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FAQ QUICK LINKS |
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Ordering Questions - Contact details at bottom of page |
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| Can I get advice on system purchase/compatibility or more technical product specs by phone? |
We can provide some help by phone, but it's better if you e-mail sales if
your question requires more than the info already listed on the site.
Our telephone staff are happy to confirm stock availability, and any product
technical specifications that are already listed on our website. If you need
more information than this, we recommend you contact us in writing here so
that we can ensure you are getting the most accurate information. Technical
specifications beyond those listed on the website may take more time to
research than a phone call allows, and as we've found that it's often very
hard to determine complex system configuration requirements accurately over
the phone, this is best done in writing to avoid any possibility of
misunderstanding. |
| Can I place an order by phone? |
Yes, you can, although it's faster and more accurate if you use the site to
place your order. Our number is 02 9646 8000, available from 10->5 weekdays.
Whilst we can take your order over the phone, we'd encourage you to use the
site if you can - the orders placed through the site are prioritised, and
we've found that there are less mistakes / misunderstandings and
spelling/address errors with orders put through the site. All orders placed
through the site receive a confirmation e-mail and a shipping information
e-mail, and your order status and shipping details are viewable online at
any time.
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| Can you offer me a credit account? Can I send you a Purchase Order? |
We do not have credit accounts - orders ship when paid. You can put your
purchase order number in our Comments Box at the checkout, so it will be
printed on your invoice.
Our sales are based on payment before shipping, to minimize the number of
accounts-receivable staff we need to employ - we do not offer accounts to
anyone, to ensure people are able to spend within their means.
If your ordering procedure requires an invoice to generate payment in
advance, please use the website to make your order and choose the "Send a
quote" checkout payment option - you can type Purchase Order numbers in the
"Comments" box, so they can be printed on your final invoice. Once
completed, proceed to the Member Area and press "edit" to the right of your
order - press the "print proforma invoice" button at the bottom of the page.
Once payment is received and is cleared funds, we will ship the goods to
you.
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| Why can't I create a new login using a Hotmail e-mail address? |
Hotmail's anti-spam filter bins our e-mails because they mention payment, so
Hotmail users never seem to receive e-mail from us. Use some other address
please.
It appears that Hotmail has put in some anti-spam measures that are
classifying all our order-confirmation, payment-instructions, and
order-shipped emails as "spam", which means they get put in people's "junk"
folders and are automatically deleted after 5 days or when their boxes are
full. We confirmed this by creating a test Hotmail account - all our mails
to it were marked as junk, and there does not appear to be any way of
configuring Hotmail to not do this in advance. They do not publish the
requirements that they use to classify email as spam, so we have no way to
know what to change in our emails to stop them attracting the attention of
their spam filter. It's pretty important that customers receive our
messages - if you do not log into our site to check on your order's
progress, email is the only other way you have of knowing if we have
processed your order, if there was a problem with your payment, and how your
order was shipped, so you can be prepared for the courier's delivery
attempt.
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| I'm a reseller - can you send me a wholesale pricelist or dealer application? |
We resell a small number of parts we import at a discount to genuine
resellers with shopfronts - ask sales
Whilst we are a direct-to-retail operation, we can sell some of our range to
genuine computer-related reseller businesses at a discount (3% - 5%) off our
list prices. We don't require a reseller application form to be completed,
as we do not offer credit. Reseller pricing is automatically catered for on
our new site based on a login e-mail address. We can provide reseller pricing
on products that we import ourselves, such as PC cases and power supplies,
and some that we bulk-buy (Skymaster, Silverstone, GTR, and Vipower) - not all
products we sell (such as RAM, CPU, motherboards) are eligible for reseller
pricing, and minimum order amounts ($220inc) apply to each reseller order.
We're happy to provide further information to interested resellers who
qualify - you'll need to have a business ABN or a registered business
verifiable at ASIC / your state's relevant business registration authority,
and either a website, shop address, or whitepages listing to qualify -
personal ABNs are not acceptable - please don't ask if you do not have a
business ABN, and a website, shopfront or whitepages listing to prove you
are a reseller business. Please contact sales for more info.
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| Can you build a computer to my specifications? |
Yes, we can - use the site to select your parts - there is no extra charge for assembly.
