Need help? Get in touch
How come you never call? That’s because we don’t have a phone. We handle all our support and enquiries via email when we’re in our office located in Melbourne, VIC. We sell exclusively online to provide incredible value while focusing on saving the planet one bidet at a time!
Frequently asked questions
We aim to despatch all orders within 2 working days. Estimated delivery for metro areas is 2-5 business days and remote areas around 5-10 days. Since our warehouse is based in Melbourne, our delivery around Melbourne, Geelong and Bendigo can be the next business day.
All of our products are kept in our secure warehouse which isn’t accessible to the public.
As all deliveries will require a signature, we would recommend that you are at the agreed shipping address on the day of delivery. If you’re not at home, the courier may leave a note or leave the package at a local depot. We recommend keeping an eye on your tracking number to stay up to date on the status of your package.
We don’t deliver to Australia Post-owned properties which includes post offices, PO boxes, locked bags, parcel lockers or parcel collect locations because Australia Post restricts delivery to these locations. All our deliveries requires a signature upon delivery.
At this stage we don’t but please email us at help@bidetry.com and do let us know your interest as we are considering opening the doors to international delivery in the near future.
Unfortunately we are unable to cancel or amend the details on an order. This is due to the extensive automation that happens behind the scenes which triggers multiple touch points during the fulfilment process.
The billing address must be linked to the credit card or payment provider you will be using when you place the order. We would recommend shipping to the billing address however it is possible to ship to an alternative address.
As soon as we receive your order on our site, it’s instantaneously transmitted to our shipping team where the address data is then automatically passed on to the delivery courier. In the meantime, your products are carefully packed and boxed, ready for dispatch. We aim to dispatch all orders within 2 working days, except for our signature product which are custom made to order.
Perhaps you were not at home for multiple delivery attempts? Unless we hear from you, your order will be refunded minus the shipping cost.
We want you to be happy with your purchase but if you need to return something, you have 14 days from the delivery date to request and despatch a return. If the product has been opened, touched or used, we are unable to accept the product for return due to health and safety regulations. However, if the item you received wasn’t what you ordered or is deemed faulty under the terms of our warranty, we’d love to help. Please take a digital photo or video of your item showing any damage, missing parts, or other product fault and email help@bidetry.com for our customer support team to assist. The original shipping costs are non-refundable, return shipping is on you and a 20% restocking fee applies to the value of the returned product.
Please refer to our return policy. If the product has been used, we are unable to accept the product for return due to health and safety regulations. Please be mindful that our team will investigate the product upon return delivery and if it is deemed to be used, we will list your return order as a breach of our health and safety regulations and no refund will be made.
The item must be unopened, unused, and still packed in its original state. To send something back you’ll need to email help@bidetry.com and state your order number and the email address you used to place the order. Please note that shipping costs are non-refundable. All costs associated with returning products are your responsibility. If your products are post stamped outside the 14-day return window, we reserve the right to refuse the return.
Yes, all of our products come with a manufacturer’s return-to-base warranty that covers all parts and labour for 12 months. A “return-to-base” warranty means that you will need to cover the cost of returning the goods to us for any reason. If you do find a fault with the product that is under warranty, you should contact our support team so they can attempt to troubleshoot the problem and advise next steps.
In the unlikely event that you believe your product has a manufacturing defect, you need to let us know within 14 days from delivery. If your product develops a noticeable problem at any time, please take a digital photo or video of your item showing the defect and email help@bidetry.com for our customer support team to assist.
We can offer a repair service if there’s a fault or problem outside the warranty period but this will depend on the issue. If you think that the repair needs our specialists, please contact us at help@bidetry.com with digital photos and videos of the problem and we will send you a quote for the estimated repair cost and shipping.
If the driver attempted delivery but no one was home, or it wasn’t safe to leave the parcel unattended, the driver will leave a card and scan the parcel for redelivery. You will need to follow the instructions and book a redelivery. If it’s not booked for redelivery within five days, the parcel will be returned. Depending on the courier, the parcel could be delivered to a nearby location for collection. You will be given the details directly by the couriers for the pick up location.