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ORDERING FAQ
  Q. What happens once I submit my order?  
  Q. Can I place my order another way other than the internet?  
  Q. Can I come and see the parts prior to buying?  
PAYMENT FAQ  
  Q. Your prices are quoted in Australian Dollars. How do I convert this to my local currency?  
  Q. Can I pay by International Money Order?  
  Q. Can I pay by PayPal or direct transfer/deposit?  
  Q. Will I have to pay import duties on my order?  
PACKING, POSTAGE AND DELIVERY FAQ  
  Q. How do you package my order?  
  Q. Which countries does Vanem send parts to?  
  Q. Does Vanem send products to PO Boxes in Aust or overseas?  
  Q. What are my options for postage / shipping?  
  Q. How long will my order take to arrive?  
  Q. How can I track my order once it has been sent?  
  Q. What do I do if my item arrives damaged?  
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Q. What happens once I submit my order?  

 

A. Once you submit your order via email or phone (with all your details and the part numbers that you wish to purchase), we cross-check the availability of all parts, then calculate the total of your order with postage options and send you an order confirmation. We will advise you of the best possible postage rates, determined by the size and weight of your purchase and your location. We can also give advice about other suitable products you may be interested in, stock availability and fitment etc. If the product you order is out of stock, we will inform you of the availability. Once the invoice for the parts has been paid (and payment cleared), the parts are posted to you.

 

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Q. Can I place my order another way other than the internet?  

 

A. Yes, you can call us by telephone, send us an SMS, send us a letter in the mail or even Skype us when needing more details, (during business hours of course). If you are an international customer and you would like to ask details about parts and products but don't want the expense of an international phone call, ask for our Skype details and we can arrange a time to chat (in English) when possible.

To call us ph: +61 299538779

or Call / SMS via mobile phone:

  • For customers with in AUSTRALIA: 0431 663 367
  • International customers: +61 431 663 367.

You can also post your information via snail mail if you wish, however keep in mind that the postal delivery time and mail box checking slows the ordering process. Also it is possible that the availability of the items you are ordering may change between the time you inquire via snail mail and when we receive your order by post.

Post all mail to:

VANEM,
PO Box 286,
LANE COVE, NSW, 1595
AUSTRALIA

Note: We suggest if you are simply calling to tell us your email address, that you just email us in the first place! This avoids delays and enables us to send details to you as quickly as we can.

 

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Q. Can I come and see the parts prior to buying?  

 

A. Yes, by arrangement you can come and see certain parts before purchase such as alloy tanks etc. Note this applies to genuine customers with intentions of doing business with us. Pick up for large orders or parts that are difficult to send safely via the post can also be picked up, or may be delivered to customers based in Sydney.

If your enquiry is one for parts or details that can be done online, then those parts or details will be handled online. We are set up to service our customers best online at the moment and are first and foremost an online store. We have gone to a lot of effort to give as much detail as possible and to show the exact product pictures clearly here on this site and through additional email correspondence when required. With that said we understand buying multiple products online can still be a difficult decision at times, so start with a simple phone call or email and we can duscuss products of concern further.

Visits are strictly by appointment, at our discretion and are limited to when we have time to do so as our visiting area is offsite to our main location (which is closed to the public).

To make an appointment you will first need to:

  • fill out the visitors form that we email to you,
  • supply a day time phone number and
  • supply us with your details including bike model and year of manufacture details etc.

No details, no number - no visit. If you are a long time existing customer, certain details will not be needed.

Those we don’t have time for:

- Cloaks, sprooks, traders and dealers with big idea's doing "research visits" for their own purposes
- Cloaks from other shops who don't have their own resources, this includes puppets sent for pick ups
- Cloaks from other shops whose knowledge needs topping up about products you sell

 
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PAYMENT FAQ

Q. Your prices are quoted in Australian Dollars. How do I convert this to my local currency?  

 

A. When we receive your order we will calculate the total of your order in Australian dollars. We can clarify any concerns you may have with currency conversion before you make payment. Go to www.xe.com for approximate conversions to your own currency. The exchange rate may fluctuate between the time you do your conversion and the time that your order is processed so please allow for small variations.

We gladly accept payment via PayPal from our overseas customers, so please check the exchange rates on PayPal to be fully aware of the currency conversion costs. Note - PayPal rates differ slightly to the official exchange rates. Payment via PayPal in Australian dollars is very easy on PayPal and the currency conversion will be shown at time of payment on PayPal.

The fees for international funds transfer may be less than the fees for PayPal when dealing with large orders. In this case bank transfer is preferable and exchange rates and fees set by your bank will be applicable.

 

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Q. Can I pay by International Money Order?  

