Tuesday, 16 October 2018

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WOT Community Trust Certificate for singingwolf.com.au

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Frequently Asked Questions For: The_Singing_Wolf

eBay Logo Icon Welcome to The_Singing_Wolf eBay Auctions FAQ's (Frequently Asked Questions) page. This page contains information about our our auctions, our email policy and other essential information relating to our auction sales.
IMPORTANT: All emails sent to us where the question is answered in this FAQ’s page or the auction listing will NOT be replied to. Also if the email does not contain your eBay username or the eBay item number, it will also not be replied to as we can not find your details with out this information. We receive hundreds of emails weekly, and require this process to be able to process all requests, plus all other activities relating to processing of the hundreds of eBay auctions and tasks required to support you.

If you do not receive a reply to your email within 4 days, and you believe your question IS NOT answered on this page or in the auction listing, then resend your email to The Singing Wolf eBay Auctions Email Address with the words "REPLY REQUIRED" in the subject line of the email along with any item numbers relating to your question. Unless 4 days has past, please DO NOT resend your email even if you have not sent it with the correct subject (as per below). Thank you for your understanding.

Frequently Asked Questions

  1. HOW DO I MAKE PAYMENT & WHAT PAYMENTS DO YOU ACCEPT?
  2. WHAT IS MY TOTAL OWING & CAN I COMBINE POSTAGE COSTS?
  3. I HAVE NOT HEARD IF MY PAYMENT HAS BEEN RECEIVED OR IF ITEM HAS BEEN SENT
  4. I NEED A PAYMENT EXTENSION OR I HAVE RECEIVED A PAYMENT REMINDER
  5. I FORGOT TO PUT A REFERENCE OR I PUT A DIFFERENT REFERENCE WITH MY PAYMENT
  6. I WOULD LIKE TO ADD EXTRA ITEM/S TO MY ORDER
  7. I WANT MY ITEM SENT TO A DIFFERENT ADDRESS NOT LISTED ON EBAY
  8. CAN I PICK UP MY ITEM?
  9. DO YOU SHIP OVERSEAS?
  10. HOW IS YOUR POSTAGE COST WORKED OUT & WHAT IS IT FOR?
  11. I RECEIVED A SECOND CHANCE OFFER
  12. ARE YOUR ITEMS NEW OR WHAT CONDITION ARE THEY IN?
  13. ABOUT OUR DVD's & REGION INFO / DVD PLAYER COMPATIBILITY
  14. MY ITEM HAS NOT ARRIVED
  15. CAN YOU LEAVE FEEDBACK FOR ME?
  16. ITEM RECEIVED AND I HAVE LEFT FEEDBACK OR HAVE A FAULT WITH MY ITEM
  17. ARE THERE ANY DELAYS PROCESSING PAYMENTS OR EMAIL REPLIES?
  18. WHAT ARE YOUR OPERATING HOURS AND WHEN DO YOU REPLY TO EMAILS?
  19. I CAN’T SELECT YOUR EMAIL ADDRESS

1. HOW DO I MAKE PAYMENT & WHAT PAYMENTS DO YOU ACCEPT?

When making any payment make sure your eBay username or the LAST 6 digits of the item number are with it.
The_Singing_Wolf accept payment by Direct Deposit (via internet banking or with cash at a branch. NO cheque’s to be deposited), Cheque (via post) or Australia Post Money Order (via post). Please allow an extra 5 days to receive your item if paying by mail. Money Order’s cost you money so it is not recommended as a payment option you can pay at a branch for FREE and get a receipt plus receive item sooner so we strongly recommend Direct Deposit.

We now accept Credit Cards via PayPal although if the total of your order is over $50AUD* you MUST select Express Post or Registered Post so the item can be tracked in accordance with the PayPal’s Charge Back policy.
NOTE: The Payment To email address will be supplied to you upon Check Out.
*If you do not select Express Post or Registered Post on orders over $50AUD you accept forfeit your right to claim or log a charge back.

For payment by Direct Deposit/Credit or payment at a Westpac Bank Branch you will need our BSB and Account Number that will be supplied to you upon Check Out.

Our details for Cheques or Money Orders are:
Singing Wolf Australia
PO Box 902
Manly NSW 1655

**You will receive a reply to this type of question.**

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2. WHAT IS MY TOTAL OWING & CAN I COMBINE POSTAGE COSTS?

