FAQs
All prices are listed in Australian Dollars (AUD)
Shopping
Q: How do I find the product I am looking for?
A: There’s several ways to look for products -
- Mega Menu – navigate via our core categories on the grey mega menu across the top of any screen
- Core Categories List – navigate via our core categories listed on the top left of any screen
- Search – type in the name, Product Code or description of the item you are looking for in the search form at the top right of any screen. A list of matches will drop down, either click on the one you want or press enter to display all results
You can browse products in Grid view or List view – to switch views, click on the icon at the top of the results.
Q: How do I add an item to my shopping cart?
A: Any time you see an Add To Cart button, click it to add the item to your Shopping Cart.
A link to your cart is at the top right of the screen.
Q: How do I view my shopping cart?
A: A link to your cart is at the top right of the screen. Click on the ‘My Cart’ link to view your cart. In your cart, you’ll be able to edit the number of items you’re ordering, run a shipping calculator for an estimation of your shipping costs, apply coupon codes and view a total price
Q: How do I edit the items in my shopping cart?
A: Click on the My Cart link at the top right of the screen. Click View Cart. Enter the Quantity to change the number of items you want to order. Click on the red bin button to delete the item from your cart. Click on the update my changes button to save changes to your cart.
You can also run the shipping calculator for an estimation of your shipping costs.
Q: How do I get to the checkout?
A: Click on the My Cart link at the top right of the screen. Click Checkout. You can either check out as a guest, or log in. If you log in, all your previous address details will be displayed. On the checkout screen, you can apply a coupon/promo code or redeem a gift voucher, review your address details, update shipping address and enter payment details.
Q: How do I use the Wish List?
A: The wish list can be used to add products to a shopping cart that never expires - it's like having a Christmas List that grows and grows.
To create a wishlist, you’ll need to log in or create an account.
To add or remove an item from your wishlist, find the item and view the product detail page (i.e. the page with the big picture in the middle of the screen), click Add to Wishlist (below the Add to Cart button).
Select the wishlist you want to add/remove the item to/from, or create a new wishlist, and click Save.
To view you wishlists, click on Wishlist at the top right of the screen.
In the Wishlist area, you can view wishlists or delete your wishlist.
To get a copy of your wishlist, please email us at info@thecombatcompany.com.au
Q: How do I use my Coupon Code?
A: You can apply a coupon code in your shopping cart or during checkout.
In the Shopping Cart, type your coupon code in the Discount Code section and click Apply. This will apply your coupon to the items already in your cart while you are shopping.
During checkout, type your coupon code in the Apply Coupon / Promo Code. This will apply your coupon to the items in your cart.
The coupon code will only be applied once.
Q: How do I use a gift certificate?
Note! Prize vouchers don't work like this. See below for more information.
A: You can apply a gift certificate / gift voucher during checkout. In Step 3: Payment details, click Redeem a gift voucher. Enter the voucher code, then enter the secret code and click Redeem voucher.
Q: How do I use a prize voucher?
A: First, create an account on our website, if you haven't already got one.
Email info@thecombatcompany.com.au and let us know you've got prize vouchers that you want to use, as well as the event name and date. We will allocate your voucher amount to your account and email you back when its ready. The amount will show up as a credit when you checkout.Vouchers are valid for six months from date of issue.
Note! It is very important that the TO of your event has contacted Steve for security reasons, Steve needs to have the list of prize winners from the TO directly. You cannot swap / trade your vouchers to anyone else - this will make your voucher invalid.
Account management
Q: How do I create an account?
A: You can create an account at any time by clicking Sign In / Register at the top of the screen, and completing the New Customer form.
Or, you can create an account after your first checkout. Enter your address, shipping and billing details and complete your order. After you have submitted your order, click the Activate Account and Create Password button to create a new account.
You’ll be sent a confirmation email and will be able to log in. The details you entered at checkout will be saved with your account.
We’ll never share your details with anyone for any reason – your account is purely to make it easier and faster for you to shop with us. Please review our Privacy policy for more information.
Q: I forgot my username / password
A: If you forgot your username / password, click Sign in / Register at the top of the screen.
On the left side of the screen, follow the link next to Forgot Your Password.
Type in the email address that you registered with and click Send me a new password.
If you don’t remember the email address that you registered with, email us at info@thecombatcompany.com.au and let us know your full name / address – or as many details as you can so we can find out. We’ll send you your registered email address and reset your password.
Q: How do I change my password?
A: To change your password, click Sign in / Register at the top of the screen. In your Account Summary, click Change my Password (on the right). Enter your current password, then enter your new password twice, and click Change my Password.
Post sales support
Q: My kit has missing parts, what do i do?
A: Our community is very lucky to have fantastic manufacturers. Nearly everyone of them will happily sort out any missing/damaged parts directly with the end user. So rather than contact us, email the manufacturer directly.
- Give them your name and address.
- Let them know where you bought the set and what is missing or wrong with it.
- Send them a picture, it helps if you circle of point out the missing or damaged part.
- Remember to be polite when you contact them and that their native tongue may not be the same as yours.
