox, it is a lock icon and for Netscape, it is
a key icon. A secure site can also be identified by the site’s address. For
example, when you go to our online account and checkout pages, you will notice
that the address starts with "https://", while pages that are not secure are
void of the "s" "http://".
Digital Certificates, or technically
referred to as ‘Secure Sockets Layer’ (SSL), are used internationally by all
major e-commerce sites. The industry standard for encryption technology, SSL,
is compatible with Firefox, Internet Explorer, Netscape and most other
browsers. For more information on SSL digital certificates please visit www.comodo.com or Contact Us
Q. What if I want to cancel my order?
A. With any cancellation, please contact us as soon as possible. We cannot cancel an order once it has entered the shipping
process. In the event that the product has been shipped, you will be charged
for the order. If you wish to cancel your order, Contact Us immediately
and quote your order number. Cancelled orders paid for by credit card need to
be refunded to the same credit card; you will need to contact us to provide the
card details again as no credit card records are kept. The refund transaction
is subject to a merchant processing fee of 3% of the total transaction value.
Q. What other currencies can I purchase with from your online store?
A. From any page on Yardgames.com.au, you
can switch between Australian Dollar, US Dollar, Euro, Japanese Yen, New
Zealand Dollar and British Pound. Purchases can be made using any of these
currencies and the price will reflect the exchange rate for the day of your
transaction.
Q. How can I set up an account?
A. You can create your own secure account online via the My Account
link; this will also allow you to login and edit your account, monitor the
progress of your order and create a shopping cart for you or others to use as a
Gift Registry for parties/events.
Q. How do I access my account?
A. Once you have created an account, you will receive an automated email notifying you of your login and password
details. Keep this information on file in a secure place for future reference.
If you forget your login information, contact our sales team to have your
account deleted in order for you to re-establish a new account; NO ACCOUNT
LOGIN INFORMATION IS KEPT ON FILE at ECO Imports P/L.
Your account can be accessed using the My Account link.
Q. Is there something you want that you can not find on yardgames.com.au?
A. Why not call our friendly Sales Team? You can speak to one of our customer service representatives, Monday to Friday
between 9:00am and 5:00pm (AEST). Call us on 1300 76 75 21 domestically or +61 2 9006 1680 for international calls.
You can also Contact Us
via email with any specific enquiries.
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