FAQ and Support
Product Information and Guides
Where are your products made from?
What are your products made from?
What are the differences between the Brazilian and Mexican hammocks? Which is better?
Which hammock would you recommend for outdoor use?
Which hammock would you recommend as a gift?
Do you sell gift certificates?
What hammocks would go with your frames?
What accessories can I use to hang my hammock?
What are the difference between the hammock chairs and sofa chairs?
Where can I get more information on setting up a hammock or a frame?
My item arrive with a missing part, what can I do?
How can I find out when an “Out of Stock” item is available again?
I want one of the items in a specific colour, is it possible to order it?
One of the items I like has been removed from your site, will it come back again?
Does the item price include GST?
How can I cancel or modify my order?
What happens if I accidentally place a duplicate order or make a mistake when ordering?
What methods of payment do you accept?
I have received a gift voucher from a friend to use at Hammocks Online, how do I apply this gift voucher with my order?
Will I receive a tax invoice or receipt with my purchase?
Are my credit card details secure?
Can I have the product delivered before making a payment?
How much time do I have to make payment?
Can I pickup my item?
Do you ship outside of Australia?
Who will ship my order?
Can you deliver to PO Boxes?
Do I need to sign for my delivery/be at home when it is delivered?
What happens if I was not home when the items were delivered?
What happens if the items are damaged during transit?
How long does delivery usually take?
What do I do if I do not receive my item?
Warranty, Returns and Exchanges
Are Hammocks Online products covered by warranty?
What do I need to do for a warranty claim?
Is warranty extended for a newly replaced item?
Is warranty transferable?
Who should I contact for a warranty claim?
What is your Returns/Refund Policy?
The product I received was not what I ordered (product, size, colour)/different from what was advertised, what can I do to get an exchange or refund?
I have received a faulty or damaged product. What do I do?
FAQ
- Product Information and Guides
Where are your products made from? up
Our products are imported from Mexico, Brazil or China. They are specified in the product description. Most frames and accessories are made in China. We are sourcing some Australian products for our store as well, do come back for new product updates!
What are your products made from? up
Most of our hammocks and hammock chairs are made from 100% cotton. Our frames are made from solid steel or wood. They are specified in the product description for each product.
What are the differences between the Brazilian and Mexican hammocks? Which is better? up
The Brazilian hammocks are a solid piece of 100% cotton fabric. The Mexican hammocks are 100% cotton string open-weave hammocks. Depending on what you’re after, they’re both very comfortable.
Which hammock would you recommend for outdoor use? up
We would recommend the Outdoor Camping hammocks for outdoor use. This is because they are waterproof. We do not recommend our Mexican or Brazilian hammocks to be left under direct sunlight or rain.
Which hammock would you recommend as a gift? up
This would depend on your budget. Our Siesta Brazilian hammocks are the most popular range, and middle priced. We also have the Boutique hammocks which are slightly more expensive. Alternatively, we also have gift certificates for sale.
Do you sell gift certificates? up
Yes we do. Please see Gift Certificates.
What hammocks would go with your frames? up
Our frames are designed to suit most Brazilian and Mexican double and queen size hammocks. Please contact us if you would like more advice on this.
What accessories can I use to hang my hammock? up
Depending where you’re planning to hang your hammock, we have a wide range of accessories to help you hang them. Please refer to Accessories and Downloadable Resources to help you choose and instructions to hang your hammock correctly.
What are the difference between the hammock chairs and sofa chairs? up
Our chairs hang from one point, suitable for smaller places. The sofa chairs come with padded foam inserted inside, which gives padded support. The hammock chair would contour according to your body shape.
Where can I get more information on setting up a hammock or a frame? up
Please refer to Downloadable Resources or contact us directly.
My item arrive with a missing part, what can I do? up
Please contact us to get a spare part send out to you as soon as possible.
How can I find out when an “Out of Stock” item is available again? up
You can contact us for more information and place a backorder. When they become in stock, we will contact you to confirm your order prior to delivery. Alternatively, visit our site often for new product arrivals and updates.
I want one of the items in a specific colour, is it possible to order it? up
Please contact us directly as we may have new colors that are not updated on the site. We will try to match your request as close as we can.
One of the items I like has been removed from your site, will it come back again? up
Please contact us directly as the item may just be temporarily out of stock, or we may have some old stock available.
- Ordering
Does the item price include GST? up
Yes, all prices shown on our site includes a 10% GST.
How can I cancel or modify my order? up
Unfortunately, this is not allowed. Please contact us immediately if you decide to change or cancel your order. If your order has not been processed or shipped out, we may be able modify or cancel it.
What happens if I accidentally place a duplicate order or make a mistake when ordering? up
Usually, if we receive a duplicate order, we will contact you to see if it was made by mistake. However, we are not responsible for duplicate orders or mistakes when ordering. Please contact us immediately if you find that you have made a mistake with your order, and we’ll try our best to help you rectify the problem.
- Payment
What methods of payment do you accept? up
We accept credit card (Visa or Mastercard), Money Order or Cheques and Bank Deposit or Transfer.
