As we’re just getting started, you may notice your local Dealership isn’t available just yet. Over the coming weeks we’ll be adding more Dealers for you to conveniently purchase from. Stay tuned as we give you access to over 400 STIHL Dealers nationwide, from the comfort of your couch.
What happens after I place my order online?
After placing your order via the STIHL Online Marketplace with your chosen STIHL dealer for click & collect, you will be notified by the store when your order is ready to be collected.
Upon arrival in store to collect your products you will need to present your ID and order confirmation.
Orders must be collected within 14 days from the date you are notified that your order is ready for collection. If your order is not collected within this time, your order will be cancelled. A refund will be credited to the card you had used when placing your order.
Will my machine come pre-assembled and fuelled?
When purchasing machines via click & collect, your STIHL dealer will ask you if you would like the machine assembled and fuelled at no extra cost prior to your arrival.
This will save you time when you come into collect – however please note once a machine has been fuelled the store does not need to accept it as a return (except as required under the Australian Consumer Law (ACL), for example in the unlikely event that the product is not of acceptable quality or does not correspond with its description etc.
STIHL Dealers will accept returns of machines that have been assembled by store staff, provided they have not been fuelled. The STIHL Dealer will also provide you with instructions on using your new tool at the time of collection.
Why do I have to select a dealer before I can place an order?
Purchasing via the STIHL Online Marketplace means you are buying from your chosen STIHL Dealer. Selecting your chosen STIHL Dealer will help indicate stock availability and the smooth progression from your order being placed through to completion.
When you choose to purchase from a particular STIHL Dealer you are registered as a customer of that STIHL Dealer. Please contact your chosen STIHL Dealer for advice about your purchase.
How can I change or cancel an existing order if I change my mind?
The STIHL Online Marketplace will start to process your order as soon as possible so that you receive your items as quickly as possible. This means that changes cannot be made once the order has been placed.
However, exchanges or refunds will be accepted up to 14 days from the date the order was placed, provided the items have not been operated, are in their original condition & packaging and fuel has not been added to them.
Simply return the products directly to the STIHL Dealer you purchased from for a refund or exchange. You must take the products back to your selected STIHL Dealer. Returns to another STIHL Dealer or to STIHL directly will not be accepted
If you choose to make your purchase in-store, please note the in-store refund process and policy may be different from the above.
Can I change my selected dealer after I have paid?
No, As your payment and order information is processed directly with your chosen store, it is not possible to change stores once the order has been placed.
No, all purchases made via the STIHL Online Marketplace must be paid in full and at the time of purchase via the Stripe payment gateway.
Where is my nearest STIHL Dealer, and where can I find it’s opening hours?
There are over 600+ STIHL Dealers across Australia. You can find your local STIHL Dealer using the store locator found at: STIHL Dealer Locator.
How do I change my address, email, phone number or other account information?
You can change all your contact details from the "My Account" section of the website. You will need to login. Once there click into the account information and you can make the changes.
How do I reset my password?
Click on the forgot password link and follow the prompts.
I have reset my password, but I am still unable to login
Check to make sure that your caps lock isn’t on and that each character in entered correctly, If you are still unable to login contact us using the contact us form found here: Contact STIHL and we will endeavour to provide you support.
How do I change my password? (If I know the current password)
You will need to login, then navigate to the "My account" section via the top navigation bar by clicking on "Account Information". After logging in you will see a section to change your password.
How can I deactivate my account?
If you wish to deactivate your account, you will need to login, then navigate to the "My account" section via the top navigation bar by clicking on "Account Information". After logging in you will see a section to close your account.
How do I know if you have an item in stock?
Product availability on the STIHL Online Marketplace is integrated with your chosen STIHL Dealer and will show a status based on information available from that individual STIHL Dealer. That information may not be completely accurate or up to date.
If a product is low or out of stock, it will be displayed as ‘contact your dealer for stock availability’ on the STIHL Online Marketplace, this is because it is still possible your local store may have it, we recommend that you contact them to check before arriving in store.
If a ‘available’ message is displayed, then our integration shows there is available stock at that chosen STIHL Dealer.
