Delivery

Do you offer pickup?

  • We only offer pickup for very select goods, such as heavy commercial catering equipment (14kg+), such as fridges and freezers. There is no pickup for computer or other goods.
    • When pickup is offered, there will be a notice on the product page which states so and provides options and locations of pickup. Otherwise, do not assume pickup is available.

How long does shipping take?

Please note that COVID-19 may cause delays outside of our control.

  • Note that we are an Australian-based online store, so the vast majority of our orders are locally fulfilled.
  • For metropolitan city-dwellers in Australia, delivery typically only requires 1-5 business days.
    • Most of our customers receive their goods within 1 week, although we cannot always guarantee this.
    • If your delivery is time-sensitive, we urge you to contact us first for advice tailored to your situation.
  • For international customers (outside of Australia) deliveries will generally require 1-2 weeks if DHL or FedEx are used.  Additional time may be required for customs clearance.
    • Inaction on your part in response to customs requests for remittance of import dues will obviously cause delays.
    • There are some less-well connected parts of the world that would receive in weeks to months.
  • We can give you an estimate once we know your shipping address and the contents of your order.

Do you provide tracking?

  • Yes, in the vast majority of cases, we do email tracking details to our customers, but please be patient; tracking doesn’t get instantly generated, and may require time to come online.

Where is my parcel?

  • Sometimes a courier has attempted delivery but failed, because the recipient was unreachable.
    • Is your property accessible?
      • Do you live in an apartment complex?  Did you miss a phone call?
      • Are construction works under way which obstructs access?
      • Is the outer gate locked?
      • Is there a deterring dog on the property?
    • We encourage you to answer the doorbell promptly and be reachable on your mobile number, as couriers are under time pressure during their rounds, and may turn around and leave if you are slow to respond.
    • If you have been provided with tracking details, please run your tracking number on the courier’s tracking page to see if a missed delivery was logged.
    • Although it is standard courier protocol to “card” recipients regarding missed deliveries, there may be occasional failures of communication, or the card may have blown away in the wind.
      • Check your mail box, or the vicinity of your front door, for a missed delivery card.
      • Your goods may be being held at a local post office or courier depot for collection, or awaiting further directions from you following a missed delivery.
  • There may be genuine delays in some cases.
    • In such cases, we ask for your patience, as the delays may not necessarily be caused by us, and external world variables may come into play (e.g. closures of roads during bushfires and floods, pandemics, cargo plane grounded for technical reasons, courier company under cyber attack, etc. – these are not farfetched scenarios and have actually all happened in recent times).
    • We experienced a backlog during the pandemic of late-2019, early-2020 because the demand for home office computer hardware spiked historically.  Much like the supermarket rush and buyouts of essential goods, computer retail was beseiged by a surge in consumer demand that led to slightly longer times to administrate orders, although we managed relatively well to fulfill the majority of our orders on time.
    • Some couriers are franchised, which results in considerable variation in service quality from region to region.  New franchisees may not yet have optimised their operations.
    • Some orders are third-party, or even fourth-party fulfilled, and delays may occur simply due to the degrees of removal from the goods.
    • Although the vast majority of our orders are locally fulfilled, there will be some irregularities of supply which involve an international leg.
    • A small number of deliveries may involve multiple legs.
    • Customers in remote regions should note that couriers may relay goods onto local frontier services, and that delivery rounds may be infrequent.

Which couriers do we use?

It will depend, however, here is the roll of couriers we currently enlist:

Domestic

  • Toll
  • StarTrack
  • Couriers Please
  • Fastway
  • Cope Sensitive Freight (for heavy/fragile goods)
  • TFMXpress
  • Hunter Express
  • TNT

International

  • FedEx
  • DHL

Useful courier numbers

Courier companyRegionTel
Cope Sensitive FreightVariousSee https://www.cope.com.au/contact-us
Couriers PleaseVariousSee https://www.couriersplease.com.au/contact
FastwaySydney(02) 8349 5994
StarTrackVarious13 23 45
TFMXpressVarious1300 853 070
TollVariousMissed delivery? https://www.tollgroup.com/contact-us/find-parcel-shipment
Find my parcel: https://www.tollgroup.com/express-services/myparcel

From where do we ship?

