Subtotal
$0.00
Shipping
$7.95
GST Inc
$0.00
Total
$7.95
Find the answers to some of our most frequently asked questions
To ensure your gifts arrive in time for Christmas, please place your orders by the dates below:
| WA |
14 December |
| NT | 11 December |
| TAS | 14 December |
| VIC, NSW, QLD, ACT, SA | 16 December |
Orders placed after these dates may not arrive in time for Christmas. We recommend ordering as early as possible to account for potential carrier delays during the Christmas period
Once we have received payment, we will do our best to dispatch your order within 48 hours. During busier periods, dispatch may take slightly longer but this will usually be made apparent on our website before you complete your purchase.
NSW / VIC / ACT / QLD – 3-5 Business Days
TAS / SA / WA – 5-7 Business Days
NT – 7-10 Business Days
Depending on the combination of items that you have ordered, they may be packaged separately, and often will arrive on different days. For example, our hoses and reels are sent separately to all other products.
Please allow up to 5 business days for additional items to arrive. Thank you!
Option 1
Log into your account, go to the order you wish to track and click ‘Track Shipment’. This will take you to the Australia Post website and tracking information. Alternatively, you can copy and paste your tracking number into the carrier’s website.
Option 2
Once your order is dispatched you will receive an Australia Post tracking number (please allow up to 48 hours for scans to show in their tracking system). As this moves through transit your parcel(s) will update with an estimated date of arrive. https://auspost.com.au/mypost/track/#/search
Occasionally, delays can happen, but most parcels arrive within 3 business days of the estimated date of arrival. If your order is sent in more than one parcel, please note these can get separated in transit and arrive on different days.
Yes, we can ship to both PO Box and Parcel Locker addresses. You can enter this information at the shipping section during checkout.
If your parcel hasn’t arrived within 3 business days of the estimated date of delivery outlined on the Australia Post track and trace website - https://auspost.com.au/mypost/track/#/search, you can:
Lodge an investigation with Australia Post and email a copy of the outcome to hello@hoselink.com.au – if the parcel cannot be located or is deemed lost in transit, one of our customer service team will organise a replacement, no questions asked!
You can also contact our customer service team via one of the following channels and we can lodge the investigation on your behalf:
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
All orders are posted via Australia PosteParcel.
Orders placed through this website can only be shipped to Australian addresses.
We do have some products available for delivery within the US. For more information, please visit our US website at http://www.hoselink.com or contact our US support team by emailing usa-support@hoselink.com.
As orders are dispatched with Australia Post we cannot guarantee a time of delivery. If your order is being delivered to a business address, please enter the opening times in the delivery instructions box during checkout (please note, these instructions are not guaranteed times for delivery).
Parcels may be left in a safe location at the address if Australia Post deem it suitable to do so. You can put any delivery instruction requests in the relevant box at checkout, though please note these may not always be read or adhered to.
Please note, some larger parcels may be delivered directly to a local post office for collection.
If you have set up a free Australia Post My Post Account - https://auspost.com.au/auth/login, then you will receive an SMS or email on the day of delivery where you can opt for safe drop or redirection to another address. Redirecting to another address may cause a delay in the delivery, depending on the location.
Australia Post usually attempts delivery to the address. If no one is available to take the delivery, they will either leave a calling card for collection at a local post office or leave it in a safe place, if deemed appropriate.
Please note, some larger parcels may go straight to a post office for collection. We cannot guarantee delivery to the address stated on the order.
Hoselink offers free delivery within Australia for all orders with products totaling $99 or more. Orders with products totaling under $99 incur a $7.95 flat-rate delivery fee.
Some products are available to be sent via Express Post. If this is available for your area, it will appear as a delivery option at the shipping stage during checkout. Express postage is calculated on weight and distance and the price will show at checkout.
