Frequently Asked Questions

Click the topics below to view frequently asked questions:

  1. Online Shopping

  2. Browing and Choosing Products

  3. Account

  4. Order Status

  5. Payment

  6. Shipping

ONLINE SHOPPING

How do I get help?

Our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

I need a copy of my receipt/invoice.

You will receive an invoice via email immediately alongside an order confirmation email. If you do not receive this please advise us on 1800 663 339 or shop@moddex.com.au.


BROWSING AND CHOOSING PRODUCTS

How do I search from products online?

Products can be found using keywords in the 'Search Bar' section, which is at the top right side of your screen.

How do I make changes to items in my shopping cart?

You can remove items or change quantities during the ‘checkout’ process. Or you can click on the basket icon on the top right of your screen at any time.

What if I change my mind about an item?

Please see our Terms of Trade.

What if I can’t find something I’m looking for on the website?

Our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

How do I navigate the site?

To navigate this website, simply click on a product image or hover on the products menu and select a category of interest. The product menu is located at the top of the website. TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product.

How do I change quantities or cancel an item in my order?

You can edit the order prior to completing payment by using the following options:

  1. Select the shopping bag icon in the top right corner and adjust quantities or remove products
  2. Select the shopping bag icon in the top right corner and click ‘View and Edit Cart’. Adjust quantities or remove products.

Please note that once an order has been placed, the order is no longer editable.

 

ACCOUNT

I forgot my password.

Click the "Sign In" link at the top right-hand side of our site. Under the login box you'll see a link that says "Forgot your password?". This link will send an email to you with your password.

Do I need an account to place an order?

Yes, an account is required to checkout by having an account this will also help you shop faster, manage and track your orders easily and receive exclusive email offers and previews.

To Create an Account

How do I update my account information?

To update your account information:

  1. Sign In' to your account
  2. Click 'My Account'
  3. Click 'Edit', which is found under 'Account Information’ and ‘Address Book’
  4. Make sure to hit 'Save’ after you have updated your details.

If you need help, please call our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

How do I view my account order history?

To view account order history:

  1. 'Sign In' to your account
  2. Click 'My Account'
  3. Click 'My Orders'

If you need help, please call our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

Can I change or update my email address that I use to sign in?

Yes, to change or update the email address that you use to Sign In: 

  1. 'Sign In' to your account
  2. Click ‘Account Information’
  3. Click 'Change Email’
  4. Make the changes in the 'Email' field.
  5. Enter Password
  6. 'Save Changes'.

If you need help, please call our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

How can I look up my order number?

To look up your order number: 

  1. 'Sign In' to your account
  2. Click 'My Account'
  3. Click 'My Orders' and you'll be able to view your order number.

If you need help, please call our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

How do I delete credit cards stored on 'My Account'?

To delete credit cards stored on 'My Account':

  1. 'Sign In' to your account
  2. Click ‘Stored Payment Methods’
  3. You'll then be able to remove any of the credit card details stored in your account.

If you need help, please call our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

How do I create an account?

  1. Click the "Create an Accounts" link at the top right side of the site.
  2. Enter your first & last name, email address and create a password.
  3. Select create an account.
  4. Then simply follow the prompts to complete setting up your account.


How do I edit my account information?

Click your name at the top right side of our site and select ‘My Account’ to edit your account information.

ORDER STATUS

How do I place an order?

To place an order:

  1. 'Sign In' to your account if you have one
  2. Add the items that you want to buy to the cart
  3. Once you've placed all of the items that you want to buy in your cart, head to the 'Checkout'
  4. You'll then be able to finalise your order by entering your payment and delivery details.

I'm having trouble placing an online order. What can I do?

If you're having trouble placing an order online, please call our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

What if I don't receive my order confirmation?

If you haven't received a confirmation email within 24 hours of placing your order, please call our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

What is the return policy?

Please  click here for more information on returning an item.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service on 1800 663 339 within 72 hours of receiving the product.

PAYMENT

Is it safe to enter my credit card details?

Yes, your information and online credit card transactions are transmitted through a secure connection using Secure Socket Layering (SSL) encryption technology. You can identify this by looking at the URL - 'https' the 's' indicates you are in a secure area employing SSL.

Can I pay using PayPal?

Yes, you can pay using PayPal – just select this as your preferred payment method during the checkout process.

Can I pay using BPAY?

No, unfortunately at the moment, BPAY payments are not possible.

How do I pay for my order?

You can pay for your order via PayPal or credit card. We accept MasterCard and Visa.

Can I still order online if I don't have a credit card?

Yes, you can pay using PayPal for your online order.

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. If they can't help you please call our Customer Support team is here to help you! You can contact us by calling 1800 663 339 Monday to Friday between 7.30am and 4.30pm AEST.

 

SHIPPING

Has my order shipped / is it ready for collection?

You will receive a despatch confirmation via email when your order has shipped or is ready for collection.

If your item is being delivered, you may also receive a notification and tracking details from the freight company.  

Do you ship to my country?

Currently Moddex only ships within Australia.

For NZ orders please contact MonkeyToe

When will my order ship?

Standard items will generally be shipped within 2 days of placing orders however times may vary depending on quantities.

You will receive a despatch confirmation when your order has shipped and tracking information from the transport company where available.

What are my shipping options and charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

For more information.

My order never arrived.

Please contact customer service for assistance.

An item is missing from my shipment or my product is missing parts.

Please contact customer service for assistance.

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

For more information.