However, you can safely assume that if brand "X" of the part you want is
not in our shopping cart, we don't sell that brand, and you should choose an
alternative brand that we do sell. We try not to carry every brand of
product under the sun, as we try to deal only with selected suppliers close
to us to ensure speedy turnaround, and therefore don't sell products whose
suppliers are geographically distant from us.
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| Is Product "x" in stock? |
The website's stock indicator is realtime, live, and accurate 99.99% of the time.
"In-stock", "Special", and "New" products are in-stock.
We use the website as our realtime accounting system - it has live tracking
of all stock by serial number and barcode, and therefore "knows" if
something is, or is not, available. The site takes stock off the "instock"
list as orders are processed by our staff, and adds it back in as deliveries
arrive from suppliers, so the status will change all day long. Products shown
as "In-stock", "Special", and "New" are in-stock at our warehouse.
Products shown as "1-2 days", "Order in, "Order in only", need to be ordered
in from suppliers - we won't know if they have stock in advance though, and
if they are sold out, we will usually change the stock status to "Pre-Order".
Products listed as "pre-order" are not in stock, the importers
also have no stock of these, and you can place an order on the understanding
that we won't take payment for pre-ordered products until they actually
arrive and you confirm that you still want them. If we know the ETA of a
"pre order" product, we'll list it in the product's description - if the
importer has no ETA, we won't know one either, so please don't bug us about
the arrival dates of "Pre order" products that do not have ETAs listed in their description.
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| Can you tell me when some "just-announced-and-no-one-is-selling-it-yet" product is going to be available? |
If we know when something new is going to come, and how much it costs, we'll already have it on the site listed as "pre-order".
There are many new products being announced by manufacturers all the time,
but the time from announcement to stock-on-shelves-in-Australia is often
weeks, if not longer. Usually we'll list things once they are only a week or
two away from being on sale here, so if the new Unobtanium video card you
want is not listed here yet, please wait until you see it listed as a
"pre-order", rather than asking us, as our reply will usually be "we have no
firm info from the importers yet".
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| The product link I followed from a Google search says the product is "unavailable". |
Products are discontinued all the time - Google will still show them in it's
index for a while after they are removed from our site.
If you follow a Google link into our site, but the product has no "Buy"
button and says "unavailable", we no longer sell it. The info remains
visible because it's there for the convenience of customers who have bought
them in the past, as you can view all the details of your past orders
online.
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| Can you give me a quote for a system? |
The site can do this for you - select "send a quote" at the checkout.
You can make your own quote using our site. We can't really do this for you,
because many parts, like cases, hard drives, motherboards, video cards and
monitors, have a wide range of prices between brands and models. Since we
don't know your budget and performance needs, and as most people seeking
quotes often ask for brands we don't necessarily handle, you really need to
make these choices from our range for yourself.
Just hit the "Buy" button for each item you want, and then go to the
Checkout and select the "send a quote for confirmation" option from the
"Payment Type" box, and we will get back to you with final confirmation,
compatibility assessment, and pricing adjustments if required.
The prices we post on the website can be considered always "up to date" and
we invoice directly from the website, so pricing given in person or over the
phone will not be any different from the pricing on the site. Prices and
service levels are linked, and we carefully set our prices to take this into
account - we don't match prices from other shops. It's been our experience
that less-expensive resellers don't provide all-inclusive pricing
(fully-insured rapid delivery and credit card handling), offer same-day
order processing, or maintain staffing and stock levels to provide
informative websites and prompt service.
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| I have this quote from someone else - can you match it? |
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We don't pricematch, sorry - our service levels and included freight/delivery/insurance we offer make this unnecessary.
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| Can I send you a Word / Excel / text file with a spec to quote on? |
Please don't - the site lets you make your own choices easily. Use the site
and select "send a quote" at the checkout.
Just hit the "Buy" button for each item you want, and then go to the
Checkout and select the "send a quote for confirmation" option from the
"Payment Type" box, and we will get back to you with final confirmation,
compatibility assessment, and pricing adjustments if required.
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| Can I get a specific version / revision / serial number of a product? |
Usually, no - parts move fast, versions change often, and we can't know what versions will be available from the suppliers in advance.
We can't guarantee supplying specific revision or version numbers of
products, beyond what is stated in our product's listed description. We ship
what we have, when we have it, at our discretion. Generally, our stock moves
so fast that we usually have the latest version or revision. We cannot tag a
particular version or revision for a particular order, even if you enquire
by e-mail in advance, as the volume of orders we do means that the specific
item our staff may have checked for you may sell out in the time between our
reply and your order.
