Frequently
Asked Questions

Frequently Asked Questions

Products

We offer our customers a 30 day returns policy, please go to our Returns Policy page for more information.

Please note that size charts do differ and so should be used as a guide only. If your item doesn’t fit, don’t worry we offer a 30 day Returns Policy so you can simply return and exchange for the right size. Return freight is the responsibility of the customer.

Once your order has been received we aim to dispatch for delivery within 2-6 business days (excluding weekends) to major cities within Australia. We are unable to give an accurate delivery time estimation as it will vary depending on whether you live in a major city or in a remote location.

Deliveries to offshore territories can take up to several weeks to arrive.

For delivery within Australia we use Australia Post or StarTrack. Deliveries cannot be made on public holidays.

Shipping costs vary and will depend on the weight and size of the item.  Shipping is calculated at checkout.

Optional extras:

Insurance = an extra $2 onto the standard shipping cost, Australia wide shipping insurance so you don’t need to worry about your order going missing in the post.

Please note these prices are based on delivering to mainland Australia. Offshore islands and territories of Australia may incur additional postage costs, in which case our Customer Service team will contact you.

Please contact customs or your local postal service as your order may be delayed for inspection or duties/taxes may apply which are not paid for by Adreno. This is applicable to all International shipping methods.

Within Australia, prices are inclusive of Australian GST, however, depending on which country you live in, there may be additional taxes or import duties imposed at the receiver’s end. OzAquatec is not liable for these charges and it is up to the customer to liaise with Customs regarding their delivery.

In Australia there will be no additional costs.

We deliver to all states and territories of Australia.

Offshore islands and territories of Australia may incur additional postage costs, in which case our Customer Service team will contact you.

If you have any further questions about this, please do not hesitate to call one of our friendly customer service representatives (07) 3399 1413

Our dispatch team operate from Monday to Friday and therefore any orders from the weekend will be shipped as soon as possible on our return to work the following Monday depending on volume of orders.

If your order has not been processed by our team then we are able to cancel the order however, please make sure you call us as soon as possible on (07) 3399 1413 and quote your order reference.

Unfortunately, if your order has already processed then we will be unable to cancel it however, we do offer a 30 day returns policy.

Not a problem, as long as your items haven’t been shipped then we can easily change your details on our systems. Please call us as soon as possible, quoting your order reference on (07) 3399 1413

Unfortunately, we are unable to offer same day delivery.

You can pay by either PayPal, Credit Card or After Pay at the online checkout.

When purchasing from OzAquatec your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the industry standard.

We also use physical and electronic security measures to ensure personal information is not misused, lost, changed or stolen. These include restrictions on physical access, secure databases or electronic firewalls. For more on this please view our Privacy Policy.

We will try our very best in order to change your order as long as your items have not been dispatched already. Please call us as soon as possible on (07) 3399 1413 quoting your order reference number and our customer service team will be able to assist you.

Our commitment to you is second to none, we understand the importance of knowing where and when you might receive your order. We are currently upgrading our systems to provide a customer login to view order status, however in the meantime if you would like to track your order, please call our Customer Service team on (07) 3399 1413 to get a delivery tracking number.

Yes…simply select the “In-Store Pickup” option when checking out if you’d like to collect your order from our warehouse in Brisbane. Full payment is required in order to secure your items as we will not hold anything without payment being received. Items may not be ready for immediate pick up so please wait for an email to confirm your order is ready before coming down to the store.

 

Store Pickup Information

Store Pickup lets you avoid shipping charges and pick up your order in our store at 4/89 Gosport St, Hemmant 4174.

Here’s how it works:

– During checkout, choose Store Pickup for shipping option.

– Place your order and wait to receive a “Ready for pickup” e-mail. (This is a separate e-mail from your order confirmation e-mail.)

– Bring your ID, credit card, and order number to the store and pick up your items.

– We’ll hold your items at the store for 14 days.

 

Bring to the store:

– Your photo ID.

– Your order number.

– Purchases over $500, the credit card used for the purchase must be presented at point of collection by the card holder.

 

At the store:

Who Can Pick Up Your Order?

You can pick up your order yourself or choose someone else to pick it up (Friends & Family Pickup). Your pickup person will need to show his/her ID and the order number at the store. For orders over $500 the buyer must collect the goods in person along with the credit card used to purchase or copy of the PayPal transaction confirmation email.

 

Product Availability

Some items may not be immediately available for pickup from our store. Items not in stock usually arrive at the store within 3 to 7 business days. We’ll send you an email when your items are ready for pickup.

 

A Few More Things to Know

There’s no charge for Store Pickup.

Products may be larger than expected due to their packaging. Please keep this in mind when considering what vehicle, you use to pick up your order.

Allow extra time to pick up.

Changing or Cancelling Store Pickup

 

To change or cancel a store pickup order, call us at (07) 3399 1413.

To switch from shipping to store pickup, call within one hour of placing your order.

To switch from store pickup to shipping, call any time.

If you’re calling to cancel a store pickup order, please have your credit card information handy.

Note that not all items are available for both store pickup and shipping.

Services

Regulators and BCD’s should be serviced and inspected annually, even if not used.  O-rings and hoses can perish.  High pressure sets wear when used. All parts need to be dismantled, inspected for abnormal wear, ultrasonically cleaned or replaced if required.

This is dependant on our workload but usually from 10-14 business working days.

Every 12 months in Australia.  Hydrostatic testing must be carried out in accordance with AS2337 and AS20301.1. Testing can only be done by an accredited Test Station.  Ozaquatec Scuba Centre is an accredited SAI Global Test Station – No: 723.  Check your cylinder around the neck area to see when it was last tested.

Usually only 3-4 days, but is dependant on the workload we have.  Hydrostatic testing includes an air fill.

Yes, if you cant produce a dive certification you cannot get fills.  You will need to have an EAN certification for Nitrox or higher.  If you have been to us before, you more than likely would have had your certification scanned and kept on file so we wont need you to show it every time you come.

A detailed analysis of equipment is done; therefore all service work, overhauls and repairs feature the following:

 

Complete dismantling

Ultrasonic cleaning

All parts are individually inspected for corrosion, rust, damage or abnormal wear

Parts are replaced, if worn, with high quality genuine parts

High pressure and low-pressure seats are replaced in line with the manufacturer’s recommendations

Lubricated, assembled, adjusted and tested to manufacturer’s specifications

 

The service technician will also perform a QA final check.  This includes

Water leaks

Air leaks

Line pressure

Inhalation and exhalation efforts

Mouth piece

Acceptable purge

Hoses are secured

Yoke or DIN bolt secured

Computer battery check (if fitted)

Pressure gauge calibration check

Condition of hoses

 

We have a 12 month guarantee of workmanship for all Reg services.

We are authorised and certified  to service and repair any Scuba equipment that is commercially available.  Please give us a call with any queries you may have about your gear – 07 3399 1413.

Different manufacturers have different policies on parts that are covered.  You should read the small print before purchasing your equipment.  Most manufacturers that use this system limit the warranty to the original owner and stipulate that it must be serviced every year by a authorised service centre.  We can check your gear with the manufacturer to see if you are covered.  Keep your warranty papers, original purchase docket and all copies of the service work that has been completed.

 

Labour is not covered under warranty or parts for life schemes. Please advise us when booking in your gear if you think you are covered so we can check with the manufacturer.