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Frequently Asked Questions
Q: What payment methods do you have?
A: Credit card payment through the eWAY payment portal.
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. You will need to try again, or reach out to enquire what your error was.
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 9am to 3pm Adelaide 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 items we display on our website may be ordered in from John Deere due to our limited warehouse space.
• Only the toys, clothing and merchandise will show the quantity of 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• If an item has been superseded/replaced by a newer part number, we will advise and inform you of your options. Unfortunately, we don't get advised on all changes.
Q: How long does it take to get goods from John Deere?
A: If the goods are in Australia, it usually takes 3-4 business days from them to our warehouse, then the average 3-10 business days from us to you. If your order is marked as "Stock Sourced – In Transit” 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 and will need to be paid for before proceeding with.
Q: Can John Deere send direct to me instead?
A: Unfortunately, no. We must receive and check all goods at our dealership warehouse before sending out.
Q: My order contains an item on backorder, when will it be sent?
A: Any orders that have any items on backorder, will be sent once they have all arrived into our warehouse. The freight on the cart checkout 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 must charge out the freight for those items separately. The cost for those will be calculated as if they were ordered seperately, which is shown on the shopping cart.
Q: How long will my order take to get to me?
A: On average, orders take 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).
• In peak periods like Christmas, please allow the average timeframe above plus extra to get it to you, as there are so many orders to process and we are a small team.
• Please keep in mind that public holidays across the country will impact delivery times.
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: What freighting options do you use?
A: We only use Fedex/TNT Australia, and freight goes by the "Road Express" option.
• There isn't extended warranty/insurance options selected for the standard freight we use. This means if goods are lost in transit, they are not covered by Fedex/TNT.
• Warranty protections are an added cost on top of that, and can be viewed here: https://www.tnt.com/express/en_au/site/shipping-services/extended-warranty/domestic.html
• If you would like to pay for an additonal warranty, which covers goods lost in transit, please let us know and we can add that onto your order once it's been paid for.
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. Fedex/TNT charge a booking fee, plus the fuel charges they calculate to get it to you. Road Express goes via a truck or van from depot to depot, so essentially you are paying for fuel from location A to location B.
• We are a small team working out of an existing dealership, so we use Fedex/TNT as they collect all packages ranging from small satchels to large pallets/crates that need to be forklifted from our warehouse.
• As no other company can offer all the services we need to use and collect from us, we don't have another option as it is not currently viable for what for the team we have and how we process our orders.
We investigate our options yearly, so if it changes from above, it will be shown as an option on our website. Apologies if we cannot assist you with alternative options for now.
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 Australia Post; P.O. Boxes, General Post Office Boxes (GPO Box), Roadside Mail Boxes/Bags (RMB), Community Mail Bags (CMB) etc. as they're through Australia Post.
Q: Can you airfreight goods?
A: No. We only use Road Express.
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 Murray Bridge, SA, so only those that live around that area can arrange to collect their goods from our warehouse after placing a “click & collect” order online. If you don't have the option to collect, you are too far out. (Roughly a 60km radius.)
• The person who's name is on the order will be required to produce I.D. that matches to collect the goods. If you're not named, you won't be allowed to collect.
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.
• Our Emmetts Murray Bridge Dealership that we are based at, does have quite an assorted display in their showroom, so feel free to go into store and the team will be happy to assist you.
Otherwise, if you are near one of our other 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 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 open lodge an enquiry 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 get in touch!
Enquiry: https://www.emmetts.com.au/shop/enquiry/
Email: ec.online.shop@emmetts.com.au
Phone: 0483 937 837
Thanks :)
A: Credit card payment through the eWAY payment portal.
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. You will need to try again, or reach out to enquire what your error was.
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 9am to 3pm Adelaide 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 items we display on our website may be ordered in from John Deere due to our limited warehouse space.
• Only the toys, clothing and merchandise will show the quantity of 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. Unfortunately, we don't get advised on all changes.
Q: How long does it take to get goods from John Deere?
A: If the goods are in Australia, it usually takes 3-4 business days from them to our warehouse, then the average 3-10 business days from us to you. If your order is marked as "Stock Sourced – In Transit” 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 and will need to be paid for before proceeding with.
Q: Can John Deere send direct to me instead?
A: Unfortunately, no. We must receive and check all goods at our dealership warehouse before sending out.
Q: My order contains an item on backorder, when will it be sent?
A: Any orders that have any items on backorder, will be sent once they have all arrived into our warehouse. The freight on the cart checkout 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 must charge out the freight for those items separately. The cost for those will be calculated as if they were ordered seperately, which is shown on the shopping cart.
Q: How long will my order take to get to me?
A: On average, orders take 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).
• In peak periods like Christmas, please allow the average timeframe above plus extra to get it to you, as there are so many orders to process and we are a small team.
• Please keep in mind that public holidays across the country will impact delivery times.
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: What freighting options do you use?
A: We only use Fedex/TNT Australia, and freight goes by the "Road Express" option.
• There isn't extended warranty/insurance options selected for the standard freight we use. This means if goods are lost in transit, they are not covered by Fedex/TNT.
• Warranty protections are an added cost on top of that, and can be viewed here: https://www.tnt.com/express/en_au/site/shipping-services/extended-warranty/domestic.html
• If you would like to pay for an additonal warranty, which covers goods lost in transit, please let us know and we can add that onto your order once it's been paid for.
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. Fedex/TNT charge a booking fee, plus the fuel charges they calculate to get it to you. Road Express goes via a truck or van from depot to depot, so essentially you are paying for fuel from location A to location B.
• We are a small team working out of an existing dealership, so we use Fedex/TNT as they collect all packages ranging from small satchels to large pallets/crates that need to be forklifted from our warehouse.
• As no other company can offer all the services we need to use and collect from us, we don't have another option as it is not currently viable for what for the team we have and how we process our orders.
We investigate our options yearly, so if it changes from above, it will be shown as an option on our website. Apologies if we cannot assist you with alternative options for now.
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 Australia Post; P.O. Boxes, General Post Office Boxes (GPO Box), Roadside Mail Boxes/Bags (RMB), Community Mail Bags (CMB) etc. as they're through Australia Post.
Q: Can you airfreight goods?
A: No. We only use Road Express.
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 Murray Bridge, SA, so only those that live around that area can arrange to collect their goods from our warehouse after placing a “click & collect” order online. If you don't have the option to collect, you are too far out. (Roughly a 60km radius.)
• The person who's name is on the order will be required to produce I.D. that matches to collect the goods. If you're not named, you won't be allowed to collect.
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.
• Our Emmetts Murray Bridge Dealership that we are based at, does have quite an assorted display in their showroom, so feel free to go into store and the team will be happy to assist you.
Otherwise, if you are near one of our other 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 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 open lodge an enquiry 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 get in touch!
Enquiry: https://www.emmetts.com.au/shop/enquiry/
Email: ec.online.shop@emmetts.com.au
Phone: 0483 937 837
Thanks :)
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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