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| Is it possible to save my cart without committing to an order? |
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Yes, you can do this - put your parts into your cart by pressing their "Buy" buttons, then press the "View" button to see your cart contents. There is a text box on the bottom of the page where you can enter a name for the cart contents, to help you identify the cart - just press "Submit" to save it. Existing customers just need to enter their email & password to identify themselves - new customers will need to fill in their details for the first time.
You can see all your saved carts by logging into the Member Area, where they can be restored by pressing the shopping trolley icon, and deleted, if no longer needed.
Note that restoring a saved cart will overwrite anything else in your cart, and that prices in saved carts will revert to the current day's prices once you go through the checkout.
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| Can you guarantee Product X is compatible with Product Y? |
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Given the thousands of different products and brands available, the rapid
rate of new hardware being released, and the changing nature of software and
operating systems, this just isn't possible. If we're building a system, we
can of course test it out, and let you know if anything does not want to
play with something else. However, we're unable to give any guarantees,
implied or otherwise, that specific hardware we sell will work with other
specific hardware you already have, or with future hardware/software. Should
you find that something you have bought from us is not compatible with
something else, you can enquire about returning it within 7 days of
purchase, under our "change of mind" guidelines - note that restocking fees
will apply.
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| Will product X work with my Dell PC, Laptop, or Server? |
Most things we sell will not work with Dells - their proprietary hardware
may not work with generic gear.
We've found that most USB, Firewire, TV Tuner and memory products we sell,
and ALL power supplies and motherboards (without exception), will not work
on Dell equipment - the same gear usually works just fine with "generic" PC
hardware that we sell, though. The only exception we make is for specific Corsair CMSS RAM -
this RAM series has modules that have been tested by Corsair to work in some Dells - their
Dell model numbers will be mentioned specifically in each module's info page - Dell models not mentioned by Corsair are not supported or guaranteed to work in any way.
Possibly these compatability issues are to do with their proprietary
motherboard or powersupply components, which do not use the same ATX standards as
the rest of the industry, and in the case of Dell notebooks, their low
USB power output levels, or perhaps because their drivers have "issues". As
Dell don't allow anyone else to sell their gear, we can't test products we
sell with Dell PCs, and as such would recommend any Dell owners seeking USB,
or Firewire products to go back to Dell. If you purchase a product
for use with a Dell and subsequently find it doesn't work with your Dell,
you can enquire about returning it within 7 days of purchase, under our
"change of mind" guidelines - note that restocking fees will apply.
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| Will product X work with my Mac? |
Nothing we sell (other than some Corsair CMSS RAM) is specifically for Macs - we can't test anything we sell on a Mac.
We're not Apple resellers and have no Macs in our business to test our
products with, so we can't say that anything we sell will work with Macs. The only exception we make is for specific Corsair CMSS RAM -
this RAM series has modules that have been tested by Corsair to work in some Macs - the Apple model numbers of compatible systems will be mentioned specifically in each module's info page - Apple models not mentioned by Corsair are not supported or guaranteed to work in any way.
Whilst some products listed here may have links to manufacturer websites
that state "Mac compatible", we can not be responsible for testing these
claims, and as such would recommend any people seeking Mac products to visit
a Mac reseller. If you purchase a product for Mac use and subsequently find
it doesn't work with your Mac or OS version, you can enquire about returning
it within 7 days of purchase, under our "change of mind" guidelines - note
that restocking fees will apply.
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| Can you tell me if specific hardware will work with Linux? |
Much of what we sell may work with Linux, but we can't give any specific
compatability advice due to the sheer number of distros and versions.
Much of the hardware we sell will work fine with Linux and other Unices,
however these operating systems will not usually detect and configure
recent/"bleeding-edge" hardware automatically, and will require you to
figure out how to build a driver or write a config file, as no Linux drivers
are generally included with the products. Whilst some products listed here
may have links to manufacturer websites that state "Linux compatible" or
have Linux drivers available, we can not be responsible for testing these
claims. We can't give specific advice as to compatibility due to the many
flavours and releases of 'nix distributions and their varying levels of
built-in support. If you purchase a product for Linux use and subsequently
find it doesn't work with your OS version, you can enquire about returning
it within 7 days of purchase, under our "change of mind" guidelines - note
that restocking fees will apply.
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| Can I check on the status of my order ONLINE? |
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Yes, you can! log in, using the email address and password you gave, and
check the Member Area.
