FAQs

A: Once you become a client, all the supplier products, contact info are available in the client pack.

A: The suppliers will be given your contact details on Wechat and we will introduce you to them. If you want a certain tile for example, you would send the supplier a photo of it and they will reply with same, similar or catalogues for you to choose.

A: Our suppliers will always try to match the product you are seeking however sometimes suppliers do not have the same product or are not able to supply a suitable match, in which case they will provide their best alternative for you to consider.

A:Yes

Our products conform to Australian Standards for e.g.; all of our glazing conforms to AS1288 and our plumbing products are Watermarked Certified this is a product quality certification undertaken by independent certifying authority and ensures compliance to the Plumbing Code Australia and the associated Australian Standards AS(3500) – this certification is mandatory per the plumbing regulations. Our products come with Watermark Certification and license numbers ensuring it is safe to use with Australian Water Systems.

A: Those products falling under the wets rating system are rated and labelled according to the WELS Standard AS/NZS 6400:2005. The WELS system measures efficiency and flow rate of water that is going directly into a drain it excludes bath taps/spouts given they supply water into a bathtub and the water does not flow directly into the drain at first instance, whereas a shower head will have a WELS rating given the water goes directly into the drain.

A: Yes

You will need to forward your design requirements and measurements along with your design drawings (even hand drawings with measurements will do to start the process) to the suppliers with your custom measurements – The process to get a quote is by uploading this under the ‘Get a quote’ tab.

A: Ship – Your- Reno allows a total of 14 days from time goods have been delivered to site (evidence of delivery date may be required) to determine if goods are damaged or missing. We advise opening and inspecting your goods within this time period. In the event that this has occurred please contact us immediately by email so that we can liaise with our suppliers.

A: Ship – Your – Reno does not provide returns it acts as a facilitator and procurement service only. Suppliers do not issue refunds for change of mind purchases.

A: Do your products come with full manufacturers warranty?

Yes and the warranties are provided by the individual suppliers meaning the warranty period may be diferent between suppliers. The warranty periods are noted in the Products section of this website.

A: Occasionally we will sell off ex display products – these products may not be covered by warranty – if this is the case we will let you know……… Do we include that these products are non returnable ex display products.

A: Ship – Your – Reno only uses suppliers that provide warranties on their products. These warranties and the relevant terms and conditions can be located in the products available section under the corresponding product.

In the event that something does go wrong you need to contact the manufacturer by email and include a copy of your original receipt, and provide evidence of the issue by photo and explaination. Also cc Ship- Your-Reno into the email. The manufacturer may

send someone to assess what to do to either fix or replace the item (if the item is deemed defectve). We will assist with liaising with the supplier should you encounter difficulties.

A: Payment to become a client can by made by debit or credit card, or by direct deposit. Payment of the products is made directly to the manufacturer as per the details on the invoice.

A: At this tme payments must be made via direct deposit of funds to the suppliers. This is done by your payment choice. The most used method is by direct international bank transfer.

A:FCL – means your goods fill the entire container and is typically cheaper if you are shipping enough goods to fill the container.

LCL – less than a container load means your goods do not fill the entire container, your goods will be shipped with other boxes, pallets etc that belong to other people. This requires your goods to be consolidated at the port of origin (where the goods are coming from) then deconsolidated at the port of destination (Australia) – this is why LCL transit takes a few days longer than a Full Container Load (FCL)

Who sets the fees for ocean freight?

The Freight forwarder not Ship – Your – Reno

A: Customs clearance is typically done by your freight forwarder (i.e.; group organising the shipping) Customs dutes and GST must be paid before being released for delivery.

A: Insurance 0.3% – 0.5% of your Commercial Invoice Value (the amount you paid for the goods) you can organize this through your freight forwarder or a third-party insurance agent.

A: Allow approximately 1 month for port formalities, ocean freight, and delivery to site.

Once ready to go (all goods cleared customs and deconsolidated if necessary) delivery to your site will depend on where the goods are to be sent and how they are to be sent.

A: Note this list is not exhaustive:

Chinese New Year – Late January early February dates follow the lunar calendar – Factories Shut down during this time expect delays

Golden Week – October 1st (week long festival) – Expect delays

Dragon Boat Festival – June dates follow the lunar calendar – expect delays Port Congestion, Bad Weather and customs delays will impact delivery times

Other factors include changes imposed by governments and or factors outside of our control or knowledge.