What courier do you use for deliveries?
We use TNT Express to send most of our orders. However, Basic Trailer Parts reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including the Junk folder – by default it will come from email@example.com. To ensure emails reach you, add the domain basictrailerparts.com.au to your safe senders list.
Do you deliver on Weekend?
No, our courier company do not offer the service to deliver on weekends currently.
Can I track my item?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
I'm new, how do I order?
Use the Search or the menus to navigate to the part you need. Once you have found a part, check the information to confirm it is the correct part for your trailer. If in doubt feel free to call our experienced customer service team on +0476 275 881.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on +0476 275 881 to place a telephone order.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
Which credit cards do you accept?
We currently accept the following credit cards – Mastercard, VISA, Switch/Maestro, Visa Debit, Delta and Electron via Paypal payment.
How do I apply a promotional code?
You can add a valid promotion code in the Basket.
Can I use a different payment method?
Right now we only accept Visa and Mastercard through Paypal. Unfortunately, we do not accept cheque or store cards.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Do your prices including VAT?
All our online prices include VAT.
Can I get more information on a product?
Of course! Simply send us an email at firstname.lastname@example.org, or fill out our contact form.
Do you fit parts?
Unfortunately we can only supply parts, we do not offer the service to fit parts.
A part is not listed online so can you order for me?
Yes, we will do our best to order the part for you through our special orders team. Feel free to call us on +0476 275 881 to request your part.
Can I make an order over the phone?
Yes, telephone +0476 275 881, our specialist team is available to take your order from 8:30am to 4:30pm Monday to Fridays.
How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.
If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +0476 275 881.
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
It says out of stock on your website for my part. How long will it take to get in?
Items which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimate time please call call us on +0476 275 881.
The item I bought is now in sale, can I get the difference refunded?
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.
Where is my order?
Most of our deliveries are sent via TNTExpress and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account
How can I make a complaint?
In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. To file a complaint, simply contact us here.
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Why does my order state available, and then find out I have to wait extra days for delivery?
We sell some item we do not stock, but available to order. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it.
Why am I missing an item in my delivery?
There could be a number of reasons why an item is missing in your delivery: the item is temporarily out of stock; the item was dispatched separately; or the item was classed as fragile and may be handled separately, due to the delicate nature of the product.
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area
Can I pay for a Click&Collect order online?
No, currently we only offer the service to collect and pay in store.
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
How do I return an item?
For information on returning an item please Click Here.
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days.
What do I do if I have received a damaged item?
For damaged items, please contact us through our contact form or you may send an email directly to email@example.com.
What do I do if my part is faulty?
If you received a faulty item, please feel free to reach out to us by using our contact form or sending an email directly to firstname.lastname@example.org.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
How do I make a complaint?
If you are not happy about any service we offer or you have a general comment, feel free to write to us on email@example.com.