You can see at a glance what the status of your order is.
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| Can I change things in my order after placing it? |
Yes, you can do this too! log in, using the email address and password you
gave, and edit your order in the Member Area.
Provided we have not started working on your order, you can change your
address, payment details, quantities of products in the order, or cancel the
order.
If you want to add more products to an existing placed order, pending order,
or back order, just browse the site first and add the products to your cart
by buying them, then go into the , press "Edit" for the order you want to
add to and press the "Add Cart to this order" button. Press the "Update
Order" button to finalise the changes and submit the order for to work on.
For more information on how to do this, please read our help pages.
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| I need to cancel or change something in my order, but the system won't allow it. |
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E-mailyour changes ASAP, as the system locks your order once we've started working on it.
Should you need to cancel or change the contents/delivery details of an
order AFTER we have started working on it, you should E-MAIL your
changes/cancellation request as soon as possible. It's easy to do - just
reply to the order confirmation email you received so that we are given your
order number and can verify that the changes come from the person who placed
the order originally. Please do not call us on the phone for requests of
this nature as we will only accept them in writing to avoid fraud attempts
and misunderstandings. Note that our same-day order-handling means that we
will usually send your order the same business day it is received. If you
decide to change something after we have sent your order out, we can't call
the parcel back, and you will have to arrange for it's return to us by a
trackable method at your cost if you no longer want it.
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| Can I change the e-mail address that I use to log in to the website? |
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Yes, you can, in the Member Area - you'll need to log in with your previous address and password.
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Payment Questions |
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| How can I pay? |
AMEX, VISA, & Mastercard via the site & in person, Bank deposit,
Money Order by mail, Cheques by mail, Cash & EFTPOS in our warehouse, no
surcharges for cards.
Credit card
We take credit cards from Australian banks (MasterCard, VISA,
AMEX) without any surcharge. Orders over $2000 may require you fax, or scan
& e-mail, a copy of the credit card front/back with the cardholder's
signature on the same page if we are unable to verify your details from a
third-party source - we will contact you if this is needed. If you have a
non-Australian credit card, we will only be able to accept it if you are
able to fax, or scan & e-mail, a copy of the card front & back with your
signature and driver's license nearby. If you provide us with a card in
someone else's name, we will need to speak to that person to verify the
charge. We normally charge credit cards the same day your order is invoiced
& packed. System orders are charged prior to assembly.
Bank Deposit
You can deposit cash or cheques directly to our bank account using
NetBanking or by going into a Westpac Bank branch - place your order using
the site first and we will send the bank account details along with an order
number to identify your deposit with. If you pay by netbanking, your bank
will take the money from your account immediately, but will not send it to
our bank immediately, and therefore it can take 1-2 days to show up on our
account- goods paid by cheque will ship when the cheque clears.
Money Order
Australia Post money orders can be mailed and are cleared same day they are
received by us. Place your order using the site first and we will send the
address details along with an order number to identify your payment.
Cheques
Personal, company, and bank cheques are accepted by mail or bank deposit
provided they clear - this takes three to four days for ALL types of
cheques. Place your order using the site first and we will send the address
details along with an order number to identify your payment. We no longer
accept cheques for pickups, unless they clear prior to collection (this
takes three to four days).
EFTPOS
EFTPOS up to $1000, credit cards and cash for any amount, are accepted in
our showroom - place an order first and wait for our email advising your
goods are ready for collection. You can not use EFTPOS cards (keycards) to pay via the website - they must be swiped through a terminal.
We've reviewed BPay, and have decided against it - there have been a number
of stories in the media recently regarding fraud using BPay, and the time to
process is longer than with bank deposits or NetBanking. Note that we do not
put goods aside when payment is made by methods other than credit card - the
number of orders placed where the cheque or deposit never appeared forces us
to do this. Occasionally, the goods in question may have sold out by the
time a posted/deposited payment appears - in this instance, we will normally
offer you the choice of a refund, alternative goods, or to keep the payment
until the goods arrive back into stock.
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| Can I pay by Australia Post COD (Cash On Delivery)? |
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Regrettably, no - whilst we used to offer this service, we found that Australia Post
COD parcels were lost more often than others delivered by courier, they took much longer
to deliver, and also a substantial number were not collected, leaving us out of pocket on
the postage charges there & back. If you don't have a credit card, please use bank
deposit, money order or cheque to pay, and you will get your goods more reliably & rapidly.
