Help Desk - Ordering & Shipping

<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN"> <html dir='LTR' lang='en'><head> <meta http-equiv="x-dns-prefetch-control" content="on"><link href="//pagead2.googlesyndication.com" rel="dns-prefetch"><meta http-equiv="X-UA-Compatible" content="IE=edge" ><meta name="viewport" content="width=device-width, user-scalable=1" ><meta http-equiv="Content-Type" content="text/html; charset=UTF-8" ><title>Help Desk - Ordering & Shipping</title><base href="https://www.fishpond.com.au/"><link href="https://ajax.googleapis.com/ajax/libs/jqueryui/1.8.1/themes/cupertino/jquery.ui.core.css" media="screen" rel="stylesheet" type="text/css" ><link href="https://ajax.googleapis.com/ajax/libs/jqueryui/1.8.1/themes/cupertino/jquery.ui.theme.css" media="screen" rel="stylesheet" type="text/css" ><link href="https://ajax.googleapis.com/ajax/libs/jqueryui/1.8.1/themes/cupertino/jquery.ui.autocomplete.css" media="screen" rel="stylesheet" type="text/css" ><link href="https://cdn-w.fishpond.com.au/stylesheet_secureau7fbda3fdc4b996b8d586636d9c5fb2ac5d9c6d0fe01931ce08af23d2.css" media="screen" rel="stylesheet" type="text/css" ><link href="/public/css/account.css?v=a53fb054f9b3008428f7a80ab9ecd3b1" media="screen" rel="stylesheet" type="text/css" ><link rel="apple-touch-icon" href="https://cdn-w.fishpond.com.au/apple-touch-icon.png"><link rel="apple-touch-icon" sizes="57x57" href="https://cdn-w.fishpond.com.au/apple-touch-icon-57x57.png"><link rel="apple-touch-icon" sizes="114x114" href="https://cdn-w.fishpond.com.au/apple-touch-icon-114x114.png"><meta name="p:domain_verify" content="67454c976aa6ba911a533ec498b25621"/><style type="text/css" media="screen">  </style><script src="/public/js/modernizr-custom.min.js"></script><script type="text/javascript"> // </script><script type="text/javascript" src="https://www.googletagmanager.com/gtag/js?id=G-ZLQV55WCMR"></script><script type="text/javascript"> // </script><link href="https://fonts.googleapis.com/css?family=Roboto:300,400,Bold" rel="stylesheet"> <script type="text/javascript" src="//widget.trustpilot.com/bootstrap/v5/tp.widget.bootstrap.min.js" async></script></head> <body > <div id="allpage"> <span class="header-rc-l"></span><span class="header-rc-r"></span> <div id="domain_suggestion_message" class="domain_suggestion_message warning-flash-message"> <p class="fp-header__message"> Hi, it looks like you are in Singapore, we suggest you shop on <a href="http://www.fishpond.com.sg/helpdesk.php?question_id=206">fishpond.com.sg</a> instead. </p> <span id="domain_suggestion_message_icon" class="p-20 cursor-pointer close-icon" >&times </span> </div> <div class="warning-flash-message non-margin non-border-radius"> <p> It seems you're using an unsupported web browser, and may experience issues on our site. We recommend downloading a modern browser like <a href="https://www.google.com/chrome/">Google Chrome</a> or <a href="https://www.mozilla.org/en-US/firefox/new/">Firefox</a> </p> </div> <header class="fp-header"> <div class="content-wrapper"> <div class="content-wrapper-padding"> <ul class="mobile-header__topcontainer d-md-none d-lg-none d-xl-none"> <li id="hamberger-menu-mobile" class="expandable expandable-menu mobile-header__top" block="menu"><img src="https://cdn-w.fishpond.com.au/fp_uploads/site_images/menu-24.png" alt="Menu" class="icon" /></li> <li class="logo mobile-header__top"> <a href="https://www.fishpond.com.au"><img id="logo " class="logo-mobile__header" src="https://cdn-w.fishpond.com.au/fp_uploads/site_images/test_PNG_AU.png" alt="Fishpond.com.au" /></a> </li> <li class="cart-right mobile-header__top cart-header__mobile "> <a href="https://www.fishpond.com.au/shopping-cart/"><div class=" cart-item-count cart-item__header cart-item-count-listmobile ">0</div></a> </li> </ul> <div id="hmenu-container" class="nav-sprite-v3 d-md-none d-lg-none d-xl-none"> <div id="hmenu-canvas-background" class="hmenu-dark-bkg-color hmenu-opaque"> </div> <div id="hmenu-canvas" class="hmenu-translateX"> <a id="hmenu-close-menu" class="hmenu-hidden-link" href="javascript:void(0)"> <div>Close menu</div> </a> </div> <div class="hamberger-heder"> <div class="logo mobile-header__top hmenu-logo"> <a href="https://www.fishpond.com.au"><img id="logo" src="https://cdn-w.fishpond.com.au/fp_uploads/site_images/test_PNG_AU.png" alt="Fishpond.com.au" /></a> </div> <div class="smart-selltext xs-small-d-none">SmartSellTM - The New Way to sell Online <br><span>we won't be beaten by anyone<span></div> <div class=" hmenu-close-icon"></div> </div> <div id="hmenu-content"> <ul