  • Most of these warehouses are based in NSW, VIC and QLD, but a few are based in other states (WA, SA).
  • Exactly where your product(s) is/are shipped from will vary from product to product.
  • Sometimes your order may be split if it is coming from different warehouses. We will usually let you know when this is the case.
  • If you are ordering a custom-built or custom-modded hardware from us, it will usually ship from Sydney.

What about International customers?

International buyers consent to and are responsible and liable for any import taxes imposed by the receiving port of entry.

  • We will usually use FedEx as our go-to international courier.
    • Please do not ask us to use Australia Post.  They connect to overseas postal systems and in doing so concede all control over the parcel, and sometimes cannot even reliably account for parcels once they have left Australia.
  • We are indeed open to international customers, but appreciate that the cost of international shipping from a small isolated island nation such as Australia may be steep, and that when this is the case, we are only passing on necessary costs.
  • Please note that import/export taxes, levies, tariffs or customs duties may apply, depending on the country you are receiving the goods in.
    • Either FedEx or customs will contact you later to solicit payment.  The store does not handle customs-related matters.

What do you mean by metropolitan area?

As a guideline only, the following Australian postcodes might be considered as metropolitan areas:

New South Wales
30km radius from Parramatta City

2000200620072008200920102011201520162017201820192020
2021202220232024202520262027202820292030203120322033
2034203520362037203820392040204120422043204420452046
2047204820492050205220602061206220632064206520662067
2068206920702071207220732074207520762077207920802084
2085208620872088208920902092209320942095209620972099
2100210121022103210421062107210821092110211121122113
2114211521162117211821192120212121222125212621272128
2129213021312132213321342135213621372138213921402141
2142214321442145214621472148215021512152215321542155
2156215821592160216121622163216421652166216721682170
2171217221732174217521762177217821792190219121922193
2194219521962197219821992200220322042205220622072208
2209221022112212221322142216221722182219222022212222
2223222422252226222722282229223022312232223425552556
2557255825592560256425652566256727452747274827492750
27592760276127622763276527662767276827692770
Map data ©2017 Google

Victoria
30km radius from Melbourne City CBD

3000300230033004300530063008301030113012301330153016
3018301930203021302230233025302630273028302930303031
3032303330343036303730383039304030413042304330443045
3046304730483049305130523053305430553056305730583059
3060306130623064306530663067306830703071307230733074
3075307630783079308130833084308530863087308830933094
3095310131023103310431053106310731083109311131143121
3122312331243125312631273128312931303131313231333134
3135313631413142314331443145314631473148314931503151
3152315331553156316131623163316531663167316831693170
3171317231733174317531773178317931803181318231833184
3185318631873188318931903191319231933194319531963197
3198320132023204320532063207342838003802380338043805
Map data ©2017 Google

Queensland
30km radius from Brisbane City CBD

4000400540064007400840094010401140124013401440174018
4019402040214022403040314032403440354036403740514053
4054405540594060406140644065406640674068406940734074
4075407640774078410141024103410441054106410741084109
4110411141124113411441154116411741184119412041214122
4123412741284129413041314132415141524153415441554156
4157415841594160416141634164416541694170417141724173
4174417841794205450045014502450345044505450645084509
45104511
Map data ©2017 Google

South Australia
30km radius from Adelaide City CBD

5000500650075008500950105011501250135014501550165017
5018501950205021502250235024502550315032503350345035
5037503850395040504150425043504450455046504750485049
5050506250635064506550665067506850695070507250735074
5075507650815082508350845085508650875088508950915092
5093509450955096509750985106510751085110511151125113
5115511651175118512051215126512751325133514051585159
516051615162516351645165516651675168
Map data ©2017 Google
 
Western Australia
30km radius from Perth City CBD

6000600360046005600660076008600960106011601260146015
6016601760186019602060216022602360246025602660276028
6029603060316032603360366050605160526053605460556056
6057605960606061606260636064606560666067606860696072
6073607660776078607960816082609061006101610261036104
6105610661076108610961106112612161226147614861496150
6151615261536154615561566157615861596160616261636164
6165616661676168616961706171617261736174617561806181
6210
Map data ©2017 Google
 
Autralian Capital Territory
30km radius from Canberra
 
2600,2601,2602,2603,2604,2605,2606,2607,2609,2611,2612,2614,2615,2617,2618,2619,2620,2621,2900,2902,2903,2904,2905,2906,2911,2912,2913,2914