With any purchase you make you may have some questions when deciding which product to buy. To assist you, we have compiled our most Frequently Asked Questions.
If you can't find your question below or if we have not answered it completely, please contact us here or call us on 1300 740 377.
Q: Does Silver Earth Metal have a show room to visit?
No. We are an online store only.
Q: Why should I create an account with Silver Earth Metal?
Creating an account is good for a faster checkout, keeping track of your order, and access to your order history. It also keeps your details on file for any orders you might make in the future, and enables you to save multiple shipping addresses.
Q: How do I create an account with Silver Earth Metal?
You can create an account by clicking on the ‘Account’ icon at the top right-hand side of each page. It is the middle icon in between the 'search' and 'cart' icons.
You can also create an account on the checkout page.
Simply click on the 'Create Account' link and fill in your details. You will be sent an email from us to the address you used to register.
Q. How do I install my new letterbox?
Our letterboxes come complete with a metal plate to secure it into concrete/paver, this has 4 bolts in each corner that bolt down into your concrete.
There is a cut out in the centre of the plate for any necessary wiring for lighting, it is big enough to pass a flood light through if desired.
There are a further 4 bolts (2 on two sides) of the plate that you bolt the letterbox to, this is where you can unbolt for maintenance purposes.
Q: How do I know what size fire pit to choose?
The first thing that you need to decide is where you are going to set your fire pit up. Keep in mind your safety and also the safety of your neighbours. Make sure there are no trees, flammable materials, or overhead structures in the area around the fire pit placement.
Choose from our range of fire pits the one that you are considering buying. Check in our description the size of the fire pit that you are interested in.
If you are specifically looking for a fire pit, please visit our sister site 'Hot Fire Pits Australia for a wider range of fire pits to choose from.
Q: Is there a warranty on your products?
Our products are covered with a standard 12-month warranty. Click here for more information on our Product Guarantee.
The quality and craftsmanship of our products is high therefor we stand by them. Should you have any problem with your product, even after the warranty has expired, please contact us by completing our Contact Us form.
Q: What maintenance is needed for my metal art?
All our metal products are durable and low maintenance. Whether they are made from mild-steel or cast-iron, all are high-quality and made to last!
Powder coated metal art requires no maintenance and the rusted wall art only needs to be monitored for leaching if it is exposed to moisture.
Q. How do I choose what colour I want my metal art in?
It’s best to refer to the Dulux Powder Coat colour chart to get an idea of what colour you might like. Any colour in the Alphatec or Duralloy range is standard, for any other colour please check with us on availability and cost.
Please make sure you stipulate your colour choice in the notes section when placing an order. View the Colour Chart here to browse the selection of colours.
Q: Do you have any coupons I can use?
We offer regular special discount codes, which are clearly displayed on our site throughout any promotion.
Please feel free to sign up to our newsletter to receive updates on upcoming promotions, specials and discount codes. You can sign up on the bottom right-hand side of any page on our website by simply filling in your email address and clicking on 'subscribe'.
We also advertise specials through our Facebook page.
Q: Do you keep my credit card details?
No, for security reasons we do not hold any credit card details after any purchase has been made on our website.
Q: The item I want to order shows as 'Sold Out'. When will it be back into stock?
If an item you want to order is Sold Out, please contact us by filling in our Contact Us form or calling 1300 740 377. We will let you know when it will be back in stock or pre-order if you wish.
Q: How do I know that your products are in stock?
A product can only be added to your cart if it is in stock. If an item is out of stock it will show as 'Sold Out', and will not be able to be added to your cart.
Q: What payment methods can I use?
Our online store accepts all main credit cards, as well as PayPal and Afterpay.
Q: Is checkout on your website secure?
Yes. Our website uses SSL security encryption ensuring you can shop securely online.
Q: What does SSL security encryption mean?
Secure Sockets Layer (SSL) is a standard security technology for establishing an encrypted link between a server and a browser. It means your connection to that website is secure and encrypted. Any data you enter is safely shared with that website, ensuring that all data passed between the web server and browser remains private.
Q: Can I place an order over the phone?
If you prefer to order on the phone we can certainly take you order. However, we recommend ordering online as a better option. This is because when you order online you can keep up to date as you will receive emails to confirm your order as well as the tracking details as soon as your order is on it's way.
Q: How much does shipping cost?
Shipping costs will depend on where your location is and also on the weight of the product you're purchasing. You can easily get a shipping quote on our site before placing an order.
Q: How do I get a shipping quote?
It’s easy to get a shipping quote. Each product page has the shipping calculator which enables you to type your postcode in the box below ‘Enter postcode for shipping quote’, select your suburb from the drop down and click on the ‘Get Shipping’ button.
You will receive 2 quotes, 1 to your home and 1 to the closest depot to your home. Your quotes will be calculated and show below the postcode box.
Q: Shipping is expensive, can you better your price?
We can certainly try to find cheaper shipping prices. Choosing to have your goods delivered to the closest depot to you can save substantially on shipping. We have included depot collection prices into our shipping calculator.