An invoice will be sent to you from eBay. This will include a total owing and you can click the PAY NOW button in the email to go thru to the eBay check-out then select your preferred postage method and get combined postage discounts. For all CDs, DVDs and Games the postage on the first (higest priced) CD/DVD/Game is at full price then $2.50 off any additional CDs/DVDs/Games within 7 days of the first purchase.
**You will NOT receive a reply to this type of question unless you are adding none eBay items or eBay can not send an invoice.**

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3. I HAVE NOT HEARD IF MY PAYMENT HAS BEEN RECEIVED OR IF ITEM HAS BEEN SENT

With 95% of our auctions there is no need for any direct emailing between us (SingingWolf.com.au) and you (the buyer). Invoices are sent by eBay and we are notified by eBay when you mark the item as paid. We DO NOT email when payment have been received or when items have been sent due to time constraints. We DO send items within 48hours of receiving your payment in 99% of cases (see Q14 for more info).
**You will NOT receive a reply to this type of question.**

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4. I NEED A PAYMENT EXTENSION OR I HAVE RECEIVED A PAYMENT REMINDER

If your payment is not received within 7-10 days an Unpaid Item reminder will be sent to you via eBay. This will add the item to the eBay Dispute Console. This does not affect your eBay record in any way unless you do not reply to the reminder via the console within 7 days. For more details on this goto: http://pages.ebay.com.au/help/policies/unpaid-item.html
If you require a payment extension just advise us via the ebay Dispute Console when you receive your reminder. If you will be away and need to advise us before hand send an email to The Singing Wolf eBay Auctions Email Address with “PAYMENT EXTENSION” and the related item number/s in the subject.
**You will NOT receive a reply to this type of question unless your payment extension is declined.**

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5. I FORGOT TO PUT A REFERENCE OR I PUT A DIFFERENT REFERENCE WITH MY PAYMENT

If you did not put your user name or last 6 digits of the item number with your Direct Deposit it may take a few more days to process your payment. There is no need to email us about this. You may want to check our unknown payments page to see if you payment is there. If your payment is there send an email to The Singing Wolf eBay Auctions Email Address with “UNKNOWN PAYMENT” and the item number/s in the subject. You must tell us the amount and how/where the payment was made i.e. branch name or what bank it was sent from.
**You will NOT receive a reply to this type of question.**

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6. I WOULD LIKE TO ADD EXTRA ITEM/S TO MY ORDER

We can order just about any available CD/DVD/Game from the Australia, USA or the UK. If you would like to add any items to your order just send an email to The Singing Wolf eBay Auctions Email Address with “ITEM REQUEST” in the title. If you have a current order please pay for your current items as the postage discount will be the same even if the items are sent separately. We will send you a quote for the new items you can then choose to accept or decline the offer.
**You WILL receive a reply to this type of question.**

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7. I WANT MY ITEM SENT TO A DIFFERENT ADDRESS NOT LISTED ON EBAY

We will attempt to send your item to the requested address although as we send items out quickly and use an external program to store postage addresses obtained from ebay therefore it may not always be possible to change the address in time. eBay’s checkout allows you to select a different postage address so this should always be used. If the postage address for the item is different to the one listed on eBay send an email to The Singing Wolf eBay Auctions Email Address with “CHANGE ADDRESS” and the related item number/s in the subject. We DO NOT take any responsibility for missing items sent to the address listed on eBay. Note: DO NOT send us your address unless it is different to the one on eBay.
**You will NOT receive a reply to this type of question unless we could not change the address in time.**

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8. CAN I PICK UP MY ITEM?

Unless specified in the auction listing NO we do not offer pickup. Only large or very expensive ($1000+) items may be picked up. We don’t offer pick up due to the time it takes to organise and security for yourself and our business.
**You will NOT receive a reply to this type of question.**

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9. DO YOU SHIP OVERSEAS?

In many cases we don’t as it is very expensive to post overseas but smaller items can be sent relatively inexpensively so check the individual auction to see if we ship to you. You will find a drop down near the bottom of each auction listing with countries listed. Select your country to find the postage cost. If your country is not listed we do not ship to you at this time. If you are willing to pay the high shipping cost for an item that is not listed for overseas shipping send an email to The Singing Wolf eBay Auctions Email Address with “OVERSEAS ORDER” and the related item number/s in the subject to discuss it.
**You will receive a reply to this type of question.**

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10. HOW IS YOUR POSTAGE COST WORKED OUT & WHAT IS IT FOR?

All postage costs are displayed at the bottom of the auction page and are NON-NEGOTIABLE. Our postage costs are not based solely of the actual cost of postage.
On 26/08/2008 we checked the postage costs of 15 different randomly selected eBay sellers auctioning single disc CDs/DVDs/Games. The costs ranged from $3.00 to $15 per CD/DVD/Game sent via regular post with an average cost of $6.20. As lower postage costs do not seem to affect auction prices we have adopted a postage price just below the average. This covers all costs relating to the item other that it’s actual cost. These include: actual postage cost, packing materials, time required to pack & post item and other auction related fees.

