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Customer Service

  • Shipping & Delivery

    We deliver by Australia Post, Australia Post Express, Australia Post Courier, Australia Post and Fastways Couriers. Shipping methods depend on the product and the most suitable carrier.
    We will always endeavour to despatch your goods the date your payment is received. Freight time may vary according to your location however most goods will be received within 3 working days. Please advise us if your goods have not arrived in that time frame and we will work with you to locate and track your goods. 

    Delivery times are Monday to Friday, excluding Public holidays. MADPAC Pty Ltd continues to make every effort to deliver your product within the estimated delivery times provided. Estimated ship times may change due to changes in supply or circumstances beyond our control, however we do not guarantee that we will deliver within this time frame. If your product has not arrived after the estimated delivery time, please contact us

    Online orders will receive an email confirmation when your order has been dispatched. 

    For more information please visit "My Account" section on our website to view the delivery status of your Products. 

    Unless otherwise stated, we will deliver your products to the address indicated on your Order Confirmation. If no-one is available to take delivery of your products, our carriers will leave a card so you can collect product from your local Post Office. Where delivery is by our courier service and no-one is available to take delivery, they will leave a card requesting you to telephone them to arrange a suitable time and date for delivery.

  • Privacy & Security

    Your privacy is important to MADPAC and we understand that you value your privacy and wish to have your personal information kept secure. This privacy statement provides information about the personal information that MADPAC collects, and the ways in which MADPAC uses that personal information. 

    Collecting Personal Information 
    MADPAC may collect and use the following kinds of personal information: 

    information that you provide for the purpose of dealing on a commercial basis with MADPAC 
     information about transactions carried out with MADPAC 
     information that you provide for the purpose of subscribing to the services offered by MADPAC 
     any other information that you send to MADPAC 

     
    Using personal information 
    MADPAC may use your personal information to: 

    send to you products that you purchase; 
     supply to you services that you purchase 
     send you statements and invoices; 
     collect payments from you; and 
     send you marketing communications. 

     MADPAC may disclose your personal information to the extent that it is required to do so by law, in connection with any legal proceedings or prospective legal proceedings, and in order to establish, exercise or defend its legal rights. MADPAC does not sell nor give your details to any third parties unless otherwise stated in this Privacy Policy. 

    Securing your data 
    MADPAC will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. 

    Updating this statement 
    MADPAC may update this privacy policy by posting a new version on the company’s website. You should check this site occasionally to ensure you are familiar with any changes. 

    If you have any questions about this privacy policy or how MADPAC treats your personal information, please write by email to sales@madpac.com.au

  • Returns & Replacements

    Return Of Goods 
    It is at our absolute discretion if refunds, credit or replacements are offered should you have changed your mind about the product, make an incorrect choice, or failed to verify and accurately provide information when placing an Order. 

    If the goods are accepted by us for return we may impose a $30 restocking fee and you may be required to pay for the postage charges. 

    Product Problems After Delivery Should the goods be delivered to you in a state of disrepair you are required to advise us within 3 working days so we can register a claim with the carrier. We may ask you to evidence the problem to assist us with processing the claim and the replacement of the goods however we will always endeavour to expedite replacement of the goods to reduce inconvenience to your business. Should you contact us outside the 3 working day period customer service management will consider each claim on a case by case basis on its merits. 

    Where we agree to replace the Product or credit you the purchase price of the Product, you must first make arrangements with us to return the damaged Product to us. We will make arrangements with you for the return of the Product. The delivery time for replacing the Product will be the same as stated for the original Product. 

    Organising the Return of Defective Products Where you received a damaged product please return the product to: MADPAC Pty Ltd 2 Windsong Street Eatons Hill Qld 4037 Australia 

    Where you have received a damaged Product by our Courier Service, we will make arrangements with our Courier Service for collection of the Product, and will notify you when they will collect the product from you. 

    When a Replacement Product is arranged: A replacement for the same product that you ordered will be shipped to you at our expense. The delivery time for the replacement Product will depend on availability. 

    When, at our discretion, a Refund is arranged: No refund will be given to you until we have received the Product from you. Refunds will be issued by PayPal or to your bank account depending on the method of payment. Please contact us if you have any questions on this topic. Contact us at sales@madpac.com.au

  • Ordering

    VIEWING ORDERS 
    If you are a registered customer you can view your orders by clicking on "My Account". You can view recent orders, change account information, view your product reviews, subscribe to our newsletter and reorder products. 

    UPDATING ACCOUNT INFORMATION 
    If you are a registered customer updating your account details is easy! Please make sure that all your details are up to date to save on double delivery costs. Please visit "My Account"

  • Payment & Pricing

     



    We currently accept PayPal, Visa, MasterCard and Bank Deposit only. We process all credit card payments manually through a separate secure website. After you Submit your order we then process your transaction at the end of the day. This is safe and secure and requires a manual transaction. Orders placed on a weekend or a Public holiday may be processed the next business day. Business days are Monday to Friday, excluding Public Holidays. For PayPal payments, we receive an email once payment has been received. Pricing may change without notice however we will contact you before dispatching your goods if there is a price variation.