You could also have your order delivered to your business. Please note: Delivery is to commercial business addresses only. If on a pallet, unloading facilities (ie: a forklift) must also be available at the business address. Please feel free to contact us for a shipping quote to your business.
Please contact us with your shipping request by completing our Contact Us form, or calling us on 1300 740 377.
For more info on shipping please visit our shipping & returns page.
Q: Do you ship to PO Boxes or Parcel Lockers?
Unfortunately we cannot ship to PO Boxes or Parcel Lockers. Please include a valid Australian address for the delivery of your order.
Q: Which couriers do you use to ship with?
Since we deliver nationwide we use several different couriers – Aramax, Capital Transport, Couriers Please, TNT Road Express, TOLL Ipec & TOLL Express and Sendle. If for any reason we need to use a different courier to these we will do so.
For more information about our shipping, please click here.
Q: Can you call me prior to delivery of my order?
No, unfortunately our couriers do not have the facilities to call you prior to delivery.
Q: Do you ship Internationally?
Currently we only ship our products to Australia. However, if there's a product that you are interested in please contact us by completing our Contact Us form, with your full delivery address.
We can check how much shipping to your country will cost. Please do keep in mind that most of our products are heavy and could be expensive to ship overseas.
Q: How soon can I get my order?
Most orders will be shipped to you within 24 hours of making your purchase.
Deliveries to major Australian metropolitan areas will then take approx. 24-72 business hours. It could be up to another 24-72 hours to rural areas.
Please note: This excludes custom designs products which will take approximately one week to produce. Also, deliveries are only made on business days, during business hours.
Q: Do I need to be home when my order is delivered?
No, you do not need to be home for delivery. If you're not at home when your order is delivered, our courier will leave it at the front door.
If you have any delivery instructions please include them on your order. You will find an ‘Add a note to your order’ on the cart page. Alternatively you contact us via our Contact Us form as soon as possible.
If you prefer not to have your parcel delivered when you're not at home, we recommend using an alternate address such as your work or neighbours house.
Q: How do I track my order?
Once your order has been shipped, you will receive an email with tracking details. This will include the tracking number specific to your order and delivery. Simply follow the links on your email to follow the tracking of your order.
If you haven't received an email with your tracking details, please check if it has landed in your spam folder. If you still can't find it, please contact us by completing our Contact Us form, or calling 1300 740 377 and we will provide you with your tracking number.
Alternatively if you have created an account with us, you can login and track your order in your account.
Q: Why do I need to help with off-loading my delivery? Is there an alternative?
Many of our metal products are large heavy items and our couriers will need to use a tail lift for anything weighing over 40kg.
The use of a tail lift is an additional $50 and we want to help you save this fee if possible. To save the $50, most of our customers are happy to help the courier off-load the fire pit when it is delivered.
If you are unable to assist, we can provide an alternative, however this will also incur an additional delivery fee.
Q: What is a "Tail Lift"?
A tail lift is a specialised delivery service. The courier will have a hydraulic jack on their truck so they can off-load on their own without any assistance.
Any product over 40kg will be delivered using a tail gate. Your shipping fee will include the tail lift delivery which will make it more expensive than a normal delivery.
Q: I've only received part of my order. Where is the rest of it?
If you have ordered multiple items, we may have consolidated them into one carton. Please check the carton if you think you have not received all of your order.
If your tracking number shows there should be more than one carton and you have only received one, please contact us by completing our Contact Us form, or calling 1300 740 377.
Sometimes orders can be split up and cartons are delivered separately, we can advise when your next carton(s) will be delivered.
EXCHANGE OR REFUND QUESTIONS
Q: My product has arrived damaged. What do I do?
Although we take extensive care when packaging orders, sometimes damages happen during transit. Please inspect the packaging of your item(s) on delivery, if you notice any damage please make note of it when signing for delivery.
If your item(s) has arrived damaged, please take some photographs and contact us and we will work with you on how we can best resolve the issue. Please take photos of all damage, including the item and any damaged packaging.
Q: Do you accept returns or exchanges?
We want you (our customer) to be completely satisfied with your purchase, so yes we do accept returns and exchanges. To return or exchange your item you will need to contact us within 30 days of purchase.
You will need to make sure the product and packaging is still in a perfect re-saleable condition, with no missing product parts and no damage to the packaging.
Once we have received your returned product, we will process the refund or exchange.
Please note: We do not refund shipping costs. Therefor for a Refund - we will only refund the product cost. For an Exchange - You will also incur a new shipping cost when the exchanged product is shipped out.
Q: How much time do I have to return an item?
If you change your mind or are not happy with your purchase, please contact us within 30 days of the purchase date. Please read our returns policy here.
Q: How long will it take to get my refund?
If you are returning your product due to change of mind, your refund will be processed once we receive the product in saleable condition (i.e. unopened packaging and in brand new perfect condition).
Refunds will only be issued to the original credit card that you use when placing your order. Once the refund has been processed, it can take up to a few business days for the funds to be received back onto the card the original order was placed with. This is dependent on your bank. See our returns policy here.
How do I become a supplier to your online store?
If you are a supplier of metal art products and would like to supply us with your products, please contact us by completing our Contact Us form, or by calling us on 1300 740 377.