class="menu-mobile"> <li class="menu-mobile__item menu-mobile__categories"> <div class="category-icon menu__item-categories"></div> <label for="moretrigger-mobile" style="display:inline-block;top:-1px;position:relative;padding-left:5px;"> <span class="menu__item-content menu__item-content-mobile menu__item-dropdown-ico menu__item-dropdown-ico-mobile">Categories</span> </label> <input type="checkbox" name="moretrigger-mobile" id="moretrigger-mobile" class="menu__dropdown-trigger" /> <div class="menu__dropdown menu__dropdown-mobile "> <div class=" wrapper-mobile"> <ul> <li class="main-menu__categories-dropdown-item"> <a href="/Books" class="menu__categories-dropdown-item-content item-content-mobile">Books</a> </li> <li class="main-menu__categories-dropdown-item"> <a href="/Music" class="menu__categories-dropdown-item-content item-content-mobile">Music</a> </li> <li class="main-menu__categories-dropdown-item"> <a href="/Movies" class="menu__categories-dropdown-item-content item-content-mobile">Movies & TV</a> </li> <li class="main-menu__categories-dropdown-item"> <a href="/gift-vouchers" class="menu__categories-dropdown-item-content item-content-mobile">Gift Vouchers</a> </li> </ul> </div> </div> </li> <li class= "menu-mobile__item menu__item-dailydeals"> <a href="https://www.fishpond.com.au/#daily-deals" class="menu__item-content menu__item-contentlinksmobile menu__item-content-mobile">Daily Deals</a> </li> <li class= "menu-mobile__item menu__item-bestsellers"> <a href="https://www.fishpond.com.au/bestsellers" class="menu__item-content menu__item-contentlinksmobile menu__item-content-mobile">Best Sellers</a> </li> <li class= "menu-mobile__item menu__item-馃巵5minutechristmasshop"> <a href="https://www.fishpond.com.au/christmas-gift-finder/" class="menu__item-content menu__item-contentlinksmobile menu__item-content-mobile">馃巵 5 Minute Christmas Shop</a> </li> <li class="menu-mobile__item menu__item-track"> <a class="menu__item-content menu__item-content-mobile menu__item-contentlinksmobile" href="https://www.fishpond.com.au/helpdesk/track-my-order">Track My Order</a> </li> <li class="menu-mobile__item 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href="https://www.fishpond.com.au/login" >Sign in</a></li><li><a href="https://www.fishpond.com.au/account/create" >Join</a></li><li><a href="https://www.fishpond.com.au/#browse" class="browse">Browse</a></li><li><a href="https://www.fishpond.com.au/wishlist/" >Wishlist</a></li><li><a href="https://www.fishpond.com.au/helpdesk.php" >Help</a></li></ul> </div> <div class="fp-header__logo-container xs-small-d-none"> <a title="Go to Homepage" href="https://www.fishpond.com.au/"><div class="fp-header__logo" style="background-image: url('https://cdn-w.fishpond.com.au/fp_uploads/site_images/test_PNG_AU.png')"></div></a> </div> <div class="fp-header__search-container "> <div style="height: 20px " class="xs-small-d-none"></div> <form id="advanced_search" name="advanced_search" action="https://www.fishpond.com.au/advanced_search_result.php" method="get"> <div class="search"> <span class="search__keywords"> <span class="search__keywords-content"> <input type="text" id="searchbar" 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href="/browse/featured-list/id/2842" style="text-decoration:underline">Grab a bargain today!</a></p> </div> <div style="clear: both"></div> </div> </div> </header> <div id="g_id_onload" data-client_id="994073738580-mmop42hm2fbvnavogm0eov6m3cincpf4.apps.googleusercontent.com" data-login_uri="https://www.fishpond.com.au/oauth/one-tap-sign-in/provider/Google" data-redirect_url="%2Fhelpdesk.php%3Fquestion_id%3D206" data-auto_select="false"> </div> <div id="menu-mobile" class="menu-line xs-small-d-none"> <div class="content-wrapper"> <div class="content-wrapper-padding "> <div class="menu-line__column menu-line__column_left " id="tabs" role="navigation" > <ul class="menu"> <li class="menu__item"> <label for="moretrigger"> <span class="menu__item-content menu__item-dropdown-ico">Categories</span> </label> </li> <li class="menu__item" id="menu__item-dailydeals"> <a href="https://www.fishpond.com.au/#daily-deals" class="menu__item-content">Daily Deals</a> </li> <li class="menu__item" id="menu__item-bestsellers"> <a href="https://www.fishpond.com.au/bestsellers" class="menu__item-content">Best Sellers</a> </li> <li class="menu__item" id="menu__item-馃巵5minutechristmasshop"> <a href="https://www.fishpond.com.au/christmas-gift-finder/" class="menu__item-content">馃巵 5 Minute Christmas Shop</a> </li> </ul> <input type="checkbox" name="moretrigger" id="moretrigger" class="menu__dropdown-trigger" /> <div