Frequently Asked Questions

How can I track my order?

Once your order has been processed and shipped, you will receive a tracking number via email. You can use this tracking number to monitor the status and location of your package at Aus Post Tracking System

When will I receive my tracking number?

Tracking numbers are typically sent via email once your order has been dispatched from our warehouse. Please allow 2-3 business days for processing before tracking information is provided.

What shipping carriers do you use for order delivery?

We work with reputable shipping carriers Australia Post to ensure reliable and timely delivery of your orders.

Can I change the shipping address or delivery instructions after placing my order?

Unfortunately, we cannot modify shipping addresses or delivery instructions once an order has been processed. Please ensure that the shipping information provided is accurate during checkout.

What should I do if my tracking information shows that my order is delayed or stuck in transit?

In rare cases of delays or issues with delivery, please reach out to our customer service team at orders@PureMastic.com.au with your Order Number. We will investigate the situation and provide assistance in resolving issues.

Can I track multiple orders under one tracking number if I make multiple purchases?

Each order is assigned a unique tracking number. If you make multiple purchases, you will receive separate tracking numbers for each order.

What should I do if my tracking number is not working or showing no updates?

If your tracking number is not providing any updates or appears to be invalid, please contact our customer service team at orders@PureMastic.com.au. We will investigate the issue and provide you with the necessary information.

What should I do if my order is marked as delivered but I have not received it?

If your order is marked as delivered but you have not received it, please check with neighbors or household members who may have accepted the package on your behalf. If you still cannot locate your order, please contact our customer service team for further assistance at orders@puremastic.com.au