1) Contact Options

• 📞 Phone: +88 0140 445 8888 (Mon–Sat 10:00–19:00, Asia/Dhaka)
• 💬 WhatsApp: +88 0140 445 8888
• ✉️ Email: support@australiangoods.com.bd
• 🏬 Visit: Experience Center (pickup, returns, verification)
• 🌐 Language: বাংলা / English

2) Self-Serve Tools (Fastest)

• 🚚 Order Tracking — live status with your tracking ID or phone.
• 🚢 Shipping & Delivery — timelines and coverage.
• 💳 Payment Methods — bKash, Nagad, cards, COD.
• ↩️ Returns & Refund Policy — eligibility and steps.
• 🛡️ Authenticity Commitment & Guarantee.
• ❓ FAQs — quick answers to common questions.

3) Service Levels

• First response goal: within a reasonable window during business hours (Mon–Sat 10:00–19:00).
• Case updates: we keep you informed until resolved; urgent issues are prioritized.
• Fair resolution: replacement, refund, or guidance based on policy and investigation.

Note: Public holidays may affect response times. We’ll post notices when hours change.

4) How We Handle Your Case

1. Submit: Contact us with your order number and a short description.
2. Verify: We may ask for photos/videos (pack, seal, batch/expiry) or payment proof.
3. Resolve: We arrange pickup/replacement, guide you to drop-off, or process a refund.
4. Confirm: We close the case once you confirm the issue is resolved.

5) What to Share for Faster Help

• Order number and contact phone.
• Photos/videos showing the issue (outer box, seal, batch/expiry, damage).
• Payment reference (for payment queries) and time/date.
• Tracking ID (for delivery queries).

Security tip: Never send full card numbers or CVV. For privacy, see our Privacy Policy.

6) Order Issues & Quick Resolutions

• Damaged / Incorrect / Expired: report within 7 days with photos — we’ll replace or refund per policy.
• Late delivery: check tracking; if stalled, contact us so we can escalate with the courier.
• Need to change address/phone: possible before dispatch — contact us immediately.
• Need invoice copy: we can resend your invoice or order confirmation by email.

7) Returns, Replacements & Refunds

• Return window: within 30 days for unopened/unused items in original packaging.
• Refund timing: 7–10 business days after inspection and approval (COD via bKash/Nagad).
• Pickup / Drop-off: we’ll arrange a pickup or guide you to our Experience Center.

Full terms: Returns & Refund Policy.

8) Payments Help

• Methods: bKash, Nagad, major debit/credit cards, and COD.
• Charged but no confirmation: share your transaction ID and time — we’ll verify and fix.
• Card fails: check OTP/3-D Secure, available limit, or try bKash/Nagad/COD.

Details: Payment Methods.

9) Authenticity Check (Free)

1. Contact us within 7 days of delivery with your order number.
2. Send clear photos of front/back, seals, and batch/expiry.
3. We verify and, where available, guide you through brand-specific QR/code checks.

If a product is ever verified as not genuine, we’ll arrange free pickup and provide a full refund or replacement.