class="menu__dropdown"> <div class="menu__categories-dropdown-content-wrapper"> <ul> <li class="main-menu__categories-dropdown-item"> <a href="/Books" class="menu__categories-dropdown-item-content">Books</a> </li> <li class="main-menu__categories-dropdown-item"> <a href="/Music" class="menu__categories-dropdown-item-content">Music</a> </li> <li class="main-menu__categories-dropdown-item"> <a href="/Movies" class="menu__categories-dropdown-item-content">Movies & TV</a> </li> <li class="main-menu__categories-dropdown-item"> <a href="/gift-vouchers" class="menu__categories-dropdown-item-content">Gift Vouchers</a> </li> </ul> </div> </div> </div> <div class="menu-line__column menu-line__column_right "> <ul class="menu"> <li class="menu__item menu__item-track"> <a class="menu__item-content" href="https://www.fishpond.com.au/helpdesk/track-my-order">Track My Order</a> </li> <li class="menu__item" style="padding-right: 10px;"> <span class="menu__item-content_delimiter"></span> </li> <li class="menu__item menu__item_account"> <a class="menu__item-content" href="https://www.fishpond.com.au/login?redirect=%2Fhelpdesk.php%3Fquestion_id%3D206">Sign in</a> </li> <li class="menu__item"> <span class="menu__item-content_delimiter"></span> </li> <li class="menu__item"> <a class="menu__item-content" href="https://www.fishpond.com.au/account/create">Register</a> </li> <li class="menu__item menu__item_wishlist"> <a class="menu__item-content" href="https://www.fishpond.com.au/wishlist/">Wishlist</a> </li> <li class="menu__item " > <a class="menu__item-content menu-item-cart" href="https://www.fishpond.com.au/shopping-cart/"><div class="menu__cart cart-item-count">0</div>Cart</a> </li> </ul> </div> <div style="clear: both"></div> </div> </div> </div> <div class="fp-content"> <div class="content-wrapper"> <div id="content"> <table border="0" width="100%" cellspacing="0" cellpadding="0" class="pagelayout-left-right-columns helpdesklayout"> <tr> <td width="100%" class="helpdesk-layout" valign="top"> <div id="helpdesk_content"> <h2 id="page_title" class="pageHeading">Help Desk - Ordering & Shipping</h2><div style="height: 20px"> </div><div class="mainSection main-section-heldesk"><div class="helpdesk_search_wr"><form id="helpdesk_search" name="helpdesk_search" action="helpdesk.php" method="get"> <p class="helpdesk_search_p"> <input type="text" name="helpdesk_search_term" maxlength="200" value="" /> <button class="flat-button blue small"><span class="flat-text">Search</span></button> </p> </form></div><h3>What do the different product statuses mean?</h3>Here is a brief explanation of how an order is processed at Fishpond.com.au and the different order statuses. <ul> <li><b>Processing:</b> Order received and being routed through various distribution centres according to optimal stock levels and the quickest customer arrival time. Orders are also put into processing status when an administrator is checking something manually.</li> <li><b>Released to Warehouse:</b> The instruction to pick the order has been cleared and released to the supplier distribution centre that will fulfill the order.</li> <li><b>Picked & Packed:</b> The item has reached the final allocating stage and is being prepared for shipping to the local distribution centre.</li> <li><b>In transit to our local distribution center:</b> The item has left the supplier distribution centre and in on its way to the local distribution centre.</li> <li><b>(Pending):</b> Some orders are held while we wait for payment or a response from the customer.</li> <li><b>Preparing to Ship/Post:</b> At the local distribution centre, ready to be dispatched to the customer.</li> <li><b>Shipped:</b> Order has been packed and has left the local distribution centre and is now with the postal or courier service on the way to the customer.</li> </ul> <div id="contact_us_box"> <h2 class="box_sub_title" style="font-size: 16px"> Can't find the answer to your question?</h2> <span style="font-size: 14px; color: #000000;"><a href="https://www.fishpond.com.au/contact_us.php"> Send us an email</a> and we'll respond within 24 hours.</span> </div> <div> <a id="feedback"></a> <BR /> <h4>Was this information helpful?</h4> <form id="feedback" name="feedback" action="helpdesk.php?question_id=206#feedback" method="post"><label><input type="radio" name="helpful" id="helpful-yes" value="yes">Yes</label><label><input type="radio" name="helpful" id="helpful-no" value="no">No</label><button class="flat-button blue small"><span class="flat-text">Submit</span></button></form><hr /><p><b>More questions about Ordering & Shipping</b></p></div><ul style="line-height: 22px" class="subcategory"><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=11">What are your shipping rates?