ORDERING AND PAYMENT
can I change or cancel my order?
If you're having second thoughts about your online order and wish to cancel it, please call our staff as soon as possible on 03 9500 1819, as we are committed to getting your order to you as soon as possible, if it has been released for processing we cannot guarantee we can cancel or change the order.
what are my payment options?
We accept Visa, MasterCard, EFT and gift cards (you can purchase gift cards in store and online). We can split payments between credit cards, all you need to do is contact us to arrange payment. If paying via EFT, please specify this is the yellow message box when checking out, alternatively you can email us with your order and we will send you back an invoice. Please note orders are subject to review.
what currency is the site in?
Prices on empind.com.au are in Australian dollars
Why can't I see postage/freight charges?
Much to our regret we cannot offer free delivery of any quantity of our items. We do have a minimum $10 post which is stipulated through the order process on the web-site ("Minimum transport charge on any order is AUD $10.00 and added to the account prior to shipping."). However, all clothing is free freight in Australia as per our website. Your order confirmations will state "Shipping & Handling To Be Charged". You are welcome to call or email us at any time to ask about freight charges before continuing with your order. If you are local, you have the option to pick up your order. We are open 9am-4:45pm Mon-Fri, unfortunately we are not open weekends. Alternatively you can have a friend, relative, or courier pick up on your behalf.
Whilst we are continually investigating the freight component it is very difficult to calculate with our numerous products online and we prefer to do it manually. For example we can put many items inside other items to make a small parcel rather than charge individually per item as you can only do on the net. Many customers order several items of all different shapes and sizes e.g. posters, sandals, fit-chairs, clothes, jewellery, pilates balls, foam rollers, chairmats, and some weigh next to nothing but are big and bulky, other items such as drinks beauty or products or CD's are breakable and there is no system that we have seen yet costing less than $100,000 that can handle anything like that.
At EMP Industrial, we aim to process your order and have it despatched the same day, in rare cases there may be a delay in shipping out your order (eg. Christmas, public holidays), these delays are shown on our home page to notify you. If you need your order super quick, we will send it Express Post, just state so in the yellow message box whne checking out, and you can call or email us for a quote.
VIC - 1-2 business days
NSW - 2-3 business days
SA - 2-3 business days
TAS - 3-4 business days
QLD - 4 business days
NT - 5-6 business days
WA - 5-6 business days
We want to make sure your product gets to you safe and sound, so, we require a signature on all of our deliveries. If you are not home to receive your package, it will be taken to your local post office where it can be collected at your earliest convenience. Otherwise you can request your order to be left, just state your delivery instructions in the yellow message box when checking out. If you have any further questions please call us on 03 9500 1819 or alternatively email us at firstname.lastname@example.org.
We ship worldwide from our Australian location. All orders to be delivered outside AUS are shipped express courier so they are fully trackable from the time they leave our warehouse.
Please be aware that orders placed internationally have a higher freight charge exclusive of GST. Please call or email us for a quote.
How is my order shipped?
We have two main ways of shipping orders within Australia, larger items are generally shipped with Toll IPEC, and smaller items that fit the requirements are shipped via eParcel (Australia Post). We will ship your order with whichever freight works out to be cheaper for your order. A signature, tracking and insurance is included in these services. However, you can request a safe drop if you have a safe place to have the goods left. We also offer express freight through both couriers.
Our address and contact details are displayed on our website, we are in a middle suburb of Melbourne, as compared to many internet retailers who display no physical address, and supply from fulfillment warehouses, whereas we carry all stock on-site and are happy to have client contact and you can even change your mind and swap items whilst in store.
Many items are large and bulky and difficult to pre-quote. As we send the items registered you will have to sign for them which is a slightly more expensive service. This is to ensure that you do receive the parcel. Before we used that service, we had many lengthy arguments over whether goods were lost or received (by others). On top of all that, Australia Post cubes many items (as small as balance pods , bulky blankets etc.) so it does not reflect dead weight, we have daily pick up and other expenses that Australia Post charges. Occasionally we also stand in long lines in post offices to send parcels express when teachers require items urgently, and that without additional charge.
when will my order be shipped?
Your order will be processed and shipped within 1-2 business days of the order being submitted. Check out our shipping FAQ’s for detailed information about shipping times.
how do I know that my order has been shipped?
do you offer gift cards?
Yes! You can purchase a gift card online or in store. Gift cards are redeemable in store or on the website and should be treated like cash as they cannot be replaced. Gift cards are final sale. When using your gift card online, just state the order number (shown on the gift card) in the yellow message box and we will debduct your balance from there. If you have further questions on this please call us on 03 9500 1819.
how do I check the balance and transaction history on my gift card?
It's really easy as long as you have your order number handy you can call, email or alternatively head into our store and ask our staff to help you.
does emp offer price adjustments or wholesale?
We do offer discounts when buying in bulk, all prices are listed on our website on each product page which anybody can purchase. Please be aware that not all items have a discount when buying in bulk, if the price discounts are not shown on a certain page then we do not offer discounts on that product.
does emp ever discount their products?
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