Please note that we will only send you your order once we receive full payment. However, if we receive a chargeback from your bank, the items delivered to you remains the property of The Hammock Co until full payment is made. If payment is not received within 30 days, we may send your details for debt collection and any additional costs related will be at the cost of you.
I have received a gift voucher from a friend to use at Hammocks Online, how do I apply this gift voucher with my order? up
Will I receive a tax invoice or receipt with my purchase? up
Yes, you will receive it with your order. If you did not receive it but would like a copy, please contact us and put your order number as reference.
Are my credit card details secure? up
Yes they are stored in a secure web server. We only collect your credit card details for payment for your order and we are not involved in any exchange or selling of your credit card details to other people.
Can I have the product delivered before making a payment? up
Unfortunately, we cannot do that. Payment must be received in full prior to delivery.
How much time do I have to make payment? up
You have up to 7 days to make a payment. Do not forget to quote your order number if paying by Money Order or Cheques and Bank Deposit or Transfer. Please send us your remittance advise via email at sales@hammockco.com.au for quicker processing if done via bank transfer.
- Delivery
Can I pickup my item? up
Yes, you may arrange for pickup at our warehouse in St Peters (Sydney), New South Wales. Please state this in your order and our address details will be sent to you.
Do you ship outside of Australia? up
At the moment, we ship all of our products in Australia free of charge. We may accommodate for small orders outside of Australia such as New Zealand if you are willing to pay for shipping. Please contact us for more information.
Who will ship my order? up
We usually ship by Direct Freight Express or Australia post. This would depend on what you’ve ordered and the size of the order. If you order one hammock, we usually send it by Australia Post if they can fit in the prepaid satchel. Frames, chairs and multiple hammocks are sent by Direct Freight Express.
Can you deliver to PO Boxes? up
We can only deliver to PO Boxes if we send by Australia Post (for one hammock orders). Please contact us to clarify which method your hammocks will be sent by.
Do I need to sign for my delivery/be at home when it is delivered? up
Yes, in most cases you need. If we send your items via Australia Post, you will most probably be left with a card to collect your order at your nearest Postal Office. If we send by Direct Freight Express, we may leave special instructions for the courier to leave your items at a safe place outside your home. We are, however, not responsible for any lost items due to these special requests.
What happens if I was not home when the items were delivered? up
If we send your items via Australia Post, you will most probably be left with a card to collect your order at your nearest Postal Office. If we send by Direct Freight Express, they will also leave a card with their contact details to arrange for an alternative delivery time.
What happens if the items are damaged during transit? up
We are happy to send a replacement for items that have been damaged during transit.
How long does delivery usually take? up
For Australia Post deliveries, they are usually sent within a day with the Express service, or up to 7 days with the regular service. We are based in Sydney, so it depends on your location. Please contact us if you need more information.
For Direct Freight Express deliveries, here are the usual delivery timeframes:
Sydney Metropolitan - 1 day
NSW – 1-2 days
VIC – 2-4 days
QLD – 2-4 days
SA – 2-4 days
WA – 3-5 days
NT – 4-7 days
Others – 7 days or more
Please note that there may be unforeseen circumstances which will affect delivery times and warehouse despatch. Please allow up to 3 days for despatch from our warehouse from the time of order and up to 7 days for delivery before contacting us.
What do I do if I do not receive my item? up
Please contact us if you do not receive your order within 10 days from the time of order. We will help you to locate your item.
- Warranty, Returns and Exchanges
Are Hammocks Online products covered by warranty? up
Yes, all our products have a one year warranty on all materials and workmanship from the time of sale.
Claims can be rejected if The Hammock Co finds that the result of the fault is due to misuse (example: Hammocks that have been left outdoors under direct sunlight or rain).
What do I need to do for a warranty claim? up
To claim your warranty, please write to us at sales@hammocks.com.au detailing the product and fault. You may be required to cut off bits of the product and mail it back for us, or send the product back to us for inspection.
Is warranty extended for a newly replaced item? up
No, warranty is not extended for newly replaced items.
Is warranty transferable? up
No, this is not allowed. If we find that you have provided us with false information for a warranty claim, we have the right to cancel your warranty.
Who should I contact for a warranty claim? up
Please write to us at sales@hammocks.com.au or use the Contact Us form.
What is your Returns/Refund Policy? up
We do not accept returns and give a refund if you change your mind or decide that the product is not quite what you were looking for. We can, however, give you credit if you return the product to us in an un-used condition in its original packaging. You will cover postage to return the goods to us and for a replacement.
The product I received was not what I ordered (product, size, colour)/different from what was advertised, what can I do to get an exchange or refund? up
Please contact us and we will organize an exchange. Please note that colours may vary slightly from images shown.
I’ve received a faulty or damaged product. What do I do? up
Please contact us for a replacement.
- Other Enquiries up
If you cannot find answers to your questions here or if you have any further enquiries, please do not hesitate to contact us or call 1-300-733-100.