Our current standard postage costs are: (buy now and other special offers may have different costs so always check the auction listng)
First single box* CD/DVD/Game via REGULAR POST: $5.49 Extra Disc's $2.49ea to a Max of $17.94
First single box* CD/DVD/Game via REGISTERED POST*: $9.99 Extra Disc's $4.99ea to a Max of $24.97
First single box* CD/DVD/Game via EXPRESS POST: $7.99 Extra Disc's $4.99ea to a Max of $22.96
*Maximum box thickness 18mm. We reserve the right to substitute REGISTERED POST for EXPRESS POST to remote areas or for large items.
First box set^ via EXPRESS POST: $9.99 Extra Set's $7.50ea to a Max of $32.49
^Maximum box thickness 90mm.
**You will NOT receive a reply to this type of question.**

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11. I RECEIVED A SECOND CHANCE OFFER

In some circumstances we offer second chance offers. We do not do this when the higest bidder pulls out as we will not find out that they have for around a week. All second chance offers are offered as we have more stock of the item or have more on the way. In some circumstances second chace offers may take a few days to arrive but will be delivered within 30 days (most within 5 days).
**You will NOT receive a reply to this type of question.**

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12. ARE YOUR ITEMS NEW OR WHAT CONDITION ARE THEY IN?

Unless specified all DVD’s are NEW & SEALED although some DVD boxes may break on there way from overseas so they are opened and the box is replaced then DVD is resealed with a check seal. Most CD's are used but in excellent condition. Other items sold may be new or used so check the item description for more info. All items are official we don’t sell any copied or non official items.
**You will NOT receive a reply to this type of question.**

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13. ABOUT OUR DVD's & REGION INFO / DVD PLAYER COMPATIBILITY

All the DVDs we sell are Official Authorised Versions. We never sell copies full stop!

Region Information: (R=Region)
R1 DVDs are NTSC and imported by us from U.S.A. or Canada. (most require a multi-region DVD player - most new players are capable of this)
R2 DVDs are PAL and imported by us from the U.K. (most require a multi-region DVD player - most new players are capable of this)
R4 DVDs are PAL retail Australian DVDs sourced from within Australia.
R1 & R4 are NTSC and imported by us from USA or Canada. These are made for Australia and U.S.A. (some may be all region)

What are PAL & NTSC?
There are two TV video standards, PAL (Phase Alternating Line) and NTSC (National Television System Committee). NTSC is used mainly in North America, Japan, Mexico and Canada, and PAL is used almost everywhere else in the world including Australia and NZ. NTSC has a resolution of 352 x 240, and PAL has a video resolution of 352 X 288. PAL generates 25 full frames per second with 635 lines per frame while NTSC produces 30 frames a second with 525 scan lines per frame. Due to screen interlacing (in which all the odd lines and then all the even lines of the frame are presented), the vertical scan frequencies for PAL are 50Hz (50 scans per second) and 60Hz for NTSC. This basically means that the NTSC system sacrifices video clarity to minimize flicker, while PAL accepts more flicker to gain an improvement in clarity. A PAL signal can not be replayed on an NTSC only TV, and conversely an NTSC signal can not be replayed on a PAL only TV. However many current TV’s, DVD & Players are both PAL and NTSC compatible and can display both types of video. Please check your TV manual, or with the manufacturer, if in doubt.

Special Offer: If your DVD player does not play other regions or you are not sure if it does just email us at: Singing Wolf DVD Unlock Email Address and send us your DVD player’s Brand Name & Model Number and we will send you a code to unlock it, or let you know if it can't be unlocked. This is a FREE service! As a free service it may take unto 14 days to receive a reply during busy periods.

DVD Stocks: DVD’s listed for auction are in stock and ready to ship within seven (7) days of auction ending, unless listed as a PRE-ORDER. All pre-orders are shipped within 30 days of auction closing.
Second Chance offers: If you get a second chance offer, these may need to be ordered at times, but will be delivered within 30 days (most within 5 days).

Warning: If you are buying DVDs on eBay, make sure they are official versions as a lot are not! These pirated copies look real but the video and/or sound quality is often poor and they have no or limited features.
Things to look out for to help spot a non-genuine copy: (1) Seller or DVD is in Asia. (2) Description advises there are no or limited special features. (3) Description does not mention it is official (beware some say that they are but they not - it advises there are no/limited special features as above). (4) DVD comes in paper or not a proper DVD cover/box/ (5) Price (especially a buy now) is way below the price of the DVD that is official. (6) Seller lists auction as private (you will see this at the in the high bidder area) - this stops other users warning you of a dodgy copy. (7) Always check all negative and neutral feedback for mention of copied DVDs (there is often not much because these sellers offer a refund if the buyer does not leave negative feedback). (8) DTS logo on top of the DVD cover (if a copy it’s not real DTS it just tricks you system to thinking it is). This often but not always means it is a copy. If other pictures of the same DVD don’t have the DTS logo then it is most likely a copy.
**You will NOT receive a reply to this type of question.**

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14. MY ITEM HAS NOT ARRIVED

Please make sure the item purchased was not a PRE-ORDER as obviously this type of item will not be sent out untill the item is released. To find out look at the description of the item in the auction’s listing. Also if your item was a second chace offer item may take unto 30 days to arrive (although normally around 5 days).