We offer a 100% money-back guarantee on any purchase you make that does not meet your expectations. Simply get in touch with our team via one of the following methods within 30 days of receiving your order, and we’ll supply you with an Australia Post pre-paid postage label. You can print this out, attach it to the packaging and take it to any Australia Post outlet for a free return to our warehouse. Alternative, you can take the PDF version on your phone to the Post Office and they will print this out for you.
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
Once your goods have arrived at our warehouse, our returns team will process your exchange usually within 48 hours. Please note, this can take slightly longer during busier periods.
Of course! Simply, get in touch with our team via one of the following channels within 30 days of receiving your order, and we’ll supply you with an Australia Post pre-paid postage label. You can print this out, attach it to the packaging and take it to any Australia Post outlet for a free return to our warehouse.
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
Once your goods have arrived at our warehouse, our returns team will process your exchange usually within 48 hours. Please note, this can take slightly longer during busier periods.
Hoselink has never offered a lifetime warranty. All products come with a warranty period, which is stated on each product page in the specifications tab below the product description. Warranties are effective from the date the goods are delivered. Even if your product is out of the warranty period, we encourage you to contact our customer service team as we do stand by the quality of our products and love to help our customers out where possible.
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
Examples of warranty periods:
Retractable Hose Reels – 2 years
Sprayers/Nozzles and Watering Accessories – 1 year
Solar Lights – 1 year
Gardening Tools – 1 year
We offer a 100% money-back guarantee on any purchase you make that does not meet your expectations. Simply get in touch with our team via one of the following methods within 30 days of receiving your order, and we’ll supply you with an Australia Post pre-paid postage label. You can print this out, attach it to the packaging and take it to any Australia Post outlet for a free return to our warehouse. Alternative, you can take the PDF version on your phone to the Post Office and they will print this out for you.
As you are returning Solar Lights you will also need to print and attach a ‘dangerous goods’ label to put on the return parcel. If you do not have a printer, you can ask our team to post one out for you, as Australia Post will not have this label to print off for you.
Live chat (bottom right corner of the website) Email – hello@hoselink.com.au
Phone – 1300 900 617
Once your goods have arrived at our warehouse, our returns team will process your exchange usually within 48 hours. Please note, this can take slightly longer during busier periods.
We accept the following payment methods:
Visa and MasterCard
PayPal (online only)
ZipPay (online only)
Afterpay (online only, minimum $100 spend)
GPay (online only)
ShopPay (online only)
Bank Deposit
Paying via bank deposit
Please note, using this method means the funds generally take 2 business days to show into our account, so there will be a delay in the dispatch of your goods. Please ensure you have contacted our team to set your order up in our system.
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
You will the need to make payment using the below information, ensuring you use your Order ID and Surname as the reference/description so we can identify your payment.
Bank: NAB
Account Name: Hose-Pro International PTY LTD
BSB: 082-146
Account Number: 184495393
Check that the card number, expiry date and security code have been entered correctly.
Check there are enough funds in the account.
Ensure it’s a standard Visa or MasterCard being used (some pre-paid gift cards are not compatible with our payment platform). Amex is not accepted.
Try an alternative card to see if the payment is accepted.
If you are still having issues, please contact our customer service team on 1300 900 617 and we can try processing the Visa or MasterCard payment by phone. Failing that, we can email an invoice and you can direct deposit the funds into our NAB bank account.
At the final stage of checkout, you can enter your discount or gift card code. Please note, they are case sensitive, so will need to be entered exactly as written.
Any unused amount will remain on the gift card to be used with your next purchase.
If the amount is greater than the gift card balance, then you can pay the remainder by selecting your preferred payment method upon checkout.
All gift cards are sent electronically by email. We do not have physical gift cards. To purchase:
Search ‘gift card’ using the search bar on our website.
Select the amount you wish to purchase ($25, $50, $75, $100, $150, $200, $250 or $500) and add to cart.
Proceed to checkout, entering the email address you wish for the gift card to be sent to.
