FAQ's

How do I register as new customer?

Thanks for your interest and support to Real Smart. You can find Register in the top right corner and all you have to do is to fill in your details. Remember to subscribe to our newsletter as well to stay tuned for our specials.

How do I login to my account?

Click My Account in the top right corner and fill in your email address and password.

What should I do if I forget my password?

To retrieve password, click Forgot Your Password and enter your email address. A new link will be sent to your email to reset your password.

How do I change my personal details?

We welcome everyone to use our dropping service. Please click Become a reseller at the bottom of the page or contact sales@realsmart.com.au for more information.

How do I subscribe to newsletter?

Orders are generally dispatched the very next day after full payment is received. If you would like to make any changes, please contact our customer service representative, however, it is not guaranteed that changes could be made. Our staff will make every effort to satisfy your needs.

How do I unsubscribe from your newsletter?

Login to your account and choose Newsletter Subscription from the left and untick the box. Alternatively, there is an unsubscribe link in the newsletter email you receive from us.

How do I place an order?

Step 1: Choose the item you want to purchase and select the right quantity and click the add to cart button.

Step 2: Review your cart and finalize your purchase by clicking Proceed to Checkout. You can either checkout as guest or register as a new customer.

Step 3: The website will then securely lead you to the address and payment page.

Will I get a tax invoice for my purchase?

When you full payment is received, the tax invoice will be sent to your nominated email address.

Can I change or cancel my order after it is submitted?

With our advanced and comprehensive warehouse system, items are generally shipping out shortly after full payment is received, to ensure you the most efficient delivery. If it is before the order being put in our warehouse system, there might be a change the order can be changed or cancelled but it is not guaranteed. Please contact us immediately if you wish to change your order and hopefully we will be able to accommodate your request before the order is confirmed for shipment.

How do I track my item?

When your order is confirmed, tracking number and courier will be sent to your email or it can be found when you click the order in your account.

Where can I find my previous purchase record?

You will be able to find your purchase history in your account.

Can I come to your warehouse to pay and pick up the item?

Unfortunately, all payment has to be made when you proceed to checkout in our website; and pick up is not available in order to save time for our distribution centre to dispatch all orders efficiently.

What payment method do you accept?

We accept various payment methods including Paypal (Visa, Master card and bank account) and credit cards.

How does PayPal work?

Getting started with PayPal is very easy and quick. Registration will only take you a few minutes. PayPal enables you to link your credit card or bank account to your PayPal account so you can make your payment online without sharing your information. PayPal is being used over hundreds of millions of people throughout the world to prove it is user-friendly and safe.

What credit cards do you accept?

We accept VISA, Mastercard, and American Express.

Is your site safe for credit card purchase?

It is 100% safe as Real Smart uses advanced encryption and cutting-edge Secure Sockets Layer. Your information will be protected from any unauthorized usage, and remain confidential. Our staff also follows the best practice to protect all your personal and payment information.

If I do not want to give out my credit card details, is there an alternative to make the payment?

You can link your credit card or bank account to your PayPal account so you can make your payment online without sharing your information with us.

What is CSC number?

CSC number is your credit card security code which is a 3 or 4 digit number usually printing on the back of your credit number. CSC number is required to protect you and help prevent fraud.

Does all the prices on Real Smart is GST inclusive?

Yes, all our prices are GST inclusive.

How long does it take to confirm payment?

Real Smart will only dispatched items when full payment is received. Payment generally takes 2-3 days to process. In some exceptional cases, it could take up to 5 days or more.

Is Lay-by available?

Unfortunately, Lay-by is not available at this stage.

There is a Coupon code box in the payment page, how can I get the code?

Real Smart will run promotions from time to time for our registered customers and you will be given a coupon code to enjoy the discount. Subscribe to our newsletter and stay tuned on our special offers.

Can I come to your warehouse to pay and pick up the item?

Unfortunately, all payment has to be made when you proceed to checkout in our website; and pick up is not available in order to save time for our distribution centre to dispatch all orders efficiently.

When will my order be shipped?

Most of the orders will generally be dispatched the very next day after full payment is received. When your order is shipped out, you will be notified via email with the carrier's details and a consignment note for your delivery status.

How much is delivery cost?

Delivery cost varies according to the product and destination. It will be stated on the right of the product page. Simply put in your postcode and it will show you the delivery fee.

What courier do you use?

We currently use Australia Post (eParcel), Toll, and Allied Express.

How do I track the progress of my order?

Carrier's details and tracking number will be sent to your email after order is dispatched. Simply go to the carrier's website and put in your tracking number, your delivery status will be shown.

Do you deliver anywhere within Australia?

We deliver all places within Australia.

Do you ship outside Australia?

Currently we only ship within Australia. Real Smart is striving to grow and provide service to international customers. Please subscribe to our newsletter to keep up with our update.

How long does it take to receive my order?

All items are generally dispatched the very next day after full payment is confirmed. Depending on your destination, delivery will normally take less than 10 working days. If you do not receive your item within 10 days, please do not hesitate to contact our customer service representative.

Do you provide express service?

Currently our express post service is not available but we are working on it. Please subscribe our newsletter for regular updates.

Can I come or send my courier to pick up my order from your warehouse?

Unfortunately, pick up is not available in order to save time for our distribution centre to dispatch all orders efficiently.

What should I do if I do not receive my order in the estimated delivery date?

You are suggested to track your items from our carrier first. If it cannot be solved, please contact our customer service representative.

Do you deliver to PO Box address?

Po Box address is accepted if item is dispatched with Australia Post. You will be notified on the checkout page if PO Box accepted. If PO Box is provided when it is not acceptable, item will not be dispatched until correct address is given.

