Frequently Asked Questions

Below is an extensive list of Frequently Asked Questions (FAQ's) that our many customer's have asked us over the years. It has been compiled to help you learn more. If you require further explanation or have any feedback, please let us know - we would love to hear from you!

General

How do I search for an item?

                Our search bar is located on the top right corner of all pages of the website. Type any search word or phrase, and click the "go" button in and it will come up with a list of products relating to your search query

 

I would like to talk to someone in Customer Service?

                Our friendly Customer Service team is available Monday to Friday 8am - 5pm (AEST) on 02 9476 4568 or via email [email protected] and emails will typically be responded to within 24 hours (sooner if possible)

 

I am interested in viewing or purchasing an item in a retail store? Who are your stockists?

                You can contact our friendly Customer Service team Monday to Friday 8am to 5pm AEST. They will help you locate your nearest stockist. Please provide us with your postcode or suburb along with the item(s) you are interested in. We however can't always guarantee that they will have your item in stock.

 

Do you have a shop / showroom? Can I come and view your range?

                Yes, we do have a show room located at 35 King Road, Hornsby  NSW 2077. Please note that our showroom is available by appointment only, so please call us first to make sure we have what you are looking for in the showroom and someone will be available to give you the best possible service.

 

Where is Profile Products located?

             Our offices, factory and warehouse are located in the industrial area of Hornsby in Sydney. Our physical address is 35 King Road, Hornsby NSW 2077

 

How do I leave feedback?

                We love hearing from our customers! Please let us know what you think of our website, our products or service or anything else you feel is relevant. This can be done by emailing us at [email protected] by calling us on 02 9476 4568, by posting on our facebook page, or send us a testimonial which we can share with the Profile community about your experience with us.

 

How can I keep up to date with new products?

               We have 2 major range releases each year in February and August. You can also follow our blog, subscribe to our newsletter, like (and share) our facebook page or follow us on Twitter which will all provide relevant details about upcoming and new product releases.

 

Payment Options

Can I place an order over the phone?

                Yes orders can be placed over the phone, however we suggest that you place your order via our website as this ensures you have a record of your transaction as you receive an email confirmation of your order, an email notification of when your order has been dispatched and a tracking number to follow your delivery to your designated delivery address. We can be reached via phone within Australia 0294764568 or internationally + 61294764568

 

Can I pay for my order with PayPal?

                Secure online payments can be made via our website by using PayPal.

 

Can I pay for my order using a credit card?

                Yes, we currently accept Visa and Mastercard, although please note international customers will need to pay with PayPal or via bank deposit. For more information please contact us

 

Is there a surcharge for using my credit card?

              No, we don't charge any surcharges for payment via Visa or Mastercard.

 

Do you keep my credit card details on file?

               No, we do not keep your credit card details on file, as all payments via credit card are made through our secure and safe payment partner eWay.

 

How do I know that my order has been received by Profile? Do I get a confirmation?

                Once your order has been paid for and confirmed, you will receive a sales order confirmation via the email address you have registered on our website. Please add [email protected] to your email approved senders list to avoid the email being caught in your spam or junk email box. If the email hasn't been received within 2 hours of placing your order, please let us know so we can follow it up for you

 

Can I have a different billing address to the shipping address?

                Yes, this is also possible. Please note that where the billing and shipping address is different we do not send a tax invoice with the goods but a picking slip (to avoid showing the price) to allow for gift purchases. If you have any other special instructions please make sure you let us know in the 'Special Instructions' section on our checkout page.

 

Am I able to cancel my order and get a refund if I change my mind?

                 We do not offer a refund if you change your mind, however if we are unable to supply the goods or if there are special circumstances please contact our Customer Service team and we will be happy to discuss it with you.

 

How can I be sure the item(s) I am going to purchase are in stock?

                The items that are displayed on our website are all in stock. Where an item is sold out, (or available for pre-sale) the item will display a red envelope in the quantity field. You can click on the red envelope and register your details to be notified when the item(s) become available and we will automatically email you when this occurs. If in the unlikely event that an item has been successfully ordered and we do not have any stock, we will contact you and offer you an alternative colour to choose from or another similar product as we do not want to leave you without being completely satisfied.

