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Frequently Asked Questions
Q: What payment methods do you have?
A: Credit card, ZIP Pay or Purchase Order (Bank Transfer).
Q: Can you process my order OR payment for me over the phone?
A: Unfortunately, we cannot process your credit card payment for you over the phone due to security purposes. But, if you are struggling to pay via credit card, you can choose the "Purchase Order" method where we will produce an invoice with our banking details for you to pay.
Q: Why was my credit card transaction declined?
A: We use eWAY as our payment portal for credit cards, which provides strict security standards that you need to meet. Unfortunately, if they won't process it, we cannot either. This stops credit card theft and protects both parties.
• We don’t accept payments from outside of Australia.
Q: Why haven’t I received an order confirmation / invoice?
A: Order confirmations are immediately sent to the email address you provided at the checkout. If you haven’t received one; you may have entered your email address incorrectly, it may have gone to your junk folder, or your order may not have gone through.
• If you have created an account on our website you may view your order and invoice on the My Account Page: https://www.emmetts.com.au/shop/my-account/orders/
• If can't find anything in your junk, and really unsure if your order went through, you can always send an email through to shop@emmetts.com.au or call to check.
Q: When will my order be processed?
A: Orders are processed by our staff during business hours through Monday to Friday. This is usually between 8am/8:30am to 4:30pm/5pm, VIC time.
• Public holidays will effect processing times.
• Orders may be delayed during Peak Period times (September - December)
Q: Why is my order marked as “Stock Sourced – In Transit”?
A: Though we do keep a range of goods in the warehouse, some of the 70,000 items we display on our website may be ordered in from John Deere due to our limited space.
• Only the toys, clothing and merchandise will show how much stock we have. Some items will be shown as a back-order if we have to source from the supplier.
• If an item has been superseded/replaced by a newer part number, we will advise and inform you of your options.
Q: How long does it take to get goods from John Deere?
A: If the goods are in Australia, it usually takes 2-3 business days from them to us, then the average 3-10 business days from us to you. If your order is marked as "Stock Sourced – In Transfit” this is the usual process.
• If the goods are overseas, it can be 3-14+ business days from them to us, then the above average from us to you. We will inform you if this is the case, as overseas freight incurs extra charges.
Q: Can John Deere send direct to me instead?
A: Unfortunately, no. We must receive and check all goods at our dealership before on-sending.
Q: My order contains an item on backorder, when will it be sent?
A: Any orders that have items on backorder, will only be sent once they have all arrived into our warehouse. The freight on the cart is for all the items together, so that's how they will be sent.
• If you are after the items we have in stock to be sent before the backorder arrives, we would need to charge out the freight for those items separately. The cost for those will be calculated as shown on the shopping cart.
Q: How long will my order take to get to me?
A: Orders average from 3-10 business days delivery from us to you, but it does depend on locations and if we are in our peak period (September - December).
Q: How can I track my package?
A: You will receive a completed order email that contains tracking details as soon as it's lodged. Please copy the tracking number, follow the link to Fedex/TNT’s tracking page and input your tracking number to see what stage it is at.
Q: What if my order hasn’t arrived within the above expected delivery time frame?
A: You can lodge an enquiry on its where abouts with Fedex/TNT by calling 131150.
After being asked “how can I help you today?” Say “track a package” > say “Domestic” or press 1 > enter tracking number without letters > listen to the prompts on the update then ask to speak to an agent and mention you are the receiver. They will give you an update and lodge an enquiry if necessary.
Please reach out if you are having difficulty with Fedex/TNT and we'll follow the steps too.
Q: Why is the freight charge higher than others?
A: We use Fedex/TNT Road Express, so freight is calculated from our postcode to yours. This goes via a truck/van from depot to depot, so essentially you are paying for fuel from A to B.
Q: Can you airfreight goods?
A: No. We only use Road Express.
Q: Can you send via Australia Post?
A: No. As we only have an account with Fedex/TNT, and don't have an account with Australia Post, (nor do they collect from our rural warehouse) we cannot faciliate using anything other than Fedex/TNT Freight.
