The questions Australians ask most when buying bathroom products online, and the answers. Based on Austpek Bathrooms customer enquiries over the past year.
Overview
When Australians buy bathroom products online, most have already decided on the product. The questions they ask are about buying and receiving it: how long delivery takes, where the order is up to, and how to get a price on a larger order. Delivery timing alone accounts for close to four in ten customer enquiries. Product-detail questions are a small share, because the product choice is usually settled before contact. This report sets out what buyers want to know, in order, and answers the most common questions.
Key findings
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Delivery timing and order status is the most common thing buyers ask about, at around 38% of enquiries.
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Getting a price or a quote is next, at around 24%, driven in part by trade customers buying multiple items.
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Changing an order after it is placed, such as an address or item change, is around 8%.
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Stock and availability questions are around 7%.
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Questions about the product itself are only around 6%, so most buyers decide on the product before they make contact.
The questions buyers ask most
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When will my order arrive, and where is it up to? The largest group by a clear margin. Buyers want a delivery timeframe when they order, and visibility on the order afterwards.
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Can I get a price or a quote? The second largest, and a strong signal of trade and multi-item buyers who want a total before committing.
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Can I change my order? Address changes, item swaps and delivery-date changes after an order is placed.
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Is it in stock, and if not, what are my options? Availability, back-order timeframes and alternatives.
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A question about the product. Specifications and details, the smallest of the main themes.
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What protection do I have if something goes wrong? Buyers want to know they are covered if an item is damaged in transit. Every Austpek order includes complimentary shipping insurance, which is the answer to this one.
What the questions reveal
Buyers have usually made the product decision before they contact Austpek. Product questions are a small share of enquiries, while delivery, quotes and order help are the bulk. The information that most helps a buyer is therefore a clear delivery timeframe, an easy way to get a quote, and the confidence of knowing every order is insured.
Delivery certainty matters more than anything else. Close to four in ten enquiries are about timing and status, so stating delivery timeframes clearly at the point of sale answers the most common question before it is asked.
Frequently Asked Questions
How long does delivery take?
Order processing takes an estimated 1–5 business days, and delivery a further 1–7 business days. WA and TAS can take up to 5 business days more. Where items ship from different suppliers, a combined delivery can add 2–5 business days.
During sale periods, allow extra time for supplier and courier delays. Because timing can vary, it is best not to book a tradesperson before your order has arrived.
How can I track my order?
You receive an order confirmation when you place your order. For an update on progress, contact the team, who will keep you posted, particularly if a supplier or courier delay affects your delivery.
What are the delivery costs, and is there free delivery?
Delivery is Australia-wide, with complimentary shipping insurance on every order. Small items such as tapware, accessories and showers ship free Australia-wide over $250. For larger items such as vanities, toilets, baths and screens, free delivery applies over $1,000 in metro Sydney, over $2,000 in metro NSW, VIC, QLD and ACT, and over $2,500 in metro SA.
Other orders are calculated at checkout, and free delivery is available to commercial addresses with a forklift. Free pickup is also available from Campsie, NSW.
Can I get a quote, and do you offer trade pricing?
Yes. For a full bathroom or a multi-item order, you can request a custom package quote. Austpek also offers trade accounts for Tradies, with trade pricing and benefits. Contact the sales team or sign up for a trade account to get started.
Is the product in stock?
Around 90% of the range is in stock with local suppliers. If something you order is out of stock, the team will tell you the expected time in and recommend the closest in-stock alternative, or offer a full refund. If you have a deadline, it is worth checking stock before you order.
Can I change or cancel my order after placing it?
You can cancel free of charge within 24 hours of placing your order. After that, or to change details such as your delivery address, contact the team as soon as possible. Changes are usually possible while the order is still being processed, before dispatch.
Is my order protected if something is damaged in transit?
Yes. Every order includes complimentary shipping insurance, so you are covered if an item is damaged in transit. Report any damage within 24 hours of delivery or pickup by sending photos to the after-sales team, or by using the damage claim form, and a replacement or refund will be arranged. Once an item is installed it is treated as accepted in good condition, so check your delivery before installing.
What if an item is missing from my delivery?
Report a missing item within 24 hours of delivery or pickup. Reports made after that are reviewed case by case and may not be eligible for replacement.
Can I return or exchange an item?
Change-of-mind returns and exchanges are accepted within 30 days of delivery or pickup, provided the item is in its original condition and packaging. A 20% restocking fee applies and the original delivery cost is deducted, and you arrange and pay for return shipping with tracking.
Cancellation is free within 24 hours of ordering. Customised or special-order items, installed items and deposits are not refundable. Refunds are processed within 7 days once the return passes inspection.
Are products covered by warranty?
All products are covered by the manufacturer's warranty, which varies by brand. Warranty claims are handled by the product's supplier, and the after-sales team can help you get in touch with the right brand.
Can the order be delivered inside the house?
Delivery is to the front doorstep of the property only, as couriers cannot bring items inside. For heavy items, arrange help to move them in.
About Austpek Bathrooms
Austpek Bathrooms is an Australian online bathroom retailer with more than 25 years in the trade, carrying a complete range across toilets, vanities, tapware, baths, showers, screens, mirrors and accessories, with Australia-wide delivery and complimentary shipping insurance on every order. You can browse the full range online at austpekbathrooms.com.au.