 

A. Yes, but you need to add AU$20. We apologise for this charge, but it is what the bank charges us to process the payment. If you are going to mail your Money Order via post, please warn us in advance with your details (shipping address and items desired) so we can place your order aside while we wait for your payment. Australian money orders do not attract additional charges.

Products will only be sent once all funds have cleared, so this method may take longer than expected as we are at the mercy of the bank and postal service in this situation! Any payments for goods requested and are held waiting on money orders must be paid for in full within 14 days from time of invoicing. If for any reason you are slow in arranging the money order we suggest contacting us again to ensure parts are not sold else where once the 14 day period has expired.

 
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Q. Can I pay by direct transfer/deposit or PayPal?  

 

A. Payment by direct transfer / deposit to our bank account is preferable for our Australian customers as it keeps bank charged down and enables us to continue to bring you parts at cost effective prices. We provide you with BSB and account details and it is as easy to set up. If you already use internet banking you will be familiar with the simplicity of direct deposit or you can simply pay over the counter at any Westpac bank.

Payment via PayPal is acceptable for international customers and for credit card payments. We will send a payment request / invoice from PayPal. We will also email you your proper invoice from Vanem as a PDF file with detail on the transaction. Payment is a very simple process even if you have not used PayPal before. We do recommend you take the time to set up a Pay pal account and verify your details with PayPal. This speeds up the PayPal payment process (for customers that PayPal recognises) and avoids wait times for non account users or users who are not verified.

We are happy to provide more information if you have any trouble. When paying via Paypal you will see that we are a verified business account holder and have been since 2004, so this should ease any worry for international customers worried about online purchases.

When making payments via PayPal you can transfer funds from your nominated account, pay with your credit card or from your PayPal credit balance. From customers within Australia we would like payment via direct deposit or if you prefer, money order. Cheques are also acceptable for Australian customers but of course your order will be delayed until your payment is fully cleared. Any PayPal payments for sales items will attract a small surcharge (that we get charged) and remember when paying with Paypal or e-cheques, funds will also need to be cleared prior to products being forwarded.

For more details see the PayPal website directly: www.paypal.com/

 

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Q. Will I have to pay import duties on my order?  

 

A. In some countries duty and taxes will be payable, whilst in other countries there are no additional charges. The amount if any depends on your countries specific regulations. Generally this is not a concern for customers ordering from the USA, Europe or the Oceania region with orders that are of a limited value. *Also keep in mind that you are not charged GST (Australian Goods and Services Tax) by us, so all parts for export will be invoiced excluding GST (as indicated on the invoice you receive from us). Prices shown online *include tax, this is deducted when purchasing from outside of Aust.

The details vary for each country so we recommend that when you need more information you contact the local customs office or appropriate governing body in your country. Please check all of the details regarding import regulations to ensure products being bought meet your local laws, as any import charges or costs incurred for returned products will be the sole responsibility of the customer, including postal and re stocking fee's (Payable prior to any refunds being given)..

Any fee's or charges payable prior to a refund being given will be deducted from the total of the original funds received. Re - stocking fee is 15 - 20%. So please check all details prior to purchasing goods.

 

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PACKAGING, POSTAGE AND DELIVERY FAQ

Q. How do you package my order?  

 

A. Most parts are sent in heavy-duty boxes or tough bags specially made for long journeys (and short ones!) and will be packed with care. We always try to use light weight bubble wrap and padded air bags when possible for orders where postage is charged by weight. We minimise the box size as much as we can for orders where the postage is charged on size . If your order is by Express it will be in an express bag or boxed when larger than the bag allowance.

We pride ourselves in offering a high standard of service. We are experienced with ordering and sending all of our parts, and package them as we would like to receive them ourselves. They are always packed with protection to avoid damage. We do like to reuse packing and also suggest you recycle your boxes and packing once received.

 

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Q. Which countries does Vanem send parts to?  

 

A. We send parts to most location and do world wide shipping weekly. Some of the countries as an example are as follows:

  • All of continental Europe
  • America (USA)
  • England
  • Asia, including Japan, Hong Kong, Sinapore & South Korea
  • Scandinavia
  • And New Zealand just to name a few - and of course Australia wide!

 

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Q. Does Vanem send products to PO Boxes in Australia or overseas?  

 

A. No, we do not send to PO Boxes unless discussed with us prior. You need to provide us with an address that products can be delivered to during business hours. There are no exceptions to this unless you are a regular customer or have made arrangements prior to shipping (and we have your full contact details). When ordering please provide the correct details. If you have any questions in relation to this please talk to us directly via email or phone.

 

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Q. What are my options for postage / shipping?  

