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.
- Is your property accessible?
- 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:
- Couriers Please
- Cope Sensitive Freight (for heavy/fragile goods)
- Hunter Express
Useful courier numbers
|Cope Sensitive Freight||Various||See https://www.cope.com.au/contact-us|
|Couriers Please||Various||See https://www.couriersplease.com.au/contact|
|Fastway||Sydney||(02) 8349 5994|
|StarTrack||Various||13 23 45|
|TFMXpress||Various||1300 853 070|
|Toll||Various||Missed 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: