The complaint process was handled exceptionally well after an item had been cancelled. Communication, via email, was fast, and the refund to my account was almost immediate. On this occasion, the Outnet were also able to advise me when the item was back in stock, and I was able to receive my item after all - at a discounted price. I am very satisfied with the service. AP.
Dear Valued Customer,
We negotiate routinely for the best item and shipping prices. Where were you hoping to ship to? The more information we know, the better we are able to address any opportunities for improvement. We are glad you were able to get the item you wanted and hope to hear back from you soon!
UPDATE
Dear Valued Customer,
Thank you for getting back to us and updating your review. So we do offer free shipping to Australia with our Global Air with Tracking option. To use this shipping method, order subtotals must exceed AU$70.00. An order's subtotal is the value of the order after all discounts have been applied. We also offer flat rate AU$15.00 with the PO Box or Parcel Locker Address option. Both options also have duties and taxes included so that customers aren't hit with an additional bill prior to the order being delivered. We do also offer DHL but the price for shipping with that option may vary based on specific order details.
We do not have a fulfilment center in Australia as most of our fulfilment centers are located in the United States and Hong Kong.
Regarding response times from our Customer Support department, due to a large volume of requests, response times may be taking longer than usual. Also, submitting multiple support tickets makes a contact harder to resolve and may reset the support request.
We hope we have helped and, should you have other questions, please don't hesitate to let us know!