Frequently Asked Questions

SHIPPING

1. When will my order be processed?
Orders are processed Monday through Friday. Orders placed before 11:00 PM (local time) will begin processing the next business day. Orders after 11:00 PM are processed one business day later.

2. How long does order processing take?
Order processing typically takes 1 to 3 business days (excluding holidays). You'll receive a confirmation email once your order has shipped.

3. How long does shipping take?
Shipping transit time is usually between 5 to 8 business days, depending on your location and selected shipping method.

4. How are shipping costs calculated?
Shipping costs are calculated at checkout based on your delivery location, the size of your order, and weight. You'll see the total shipping cost before completing your order.

5. Will I receive tracking information?
Yes. Once your order ships, you'll receive an email with your tracking number and shipping carrier details. Please allow up to 24 hours for tracking to become active.

6. Who can I contact for shipping-related questions?
Feel free to email us at info@fibrecement.shop with any shipping inquiries.

RETURNS & REFUNDS

7. What is your return window?
You may return or exchange an item within 30 days of the purchase date.

8. What condition must products be in for a return?
Items must be in new, unused condition with all original packaging and materials included.

9. How do I return or exchange an item?
Returns and exchanges are processed in-store only. Please contact us to arrange your visit or get additional instructions.

10. Are there any restocking fees?
No. All returns and exchanges are completely free of charge.

11. When will I receive my refund?
Refunds are typically processed within 10 business days after we receive and inspect the returned item.

12. Are there items that can't be returned?
Items damaged by misuse or returned after 30 days may not be eligible. Special/custom orders may have different return terms—please contact us for details.

PAYMENTS

13. What payment methods do you accept?

We currently accept the following method of payment for all online purchases:

PayPal

14. What currency are your prices listed in?
All prices are in Australian Dollars (AUD). International customers may incur currency conversion or transaction fees from their banks.

15. When is payment required?
Full payment is required at the time of purchase, unless otherwise arranged (e.g., trade credit).

16. Will I receive an invoice?
Yes, a detailed invoice will be emailed after successful payment. Contact us if you need it in a specific format.

17. Is my payment information secure?
Yes. We use secure, PCI-compliant payment gateways, and we do not store your full payment details on our servers.