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Answers your questions about our delivery process.
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If you're looking for further technical support or information about our returns process.
Terms and Conditions for usage of this site and purchasing from AusPCMarket
Is there an insurance surcharge, credit-card surcharge, Paypal surcharge, system-assembly charge, or handling cost that gets applied after I've committed to a purchase?
No - we don't believe it's fair to annoy our customers with the "drip pricing" model that the rest of the PC industry seems to have adopted from the airline and ticketing industries. Other retailers typically hide as much as 50% of their product mark-up in various unexpected surcharges shown only in their checkouts, instead of making all their mark-up a part of the product price. They do this to ensure that a lower-but-unobtainable list price is shown to Google and the price-comparison-site crawlers, since the crawlers are blocked from going through their checkouts, where the surcharges are hidden.
Unlike the rest, we do not charge extra to accept credit cards or Paypal, we automatically self-insure all goods that we ship for no additional charge to you, system assembly is available at no extra cost, almost all of our products have free delivery to Sydney Metro, and around 80% of our products have free shipping to everywhere else in Australia.
Can you ship to my country outside Australia?
We can only ship to Australia, sorry - Australia Post's shipping costs from Australia to other parts of the world are so expensive, we've found almost no-one wanted to pay the Aust Post shipping cost once they realised how much it actually was. Try the Post's shipping cost calculator if you want to see how much they expect you to pay, and use 2Kg as the minimum weight, which is what the average PC part/keyboard/mouse gets costed at by the Post once it's been packaged well enough to ship overseas - shipping a PC case always costs more than the case itself!
We can't stop people from entering a non-Australian address for shipping at the checkout, so if you pick somewhere other than Australia as your shipping address, the freight cost shown will be $10,000 to make it clear that we don't ship there.
Can I drop in to pickup something?
Yes, you can, and there's no surcharge for doing so, unlike other retailers nearby! You are welcome to place orders for collection at our warehouse in Auburn, provided you submit your order online in advance. Products with the Availabilty listing "In stock - less than 5 / more than 5" and "In stock - at Sydney supplier" can be ordered online for pickup at Auburn. If you select products that are listed as "In stock - at Sydney supplier", we have to send a driver to the supplier's warehouse to get these in for you, and this can take 2-3 hours - if you order after midday, you can assume that these kinds of products will be available for pickup the following day.
Stock located at suppliers outside Sydney has to be shipped directly to your attended daytime address. Note that a handling charge of $9.90 applies to low-value (Under $30) orders.
The checkout says you can't ship to my suburb in Australia?
If your address is in Australia, we may not yet have your postcode in our courier's list. To checkout immediately, try a nearby code, and let us know the correct postcode and suburb in the order comments. We'll add your suburb when we process the order. Alternatively, you can contact us here to let us know about your postcode and we will add it.
Why does your weight for a product seem much higher than the product should weigh?
The weight we list is the "cubed" or dimensional weight used by the shopping cart to correctly calculate shipping costs, and is not the product's net weight - please visit the product manufacturer's website to find out net weights.
Most bulky things we sell are shipped by couriers who charge us based on what works out higher: the product's dead weight or it's cubed weight (LxWxD x 250). For example, a case that is 0.7m x 0.6m x 0.25m in size has a cubed weight of 26Kg, and this is what the courier will base their costs on, not the case's dead weight of 8kg.
Can I get a quote for something?
Yes - just put together your order and check out, then choose "Email a quotation" as your payment method, so that the freight is calculated correctly. An invoice will be emailed to you. If you wish to pay by card later, send a message via the Order System, or email us, and we can take your card details over the phone.
Can I place my order by phone?
Yes, you can call us on 1300 353 200 Weekdays 10-4.30 (Except public holidays). Note that this usually takes longer than if you were to type your details in yourself at our checkout - our staff use the same online checkout to place the order that you do.
Can I have a credit account and pay later?
Yes - we have partnered with zipMoney to provide up to 6 months interest free credit for approved customers. See here.
Is "X" in stock?
Unlike most of our competitors, we differentiate between stock that we have on hand at our own warehouse, and stock that may be available from suppliers. Many shops just pretend and show the supplier stock figure as their own stock - it's easy to identify these kinds of shops, because they show everything as 5+ or "in-stock", but their address does not look like a huge warehouse with sufficient space to house hundreds of pallets.
Our stock information (Availability:) is displayed in the product's info page just above the "Add to Cart" button, and on the left of the category pages.
"In stock - Less than 5 / More than 5" means we have these approximate quantities available at our own Auburn warehouse. Note that this does not take into account stock that has been allocated to orders that are yet to ship.
"In stock - at (city) Supplier" means the product was available at our upstream supplier's warehouse in the named city last time we ran their data feed. We get these products from Sydney suppliers when our drivers visit them every day - products from most interstate suppliers can be shipped directly to your attended daytime address. If a product's availability says it is in stock at a supplier in a city other than Sydney, it means our Sydney suppliers have none available. Pickups are available only for products with availability "Less than 5 / More than 5" and "In stock - at Sydney supplier" - stock located outside Sydney has to be shipped directly to you as our suppliers do not allow pickups. The freight estimate in our shopping cart assumes all orders ship from Sydney, so if you ask us to ship from a different city to an interstate location, we may have to manually add freight and take an additional payment when our staff process your order.
"In stock - Perth delivery only
" applies to a supplier in WA that only ships to Perth customers and no-where else in Australia, so when a product is only available from this supplier, it will be flagged as "In stock - Perth delivery only" and it can only be shipped to an attended address in Perth metro.
The stock status on the site is updated from our inventory management system once a day, so there are some times when products sell out during the day and still show as in-stock on the site. We ship a lot of gear every day, so it's also possible for the quantity on hand to be incorrect if other people have purchased the same product before you and their order has not yet left the building. If you want to confirm real-time stock, contact us
and we'll check the shelves for you.
Can I add more products to an existing order after placing it?
Credit-card PCI security compliance means we can't store your credit card details, so please place another order.
Hey, I've seen this product normally worth $hundreds listed at $2 - can I get 10 of them?
One of the downsides to doing regular price updates with supplier datafeeds is that the suppliers will occasionally stuff-up their data and give us prices of $0 or $1 for products, when the correct price they sell for is actually way higher than that. This kind of error is occasionally passed on to our update engine, due to the fact that we can't parse all these updates by hand, because there's more than 18,000 products to update daily.
We normally catch these supplier errors when they happen, but the occasional one does get through to our site - please note that we will not complete any orders where a supplier update has resulted in an obviously-incorrect price - errors and omissions are excepted as part of our terms of sale
, so we will normally cancel any such orders.