Once you have entered and checked all details, you can continue to the payment page where you will finalise your purchase.
We charge at the point of completing your purchase.
If your order has not been picked by our warehouse team, then we can intercept and cancel the order. The best way to do this is by contacting our team on 1300 900 617 during business hours as soon as possible after placing the order. If we are not open, please send an email to hello@hoselink.com.auwith the subject heading ‘Cancel Order Request’. If possible, please also follow up with our team by phone on the next business day.
If your order has not been picked by our warehouse team, then we can intercept and amend the order. The best way to do this is by contacting our team on 1300 900 617 during business hours. If we are not open, please send an email to hello@hoselink.com.au with the subject heading ‘Amend Order Request’. If possible, please also follow up with our team by phone on the next business day.
We have strict quality control measures in place for our products as well processes in our warehouse to prevent this from happening. In the unlikely event that you have received the wrong item, or your order contains defective items, please contact our team on one of the below channels:
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
If we have sent the wrong item, we will send out the correct item immediately as well as providing you with a pre-paid postage label to return the incorrect item.
If the product is faulty, we’ll arrange a replacement to be posted out and advise if we require the other item returning to us. We may request a photo to be sent across or the item to be returned for quality control purposes.
Depending on the size of your order, products may be split into multiple consignments due to the size and weight of the goods. You should receive a dispatch confirmation email for each separate parcel, which will outline the tracking number along with the contents. Please note, although parcels are usually posted on the same day from our warehouse, they can get separated on occasion by Australia Post and arrive on different days. This is something that is out of our control.
If there is an item missing from one of your deliveries and the tracking is showing as delivered, please contact our customer service team via one of the below channels:
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
If your order has already been dispatched, we are unable to change the address on your behalf as the sender. If you have an Australia Post My Post account, you can redirect your parcels to another address if it’s not too late in the delivery process.
If an item is listed as out of stock on the website, we will be getting more stock in. If there is no due date on the product page when you click on the item, then we do not currently have an estimated date of arrival.
To be sent an email when an out-of-stock product arrives at our warehouse, click on the product and hit ‘Notify me when available’. Here you can enter your email address to save you checking back periodically to see if the item is back in stock.
If a popular item is out of stock but another shipment is on its way, you can place a pre-order.
A pre-order is a regular order but with a delay to the dispatch date. The product information page will indicate the expected arrival date and once the shipment arrives in the warehouse, your pre-order will be dispatched as quickly as possible.
When you place a pre-order, our system requires payment at the time of ordering.
If ordering multiple items, all items on the order will be held until the pre-ordered item is in stock, then sent together. If you urgently require some of the items you are ordering, please contact our customer care team with the order number through one of the following methods to arrange a split delivery
• Live chat function (bottom right corner of our website)
• Email -hoselink@hoselink.com.au
• Phone -1300 900 617
Yes! During the checkout stage there is a tick box at the bottom saying, ‘Need to delay your shipping?’. Tick this box and then enter the date you wish for your order to leave our warehouse. Please note, we do not operate on weekends or public holidays.
We will do our best to dispatch on the day you request, but during busier times there may be a slight delay.
Hoselink is an online-only retailer, and we like to deal with our customers directly. Therefore, you won’t find out products in any retail outlets. You can order directly through our website or by calling our friendly customer service team on 1300 900 617. Your order will be dispatched via Australia Post. We offer free postage on orders over $99 and a 30-day moneyback guarantee on all products.
To move forward in line with our sustainability and environmental goals, we no longer produce printed catalogues. Allour products can be viewed directly on our website.
Hoselink is exclusively an online retailer and only sells direct to the public. We do of course review individual requests so please email your enquiry to hello@hoselink.com.au.
We do offer bulk buy discounts on our Retractable Hose Reels and Solar Light range. Discounts will automatically apply at checkout where applicable. Please note, they don’t run during sale and promotional periods.
