Frequently Asked Questions

Can couriers deliver to remote areas?

If your address is located in a remote area for the courier of your choice, we will contact you to discuss the issue. You will need to pay an extra fees to cover the remote shipping fees from FedEx or DHL. However, if you do not want to pay any additional fees, we would suggest that you ship your order with EMS (Standard Shipping) or Flat Rate Shipping. We will refund you the difference in shipping fee.

Can you ship to a PO Box?

We strongly recommend that you provide a physical address to facilitate your order delivery.

If an item missing a manual?

1) Contact us with your order number and the product code. Explain whether there was a missing manual, or what aspect of the product’s function you need help with.

2) If a manual was omitted accidentally, we’ll give you a link where you can download it.

3) If the product has no manual, chances are we are already working on making one ourselves, and we’ll send that to you when it’s done.

If an item is missing accessories such as earphones or a cable?

1) Give us your order number and the product code.

2) If the missing part is hard to describe, please provide a photo and reference a similar product photo on www.onestopretailer.com.au

3) If we confirm something is missing, we’ll send it out to you free of charge.

If your item is delivered with some missing parts?

1) Contact us first, with your order number and product code; we will help to clarify what part is missing.

2) For major, expensive and integral product parts we may need to follow it up as a “lost/stolen in delivery”

3) If the part is small or an accessory, we will most likely be able to help you by simply re-sending it.

My product has a problem. What can I do?

Step 1

Try to troubleshoot the item by checking the manual we provide in the package. Often we can solve the problem for you without you needing to send anything back. In many cases the product seems to have a problem, but it can be solved by restarting, installing properly, or fixing an accessory.

Step 2

If you still have difficulties with your item especially for complicated products such as Car DVD Players, GPS or TV Boxes, we will recommend that you get the product installed or inspected by a qualified technician to confirm that it is faulty rather than incorrectly installed.

Step 3

Once you have confirmed the product is faulty after steps 1 and 2, you should contact us. Provide your order number and the product code and all the steps you have tried to remedy this issue. We will review your case to allow a return under warranty. So if the product doesn’t work, we’ll help you send it back to our returns address.

What if the product is broken?

Assuming the product is still in warranty and was not physically damaged, you can return it to One Stop Retailer and we will repair it.
All return cases are handled under our RMA policy: please consult customer support and do not send back any products without obtaining an assigned RMA case number from us.
Under the retailer terms and conditions, customers must pay the cost of shipping to return authorized RMA products back to One Stop Retailer. In the case of sending back repaired or replacement items, One Stop Retailer pays the return shipping cost back to you.

Can I pay cash on delivery?

No. Sorry. We can only accept payment in advance. You can use one of our secure payment methods to pay for your order.

What payment methods do you accept?

One Stop Retailer primarily uses PayPal, eWay, Stripe & Afterpay to process securely online payments.

What is PayPal?

PayPal offers a highly secure method to send money from your credit card, bank account, or stored online credit, without telling online shops your confidential credit card numbers. One Stop Retailer staff will never ask you for your full credit card numbers or PayPal login details. For your own security, please do not give this information to anyone (including our staff) and do not click on links inside emails reporting to be from PayPal. Please check on their relevant information pages for specific details.

Are the discounts offered by the newsletters the biggest across the whole website?

We could not guarantee the discounts that you gain from our newsletters are the biggest across the whole website. But you could acquire the most up-to-date and various discounts about the items you may be keen on.

Who can obtain the points for the newsletter’s subscription?

The points can be only gained by the first-time subscribers. If you had subscribed to One Stop Retailer’s newsletters and then unsubscribed to them before, you are not allowed to obtain the points again. Additionally, an email address is forbidden to subscribe repeatedly to obtain the points.

How do I unsubscribe to One Stop Retailer's newsletters or promotions?

Well, if you would like to unsubscribe to them, firstly you need to open an email. And then you can scroll down the email to the bottom, where there is a button for you to unsubscribe to our newsletters. If you forget your email, you could contact customer service centre to tackle the issue.

[]