Frequently Asked Questions

Q. What happens if an ordered product is Out of Stock?

A. In the unlikely event we run out of an item you have ordered, we will place it on a pre-order and as soon as we receive the stock we will post it on to you. AAI will pay for the freight. OR alternatively we will refund you for it and ship the other items in your order.

Q. What happens if the product is damaged or faulty and AAI agrees to a replacement, do I have to pay the new freight charges?

A. No! AAI will pay the second freight send out.

Q: Can I order AAI products Wholesale to sell in my own store?

A: Yes! AAI has a Wholesaler Trade Application Form you can fill out - apply for access here

Q: Can I track my order?

A: Yes, once your order has shipped your Tracking Number will become available.

We use the Australia Post eParcel System and recommend the use of their Tracking System so you know where your parcel is anytime you want. The email address entered when you place an order will receive an email with details of your Tracking Number and allows you to track your items once they have been dispatched. To track your delivery please go to: http://www.auspost.com.au/track. Any delivery enquiries should be directed to Australia post on 13 POST (13 7678).

Q: Do you print paper catalogues and Price lists?

A: No, due to the constant updates to our range of Products and as part of our commitment to the environment, AAI no longer prints paper Catalogues and Price lists—but links to download these and print at your own convenience will continue to be available via request. Please email us with your particular Product Price list requests.

Q: How can I find a store in my area that carries AAI products?

A: AAI Products are stocked in a wide variety of Homewares and Giftware shops, all over Australia and now also available in some stores overseas. Because of our wide product range, We cannot be certain which of our products any given store carries at the time, however we are happy to recommend some shops near you. Just contact us with your postcode so that we can supply you with the relevant details to help you get in touch with the store near you for their product availability.

Q: Is it possible to change an order once it is submitted? (For example, "I just placed an order and would like to add/remove items from the order)

A: We're sorry, we cannot change or modify orders or shipping information once you have submitted your order. Please thoroughly check your order before you submit. We start to process orders very quickly, and once we begin to administer an order we're unable to modify it. We apologise for any inconvenience, and we hope that in the majority of cases our faster processing times and record keeping, work to your advantage. If you have questions about your order, please contact us

If you would like to add to your order, you will need to place another New separate order on the website.

Q: What are your standard shipping methods and rates?

A: We ship everything via Australia Post; rates are based on package weight size and destination. See more detailed shipping information here

Q: What is your return policy?

A: AAI does accept returns and offers a replacement of faulty goods. If your item arrives faulty or damaged, please contact us within 7 days of Delivery of items. AAI does not accept returns because you changed your mind. Faulty goods must be reported within 7 days so as to give you time to unpack and open items to thoroughly check the order you received. For us to investigate claims/complaints/concerns, we require fax/email confirmation regarding the problem/concern. A Claim/Returns Form must be completed. As it can be very difficult for us to assess the situation/damage without actually being able to see the product you are reporting, we ask for photographs to be provided. If you are able to send photos of damaged stock (either mailed hard copy or emailed to us), this may speed up the process and is greatly appreciated. Once these details have been received, AAI will look into it as soon as possible and contact you immediately with any information or solutions we can offer. Please note that AAI will not accept returns without prior approval. DOWNLOAD AAI RETURNS FORM

Q: Where is AAI located? How long has AAI been in business?

A: We were founded in 2001 and our Head office is located in Victoria, Australia. Discover more about us in Our Story

Q: Which Credit Cards do you accept?

A: AAI accepts Visa and MasterCard

If we could not answer your question here please contact us:

Email: enquiries@aaitrading.com

Please include any relevant information such as online Order Number / Name

Phone: 0061 3 9532 2286

Monday-Friday 9:00am to 5:00pm (Australian EST- Excludes Victorian Public Holidays and Christmas Season).