FAQ

Frequently Asked Questions


Where is Zylax located?

Zylax is located at: 13/4A Foundry Road, Seven Hills NSW, 2147, Australia. You can call us 1300 099 529 or email sales@zylax.com.au

Is GST included in your prices?

Yes. All prices listed on our website include 10% GST.

What shipping options does Zylax provide?

We provide shipping across Australia only.  For some remote area's in Tasmania, Western Australia, South Australia and Northern Territory, an additional shipping cost may apply.  Bulky goods may also incur additional shipping charges (not calculated at point of check-out).  Bulky goods refers to anything that cannot be sent in a 3kg satchel.

How much will shipping cost me?

Your shipping is automatically calculated on most items (excluding bulky or regional shipping) at check-out.  When you add a product to your shopping cart, the shipping is displayed at the bottom of the shopping cart. Only exceptions are the place and size of the order delivery, mentioned in the point above. 

When will my order be dispatched?

We normally ship goods in stock within 2-5 days of recieving the order.  In the event the goods are out of stock or are a 'pre-order', we will contact you within 2 days with an estimated time of arrival (ETA) for the item.  Tracking details are normally provided once the order has been shipped where possible.

What payment methods do you offer?

We accept the following forms of payment:  

- Credit & Debit Cards (using the secure hosted system by National Australia Bank). Most credit card payments will incur a 1.7% surcharge unless we are running one of our 'Surcharge Free' promotions.  

- Direct Deposit: Deposits can be made into our bank account and details of this account can be found on the check-out page, your order and also the invoice.  Please contact sales@zylax.com.au if you want more information.  Please note, goods will only be dispatched once payment has been received. 

Paypal : Paypal is our preferred payment method.

How do I check the status of my order?

You can check the status of you order by visiting the "My Account" link in your profile and clicking on the “my orders” section to view your recent orders. In this section you are able to view the status of your order and whether it has been verified or rejected. (Some reasons for an order being rejected are payment issues or lack of stock and if this happens, please contact sales@zylax.com.au for more information).  Goods in stock will be shipped within 2-5 days.  Pre-ordered goods or back-orders will take longer and a timeframe will be supplied to you by one of our customer service consultants.  Tracking details are normally provided where possible.

How can I cancel an order?

We are able to cancel orders if the orders have not yet been processed. If the order is already in the processing stage, a 10% restocking fee needs to be paid to cancel the order. For further information, please contact customer service at: 1300 099 529.

What Exactly is the Zylax Return Policy?

We encourage customers to call us on 1300 099 529 or email us questions at sales@zylax.com.au if you are unsure about the suitability of a product.  We cannot provide any guarantee that the information provided on our website or by our consultants is 100% current as things change rapidly, however we will provide details of where you can go to obtain relevant information to ensure you are purchasing the right product for your needs.

Our Returns Policy follos the Australia Consumer Code of Conduct which says that we do not return or exchange goods if there is a:

Change of mind

Wrong purchase or the item is not compatible

Wrong colour or the item doesnt fit

We will however guide you through the vendors warranty process if the items is faulty.

What type of warranty do I get with my purchase?

When purchasing goods via the Zylax website, you agree to adher to the manufacturers warranty.  Most manufacturers have a standard warranty period and will require you to provide a proof of purchase before they will accept a claim.  If you need help with a warranty claim, please email us with the details at sales@zylax.com.au.  For more information, please view our Terms and Conditions page.  The following website will also provide further details as to your warranty rights:

https://www.accc.gov.au/consumers/consumer-rights-guarantees/warranties