Frequently Asked Questions
What are my payment options?
Online purchases are made easily and secure using your credit card (Visa, and MasterCard) via SecurePay. Unfortunately, at present, we cannot accept Mitre 10 gift cards or store credit for online purchases.
What happens after I have completed payment online successfully?
After you place an order with us, you'll receive an order confirmation email with the details of your order, which can be used for proof of your purchase. If you have any queries regarding your purchase, please Contact Us.
I think my payment has failed, can you help me?
You will be notified instantly if there is a problem with your card. You will be prompted for an alternate payment method.
How long does it take to verify payments?
Payments are verified and funds taken from your account straight away.
I can't find the product I'm looking for. How do I find out if you sell it?
Please contact your local store to see if the item is part of our store range but not yet available online.
What if there is an error with pricing or another aspect of ordering?
The order will be cancelled and you will be notified accordingly.
How can I tell if items are available online or in-store?
When you view a product's details, you can identify if a product is available only in store if it is marked with a badge stating check local store for availability.
The website said that there was stock in the store but when I went there it was sold out?
We endeavour to make sure that stock levels on our website are updated regularly, but for some items, particularly those that are on promotion or are very popular, we can often sell out of stock quickly. We apologise for the inconvenience.
Why is this product not available in my store?
With such a vast array of products available, it is not possible for every product to be available in all stores.
How do I search for products?
Simply type what you are looking for into the search bar at the top of each page and hit return (or click the magnifying glass icon). This will return a list of results for you with the closest matching items at the top of the page.
If you can't find what you're looking for, try browsing using the navigation bar at the top of the page. If you're searching for a product you've seen in your local store, it may not be available online at present, as not all products are currently stocked at www.mitre10.com.au.
Why can't I get the online price in store?
From time to time we may promote 'online only offers' which can vary from your local store advertising. If you would like to check the price in your local store, select 'Find a Store' and enter your postcode. This will display a list of closest stores that you can easily contact to confirm a price.
Refunds & Exchanges
What do I do if I have a faulty item?
If your purchase has a problem that would have stopped someone from buying it and has a major fault, you choose the remedy – refund, exchange, repair or compensation. If there is a minor fault, the item will be repaired or replaced at the store’s option. Your rights under Australian Consumer Law will always be applied. See Online Refunds & Returns Policy for more.
Can I get a refund if I change my mind?
Please choose your purchase carefully as a refund may not be provided if you simply change your mind. Please check with your local store to see what their return policy is.
How do I place my first order?
To place an order on our website, browse the site for items you are looking for. Add items to your shopping cart using the orange ‘Add to cart’ buttons.
When you are ready, select the shopping cart icon or link and then click on the orange ‘Proceed to Checkout’ button.
Follow prompts until complete.
How do I modify an order?
Unfortunately, once an order has been received it cannot be amended. If you wish to add products, you will need to place another order.
I don’t have my order confirmation email anymore, how do I print out my online order confirmation?
To view and print your online order confirmation:
- Click on the 'My Account' or the ‘Login or Register' link at the top of any page.
- Choose 'My orders' to view your order history.
- Click ‘View Order’ on the order you wish to re-print
- Select ‘PRINT ORDER’ at top of page.
You can also call our Customer Service team on 1300 880 440.
I have lost my order number can you please assist?
If you have lost your order number, please call your nominated store for collection.
Is my order eligible to receive Mitre 10 Mighty Rewards points?
No, we are not part of the Mitre 10 Mighty Rewards program at this time.
I can't remember my password. How do I re-set it?
To reset your password:
- Click on the 'My Account' or the 'Login or Register' link at the top of any page.
- Click on the 'Forgot your password?' link.
- Enter the email address you used to sign up for your account.
- Click on ‘Submit’
We'll send an email to the address you used to create your account containing a system generated password and instructions to reset your password. Follow the instructions to finish changing your password.
What are the benefits of signing up?
When you have a Mitre 10 online account you can:
- Save products for future reference.
- Store addresses for quicker online checkout.
- View your order history at any time.