We also offer various Bundles and these are discounted to a special package price. These items can be viewed here: https://www.hoselink.com.au/collections/Featured-bundles
Yes, all prices on our website include GST. You will receive a tax invoiceto your email address after completing your purchase. This willoutline the product and shipping totals including GST.
Our website store is completely secure and encrypted. We do not store any credit card information on our website.
If you pay via a credit or debit card to complete your purchase, our payment platform Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security System (PCI-DSS). For more information, you may wish to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).
We work hard to help our customers out with any product related issues you may have. We warranty out products to be free of defects in materials and workmanship that result in failure during normal usage.
Warranties are covered for the original purchaser (unless purchased as a gift) and from the time delivery occurred.
The warranty does not cover misuse, unauthorised modifications, and external causes such as acts of nature. The warranty does not cover general wear and tear or damage to any non-Hoselink product used in connection with a Hoselink product.
Please contact our team via one of the below channels:
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
You will be required to provide details of the original purchase made, such as name and address (order number if known), along with details of the product fault. Providing a photo or short video via email often speeds up the process and may be requested in some instances.
If the item cannot be repaired, items will be replaced with the same item originally purchased or closest available in our current product range. For items that cannot be replaced, we will offer a credit to be used on a future purchase or a refund. If we require the item to be returned for repair or inspection, we will supply a pre-paid postage label so you can return the item at no cost to you, via any local Australia Post outlet.
If you cannot log into your online account, it could be due to one of the following two reasons:
Wrong password is being entered
Email address is not registered in our system
If you have forgotten your password, click the button and enter your email address to be sent a link to change it. Please check your spam/junk folder as occasionally they can filter into there. If this still does not come through to your email, please reach out to our team who will amend this for you.
If you receive email communications from us but see a message saying, ‘your email address is not recognised’, it could be that the account set up has not been finalised. Please contact our team on 1300 900 617 who will send you an account invitation to complete this process, so you can then access your account information and any order history.
At the bottom of every newsletter there is an ‘Unsubscribe’ option. Simply click this to be removed from our mailing list. Please note, it can take up to 48 hours to take effect.
In the unlikely event you continue to receive these, please respond to the email requesting to be unsubscribed and one of our team will ensure this has been done for you.
Log into your online account. From here, you can click onto the ‘Account Details’ tab and then click ‘View Addresses’. From here you can add, edit or delete an address linked to your account.
If you need to update any other details, such as your email address, please make contact with our team using one of the below methods:
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
We provide product information, specifications and FAQs on the relevant web page for each product. We also provide information on using Hoselink Hose Fittings in our Compatibility Guides. If your question is still not answered, please contact our Customer Service team through one of the following methods:
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617
Hoselink is a 100% Australian owned family-run business. Our products are manufactured in various locations including but not limited to Australia (Fertilisers and Drinking Water Hoses), Taiwan and China. Whether a product is manufactured here in Australia or oversees, we have strict quality control measures in place to ensure our customers receive the highest quality products they come to expect from us. This is also backed by our Sydney-based customer service team who are more than happy to help with anything you need.
Of course, as Australians, we would love to manufacture all our products here and this is something under constant review.
Most items can be fixed from home, and we have documents and videos to assist you as well as the support of our friendly customer service team if you need a helping hand. Unfortunately, we do not offer a service where we come out to your property; however, if your Hose Reel is repairable, we can arrange to get the item back for our technician to fix for you.
If your Hose Reel is still within the warranty period, we will provide you with a pre-paid return label, so you can return the Reel via any Australia Post outlet at no cost to you. If out of the warranty period, we’re more than happy to repair your Hose Reel free of charge, we just ask you to cover the postage cost. We can arrange this for $30 ($15 each way) and there is no charge for the repair itself. Please get in touch with our team using one of the methods below to organise:
Live chat (bottom right corner of the website)
Email – hello@hoselink.com.au
Phone – 1300 900 617