Security, Order Processing and Payment
We have gone to great lengths to make sure that our new website has the best possible security for personal information and credit card details… so every step of any transaction is secured at the highest possible level.
Our secure provider has a very long and reliable history. Their security is unparalleled and they have never been compromised. No user of the service has ever been at risk as a result of utilizing their services.
In particular, your personal information and card details are secured to the highest international standards, and while the system is able to retain card details for future transactions if you wish, you are also able to request “single transaction use” only.
Where card details are stored they are not held in directly usable form anywhere and any future access to those details (other than by you to maintain them) is restricted even to us, being available for use only at the time transactions are actually made.
Order Processing and Billing Procedures:
We do not offer instant processing via the website (direct online payment) as we prefer to check all orders before we process them to make sure that the items you have ordered are appropriate.
(It is surprising how often we find “wrong” or incomplete orders, or receive emails or calls the day after an order is placed, requesting a change).
Because of this we also never bill before your order is assembled and packed. (We also wish to be certain that all items are truly available and in stock before doing so).
We only ever charge actual delivery costs, so we will always finalise the packing of your order before we calculate delivery charges. We prefer to do this because we can then be certain that you only pay the correct amount with no need for “assessed charges” that would invariably increase your costs.
Where we can do so, we also try to minimize your costs, so we will move between post and courier services automatically where speed of delivery can be assisted or cost can be saved.
Orders will always be shipped immediately after billing.
We endeavour to hold most items ex stock, and will always check and reconfirm availability prior to charging your card or accepting payment. Items on backorder will only be charged when the article is actually in stock.
“Out of stock” or Backorders:
Sometimes we sell out unexpectedly – However we accept that when we are out of stock of a listed item it is OUR responsibility, so we take this into account when sending it on to you at a later date.
Therefore, if an item needs to be sent later because of a stock problem, when we bill for delivery we will take into account any earlier costs, so that you do not pay more than you would have if the item had been ex stock.
Placing an Order:
You may place orders by any of the following methods which have all served us well, with absolutely ZERO security problems for ourselves or our clients.
- By web order (Using web order format)
- By email (firstname.lastname@example.org)
- By telephone (International +61 8 9437 2470 or within Australia (08) 9437 2470)
- By fax (International +61 8 9437 2471 or within Australia (08) 9437 2471)
We are very careful with your information, taking pride in the fact that no DCCconcepts customer has ever had card security compromised when dealing with us, no matter which payment method has been adopted.
Our online order system will accept VISA and MasterCard
Our system requires only standard international card information. This always remains encrypted That is:
• Card Billing Address (we usually only ship to the billing address)
• Name on card
• Card Number
• Card Expiry Date
• CVV or Security number. (On card reverse, last 3 numbers RHS)
Within Australia only:
We will also accept EFTPOS and direct bank deposit for transactions within the Australian banking system.
We regret that because of excessively high service charges, we do not accept American Express cards.
PayPal makes much of the “zero cost option” to buyers, however their charges to the seller (us) are high. Because of this we are very reluctant to accept PayPal as payment for our products or services.
We do however recognize that many modellers utilise PayPal as an associated account with their Bay linked “hobby purchasing”.
Therefore, if payment by PayPal is actually a requirement for you, please ask before ordering. Providing that the purchase is in excess of $A100, we will consider your request.
Installation Work Pricing:
We will happily give you an estimate for installation costs, but we cannot give firm quotations until we have physically examined the item we will be working on.
This is because we may need to do remedial work on power pickup or locomotive running etc. before we commence the actual installation work. Additionally, any complex installation work may require unforeseen added tasks such as milling of chassis parts or extensive additional labour for repainting or fabrication of special parts, especially when custom, brass or scales other than HO/OO are worked on.
In general, providing that the locomotive meets expected performance parameters discussed at the time of our estimate, we will always deliver at a price that is equivalent to or within 5% of our estimate. We will never exceed our estimate unless we first reconfirm the need for added charges with you.
Installation and related costs are normally only charged on completion, however if a job is particularly complex, uses a large amount of inventory to complete or contains many locomotives which you have asked to be returned simultaneously on completion of all, we may elect to ask for advance or progress payments or similar (This will always be after consultation and only by prior arrangement).
Possible rejection of some installation requests:
Sometimes we receive locomotives, either directly or through the post, which are in terrible condition, or that just seem to be inappropriate for the tasks requested. Alternately, it may be that because of the way they have been made or used in the past, may look like they will take an excessive amount of time (and therefore cost) to install, modify or repair so that they reach a level of running quality that we regard as acceptable.
Whilst it is rare for this to happen (and we will always contact the owner to discuss the situation) we do reserve the right to reject them as either uneconomical to proceed or unsuitable for us to work on.
Errors or Disputed Charges:
We try hard to get it right but we are human, so mistakes can happen. If you find an error or wish to question any charges we may make, please feel free to do so. To allow us to properly investigate your claim we will need the following information:
- Details of the query, question or claim
- Date of any related transactions
- Nature of the transaction
- Any related Invoice numbers or transaction details
- Copy of your related credit card statement if possible. (please edit to leave only related data if you wish)
Once we have enough information to act, we will react immediately, ensure that queries or errors are investigated and that any required adjustments are made promptly.