FAQ
HVACShop FAQ
Need a quick answer about shipping, tracking, returns, warranty or payments? You’re in the right spot. We’ve also linked the full policy pages where you can double-check details anytime.
For full policy wording, see: Shipping & Returns, Terms & Conditions, and Privacy Statement.
Shipping & delivery
Do you ship within Australia?
Yes — we ship Australia-wide. Delivery speed and courier depend on your location and the product size/weight.
See full details on Shipping & Returns.
Do you ship overseas?
Overseas orders are handled by quotation. Please contact us first and we can organise shipping options and pricing.
How long does dispatch take?
If your order is in stock, we strive to ship from our warehouse within 3 business days. If you need an item urgently, contact us before ordering so we can confirm availability.
How long does delivery take?
As a general guide, deliveries usually take 1–3 days to reach capital cities and up to 7+ business days for remote/regional areas (after dispatch).
For the most accurate guidance (including bulky items), see Shipping & Returns.
Which couriers do you use?
We use Australia Post, TNT, Hunter Express and Toll Priority. Courier selection depends on your location and the product. Most deliveries require a signature on receipt.
Do you offer free shipping?
Free shipping may apply in metro areas. Outside metro areas, a quote may be required depending on the item and destination. Some heavy/bulky products can attract additional freight charges which may appear at checkout or be confirmed after ordering.
Details: Shipping & Returns
Shopping for common jobs? Browse: Air Conditioner Cleaning Kits · Cleaning & Preventative Maintenance · Recovery & Evacuation
Orders & invoices
How do I place an order?
Add items to cart, proceed to checkout, and complete payment. You’ll receive an order confirmation email once your order is placed.
If something is urgent, please contact us first to confirm stock and timing.
Will I receive an invoice/tax invoice?
Yes — after you place your order, you’ll receive an order confirmation email and invoice. If you need anything re-sent, email us with your order number.
What happens if an item is out of stock or on backorder?
After an order is placed, we confirm stock availability with suppliers. If an item is on backorder or unavailable, we’ll contact you by email and handle the order accordingly.
Can I cancel or change my order?
Contact us ASAP with your order number. Orders cancelled after 24 hours may be subject to an administration fee, and if an order has already shipped you may be responsible for return shipping.
Full conditions: Shipping & Returns
Tracking & delivery issues
How do I track my order?
Once your order leaves the warehouse, we email tracking information (typically within 24 hours of dispatch). Use the tracking link to follow progress with the carrier.
I haven’t received tracking — what should I do?
First, check spam/junk folders. If you haven’t received tracking within a few business days, email us with your order number and we’ll check the status.
My order arrived damaged — what now?
Please inspect packaging on arrival and note any damage at delivery where possible. Email us photos and your order number so we can assist and (where applicable) process an insurance claim.
Returns, refunds & warranty
Can I return an item if I change my mind?
Change-of-mind returns must be discussed with us first (please don’t send items back without confirmation). Items generally need to be unused and in original packaging, and timeframes/fees can apply (including restocking and freight).
See: Shipping & Returns
What if my item is faulty?
If your item is received faulty or becomes faulty, contact us with your order number and photos/video where possible. We’ll guide you through the warranty/assessment process. If the item is deemed faulty upon inspection, return shipping may be covered.
How long is the warranty?
Products are backed by manufacturer warranty. Many items have at least 1 year cover, and some products can be covered for up to 2 years. Follow any included warranty registration steps where applicable.
How are refunds processed?
Refunds are generally issued back to the original payment method used at checkout (subject to eligibility and policy conditions).
See full conditions on Shipping & Returns.
Helpful reads while you wait on a job: HVACShop Blog · Refrigerant Gauges · Vacuum (Micron) Gauges · Vacuum Pumps
Payments, Afterpay & Zip
What payment methods do you accept?
We accept major payment options including American Express, Apple Pay, Google Pay, Mastercard, PayPal, Shop Pay, UnionPay and Visa.
Can I use Afterpay?
Yes — Afterpay is available on eligible orders at checkout. Learn more on our Afterpay page.
Do you offer Zip Pay?
Zip Pay is available. See Zip Pay for more information.
Product & trade help
Can you help me choose the right tool?
Yes — we can help compare HVAC tools, cleaning kits and accessories based on what you’re doing (e.g., split-system servicing, commissioning, leak detection, recovery/evacuation).
For bulk lists or “kit-outs”, use our HVAC tool quote request.
Do you offer trade or bulk pricing?
Yes — contact us for larger orders and we can discuss bulk pricing/discounts where applicable.
Where do I find brands like Fieldpiece, Testo, Mastercool, Javac, etc.?
Browse Shop by brand to quickly filter the catalogue.
Compliance (refrigerant licensing)
Do I need a licence to handle refrigerant in Australia?
Yes — in Australia, a Refrigerant Handling Licence is required for work involving fluorocarbon refrigerants or RAC components where there is a risk of refrigerant being emitted. If you’re not licensed, book a licensed tech for refrigerant-related work.
Official guidance: ARCtick – Refrigerant Handling Licence
Contact & support
How do I contact HVACShop?
Email is the fastest option, or call us during business hours. See: Contact Us.
What are your customer support hours?
Phone support is Monday to Friday, 9:00am–5:00pm (AEST). We aim to respond to emails within 24 hours on business days.
Still stuck? Email hvacshop.com.au@gmail.com with your order number (and photos if relevant) and we’ll get you sorted.
Shipping
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Product
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.
Any question?
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.