FAQs | Passtime Crafts Help & Support
FAQ
Our Frequently Asked Questions (FAQ) page provides clear answers to the most common queries about our art and craft supplies. Learn more about ordering, shipping, delivery times, returns, product information, and payment options. Whether you’re a first-time customer or a returning shopper, you’ll find quick solutions and helpful guidance to make your Passtime Crafts experience smooth and enjoyable.
Account Questions
Do I need to open an account in order to shop with you?
No, you don't need to. You can make purchases and check out as a guest every time. However, by setting up an account with us, it will allow you to order with trade or wholesale discounting and net terms if approved.
How do I /create an account?
Please click on "Login/Register" followed by 'Create An Account' and fill in your business details. We manually approve accounts which can take up to a week for approval.
How do I become a Stockist?
You can apply for a trade account by filling out our online application form on our website. Once submitted, our team will review your application and get back to you within 3–5 business days.
Who is eligible for a trade account?
Trade accounts are available for businesses, retailers, wholesalers, and distributors looking to purchase our products in bulk. You must provide a valid ABN (Australian Business Number) or equivalent business identification.
What are the benefits of having a trade account?
- Access to bulk pricing and wholesale discounts
- Exclusive trade-only promotions
- Priority order processing
- Dedicated customer support and store servicing
Order Questions
How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.
If you are an account holder, make sure you log into your account prior to commencing your order.
How do I pay for my orders?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.
Account holders will see a different checkout experience to guest users.
Can I cancel or modify an order after placing it?
Order modifications or cancellations must be requested as soon as possible.
If your order has already been processed or dispatched, changes may not be possible.
How can I track my order?
Once your order is dispatched, you’ll receive a tracking number via email to monitor your delivery status.
How long does delivery take?
Delivery times depend on your location and order size. Standard shipping within Australia takes approximately 3–7 business days. International orders may take longer. Expedited shipping options are available.
Do you offer Click & Collect?
We’re exploring Click & Collect options for local customers—stay tuned for updates!
What is your returns and refund policy?
We accept returns for faulty or damaged items. If you receive an incorrect or defective product, please notify us within 7 days of purchase.
Returns for change of mind are subject to approval in extreme circumstances only.
Product & Store Questions
Where can I find an MSDS?
Please email info@passtime.com.au with the product code to obtain the relevant SDS
Do you have a retail store?
We are online only, however, you can shop in store with one of our stockists.
Visit the stockist map to find your nearest location.
How can I contact customer support?
You can reach our friendly support team via email at hello@passtime.com.au or through our website’s contact form.
Shipping Questions
How do I pay for my orders?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.