Delivery Costs and Times
Delivery charges and the time the order takes to reach you obviously depends on your location, how much you have purchased, and, what freight method you have selected. As a general rule we aim for a 24 hour turnaround from the moment your order has been received to the order being shipped from our warehouse. There are times when this may stretch out to 48 hours but that is generally a case of items being temporarily out of stock, during peak periods, or if stock is at a different location.
Couriers - We use a combination of carriers to ensure flexibility with delivery options. These services are insured and have online track and trace systems. We have standard Road Freight Shipping options, you also have the opportunity, under certain circumstances, to upgrade your shipping to "express", this option will be presented to you in the checkout if it is available.
Consignment Number Notification
All dispatched orders generate a dispatched order email advice automatically. If you do not receive any of these emails then please add omp.com.au to your email program's ‘Friends’ list. This will stop the notification emails from being classified as spam and re-directed to your Junk email folder. You may need to talk with your ISP as they can also accidentally blacklist domains that send a lot of emails.
How To Track Your Order
If your order is taking longer than expected, or, you want to find out when it will arrive, you can check its progress buy following the link and consignment number provided in your dispatched order email. You will need to enter your freight consignment number in and the ensuing search results should show you the current status of your order, and, it’s physical location. If your order is severely overdue please contact our Customer Service Team on (08) 8186 0899 between 9am and 5pm (CST), Monday to Friday. You can also get in touch with our Customer Service Team via email: Contact OMP
If a package has been damaged in shipping and it is apparent when the package arrives at your store, please REFUSE the delivery. If you have already accepted a package and then discover that it has been damaged, call us immediately. If possible please take photos of the damaged packages. If we are to put a claim into our freight company a photo provides fairly conclusive proof of where the fault lies. Be sure to save all paperwork and packing material with the damaged goods as the carrier may wish to inspect the consignment before processing the claim. Please do not return ‘damaged in transit’ merchandise yourself. Please contact us and we will make arrangements for the collection of the damaged goods, and, organise replacement product to be shipped to you. Returning the goods yourself could invalidate a claim for insurance in which case you may not be entitled to a refund or replacement.
If you receive defective merchandise please call OMP for return instructions. In most cases we will accept returns and make adjustments, however, some manufacturers prefer handling defects directly. Defects found after the product is in use usually fall under manufacturer warranty. A customer service representative will be happy to help you determine which procedure is appropriate for you.
If you feel a box has been lost in transit please call OMP with the order or invoice number and a list of the missing items. A track and trace search will be undertaken and enquiries will be made with the relevant freight company to try and locate the missing box. A claim number will be issued if the carrier does not show delivery within 10 days of the scheduled delivery date. Credit will be issued for the missing merchandise when we obtain the claim number from the carrier.
Should you receive merchandise that is missing a part please contact us. We will ensure that you are sent the part from our stock as appropriate. In accordance with a request from some of our manufacturers, we may direct the information or your call directly to the manufacturer.
Missing or Damaged Shipments
Please ensure that all boxes in your order are present, and, in a reasonable condition prior to signing for delivery. On occasion carriers may deliver orders over two different deliveries dependent on the size of the order. Please note that ground and air shipments can be assigned to separate trucks and may arrive at different times of the day. Please do not sign for boxes with exterior damage. This will immediately invalidate any insurance for ‘Damaged Goods’ and immediately becomes the customers property in its signed condition. If the box has been delivered without the driver obtaining your signature, contact the carrier before opening the package. The carrier will need to inspect the box and verify any damage before a refund or replacement can occur.