If the above fails and you get stuck or need help, let us know and we will jump in to help you.
Please refer to Returns and Refunds for more information about our returns and refunds policy.
Q: How do I track my order?
A: Once your order has been dispatched, depending on your shipping method, you may be able to track your order.
Click Sign in / Register at the top of the screen.Scroll down to My Orders and find your order number. Click on the Track button. On the Track order screen, scroll down. The Shipping Details and tracking links are displayed on the right side of the screen.
Stock levels and backorders
Q: How do I know if The Combat Company has a product in stock?
A: We’ve got a Qty In Stock feature for every item on our website. It will show you whether the item is in stock (1-5+), special order in, advanced order or out of stock.
Please note that this feature is 99% correct – we also take orders over the phone, at events, on Facebook, on Ebay, etc. Don’t worry, though, we do update our stock figures regularly.
Q: How long will it take for you to get an order back in stock?
A: We receive stock on a regular basis. If the item you’re after is out of stock and you’d like to know as soon as it comes in, use the Notify me function. If an item is out of stock, it will have a Notify Me button instead of an Add to Cart button. Click on the Notify Me button, enter your name and email address and click Save My Details. When the item is back in stock, you will receive an email to let you know.
If you have specific questions regarding stock availability please email info@thecombatcompany.com.au.
Q: What happens if I order a product that is out of stock?
A: Our website does not allow you to order items that are out of stock, but very occasionally, we may not have an item in stock. This may be because the item has been sold in store or at an event before the system has been updated, or the item has been lost or stolen. This only happens very rarely – our systems are updated in real time. If it does happen, we’ll contact you within 1 business day of you placing your order to let you know of the options we can offer. We will let you know when the item is expected in, or we can work out something else for you.
Q: What is a Special Order Item? How long will it take to arrive?
A: A Special Order Item is something we have to order in especially for you. The ETA we indicate is our best estimate, but subject to availability and speed of process with the supplier. If you order a special order item along with regular in-stock items, the whole order will be held until the order-in items arrive. All items will be shipped together.
Q: What is a Pre Order / Advance Order item? How long will it take to arrive?
A: A Pre Order / Advance Order Item is a new product that hasn't been released by the manufacturer yet. If you order an advance order-in item along with regular in-stock items, your whole order will be held until the advance order items arrive. All items will be shipped together.
Q: Are your products New or Used?
A: Unless otherwise noted in the Product Description, all products sold by The Combat Company are brand new.
Q: I am after something not listed on your website. Can you get it in?
A: We may be able to - a lot of our ranges start out with people asking about them. Shoot an email through to info@thecombatcompany.com.au to find out.
Shipping and Postage
Q: Can I pick up the goods I have ordered from the warehouse?
A: Yes you can! Our fantasy factory is located at Unit 4, 16 Hearne St, Mortdale, NSW.
When you check out, select your Freight Method as Pickup from The Combat Company. Once payment is received, we will pick and pack our items and set them aside until you come pick them up. For opening hours, please see the Contact Us page.
Q: What are your shipping charges?
A: We offer free shipping on orders over $150 in Australia, and $250 in New Zealand.
Up to that amount, shipping charges vary depending on the weight of the items in your order. You can estimate your shipping charge using the Shipping Calculator located on the product details page, in your Shopping Cart and during checkout.
To use the Shipping Calculator, enter your Country and your postcode.
For more detailed information regarding on shipping, please refer to the Postage and Handling page.
Q: Do you ship to my country?
A: We ship to Australia, New Zealand and most countries in the UK and North America. Due to a number of fraudulent incidents, we have restricted shipping to certain countries in Europe, Asia, South America and Africa. If you are looking to ship items to one of these countries, please contact us at info@thecombatcompany.com before placing your order. We may accept your order but may request a particular payment method to minimise risk of fraudulence.
Q: How soon do you ship?
A: Every item has a shipping indicator to let you know how soon we’ll be able to ship. The shipping indicator is displayed on the Product details page (i.e. the page with the large product image on it).
Billing
Q: How do you accept payment?
A: We offer a range of Payment methods for your convenience.
Paypal - for all customers
On the Payment Information screen, click Pay using Paypal. You will be redirected to the PayPal website. If you are an existing account holder, log in and process your payment. If you do not have a PayPal account, either sign up or follow the prompts to process your payment.
Direct Bank Deposit / Funds Transfer - Australian customers only
Our bank account details are displayed on the Payment Information screen, but if you missed it:
Account name: Modifx Group Pty Ltd
BSB: 032167
Account number: 368911
Use your Order Number in the Direct Deposit Description, so we can identify your payment easily. Make the direct deposit for the exact order amount including postage.
Q: Something happened as I was trying to pay! Oh-no! What should I do?
A: If something happened while you were trying to pay and you are not able to continue then please email us using the Contact Us page.
Make sure you include your surname and your intended payment method. Within 24 hours we will send you the information you require to complete the transaction.
Q: I need a copy of my invoice. Can you send me one?
A: Please email us using the Contact Us page.
Include your Order Number, Surname and let us know you’d like a copy of the invoice. We’ll send one to you within 1 business day.