 

Do the items include GST?

                 Yes, all the items on our website include GST, when checking out and paying for your order the total will be GST inclusive.

 

How can I change my order?

                The only way to change your order is to call up our Customer Service team via phone 02 94764568 or international +61294764568. This will need to be done within a few hours of placing your order

 

Shipping

 

How can I get a quote on shipping?

To calculate the total amount for shipping your order, please add all the items you wish to purchase to your shopping bag and then proceed to the checkout page by clicking on the "Go to Checkout" red button. When you arrive at the checkout page, you will find a section down the bottom where you can obtain a shipping quote, by clicking on the red "calculate" writing next to the freight and handling text. All you need to do is enter in your country and post code and you will be given a quote on standard delivery via Australia Post.

 

I want my goods faster. Can you send my order via Express Post?

Yes, you have the option to select the Express Post option when you proceed to the checkout page, and get to the shipping information page. Here the option exists to select between standard postage and Express Post.

 

My order is super-urgent! Can you ship same day?

In some instances, yes we can. Please call our Customer Service team on 02 9476 4568 and let us know what is required and we will do our very best to accommodate you. Please note that additional freight and handling charges may apply.

 

Do you ship all over Australia?

Yes we ship all over Australia, using the Australia Post business service called e-Parcel. Each order (once shipped) receives a unique tracking code to follow your delivery from our factory to your designated delivery address.

 

Do you ship Overseas?

Yes, overseas shipping is available. Please enter your details at the checkout page. Please note that payments from an overseas destination are required via PayPal or bank transfer. Unfortunately credit card payments are not accepted for countries other than USA and UK.

 

How long will my delivery take?

                The delivery time will depends on a number of factors such as your location and the type of item you are ordering.  Please note you will be given an estimate when you get obtain a shipping quote at the checkout page. Please note the time quoted is the actual time taken from the date the order is shipped from our factory/warehouse. If you are ordering from our Australian Made Timber Photo Frame ranges, these items are manufactured-to-order and can take several days to complete which may result in a slightly longer lead time for your order to be shipped. For example, the Signature Frames and Encore Frames are manufactured-to-order. If you need your order in a hurry then please kindly contact us so we can assist you to your satisfaction

 

How will I know when my order has been shipped?

Once your order has been dispatched you will receive an email from us confirming you order has been shipped, and we will also provide you with a tracking number to follow your delivery to your designated delivery address

 

Am I able to track my order in the post?

Yes, we will send you an email with your tracking number in which you can track your item through the Australia Post website by clicking on the following link here 

 

I received an email a while ago telling me my order has shipped but it hasn't been delivered yet!

In 95% of cases, your order is awaiting collection from your local Australia Post shop. If not, please contact us and we will assist you further

 

Am I able to pick up my order?

                Our logistics systems are not designed for collection from our factory/warehouse, so in most cases, no, pickup is not available. However, in special circumstances you can pick up your order, although please note this is by prior arrangement and will need to be arranged with our Customer Service team where a mutually convenient pickup time can be arranged.

 

I am worried by goods will get damaged during transit. How do you package your items?               

We have extensive experience of over 35 years of packaging our products to ensure they arrive at your designated delivery address in perfect and pristine condition.  All items are carefully packed using environmentally friendly bio-fill made from corn-starch (bio-degradable, water-soluble) and recyclable packaging cartons which are Australian Conservation Foundation approved

 

Do I need to be home to receive my delivery?

We do recommend that someone is home to receive your delivery, as a signature is required upon delivery. If you or a friend/family member is not home during working hours, we suggest you arrange for delivery to your place of work. This ensures your goods are delivered as soon as possible without any delays. If you know that you won't be home to receive your goods you can also leave special instructions in the checkout section to leave your goods at the front door (although this is something we do not recommend!)

 

Is a signature required for delivery?

                Yes, we do require a signature upon confirmation of delivery. This also allows us to confirm your order has been delivered correctly, on time, and to the correct person. It also provides us with a proof of delivery receipt which is required for our internal records.