Frequently Asked Questions

What forms of payment are accepted?

Ion Forge currently accepts payment by Paypal, by Credit Card: Visa (Verified by Visa) and MasterCard (Securecode).

Do we send orders internationally?

Yes! Ion Forge can send product orders to anywhere in the world.
We use Australia Post delivery services to send orders.
For full terms and conditions related to the services provided by Australia Post please visit the Australia Post website: http://auspost.com.au
Please note orders delivered overseas may be subject to import duties, taxes and brokerage fees. Such taxes and fees will be payable when the goods reach their destination. The liability for payment of all taxes and fees rests solely with the buyer and Ion Forge has no control or liability for these charges.

Can you indicate a low dollar value on the customs documentation for my international order?

We cannot meet any request to falsify the value of an order on an order’s customs documentation.
Not only is this practice illegal it also means that we cannot insure your package (see more below) which may mean that you are not covered if your package is lost or damaged in transit.

Are shipments insured against damage?

Delivery (Shipping) insurance (Australia Post’s ‘Extra Cover’ service) is mandatory for all international orders and is optional for Australian domestic orders.
In the unlikely event that you do have to make a claim if your goods do not arrive or arrive damaged please contact Australia Post customer service directly.
Ion Forge is not liable for lost or damaged goods. Please refer to our Terms of Purchase for further information.

When will my order ship?

Once payment is confirmed for an order we aim to have your order packaged and delivered to an Australia Post outlet for sending within 2 business working days or less.

How long will it take for my order to arrive?

Delivery times will vary based on location and the delivery service you choose. We will inform you of an estimated delivery timeframe and if applicable any tracking information on confirmation of your order.
Please refer to the Australia Post website for further information on delivery timeframes for the service you select when ordering.

I want to order three or more products. Am I eligible for a combined shipping discount?

In most circumstances, yes.  But what can be offered is dependent on the particulars of your order, the rates that Australia Post charges to deliver packages to your destination country and any single package maximum size and weight restrictions that may apply.

If you would like to place an order for three or more Desktop Speaker Stands and/or Headphone Stands please Contact Us directly with the details of your order and destination address and we will be in touch with the best possible shipping option and combined shipping rate for your order.

(Please note special discounted combined shipping rates do not apply to orders of fewer than three products [any product] or orders consisting of multiple Speaker Stand Highlight Part Colour Kits or Headphone Stand Highlight Part Colour Kits. In these scenarios the shipping calculator on the My Cart page will automatically work out the best possible rate(s) for you.)

What is your return policy?

All sales are final; we do not accept product returns unless a product is proven faulty or defective within the limited warranty period.

What is your order change or cancellation policy?

Once an order is placed and payment confirmed (you will receive an email indicating payment confirmation) your order cannot be changed or cancelled as it has likely already been sent. Orders which have been sent cannot be cancelled.
However in some circumstances payment confirmation may take up to 5-10 working days, in this case if you wish to change your order and have not received a payment notification from us please contact us via email indicating your order change or cancellation requirements.
For cancelled orders a 15% restocking fee may apply.

Are your products covered by a warranty?

Yes. Ion Forge products are backed by a limited 12 month warranty from product materials and workmanship defects. Please see our Terms & Conditions for complete details regarding our warranty policy.

How do I use a promotional code or coupon?

If you receive a discount code by e-mail or see a promotional code from any campaign, you can easily redeem this via our website.
All you need to do is enter the promotional code in the ‘Discount Coupon’ field of the shopping cart screen. Fill in the numbers and click on the ‘Apply Coupon’ button. The discount will be applied to your order and you can proceed to finalise your order by clicking on the ‘Order Now’ button.

Didn’t see your question here?

Please contact us here if you have any questions at all - we are here to help!

 

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