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1">How do I place an order with Fishpond.com.au?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=12">Why can't my order be delivered to a PO Box?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1216">How does an e-Gift work?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=2">What payment methods can I use?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=10">Fishpond Premium</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=213">How do I add another product to my order?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=7">Can I pick up my order?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1222">What is Quote Me?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=133">How do I delete an item from my shopping cart?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1224">What is Group Buy?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1208">What is an Unreliable Supplier Product?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=134">What does 'Quantity Available' mean?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=231">How do I change my delivery address?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1156">How can I tell if a product page is for digital music?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1250">Health and Beauty Important notice</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1075">Does Fishpond allow overseas based third party sellers?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1219">What is the wishlist for?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1133">Can I obtain a credit account and use a purchase order to shop?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1204">Can I return a Sell Yours item?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1254">Learn about Fishpond's Image Search</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=226">How do I change my payment method?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1212">Fishpond Scan It Buy It</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=214">What does 'Order Delayed Staff Checking' mean?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1065">How do I change my delivery address?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=132">How do I change the quantity of an item in my shopping cart?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=110">I received a shipped notification by email. When should I expect my order to arrive?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=225">How do I cancel a product from my order?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=1189">What is Fishpond's phone number?</a></li><li><a class="blue_link" href="https://www.fishpond.com.au/helpdesk.php?question_id=220">Where's my order?</a></li></ul> </div> </div> </td> </tr> </table> </div> </div> <span class="footer-rc-l"></span><span class="footer-rc-r"></span> </div> </div></div> <footer class="fp-footer container-fluid"> <div class="content-wrapper"> <div class="fp-footer__container-left"> <div class="link-list link-list-responsive link-list_two-collumns col-xs-12 col-sm-5 col-md-5 col-lg-5 col-xl-4"> <h4 class="link-list__header xs-small-d-none">Buy Online</h4> <button id="buy-online" class="link-list__header link-list__accordion d-lg-none d-xl-none d-md-none "><label>Buy Online</label><div class="arrow-mobile"></div></button> <ul id="buy-online__mobile" class="link-list__group link-list__group-mobile listitem-subgroup" > <li class="link-list__group-item"><a class="link-list__item-link" href="/Books">Books</a></li> <li class="link-list__group-item"><a class="link-list__item-link" href="/Music">Music</a></li> <li class="link-list__group-item"><a class="link-list__item-link" href="/Movies">Movies & TV</a></li> <li class="link-list__group-item"><a class="link-list__item-link" href="/gift-vouchers">Gift Vouchers</a></li> </ul> <ul id="buy-online__mobile" class="link-list__group link-list__group-mobile listitem-subgroup" > <li class="link-list__group-item"><a class="link-list__item-link" href="/bestsellers">Bestsellers</a></li> <li class="link-list__group-item"><a class="link-list__item-link" href="/deals.php">Daily Deals</a></li> <li class="link-list__group-item"><a class="link-list__item-link" href="/product-finder/">Product Finder</a></li> <li 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