SHIPPING
What are your shipping rates?
Our postage rates are calculated based on the size, weight and destination of the parcel. You can view the estimated postage cost in your shopping cart before finalising your purchase.
How long does delivery take?
Delivery times vary based on your location and the postage method chosen. Generally, standard postage takes 5-7 business days, while express postage arrives in 2-3 business days.
Do you ship internationally?
Yes, we post to several countries worldwide. You can check the availability during checkout. For international orders over 15kg you will need to arrange freight. We will advise the weight and dimensions once ready for dispatch. Please note if arranging your own international freight demurrage fees will apply for holding orders in our warehouse.
Can I track my order?
Yes, once your order has been dispatched, we’ll send you a confirmation email with a tracking number so you can follow your parcel’s journey.
What shipping carriers do you use?
For shipping within Australia, we use Australia Post for orders under 5kg. For orders over 5kg - 20kg, we use both Australia Post and Startrack.. For orders over 20kg we freight with TNT/FedEx, Toll Ipec/Team Globals Express, TFM Xpress and other courier services based on availability.
Ordering
How do I place an order?
To place an order, simply add the items you wish to purchase to your shopping cart and proceed to checkout.
Can I change my order after I've placed it?
If you need to change your order after it has been placed, please contact our customer service team immediately. If your order contains special order parts, or requires a stock transfer from other branches, a restocking fee may apply.
Can I cancel my order?
To cancel an order, please get in touch with our customer service team as soon as possible. Please note a restocking fee of 20% applies to all cancelled orders.
Do you offer discounts for bulk orders?
Yes, we offer discounts for bulk orders. Please contact us for more details.
Products
What products do you sell?
We sell a wide variety of hydraulic parts and equipment. You can browse our product range on our online store or contact us for more details. If you require something specific which is not listed on our site please contact us and we will see if it is available through our supplier network.
Where can I find more information about a product?
Detailed information about each product can be found on the individual product page. Alternatively, you can contact us to find out more information.
Do you have a size guide?
Yes, we have a size guide available on the product pages where applicable.
Payment
What payment methods do you accept?
We accept various payment methods including credit/debit card payments, PayPal and bank transfers.
Is it safe to use my credit card on your website?
Yes, it is safe to use your credit card on our website. We use secure payment gateways that encrypt your data.
Do you offer financing or installment payment options?
Currently, we do not offer financing or installment payment options.
When will I be charged for my order?
You will be charged for your order at the time of purchase.
Returns and Refunds
International Returns
For all international returns, please be advised that customers will be responsible for all customs and duties payable.
What is your return policy?
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. The item must be unused and in the same condition that you received it. Please note a 20% restocking fee applies for returns.
How do I return a product?
To return a product, please contact our customer service team, providing your order number and reason for the return. They will provide you with a return authorisation and instructions on how to send your item back to us. Please note a 20% restocking restocking fee will apply for returns.
When will I receive my refund?
Once we've received and inspected your return, we'll send you an email to notify you. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days. (processed once weekly)
Can I exchange a product?
Yes, we offer exchanges on items that are unopened and in their original condition. Please contact our customer service team for more information. Please note a 20% restocking fee applies for exchanges.
Customer Service
How can I contact your customer service team?
You can reach our customer service team by email at sales@engmattec.com.au or by phone at 1300 1 HOSES.
What are your customer service hours?
Our customer service team is available from 8:00am to 4:00pm (AEST, UTC+10), Monday to Friday.
Do you have a physical store or showroom I can visit?
We're primarily an online retailer, but we do have a collection point for order pickups. Please note, you will be charged over the counter pricing if you come directly to our store. Please note a processing fee will still apply for pick ups. Allow 1-2 business days for pick ups to be available for collection. Once an order is ready our team will contact you.
Privacy and Security
How do you protect my personal information?
We take your privacy seriously. We use secure server software (SSL) to encrypt all your personal information, including name, address, and credit card details, ensuring your data remains private and secure.
Do you sell or share my information with third parties?
We value your privacy and never sell or share your personal information with third parties for marketing purposes. You can view our full privacy policy on our website.
What are cookies and why do you use them?
Cookies are small files that are stored on your device when you visit a website. They help us remember your preferences, understand how you use our site and provide you with personalised advertising. You can choose to disable cookies in your browser settings.
Miscellaneous
Can I leave a review for a product I purchased?
Yes, we'll send you an email inviting you to review the products you've purchased, 7 days after we've shipped the items.
How can I stay updated about new products or promotions?
The best way to stay updated is to sign up for our newsletter. You’ll be the first to know about new products and promotions.
Do you have any job openings?
Any job vacancies will be posted on our website and social media platforms. Keep an eye out for new opportunities.