• Our Online Shop is a 1-person department, so, to make it easier, we use the freight company that collects from us, to collect all our large items, pallets and small parcels, all in one go, instead of driving from one side of town to another for various parcels to be dropped off etc.
Q: Why can't you send to a PO BOX, RMB etc.?
A: As we use Fedex/TNT Freight, they won't send goods to their competitors. This includes any address affiliated with them; General Post Office Boxes (GPO Box), P.O. Boxes, Roadside Mail Boxes/Bags (RMB), Community Mail Bags (CMB) etc. as they're through Australia Post.
Q: Can you send overseas?
A: No, we can only send within Australia through our Online Shop website.
Q: Can we collect in person?
A: Our warehouse is based in Horsham, Victoria, so only those that live around that area can arrange to collect their goods from our warehouse after placing a “click & collect” order online. This is roughly a 60km radius.
• You will be required to produce I.D. that matches the order to collect your goods.
Q: Can we view the range of goods you have in person?
A: As we are a warehouse, you can’t view our goods in person.
• But if you are near one of our dealerships, you may be able to see a sample of what we might have. Find stores here: Emmetts Dealership Contact Details.
Q: What if I already have an Emmetts Account with a branch?
A: Those that already have an account with Emmetts can use the "Purchase Order" method. After confirming details, we can place your online order onto your account. You will still be charged freight if the courier is collecting it.
Q: What if I can’t find the part I’m after on your website?
A: We do our best to have all parts showing online, but if you believe the part number you require isn’t coming up, please send an email with the part number you are looking for here: https://www.emmetts.com.au/shop/enquiry/
Q: What is your refunds/return/cancellation policy?
A: Please read that here: https://www.emmetts.com.au/shop/refund-policy/
If there's something else, please reach out by emailing us at shop@emmetts.com.au
A: Credit card, ZIP Pay or Purchase Order (Bank Transfer).
Q: Can you process my order OR payment for me over the phone?
A: Unfortunately, we cannot process your credit card payment for you over the phone due to security purposes. But, if you are struggling to pay via credit card, you can choose the "Purchase Order" method where we will produce an invoice with our banking details for you to pay.
Q: Why was my credit card transaction declined?
A: We use eWAY as our payment portal for credit cards, which provides strict security standards that you need to meet. Unfortunately, if they won't process it, we cannot either. This stops credit card theft and protects both parties.
• We don’t accept payments from outside of Australia.
Q: Why haven’t I received an order confirmation / invoice?
A: Order confirmations are immediately sent to the email address you provided at the checkout. If you haven’t received one; you may have entered your email address incorrectly, it may have gone to your junk folder, or your order may not have gone through.
• If you have created an account on our website you may view your order and invoice on the My Account Page: https://www.emmetts.com.au/shop/my-account/orders/
• If can't find anything in your junk, and really unsure if your order went through, you can always send an email through to shop@emmetts.com.au or call to check.
Q: When will my order be processed?
A: Orders are processed by our staff during business hours through Monday to Friday. This is usually between 8am/8:30am to 4:30pm/5pm, VIC time.
• Public holidays will effect processing times.
• Orders may be delayed during Peak Period times (September - December)
Q: Why is my order marked as “Stock Sourced – In Transit”?
A: Though we do keep a range of goods in the warehouse, some of the 70,000 items we display on our website may be ordered in from John Deere due to our limited space.
• Only the toys, clothing and merchandise will show how much stock we have. Some items will be shown as a back-order if we have to source from the supplier.
• If an item has been superseded/replaced by a newer part number, we will advise and inform you of your options.
Q: How long does it take to get goods from John Deere?
A: If the goods are in Australia, it usually takes 2-3 business days from them to us, then the average 3-10 business days from us to you. If your order is marked as "Stock Sourced – In Transfit” this is the usual process.
• If the goods are overseas, it can be 3-14+ business days from them to us, then the above average from us to you. We will inform you if this is the case, as overseas freight incurs extra charges.
