FAQ's
How can I contact Waternex?
You can reach us via email at sales@waternex.com.au, where our customer service team will assist you. For a quicker response, you can also call us at 1300 930 847 or via live chat.
Do you offer commercial pump sizing?
Yes, our engineers are skilled in designing larger systems tailored to the needs of our commercial clients.
How does shipping/delivery work?
Please refer to our shipping page for details.
How long will my order take to arrive?
We ship with TNT Express, Border Express, and Star Track Express. Orders placed before 12 pm (noon) on weekdays are dispatched the same day. High-demand periods may cause slight delays.
Once dispatched, you’ll receive tracking details via email.
Delivery Estimates:
- NSW, VIC, QLD, SA: 1–4 business days
- TAS, WA: 3–4 business days
- NT: 3–5 business days
Do you ship worldwide?
Unfortunately, we only ship to our Australian customers.
Where do you ship from?
All our products are stocked and shipped from multiple warehouses across Australia.
How do I track my order?
You can easily track your order through our tracking page.
When will my order be processed?
Order Confirmation Email:
After successfully placing an order with us, you'll promptly receive an Order Confirmation email. This email confirms that we've received your order and are processing it.
Order Shipment:
If your order is in stock and we've processed the payment, it will ship within three business days from your order date. You'll receive a shipping confirmation email with tracking information within 24 hours of your order leaving the warehouse. If you haven't received shipping confirmation within five business days, please contact us at sales@waternex.com.au.
For freight, we collaborate with courier companies: COPE, TNT Express, and Allied Express. You'll receive an email with tracking details once your order has been dispatched from our warehouse. Please note that our delivery service covers ground-floor locations only. If you have any questions, don't hesitate to contact us at 1300 930 847 or sales@waternex.com.au
What if I don't receive my order?
If your order has not arrived within 14 days, please contact us via email. We will collaborate with our shipping department and delivery agent to resolve the delay promptly. In line with our commitment to customer satisfaction and Australian Consumer Law, customers may be eligible for a full refund or replacement in cases of extended delays or lost shipments confirmed by our courier partners. We will work directly with the courier to resolve such cases and keep you informed every step of the way
How do I return an item?
Please review our Return/Refund Policy and reach out to us at sales@waternex.com.au for assistance.
What if the item(s) I received are defective/incorrect/damaged?
If you've received incorrect, or defective merchandise, please contact us. Include your order number, photographs of the item(s), and related references upon receiving your package. We'll work to resolve your case promptly. Visit our Return/Refund Policy for more information. For damaged products: Upon receiving your item(s), inspect the package carefully. If damage is found, take photographs for documentation and refuse the delivery. Then, promptly contact us at sales@waternex.com.au for further instructions.
When will I receive my refund?
Refunds will be credited to your original payment method. For credit or debit card payments, refunds will be processed by the card-issuing bank within 10 business days after receiving the returned item or cancellation request. If you haven't received your refund yet, follow these steps: Contact the bank or credit card company and allow some time for the refund to be posted to your account.