How do I change my general shipping address?

Login to your account and change your address under Address Book

How do I change my shipping/billing address for a specific order?

When you proceed to the checkout page, your nominated address in your address book will be filled in. If you would to ship the order to other address, please fill in the correct address in the boxes.

Do you offer combine shipping?

At this stage, we do not offer combine shipping.

Can I request an item by an urgent date?

Real Smart endeavours to dispatch your order as soon as possible, however, we cannot guarantee a delivery by a certain date. You will be given carrier's details and consignment note to track your item.

What warranty is provided with products sold in Real Smart?

All products purchased from realsmart.com.au include warranty. Most of the products are generally offered with 12-month warranty. However, some products will be provided with extended warranty for your peace of mind. Please refer to the product listing for warranty period.

What should I do if I receive a faulty/damaged item?

Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to customerservice@realsmart.com.au (please include your order number). This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.

What should I do if the item is damaged during transition?

Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to customerservice@realsmart.com.au (please include your order number). This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.

What is the procedure for warranty claim?

Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to customerservice@realsmart.com.au (please include your order number). This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.

How long does refund take to process?

It generally takes up to 2 working days to process refunds, and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

If I need to return an item, who will be responsible for the delivery cost?

If an item needs to be returned due to it being damaged, faulty or for a warranty claim, please contact us first as we may have alternatives. Should we decide it needs to be returned, we will arrange for the item to be returned at our expense.

Even if you need to return the item due to a change of mind, please contact us first, as we can arrange return of the item, with the return postage cost deducted from your refund.

Can I return the product if change of mind?

With a 25% restocking fee, you have the option to return any unopened, unused item in its original packaging that you bought from Real Smart for any reason within 30 days of receiving the item.

If I resell the item to someone else, will I be able to transfer the warranty as well?

Unfortunately, warranty is non-transferrable. However, if you are our reseller, warranty will be provided to your customers.

Where can I find the warranty period of my item?

All items are provided with a 12-month warranty according to the law. However, some products are given extended warranty for your peace of mind. The warranty period will be stated in the listing.

Where can I find the Full Warranty and Returns Policy?

Please click here for our full warranty and full return policy.

How can I return the item I purchased

Returns Policy

To qualify to return an item under this Policy, Products must be in their original packaging, along with all included accessories, be in new condition suitable for resale, and must not be damaged in any way by the customer during the time the item is in the customer's possession. Please see Our Warranty Terms and Conditions in relation to Warranty and Care Plan claims.

Where can I find the product description and specifications?

When you click the item, it will bring you to the product description page. Real Smart will take reasonable measure to ensure the accuracy of the product description. As Real Smart is a megastore and selling all types of goods, we may not have the expertise to answer all the technical questions. Under this circumstance, we will contact our manufacturers for the answer or we suggest you to seek for solution in the internet to assist you with your purchase decision.

What should I do if the product does not match your product description?

Real Smart apologizes for the incorrect product description provided when you place your order. Please contact our customer service representative with your order ID and we can solve the problem shortly.

Can I physically see the item before I place an order?

Unfortunately, the option is not available as we strive to provide you the most efficient delivery service so we do not allow customers to visit our warehouse. If you are a wholesale customer, please contact sales@realsmart.com.au for more information.

Product Availability

Our buyers will make every effort to ensure all products are available on our website. However, some products are extraordinary popular and it could be out of stock in unlikely event. Real Smart operates on a first-come-first-serve basis. Subscribe our newsletter to ensure you will be updated with our promotions and specials.

Can I reserve an item on your website?

Real Smart operates on a first-come-first-serve basis and regrettable we do not reserve items for our customers. Subscribe our newsletter to ensure you will be updated with our promotions and specials.

How do you provide high quality of product whilst keeping the price so low?

Sourcing directly from the manufacturer around the world, Real Smart only selects the finest products with the most reasonable price. Moreover, running an online store allows us to eliminate the operation cost so our customer can enjoy the lowest price.

How big is your product range?

Real Smart endeavours to provide our customers the widest range of products. Despite the diversity, you are guaranteed most of our products are cheaper than retail stores so you can save heaps.

How do I subscribe to your newsletter?

You can login to your account and choose Newsletter on the left. Tick the box to subscribe.

How do I change my Newsletter email address?

Simply login to your account and go to Account Information and you can change the address under Email Address.

How do I unsubscribe the newsletter?

Login to your account and choose Newsletter Subscription from the left and untick the box. Alternatively, there is an unsubscribe link in the newsletter email you receive from us.

Can I order from you if I am under 18 years old?

Real Smart only accepts orders from adult over the age of 18. By placing your order on our website, you are certifying that you are over 18 years old.

What is Coupon Code?

You can use the coupon code to redeem discount in your future order. Subscribe to our newsletter and you can find coupon code from time to time as special discount on various products.

If I want to purchase bulk lots as wholesale, what should I do?

Please click Become a reseller at the bottom of the page or contact sales@realsmart.com.au for more information.

Do you offer dropshipping service?

We welcome everyone to use our dropping service. Please click Become a reseller at the bottom of the page or contact sales@realsmart.com.au for more information.

How do I correct my order if I make a mistake on it?

Orders are generally dispatched the very next day after full payment is received. If you would like to make any changes, please contact our customer service representative, however, it is not guaranteed that changes could be made. Our staff will make every effort to satisfy your needs.

What if I cannot find an answer to my questions?

Please email our customer service representative at customerservice@realsmart.com.au. We will be more than happy to assist you in every possible ways.

ABN 50 115 804 432, PO Box 68, North Melbourne, VIC, Australia © 2017 Real Smart Online Shopping Department Store . All Rights Reserved.