 

A. Orders are processed and dispatched within a week of receiving an order when in stock. In most cases it is often within 24-48 hours from the time your payment has cleared or can even be on the day if you are a local (when arranged prior).

After receiving and order we email you:

  • to confirm your order and inform you of the postage costs and
  • to confirm we have received your payment and your order is ready to post.

International Airmail. Your item will take between 7-18 days to arrived from time we send it. The delivery time also depends on how efficient the postal service is in your country. For delivery time frames to your country see above postal links. For international orders sent by courier, details will be provided when ordering. If it has not arrived within the expected time, we recommend you contact the postal service / customs in your country (in addition to letting us know). On many occasions items are held awaiting payment of taxes / clearance at your local customs office..

ECI (Express Courier International) or EPI (Express Post International). Delivery expected within 3 - 7 days. These options enable tracking.

Within Australia - Regular Post. Delivery expected in 1 - 5 days depending on your location.

Within Australia - Express Post. Delivery typically in 1 - 2 days from time of postage (i.e. after payment has cleared).

EMS from Japan. Delivery generally in 3 - 5 days to most countries.

Cost for items to be shipped by courier will be quoted when ordering.

Special orders parts are done on a case by case basis and estimated times will be quoted at time of ordering and will depend on suppliers and postal service used.

 

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Q. How long will my order take to arrive?  

 

A. Orders are processed and dispatched within 24-48 hours from the time your payment has cleared into our bank account. If you are a local it may be possible to receive products on the day (*when arranged prior). Products however will not be sent prior to receiving funds so keep in mind that all orders are dispatched only after funds have cleared. Payments being transfered within Australia generally need two working days to be finalised, customers outside of Australia please see your banks details when making bank transfers as a TT can take up to five days to clear depending on your location.

After receiving an order we will email you:

  • to confirm your order and inform you of the postage costs, and
  • to confirm we have received your payment and your order is ready to post.

For expected delivery times for the different postal options - see question above

 

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Q. How can I track my order once it has been sent?  

 

A. For Australian customers there are no cost effective postal options with online tracking. Registered Post items however have their own unique registered number and this can be checked directly with Australia Post to confirm the item's location or for the last recorded movement of the article. We can do this if requested. We have found Australia Post to provide a consistently reliable service over many years, with very few problems with delivery of items sent to customers across the country.

For our international customers, if you have chosen the basic International Airmail or Registered Post service from Australia, there is no tracking service available. As for Australian customers, the unique registered number for Registered Post items enables us to check the location of the item with Australia Post if required.

If your order has been sent by ECI or EPI from Australia then tracking is available and all of the details will be sent to you when the order has been released, including the online tracking portal. EPI is basic tracking ECI has door to door. If your order has not arrived within a reasonable time frame simply email us and we will forward all available postal information related to your order. If you are within Australia you can contact us for the Registered Post or Express Post numbers if you have any problems or worries.

Orders direct from Japan via EMS have full tracking available and you can track every step of the way online. We will quote all relevant details when EMS is used.

Courier services vary and when tracking is available we will forward the details when ordering and inform you of the consignment number.

Keep in mind that 99% of the time when an international order has been delayed, it ends up sitting in customs waiting for you to contact customs. Keep an eye out for delivery cards or details from customs to avoid delays. Delayed local postage can simply be that no one was available to sign for a parcel and again a card may have been left.

Further details can be found at the following links:

Australian post: http://www.auspost.com.au/

Japan Post: http://www.post.japanpost.jp/english/index.html

 

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Q. What do I do if my item arrives damaged?  

 

A. If your order arrives damaged then it is likely that it has been mishandled by the postal service. We check all products prior packing and sending so if you receive a package and it is damaged or the contents are damaged please do as follows:

1. Show the postal service immediately upon receipt of the goods and have it noted and recorded that there is damage to you parcel.

2. Make sure you keep all packaging as delivered as the postal service will want to check and verify all claims.

3. Please call or email Vanem as soon as possible and we will give you further instructions if you need them.

It is very important that you retain all original, damaged packing materials. In all instances the insurance issued by the post office requires that you make a report, unless you have chosen to not purchase the insurance offered. So as stated before, insurance is recommended.

We will always make your package as damage proof as possible! (within reason of course) so unless it is run over by a truck, caught in an earthquake, swept away in a typhoon or dragged by wild horses you can have confidence that your parts will make it too you safely! Even a Yakuza hit-man's sword would have trouble, so if you have any problems and your box arrives damaged contact the postal service and lodge the detail immediately.

We will forward all relevant details if needed which are kept by us when sending the order. Ultimately any damage that has occurred in transit is between you the customer and the delivery service provider. We cannot be held directly responsible but we will help as much as possible to ensure the final out come is resolved (where possible).

 

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