Sent via REGULAR POST:
If no registered or express post was selected the item can not be tracked. We don’t have anyway to find out where the item is. The item may be replaced at our sole discretion once it has been declared as lost. We are under no obligation to replace or refund any item sent via regular post.
For an item to be declared lost it needs to have been 21 days since payment was sent/received. This allows the post office time to return the item to us. If it was sent to the wrong post office or your post office has missed filed the item it takes around 2-4 weeks before it is returned to sender as "not collected". It also allows time for it to be found in the case of it being misplaced at the post office or in post box etc.
If it is has not arrived after 21 days we will then decided if a replacement is warranted. If this happens to you send an email to The Singing Wolf eBay Auctions Email Address with: “MISSING ITEM 4w+” in the subject along with the items number/s of the missing item/s. If we decided to replace an item it can only be replaced with the same item that was sent to you. This is to limit potential fraud.
**You WILL receive a reply to this type of question unless it has not been 21 days or more days.**

Sent via EXPRESS POST:
Items sent via Express or Registered post have tracking numbers so are traceable unless misplaced prior to be recorded at the postal depot.
If you item was sent EXPRESS post it is declared lost 7 days after payment was sent/received. If 7 days has past send an email to The Singing Wolf eBay Auctions Email Address with “EXPRESS MISSING ITEM” and the item number/s in the subject. The item/s will be replaced if in stock or a new one ordered. We will claim the replacement cost from Australia Post.
**You WILL receive a reply to this type of question unless it has not been 7 days or more days.**

Sent via REGISTERED POST:
Items sent via Express or Registered post have tracking numbers so are traceable unless misplaced prior to be recorded at the postal depot.
If you item was sent REGISTERED post it is declared lost 10 days after payment was sent/received. If 10 days has past send an email to The Singing Wolf eBay Auctions Email Address with “REGISTERED MISSING ITEM” and the item number/s in the subject. The item/s will be replaced if in stock or a new one ordered. We will claim the replacement cost from Australia Post.
**You WILL receive a reply to this type of question unless it has not been 10 days or more days.**

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15. CAN YOU LEAVE FEEDBACK FOR ME?

We leave feedback for ALL auctions. Our feedback is automatically done by eBay once a week. It may take a day or so for it to show up on your feedback profile so therefore may be unto 10 days after your payment before feedback is visible. Negative feedback is left if no contact is made or maintained. Negative feedback will not be left for at lease 10 days after auction closes.
**You will NOT receive a reply to this type of question.**

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16. ITEM RECEIVED AND I HAVE LEFT FEEDBACK OR HAVE A FAULT WITH MY ITEM

We appreciate all feedback left by our customers although if you are not completely satisfied we would appreciate the opportunity to resolve any issue before you leave any natural or negative feedback. If there are any faults relating to your product send an email to The Singing Wolf eBay Auctions Email Address with “FAULTY PRODUCT” and the item number in the subject. This includes damage in post.
**You WILL receive a reply to this type of question unless it is just to advise us that you have left positive feedback**

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17. ARE THERE ANY DELAYS PROCESSING PAYMENTS OR EMAIL REPLIES?

There can be many factors delaying the processing of payment or email replies. Resent issues have been: eBay's web site down or having issues, Banking web site down and Technical issues with Singing Wolf’s systems like Network issues and hardware failures as well as missing or lost shipments to us. To see if there are any known issues affecting processing check our processing delays page.
**You will NOT receive a reply to this type of question.**

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18. WHAT ARE YOUR OPERATING HOURS OR WHEN DO YOU REPLY TO EMAILS?

Our hours of operation are:
MONDAY – CLOSED
TUESDAY – 3pm – 9pm (Payment matching & item processing only)
WEDNESDAY – 3pm – 9pm (Payment matching & item processing only plus email replying)
THURSDAY – CLOSED
FRIDAY – CLOSED
SATURDAY – 6pm – 9pm (Payment matching & item processing plus email replying)
SUNDAY – 6pm – 9pm (Payment matching & item processing plus email replying)

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19. I CAN’T SELECT YOUR EMAIL ADDRESS

All our email addresses are pictures for spam reasons therefore the email address needs to be typed in manually.

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Deal Of The Month

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Last Updated: Friday, 5th February 2016