DELIVERY FAQ

Our delivery costs are based on weight and size of each item of your order and is calculated in the checkout. Some bulky items are pick up only, if your order one of these items, we will contact you to organise a preferred pick up time and date. Please use the estimate shipping & tax option when checking out to see the shipping charge.

Delivery

Most orders begin processing as soon as your online purchase is completed. Delivery times vary depending on how far away your delivery address is from our warehouse in Melbourne. Australian Eastern Seaboard (Sydney, Melbourne, Brisbane) metro deliveries should take approximately 4-6 business days to be delivered, after it leaves our warehouse. Country locations, and deliveries to other states will take longer, approximately an additional 5-9 business days after the parcel leaves our warehouse.

We are unable to estimate delivery times for overseas orders.

 

Please note:

Please keep in mind that occasionally, unforeseen circumstances may occur which could add another day or two to these times. Our warehouse is closed on public holidays in Sydney , Australia. For orders placed on, or the day before one of these dates, delivery time will be extended by 1 - 2 working days. During sale periods, orders may take an extra 2-3 business days to process.

Due to logistical difficulties in making deliveries to certain countries and areas, we reserve our right to cancel your order and/or make such order subject to additional terms and conditions (including without limitation to requiring such orders to be conditional upon a minimum value of products being ordered in a single transaction). Our Customer Service team will notify you of cancellation and/or such conditions as soon as reasonably practicable after you place your order.

 

Can my delivery address be different from my billing address?

Yes, it is possible. During the checkout process you can choose different addresses. Please note that this option is only valid for addresses within the same country.

 

How do I track my order and delivery status?

Once your order has been dispatched from our warehouse you will receive a shipping confirmation email

 

Can you ship outside of Australia?

The Grasshopper Promotional Store can deliver to some overseas locations, all orders not in Australia will need to be paid for by using eway. (See Payment information page for more information)

 

What do I do if my question isn’t covered here?

If you cannot find the answer to your question here, we recommend you to call our Merchandise Store customer service team by email at sales@ghpa.com.au or call 1300 472 774 and let the advisor know the details of your order and / or about your question.

Our Merchandise Store customer service team is available Monday through Friday from 8a.m. to 5p.m. (AEST)and are happy to assist you.

 

ACCOUNT FAQ



Why should I sign up for an account?

Do you want to get exclusive access to top products at special prices? News and offers about Grasshopper Promotional? The ability to review past merchandise purchases in Order history? If the answer is yes, you should sign up now!

 

What if I forget my account password?

If you have forgotten your account password, please click on Sign In and then on the “Forgotten password” link and we will email you a new one straight away.

 

I am a Grasshopper Promotional Trade Customer can I order Merchandise online and use my Trade account?

Yes, If this is the first time you have used the Merchandise store you may have to re-set your password. Follow the Forgotten password instructions above.

Once you have added all the items you require make sure you choose “add to my corporate account” in the payment options. If this option is not showing please email accounts@ghpa.com.au to get this actioned for you.



Do I need to register in order to buy merchandise online?

Registration is not required. You can always place an order at the Grasshopper Promotional Store as a guest. At the same time - if you plan to make regular purchases through our site then we recommend that you register. This will save you time when re-ordering at the Grasshopper Promotional Merchandise Store.

 

What do I do if my question isn’t covered here?

If you cannot find the answer to your question here, we recommend you to call our Merchandise store customer service team at sales@ghpa.com.au or call 1300 474 774 and let the advisor know the details of your order and / or about your open question.

Our Merchandise store customer service team is available Monday through Friday from 8a.m. to 5p.m. (AEST) and are happy to assist you.

 

PAYMENT FAQ



What payment methods do you accept?

At the Grasshopper Promotional Merchandise Store we accept the following payment options:

Visa, Mastercard via Eway payment. Please note that all orders not from Australia must be paid for by eway.

 

Can my delivery address be different from my billing address?

Yes, it is possible. During the checkout process you can choose different addresses. Please note that this option is only valid for addresses within the same country.

 

How do I checkout?

 

Our simple checkout process is designed to help you complete your order and finalise your online shopping visit quickly and easily. If you have already registered your e-mail address with the Grasshopper Promotional Merchandise Store, or created an account at our online store before, you can use your e-mail address to login. Otherwise, you can check out as a guest or create an account. Having an account will give you access to handy features such as the address book and your personal order history.

The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically.

If you have stored an address during previous checkouts, you can also use the address book to select this address. Next up is the payment information. You can either choose to pay with credit card or Eway.

Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page. Please note that to ensure the safety of your data, your debit or credit card data will not be stored on our systems. When you have completed your payment information you will enter a screen with your Grasshopper Promotional Merchandise Store order overview.

Please check all the information on this page, since this is your last chance to correct it. After hitting “Confirm Order”, your order will be processed and sent to the warehouse. From this point on, if you have registered with the Grasshopper Promotional Merchandise Store, you can track your order in your account.

 

What do I do if my question isn’t covered here?

