Frequently
asked questions

Products

Where are your products manufactured?

Abaco Machines products are manufactured by our Abaco factory in Vietnam and supplied locally through Abaco Machines Australia. Our Australian team manages local stock, customer service, spare parts support and after-sales assistance.
How do I order a custom product?

To enquire about a custom product, please contact our team through the Contact Us button in the website footer. Please include the product type, required dimensions, quantity, intended use and preferred finish so our team can review your request. Custom orders are subject to factory review and may require a minimum order quantity (MOQ). For custom products, our team will confirm the required specifications with the customer before manufacture, which may include engineering drawings, dimensions, colour, finish and other design details for approval. Typical lead time is approximately 2–3 months, depending on the product and order requirements.
What warranty do your products come with?

Abaco Machines products include a 12-month warranty from the date of purchase shown on your invoice. This warranty covers replacement parts recognised by Abaco Machines as defective, excluding normal wear items and consumables. Warranty does not apply to damage or failure caused by misuse, incorrect handling, transport damage, lack of maintenance, unauthorised modifications, or the use of non-genuine or incorrect parts/accessories.

If you need to make a warranty claim, please contact our Customer Support team with your invoice, product details, photos/videos of the issue and a description of the fault. Our team will review the claim and advise the next steps. This warranty does not limit your rights under Australian Consumer Law.

Shipping & Returns

What is the return policy?

Return requests must be submitted within 7 days of receiving the product. Unopened products may be returned for a full refund of the product purchase price, with return shipping costs covered by the customer. Opened products may be accepted for return but will incur a 20% return fee, with any additional charges assessed based on the product’s condition. Please contact our team before returning any item so we can confirm the return process. This policy does not limit your rights under Australian Consumer Law.
Are any purchases final sale?

Custom-made, special-order and clearance items marked as final sale cannot be returned or refunded for change of mind once the order is confirmed. For custom products, our team will confirm the required specifications with the customer before manufacture, which may include engineering drawings, dimensions, colour, finish and other design details for approval. Once the customer has approved the final specifications and manufacture has commenced, the order is treated as final sale. Standard stocked products are subject to our normal return policy. This policy does not limit your rights under Australian Consumer Law.
How much does shipping cost?

Shipping costs vary depending on the product size, weight, delivery location and delivery requirements. Where available, shipping will be calculated at checkout. Small items are generally sent by standard courier, while larger items may require palletised freight.

Many oversized products require forklift unloading at the delivery site. If a forklift is not available, we may be able to arrange a tailgate or alternative delivery service, which may incur additional charges. Warehouse pickup and customer-arranged freight are also available by selecting pickup at checkout and contacting our team.