Got Questions? Call Us (07) 4632 1389

Customer FAQs

Ordering

Can I make an order by phone?
You can make an order over the phone with one of our friendly customer service consultants (Monday - Friday) 8.30am - 5:30pm AEST on (07) 4632 1389 

.How do I order online?
Our site has been built from the ground up to make shopping simple to find the product you’re looking for. Just browse our categorized products from the left hand menu, add products to your shopping cart and follow our simple checkout system, simple!

I need it now, can you speed my order up?
If the product you are ordering is in stock we can speed up your order by shipping it via a faster method at an extra cost. Just call one of our customer service consultants during business hours to arrange this service.

What payment methods are accepted?
Orders can be paid online through our secure credit card payment gateway provided by eWay. We accept VISA, Mastercard credit and debit cards. If you prefer not to use your card we also offer payment by bank cheque and money order. After your order has been made, send you cheque or money order to:

ATT: The Open Range Online Sales
PO Box 6353, Toowoomba West
Queensland 4350, Australia

PLEASE NOTE – If you pay via bank cheque or money order your order will be shipped upon clearing of payment.

Do orders include sales TAX?
All Australian customers will incur GST (Goods and Services Tax) on all orders from The Open Range.

Is there a minimum order requirement?
There is no order quantity requirement you can order as much or as little as you want.

Is there tracking provided with my order?
When your order has been shipped via Australia Post if you call our customer service consultants during business hours we will be happy to provide you with the required tracking information.

Can I change or cancel my order?
It is possible to change or cancel your order if you call our customer service consultants during business hours. Changes or cancellations cannot be made once the item/s have been shipped from our premise.

Exchanges and Refunds

Are returns and exchanges accepted?
It is possible to arrange an exchange or refund by calling one of our customer service consultants during business hours. To be eligible to receive an exchange or refund you must meet terms and conditions specified in our Refunds and Returns policy.

What is the procedure to receive a refund or exchange?
1. Contact our customer service department to lodge a exchange or refund claim. If you meet the requirements specified in our exchange and refund policy you will receive a claim number from our service department which you can use as a reference whenever you contact us.

2. The customer is now responsible to return the item/s in the same condition that they were received in.

PLEASE NOTE – It is at the customer’s expense to return the approved item/s. We do not provide refunds on shipping and handling charges. We are not responsible if the item/s is lost in transit, it is the customers responsibility to use a secure postal service to return item/s. We suggest using a tracked/traced and insured mail service.

3. Once we receive your package, it will be inspected to assure the approved item/s are in acceptable condition for a exchange or refund. Once your claim has been approved we will provide a refund to the nominated option or process an exchange for dispatch.

How long until I receive my refund?
Once we receive your package it will take up to 5 business days to process your refund. For refunds via bank deposit please allow up to an extra 5 business days for transactions.

Shipping

When will my order be shipped?
Once your order has been received through either our website or over the phone your order will be processed and shipped within 3 business days if the item is in stock at The Open Range. If the ordered item is not in stock you will be contacted by one of our customer service consultants with an ETA from our suppliers.

Can you ship to PO Boxes?
Unfortunately we will not ship to PO Boxes, a physical address is required to ship your order.

Can you ship internationally?
Currently we do not accept orders outside Australia. However we do accept orders from customers in New Zealand. If you are ordering in New Zealand give our customer service department a call for shipping costs.

How is shipping calculated?
Shipping is calculated by the dead weight of the item/s at the time of checkout.

Is shipping insurance available on my order?
If shipping insurance is required on your order, please contact our customer service consultants to place an order via phone.

Is there tracking available on my shipment?
All orders shipped with Australia Post come with a tracking number as standard. Call our customer service department to receive your orders tracking number. Once you have your tracking number you can track it through the Australia Post website at http://auspost.com.au.

General

Is The Open Range an Australian owned and operated business?
The Open Range is a 100% owned and operated business our Australian Business Number is 771 210 768 91.

Does The Open Range have a retail store location?
Come and visit our retail location and browse our in-store product range at 6 Station Street Toowoomba Qld 4350

What is your press contact?
All press inquiries should be emailed to – admin@theopenrange.com.au

I want to supply products to The Open Range how do vendors inquire?
At The Open Range we are always looking for new and exciting products to add to our range, if you are interested in supplying to The Open Range email to – admin@theopenrange.com.au

Privacy & Security

Is my order secure?
At The Open Range we take your privacy very seriously. Our site has been secured with GeoTrust SSL, one of the most trusted security SSL providers in the world. When you process your order though our checkout you are protected by GeoTrust's 128-256bit SSL encryption providing piece of mind for you when ordering online.

How do you use my information?
We use you email address to contact you for account activations, order confirmations and monthly newsletters. You can opt out of our newsletter at any time by clicking the unsubscribe link at the bottom of each newsletter. Your phone number is used to contact you for any reason to do with any order you have made from The Open Range. Your address is only used currently to ship ordered items to your doorstep, however we may send you promotional offers or other material in the future. Other than these exceptions your personal information will not be given out or sold unless requested by law agencies as part of criminal investigations.

Is my credit card information stored?
Your credit card information is never stored on our server and is processed through our secure online payment gateway provided by eWay.

Contact Us

How do I contact The Open Range?
Listed below are the multiple ways you can get in touch with The Open Range, whether you have a sales question or a general inquiry.

Phone – You can call us any time during business hours ((Monday - Friday) 8.30am - 5:30pm AEST) on (07) 4632 1389

Email – Each email is listed below depending on what department of The Open Range you want to contact.

Sales & Enquiries: admin@theopenrange.com.au