While STIHL Online Marketplace work extremely hard to maintain accurate content on our website, occasionally there may be incorrect information displayed. This could include an incorrect price, photo, colour variation, stock level, specification, or description. STIHL Dealers reserve the right to cancel any order based on incorrect information and will offer a full refund.
What currency are the prices displayed in?
All prices displayed on the STIHL Online Marketplace are RRP and in $AUD inclusive of applicable GST.
Is it safe to shop online with my credit card?
All credit card payments are processed securely by Stripe Payment Gateway and are compliant to the Payment Card Industry Data Security Standard (PCI DSS) to the highest level available.
Payments via the STIHL Marketplace are processed using Secure Socket Layer (SSL) protocol, whereby sensitive information is encrypted to protect your privacy.
What payment methods do you accept?
Visa and Mastercard.
These payment types may change over time and may differ from the payment types available in each store.
While STIHL Online Marketplace work extremely hard to ensure accurate prices are displayed on the website, occasionally there may be incorrect information displayed.
STIHL Dealers you choose to purchase from, reserve the right to cancel any order based on incorrect information, and a full refund will be offered as compensation.
How does Click & Collect work?
Browse and select your desired products online, then add them to your shopping cart. Once you've completed the checkout process, your chosen STIHL Dealer will notify you as soon as your order is ready for collection.
Yes, Click & Collect is available at no cost from participating STIHL Dealers.
Where do I pick up my Click & Collect order?
You can collect your order directly from the participating STIHL Dealership where you placed it. Remember to bring your collection notification or a valid photo ID plus the card utilised for your purchase. Please wait to receive the notification that your order is ready before coming to pick it up.
When can I collect my order from the store?
Once your order is ready for collection, your chosen STIHL Dealer will notify you. Since each STIHL Dealer operates independently, their hours and availability may vary. You can check the details for your specific Dealer using the STIHL Dealer Locator.
Can someone collect my Click & Collect order for me?
Yes. Simply notify your purchasing STIHL Dealer that someone else will be collecting the order on your behalf. Note: Photo ID is required at point of collection.
How long do I have to collect my order?
If you do not collect your order within 14 days, your chosen STIHL Dealer will cancel the order and process a refund via the same payment method you used when placing the order.
Is Click & Collect available at all stores?
Click & Collect is available only at participating STIHL Dealers.
Are there any additional conditions that may affect my Click & Collect order?
Please be aware that during high-demand periods, like the Christmas season or severe weather events, your order may experience processing delays. We kindly ask that you wait to receive your collection notification before visiting the dealership. Rest assured, we appreciate your patience, and any delay will be brief.
Why is photo ID required when I collect my items?
Photo ID is required when collecting items for two reasons:
- To ensure the person collecting the order is the purchaser or approved for collection.
- It is illegal to sell sharp items, including but not limited to axes and knives, to minors in some states. In order to adhere to these laws, photo ID is required at point of collection to ensure the recipient of the order is 18+.
I require more advice on how to use my tool
The staff working in STIHL Dealerships are experts in all the products that are sold on the STIHL Online Marketplace. If you need any help to do with your machine, they will be happy to provide it.
Please ask your STIHL Dealer for advice about using your tool.
My machine needs servicing, where should I go?
STIHL Dealers have full-service workshops with trained technicians. Please take your product to a STIHL Dealer for servicing.
My tool is not working, what should I do?
If your tool is not working your local STIHL Dealer will be happy to assess and repair, it in their full-service workshops with trained technicians.
If the tool is under warranty or is found to be faulty or to not meet acceptable quality or its description, the store staff will either repair the tool, replace it, or refund the purchase price depending on the situation and in accordance with the Australian Consumer Law. Please take your tool to a STIHL Dealer for assessment and for any warranty claims.
Information about STIHL's warranty can be found at: STIHL Warranty Information. Nothing in STIHL's warranty alters or affects the rights of consumers under the Australian Consumer Law.
For your own safety and optimal performance of the machine, you must read the owner's manual. This can be found in the box or will be supplied by the store.
To download a copy of your owners manual visit: Owners Manuals and search for your purchased product.