If you cannot find the answer to your question here, we recommend you to call our online shop customer service team sales@ghpa.com.au or call 1300 472 774 and let the advisor know the details of your order and / or about your open question.

Our online shop customer service team is available Monday through Friday from 8a.m. to 5p.m. (AEST) and are happy to assist you.

 

 

ORDERING FAQ

 

Why was my order cancelled?

Your order may have been cancelled for a number of reasons. The most common one is if the product that you ordered is unfortunately no longer in stock. Naturally we do our best to deliver all customer orders, however very occasionally; we do have issues with stock levels. If your order (or part of your order) is cancelled, the relevant amount of money will of course be released or refunded to your bank account. This will be completed within 14 days, but please be aware that your bank may take a few extra days to process the payment.

In order to get a clear understanding why your order was cancelled we recommend you to call our online shop customer service team at sales@ghpa.com.au or call 1300 472 774 and they will be able to assist you.

 

 

Can I change my delivery address or change/cancel my order if it hasn’t been shipped yet?

Once your order has been placed, it immediately starts going through our ordering process. Therefore, we unfortunately cannot cancel or change your order even if it has not been shipped yet. Once you receive your order, you may return any products you don’t want by following our Return Policy.

Your delivery address may be changed, but it depends on the time passed by after you have placed the order at our Merchandise store. Once you have received your shipping confirmation email please call our customer service team at sales@ghpa.com.au or call 1300 472 774 and let the advisor know your order number and the shipping address.

Our customer service advisor will get in touch with our carrier on your behalf and ask if it’s still possible to change your shipping address. Please note that a change is normally only possible if your order is not out for delivery. A change of address can delay the delivery by 1-2 working days.



How do I add / make changes to my shopping bag?

To add a product to your bag, choose the product you want, then select how many you want to buy before clicking the ‘Add to Cart’ button. To make changes to your shopping bag, click the ‘Checkout’ icon at the top of the page. Now you can adjust the quantity of any item in your bag, or completely remove items.

When you’ve finished making changes, click the ‘Continue Shopping’ button to return to the Merchandise store.

 

Can I exchange a product?

Unfortunately we are unable to exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our return policy.

 

How do I choose the right size?

For most clothing there’s a size chart link in the product description. The measurements are taken lying flat, with the width measured from arm pit to arm pit and the length measured from top of the collar to the bottom of the garment. Each garment differs in size please check each garment sizes before ordering.

 

Can I place an order over the phone?

Yes Feel free to call our online shop customer service team 1300 472 774, and let the advisor know what products you are interested in purchasing. They can then talk you through the process of placing your orders.

 

How do I checkout?

Our simple checkout process is designed to help you complete your order and finalise your online shopping visit quickly and easily.

If you have already registered your e-mail address with the Grasshopper Promotional Merchandise Store, or created an account at our online store before, you can use your e-mail address to login. Otherwise, you can check out as a guest or create an account. Having an account will give you access to handy features such as the address book and your personal order history. The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically. If you have stored an address during previous checkouts, you can also use the address book to select this address.

Next up is the payment information.

You can either choose to pay with credit card or Eway. Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page.

Please note that to ensure the safety of your data, your debit or credit card data will not be stored on our systems.

When you have completed your payment information you will enter a screen with your Grasshopper Promotional Merchandise Store order overview.

Please check all the information on this page, since this is your last chance to correct it.

After hitting “Confirm Order”, your order will be processed and sent to the warehouse. From this point on, if you have registered with the Grasshopper Promotional Merchandise Store, you can track your order in your account.



What kind of emails will I receive about my order?

After you have placed your order at the Grasshopper Promotional Merchandise Store, you will receive the following E-mail messages:

Order received:     

You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.

Order shipped:     

This means that your order has been shipped from our warehouse and it is on the way to you. This email will be sent out just after your parcel has left our warehouse.

Order invoice:     

Once your order has been shipped you will receive an invoice for your order.

Order returned:     

Your returned order was received at our warehouse. Your refund will be initiated, following any necessary inspections.

 

What should I do if I receive the wrong product or order?

If you have received an incorrect product, we recommend you contact our customer service advisors at sales@ghpa.com.au or call 1300 472 774 and let the representative know the details of your order and they will then assist you further. They are available Monday through Friday from 8am to 5pm. (AEST)

 

What do I do if my question isn’t covered here?

If you cannot find the answer to your question here, we recommend you to call our Merchandise store customer service team sales@ghpa.com.au or call 1300 472 774 and let the advisor know the details of your order and / or about your open question.

 

 

Our Merchandise store customer service team is available Monday through Friday from 8a.m. to 5p.m. (AEST) and are happy to assist you.

Sydney
Level 26,
44 Market Street
Sydney, NSW 2000
Australia
Melbourne
Level 2,
710 Collins Street
Melbourne, VIC 3000
Australia
Brisbane
Level 19,
10 Eagle Street
Brisbane, QLD 4000
Australia
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