Frequently Asked Questions


GENERAL

Q. How do I get help?
If you have any questions about purchase of Brownbuilt Products online, please use the contact us form or call 02-9526 0555 Monday to Friday between 8.30am and 5pm.

Q. Do you have a showroom or store?
We have display units in Sydney and Adelaide. Please call on the above phone number for any product enquiries.

PAYMENT & PURCHASING

Q. What payment methods are accepted?
We accept Visa and Mastercard.

Q. Is it safe to make credit card payments on your website?
The Brownbuilt website uses the National Australia Bank gateway and offers the highest level of protection possible.

Q. How do I know what size I need?
Please refer to individual products for sizing.

Q. Am I able to add or delete items from my order once I have completed the order?
Unfortunately, you’re unable to add or delete items from your order once you have made a purchase and paid for the goods.

Q. What should I do if my credit card has been declined?
If your credit card has been declined, it’s best to talk to your local bank.

Q. Do I need an account to place an order?
No, you don’t need an account to place an online order.

DELIVERY

Q. How much is delivery?
Delivery is calculated based on Product dimensions, weight and shipping address. Free pick up by Customers is welcome – please call to arrange pick up between 8 am and 3 pm.

Q. How long will delivery take after dispatch?
Typical delivery times are between 5 – 10 working days.

Q. When will my order be dispatched?
Dispatches occur Monday to Friday excluding public holidays.

Q. Do you ship internationally?
No.

Q. Can my item be delivered to a PO Box?
No, orders can’t be delivered to PO Boxes because of their size.

Q. Does someone need to be at the delivery address to accept delivery?
Yes, someone needs be available to accept delivery, as our carrier requires a signature for proof of receipt.

Q. How do I track the progress of my delivery?
you will receive an email from us with full tracking details and information so that you can monitor your order online.

WARRANTY

Q. Are Brownbuilt products backed by a warranty?
Yes, all Brownbuilt products are backed by a 12 month warranty.

Q. What are your warranty terms and conditions?
Brownbuilt warrants all goods for a period of 12 months under normal usage, to be free from defects in material and workmanship. Brownbuilt will repair or replace (at its discretion) the product covered by this warranty free of charge when they are returned to Brownbuilt (At 1B, BOX ROAD, CARINGBAH 2229) by the customer. Brownbuilt will not bear the freight cost for return of goods.
This warranty does not cover:

  • Normal wear and tear
  • Damage arising from abnormal use, or abuse
  • Products which have not been maintained, or which have been modified
  • Any indirect or consequential loss.

This warranty applies only to the original purchase. Proof of purchase is required.