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1. What is 'My Account'? How do I update my information?

It is easy to update your Clean and Pack account and view your orders any time through 'My Account'.

'My Account' allows you complete control over your transactions on Clean and Pack

Manage/edit your personal data like address, phone numbers, email ids

Change your password

Track the status of your orders



2. How do I know my order has been confirmed?

Once your order has been logged and payment authorization has been received, clean and pack confirms receipt of the order and begins processing it.

You will receive an email containing the details of your order when we receive it and confirm the same. In this mail you will be provided with a unique Order ID (eg. 98WJ4151) and a listing of the item(s) you have ordered. 

You will also be notified when we ship the item(s) to you.



3. Can I order a product that is 'Out of Stock'?

Unfortunately, products listed as 'Out of Stock' are not available for sale.



4. Is it necessary to have an account to shop on Clean and Pack?

You can shop on Clean and Pack by providing just your email ID. While it is not necessary to have an account to shop for and purchase items, it is recommended that you create one. By creating your own Clean and Pack account, you can enjoy a personalized shopping experience, including recommendations and quicker checkout. You will also be able to rate/review products and sellers.



5. How do I check the current status of my orders?

You can review the status of your orders and other related information in the 'My Account' section. In the My Account page, click on the 'My Orders' link to view the status of all your orders. To view the status of a specific order, click on the 'Order Number' link.



6. What do the different order statuses mean?

Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway. 

Payment Authorized, Order under Processing: Authorization has been received from the payment gateway and your order is being processed by us. 

Order Shipped: Your order has been shipped by the seller and is on its way to the location specified by you for delivery. 

Order Cancelled: The order was cancelled.



7. When and how can I cancel an order?

You can cancel your order before it reaches the "Order Shipped" state. To cancel, please Contact or Email us with the order number. Please note, order must be cancelled within 3 hours of the order is placed. 



8. What is the estimated delivery time?

We generally ship the items within 24 hours. Business days exclude public holidays and Sundays. Delivery time is dependent on the destination to which you want the order shipped to and geographical location of the buyer. For most items listed as, the delivery time based on your location postcode is usually 2-3 business days. However, some products may take 4-5 days depending on the location.



9. Does Clean and Pack deliver internationally?

As of now, Clean and Pack doesn't deliver items internationally.  You will be able to make your purchases on our site from anywhere in the world with credit/debit cards issued in Australia and 21 other countries, but please ensure the delivery address is in Australia.



10. Are your products Australian Made?

Yes, our cleaning supplies are manufactured and distributed from our warehouse in Melbourne to all parts of Australia including regional. Even our range of paper products such as toilet tissues and hand towels are locally made. With regards to machinery such as vacuums and high pressure washers, they are sourced from all around the world such as Europe and USA to ensure quality.



11. Which company do you use for shipping orders?

We use Direct Freight for most deliveries. In some cases where Direct Freight is unable to deliver, we use Australia Post for small deliveries. All orders can be tracked by visiting www.directfreight.com.au once your tracking number has been sent to you via email after shipment.