Help & FAQs

Everything you need to know about ordering from Tom Grady Rural Merchandise. Can't find your answer? Call us on (07) 5482 1692 or contact us — we're always happy to help.

Orders & Payment

How do I pay? We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and direct bank transfer. Pay by bank transfer on orders $1,000+ and earn 1% store credit. See Payment Methods.

Can I change or cancel my order? Yes — you can cancel any time before your order is dispatched or marked ready for collection, for a full refund. Call us as soon as you can on (07) 5482 1692.

Delivery

Where do you deliver? Australia-wide, using Australia Post, road freight, and specialist dangerous goods carriers. Freight is calculated at checkout. See Delivery Information.

How do I track my order? Once dispatched, you'll receive a shipping confirmation with tracking details. Follow it from your order status page or in the Shop app.

Why can't some items be shipped? Vaccines, certain dangerous goods, and very large items are pickup-only or need a freight quote. These are flagged at checkout.

Click & Collect

Is pickup free? Free on orders $150 or more; a $5 handling fee applies under $150. Collect from 55 Tozer St, Gympie. See Click & Collect.

How long do you hold my order? 5 business days from the "ready to collect" email — call us if you need longer.

Can someone else collect for me? Yes — they just show your order confirmation or quote your order number, name, and phone number.

Returns & Refunds

What's your returns policy? 30 days for change of mind (unused, in original packaging, with proof of purchase). Faulty goods are covered under the Australian Consumer Law. See Returns & Refunds.

What can't be returned? Opened chemicals or fertilisers, collected vaccines, and used or custom items (except where faulty).

Special Orders

Can you get products not listed online? Most likely yes — if it's used on an Australian farm, we can usually source it. See Special Orders.

Chemicals & Compliance

Do I need a licence for certain chemicals? Some restricted products require permits or licences. See Chemical Compliance and Chemical Safety & Safety Data Sheets.

Still Need Help?

Call (07) 5482 1692, email tgrmorders@tomgrady.com.au, or contact us online. We're open Mon–Fri 8am–5pm and Sat 8am–12pm.