FAQ - KDAC

Frequently Asked Questions
This page addresses the most common inquiries we receive daily. If your question isn’t answered here, feel free to reach out to us directly.

Shipping Information

Why does checkout only show "Pick Up From Store" and no shipping option?
This happens when your cart includes bulky or heavy items (over 20kg) that exceed the limits of Australia Post or standard couriers. Don’t worry—we can still arrange shipping! Contact us at info@kdac.com.au for a custom shipping quote using our network of carriers. If the quoted cost works for you, we’ll proceed; otherwise, you can cancel or arrange your own transport (just let us know your plans).

Which shipping companies do you use?
KDAC partners with Australia Post and various couriers like Couriers Please, Fastway, TNT, and Toll IPEC, depending on your order and location.

How long does it take to ship my order?
We pack and ship orders within 1-2 business days of payment, Monday to Friday (weekend orders ship on Monday). All shipments depart from our warehouse in Fairfield, NSW. Once shipped, you’ll receive an email with tracking details.

  • Delivery Estimates (via Australia Post Parcel Post):
    • Metro Sydney: Next day
    • Regional NSW (incl. ACT): 1-3 days
    • Metro Brisbane & Melbourne: 2 days
    • Metro Adelaide: 3 days
    • Metro Perth, Darwin, Tasmania: 4-5 days
    • Other areas: 2-10 days

These are guidelines only—KDAC and Australia Post aren’t liable for delays. Events like natural disasters may affect delivery; we’ll keep you updated as best we can.

How much does shipping cost?
Shipping rates are calculated based on your location, with all items sent from our Fairfield, NSW warehouse. We pass on carrier costs directly, with no added fees. Rates start as low as $7.80, depending on weight and destination.

Do you offer local pickup?
Yes! You can pick up orders at:
KDAC
PO Box 1234, Fairfield NSW 2165
Hours: Mon-Fri 8:30 AM – 5:30 PM, Sat 9:00 AM – 1:00 PM (closed Sundays and public holidays).

Why haven’t I received my package yet?
We aim to ship within 24-48 hours of payment (business days only). If there’s an issue with your address, we may be awaiting your clarification. If it’s been over 10 business days since payment, contact us with your name and order number at info@kdac.com.au, and we’ll investigate.

I received the wrong item—what now?
If we’ve sent the wrong product, we’ll cover all shipping costs to fix it. Mistakes are rare but can happen with our large inventory. Please email us at info@kdac.com.au with:

  • What you received
  • What you ordered
  • Your order number
  • Whether you’d like to keep the item (we can offer a discount or credit if you do)

For returns, we’ll refund shipping costs upon receiving the item, but use a trackable service—we’re not responsible for lost returns. Refunds match your original payment method; for bank deposits, provide your account details.

Do you drop ship items?
No, KDAC doesn’t drop ship. All products are in-house and ready to ship. If an item is out of stock, we’ll process refunds immediately.

Warranty & Returns

Are products covered by warranty?
Yes, products carry their manufacturer’s warranty, valid in Australia only. Accessories (e.g., batteries in a smoke alarm) are excluded.

Is warranty transferable?
No, warranties apply only to the original buyer and aren’t transferable, even for bulk purchases.

Does warranty extend if an item is replaced?
No, the warranty covers only the original product and doesn’t reset with replacements.

Who pays for warranty-related postage?
Beyond our 30-day return period, shipping costs for warranty claims are the buyer’s responsibility both ways. You can deal directly with the manufacturer for their warranty process, which may offer different freight options.

My product was damaged in shipping—what should I do?
Contact us within 3 days of delivery at info@kdac.com.au with your order number, item details, and (if possible) a photo of the damage. We’ll respond with a solution.

What’s your return policy?
See our full policy here: https://www.kdac.com.aupages/delivery-returns. Returns are accepted within 30 days of receipt, with proof of purchase (your invoice), for unused items only. Contact us at info@kdac.com.au with any questions.

Can I drop off returns in person?
Yes, bring returns to:
KDAC
PO Box 1234, Fairfield NSW 2165
You’ll need to complete a Return Authorization (RA) form and include proof of purchase.

Listing Errors

Something seems off in a listing—is it a mistake?
Errors are uncommon but possible. If pricing, shipping, images, or details look wrong, email us at info@kdac.com.au ASAP. We’ll fix it and, for pricing errors, notify affected buyers promptly. We appreciate your understanding as we work to minimize such issues.

Payment Information

How can I pay?
We accept PayPal, Bank Deposit, Mastercard, Visa, American Express, Afterpay, ZipPay, Apple Pay, and Google Pay. Cash or card payments are also accepted for in-person pickups.

  • Cheques/Money Orders: Require processing time before shipping.
  • PayPal: Ships within 1-2 days; e-Cheques may take 5 days to clear.
  • Bank Deposit: Use your order number as reference, notify us at info@kdac.com.au, and allow up to 3 days for funds to appear (we bank with Commonwealth Bank).
  • Credit Cards: Not accepted over the phone, only in person or online.

Contact Us

How do I get a quote for multiple items or bulk orders?
Email us at info@kdac.com.au with the items you need, your full name, contact details, and shipping address. Bulk orders may qualify for discounts, and we stock items not listed online. Quotes take time, so please be patient.

Can I contact you by email?
Yes, reach us at info@kdac.com.au. We’re open Mon-Fri 8:30 AM – 5:30 PM and Sat 9:00 AM – 1:00 PM (closed Sundays and holidays). Weekend emails are handled as staff availability allows—expect a reply within 24-48 hours.

Can I contact you by phone?
For phone support, email us at info@kdac.com.au with your number and a brief description of your query. We’ll call you back within 24-48 hours, prepared to resolve your issue efficiently.

Contact Details
Email: info@kdac.com.au
Phone: (02) 9726 3111
Website: https://www.kdac.com.au
Address: PO Box 1234, Fairfield NSW 2165