Our most Frequently Asked Questions

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Pricing
Rock Around The Block is able to offer exceptionally competitive pricing. We can also offer you unbeatable assistance and product support due to our depth of experience with pond and watergarden products built up over 20+ years.

Security
Q: Is it safe for me to use my credit card on Rock Around The Block's website?
A: Rock Around The Block guarantees its security 100%. We use industry standard 128 bit SSL (Secure Socket Layers) to encrypt data transferred between your browser and our server. Regarded as bank level encryption, 128bit is the strongest level of encryption supported by standard web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari. Customer credit card details are processed by eWay together with St George Bank and are not stored on our servers at any time. There is no risk of credit card numbers being viewed or used.

Delivery
Q: Who will deliver my products?
A: Rock Around The Block contracts delivery to various carriers. Spare parts are delivered by Australia Post in pre-paid satchels for economy unless you select courier delivery.

Q: Where do you deliver?
A: We deliver anywhere in Australia. Unfortunately we are unable to ship most products Internationally at this time as our products are 240V and wired for Australian plugs. We do ship spare parts to selected locations.

Q: Why did I only receive one part of my order?
A: If you have ordered more than one product it is possible that there could be more than one delivery, especially with large and bulky products. Goods are shipped as soon as they are in stock. If one item is out of stock and the other item is in stock we will make two deliveries. You will only be charged one delivery fee. You will be automatically emailed shipping notifications to keep you up to date with the progress of your order.

Q: If I am not home at the time of delivery what will happen to my products?
A: Our carrier will leave a calling card in your letterbox with instructions on how to obtain your parcel. The parcel may be returned to your nearest post office, or a contact phone number of the delivery driver may be left, in which case you must call this number and arrange a re-delivery at a time to suit you. Sometimes you will be given the opportunity to meet the driver at a specific location to take delivery.

Q: How do I find out what freight charges apply?
A: Our freight pricing is flat rate for anywhere in Australia, depending on the type of product ordered (pump/filter or spare part or EPDM Rubber Liner. Click here for details.

Q: How do I know if a product is in stock?
A: All products on our website are in stock unless there is a note specifying otherwise. If you would like a real time stock figure please email pumpsales@ratb.com.au.

Payment Methods
Q: What payment methods does Rock Around The Block accept?
A: Rock Around The Block accepts the following payment methods, credit card, cheque, bank cheque, money order, direct deposit and PayPal. The credit cards accepted are listed Visa, Mastercard, AMEX and Diners Club. Credit Cards are accepted via our secure gateway, eWay, and are processed by St George Bank. We also accept PayPal, which can accept payments from your PayPal account, or Visa or Mastercards. Alternatively you may select the option to phone or fax your details to us. In this case your order will not be processed until we receive communication from you. Orders with payment by cheques and money orders are accepted by our system which will ask you to print a page to send with your payment. Orders with payment by direct deposit will provide you with our bank account details on completion of your order. Please ensure you enter a comment with your order number and/or name so we know who your deposit is from

Q: How do I order?
A: To order you need only select the Add to Cart or Buy Now icon on each product you would like to purchase. Then it's a simple process of following the steps through to completion of your order. If you would like some assistance please call us on 1300 733 113 for the cost of a local call, and we will help step you through the process, or take your order over the phone.

Q: I can't remember the password I use to bring my account details up. How can I get this information?
A: To obtain a hint for your password please visit the My Account section. If you're still unable to remember your password please call us on 1300 733 113 and upon verifying your identity we will be able to provide you with your password.

Q: How do I change my account details?
A: When ordering you put your billing details and delivery details into our database. You can change any of these details by visiting the My Account section., or by e-mailing your new address to us at sales@ratb.com.au

Q: Do you have a shop I can visit?
A: Not any more - due to the phenomenal success of our online store, we no longer trade from a "bricks and mortar" location. Give us a call instead - find our contact details here.

After ordering
Q: How do I know if my order went through OK?
A: To check on the status of your order, please go to the My Account section. Alternatively, call us on 1300 733 113.

Q: What do the terms on order status page mean?
A: We use different terms for different stages of the order process, below are simple definitions. For more specific details please email pumpsales@ratb.com.au

Order status Definitions
NEW The order has been placed but Rock Around The Block has not begun to process it yet.
IN PROCESS The order has been opened and is being processed now. If you are phoning through or posting us your payment this means we are waiting for your payment before continuing
AUTHORISED The order has been opened and is being processed now, and the credit card details provided through our secure site were authorised successfully.
AUTHORISATION FAILED The order has been opened and is being processed now, and the credit card details provided through our secure site were not authorised successfully. Please contact us as soon as possible.
SHIPPED The order has been shipped. If it was shipped by courier you can view the tracking code on the My Account page.

Q: How do I cancel an order?
A: Rock Around The Block will cancel any order before the item has been shipped from store. If the item has been shipped it is still possible to cancel and return it. If you receive a product and wish to cancel it DO NOT OPEN the product, please check out further details at the Store Policies page. Terms and Conditions apply.

After Receiving your Order
Q: I need some help with my product?
A: For any of your post purchase help you can email our Customer Service Team at pumpsales@ratb.com.au, call us on 1300 733 113 and select option 3, or use our Technical Support Forum at http://www.rockaroundtheblock.com.au/forum/.

Returning a product
For any returns queries please go to the Store Policies page. Terms and Conditions apply.

Warranty
All warranties are from product manufacturers and not Rock Around The Block. However, we are Warranty Service Agents for all Hozelock products. Please e-mail or call us for details.

History of our Website
This is our fifth generation online store since 1997. Our first generation website, launched in December 1997 provided customers with details of our complete pond and watergarden product range, and allowed orders by e-mail, phone and fax. Our second generation website, launched in December 1999 featured a fully database driven, easy to use interface with detailed search facilities, complete online shopping cart and SSL secure credit card facilities. Our third generation website launched in February 2002 featured a new, slicker and faster loading interface, upgraded 128 bit security, complete customer order status tracking and the introduction of our user forum. Our fourth generation website launched in April 2003 was an incremental upgrade to our website to add customer requested features including the ability to re-order previously ordered good, a wishlist (similar to that available on Amazon.com) and a new refreshing design. This fifth generation website is a complete redesign from the ground up. It is running on a new faster server, with many exciting new features such as the ability to "email a friend", search for related products and buy gift vouchers for your family and friends. We hope you enjoy using our website and keep returning as we polish and perfect it.