Q: Can John Deere send direct to me instead?
A: Unfortunately, no. We must receive and check all goods at our dealership before on-sending.
Q: My order contains an item on backorder, when will it be sent?
A: Any orders that have items on backorder, will only be sent once they have all arrived into our warehouse. The freight on the cart is for all the items together, so that's how they will be sent.
• If you are after the items we have in stock to be sent before the backorder arrives, we would need to charge out the freight for those items separately. The cost for those will be calculated as shown on the shopping cart.
Q: How long will my order take to get to me?
A: Orders average from 3-10 business days delivery from us to you, but it does depend on locations and if we are in our peak period (September - December).
Q: How can I track my package?
A: You will receive a completed order email that contains tracking details as soon as it's lodged. Please copy the tracking number, follow the link to Fedex/TNT’s tracking page and input your tracking number to see what stage it is at.
Q: What if my order hasn’t arrived within the above expected delivery time frame?
A: You can lodge an enquiry on its where abouts with Fedex/TNT by calling 131150.
After being asked “how can I help you today?” Say “track a package” > say “Domestic” or press 1 > enter tracking number without letters > listen to the prompts on the update then ask to speak to an agent and mention you are the receiver. They will give you an update and lodge an enquiry if necessary.
Please reach out if you are having difficulty with Fedex/TNT and we'll follow the steps too.
Q: Why is the freight charge higher than others?
A: We use Fedex/TNT Road Express, so freight is calculated from our postcode to yours. This goes via a truck/van from depot to depot, so essentially you are paying for fuel from A to B.
Q: Can you airfreight goods?
A: No. We only use Road Express.
Q: Can you send via Australia Post?
A: No. As we only have an account with Fedex/TNT, and don't have an account with Australia Post, (nor do they collect from our rural warehouse) we cannot faciliate using anything other than Fedex/TNT Freight.
• Our Online Shop is a 1-person department, so, to make it easier, we use the freight company that collects from us, to collect all our large items, pallets and small parcels, all in one go, instead of driving from one side of town to another for various parcels to be dropped off etc.
Q: Why can't you send to a PO BOX, RMB etc.?
A: As we use Fedex/TNT Freight, they won't send goods to their competitors. This includes any address affiliated with them; General Post Office Boxes (GPO Box), P.O. Boxes, Roadside Mail Boxes/Bags (RMB), Community Mail Bags (CMB) etc. as they're through Australia Post.
Q: Can you send overseas?
A: No, we can only send within Australia through our Online Shop website.
Q: Can we collect in person?
A: Our warehouse is based in Horsham, Victoria, so only those that live around that area can arrange to collect their goods from our warehouse after placing a “click & collect” order online. This is roughly a 60km radius.
• You will be required to produce I.D. that matches the order to collect your goods.
Q: Can we view the range of goods you have in person?
A: As we are a warehouse, you can’t view our goods in person.
• But if you are near one of our dealerships, you may be able to see a sample of what we might have. Find stores here: Emmetts Dealership Contact Details.
Q: What if I already have an Emmetts Account with a branch?
A: Those that already have an account with Emmetts can use the "Purchase Order" method. After confirming details, we can place your online order onto your account. You will still be charged freight if the courier is collecting it.
Q: What if I can’t find the part I’m after on your website?
A: We do our best to have all parts showing online, but if you believe the part number you require isn’t coming up, please send an email with the part number you are looking for here: https://www.emmetts.com.au/shop/enquiry/
Q: What is your refunds/return/cancellation policy?
A: Please read that here: https://www.emmetts.com.au/shop/refund-policy/
If there's something else, please reach out by emailing us at shop@emmetts.com.au
We want to make owning and operating your equipment simple and affordable.
We have a range of finance options to suit any customer. Contact your local Emmetts branch, or visit these sites for more information and a free quote.
We have a range of finance options to suit any customer. Contact your local Emmetts branch, or visit these sites for more information and a free quote.
Keeping farmers farming since 1957.
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