FAQ
Q1. How does shipping and delivery work?
We offer free sea freight delivery to your door Australia wide direct from the manufacturer.
Free delivery to the Melbourne TASFREIGHT depot for Tasmaniacs. You take it from there.
Your machine is assembled to order. This usually takes 2-3 weeks. Sometimes there are supply delays due to upgraded components. It happens. Which would you prefer? A machine with parts missing or substituted to less or a machine complete and late.
You can cancel and ask for a refund during this period.
Your mower is then sent to China docks, processed through China Customs and loaded into a container. This takes 2-7 days.
Once the mower leaves the factory, refund and exchange conversations will not be entered into until machine arrives at your property.
Once the ship leaves port the International tracking number is usually issued, your order is loaded and a 3 week ocean cruise begins.
You will get an email with tracking details when we do. Sometimes the is a delay of a few days between ship departure and getting details.
At port, cargo is unloaded and passed thru Australian Customs. 3-12 days.
Local courier picks up, new domestic tracking number is issued and machine is usually delivered to your property within 2-7 days. Safe large truck access required. Machines are delivered in a crate using a tailgate loader and pallet truck.
Q2. Can I change my shipping address?
Provided your order has not shipped, please send us the new shipping address details ASAP and we can change this over for you.
To advise us of any changes please email us at: rebels@rebelmowers.com.au ASAP!
If your order has already shipped, don’t panic! Contact us as soon as you know.
Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. So, please ensure you carefully check your address details entered at checkout.
Q3. Help! My order is lost/hasn’t been delivered?
We will know before you will if the order is lost. All orders are insured and we will be on the job before you realize.
Q4. What is your return policy?
Rebel Mowers have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Returning your purchase to Hastings Victoria is at your expense.
To be eligible for a full return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging and suitable for resale as a new machine. You’ll also need the receipt or proof of purchase.
Used machines are not eligible for return. We may consider onselling for you.
To start a return, contact us at rebels@rebelmowers.com.au.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at rebels@rebelmowers.com.au.
Damages and issues
Please inspect your order upon arrival, let the carrier know (travel damage is their responsibility) and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Q5. I have an issue with my order, what do I do?
Something not quite right with your order? Email us at rebels@rebelmowers.com.au and let us know what’s gone wrong.
We’ll do our best to resolve any issues as quickly as possible.