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| Can I get finance for system purchases? |
Yes, we have an arrangement with Flexirent to arrange fast finance.
If you would like to spread the payment of your system purchase over time, we can arrange painless finance through Flexirent - click here for their repayment calculator. We can also deal with other finance companies of your choice, however you will need to inform them that we need payment before releasing the goods - some companies may not agree to this. Our agreement with Flexirent allows us to release the goods once they give approval for the finance, and is much more rapid than other companies we've dealt with over the years.
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| I don't feel safe giving my credit card details over the 'Net |
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If you do not wish to give your card details via our site, use the site to make your order,
proceed to the checkout, and select the "Call me for my credit card details" option instead of
"credit card" in our "Payment Type" box. We will call you for the credit card details during business
hours. We're pretty confident in our website's security - as of October 2004, we process around $1,100,000
of orders via the website site per month, and in our 6 years of operation, have not had any fraudulent
credit card usage reported to us by our customers.
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| I don't live in Australia - can you sell to me? |
If you live in Australia or New Zealand, we can sell to you - if you live outside Australia or New Zealand,
we can't. Why? Because the freight cost from Australia to other parts of the world is quite high, and since
we're unable to accept unseen credit cards from outside Australia / NZ because of the fraud risk, the only
other trusted payment method available is a bank transfer, which most people wanting goods from overseas are unwilling to do.
New Zealand Customers:
We will deduct the Australian GST from the invoice sent with goods shipped to New Zealand. The website will show GST being
deducted once you select NZ in the State and Country fields of the checkout. It will also show ex-GST pricing if you are a
returning NZ customer who logs in before browsing the site. You can estimate how much it will cost in your own currency
here. Postage cost can be estimated
here - most small packages are around AUD $10.00 extra to
cover international insurance. We also ask that you do not order cases or monitors unless you will be arranging the freight at
your end - they cost too much to ship on their own because their bulk requires that they are "cubed" for freight calculations.
You may be liable for import tax & GST in New Zealand when you receive the parcel. Visiting tourists are required to pay the
GST and can claim it back at the airport on amounts over $300 - see
herefor terms. Australian residents
departing permanently can also claim back the GST under these guidelines, but if you are just going on a holiday and coming back,
you'll need to pay the GST when you declare the goods on your return journey.
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| Can I change the details on my invoice after I have received it? |
No, sorry - we can't change invoices once your order has been shipped, due to accounting regulations.
You can change the details on your order, online, at any time before we actually pick your goods - you can edit your order in the Member Area.
After this, an invoice is generated, and is considered final.
We can not change existing invoices to reflect different names, companies, or addresses, as they are a legal document.
If your payment process requires that the names are changed once received, we can accommodate you by crediting the original invoice and reinvoicing it with the details you want
instead - this will result in a new invoice number and a service charge of $5.50 will apply to cover the cost of time & labour, fax phone charges etc. Ask sales to do this.
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| I lost my invoice - how can I get another copy? |
You can re-print your invoices by going into the Member Area, and pressing the View button for your order - inside the order, you'll find a Print Invoice button to do this.
The website offers you the option to view and print your invoices as Adobe Acrobat PDF files - you'll need the free Adobe Acrobat Reader to view them. Log in to the Member Area, press the "View" button for the order you want to re-print, and you'll find a "Print Invoice" button on the bottom of the page. Press this and a new window will load with your invoice as a PDF. The top of the window will have icons for saving and printing the invoice. Note that some pop-up blocking software may prevent the window from opening - you'll need to allow all popups from our site if you find that pressing the button appears to do nothing for you.
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Delivery Questions |
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| Can I pick up an order? |
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Yes you can, once you have placed your order via our website by choosing the "Pickup from Warehouse" option in our checkout's
"Payment Type" menu. Please wait until we have sent you a reply confirming your goods are ready for collection.
Please also do not "drop in" without an order placed via the site, as we are not a retail storefront, and you will not be able
to "browse through" any of the products we sell. Orders can be collected from our warehouse counter between 10.00 AM
and 5.00 PM weekdays. Pre-ordering also prevents disappointment for two reasons: our stock is split between a number of warehouses,
so it may not be sitting on a shelf in our Auburn warehouse, and, due to the sheer volume of goods shipping each morning, not everything
that is listed as "in stock" on the site is necessarily available all day long. Whilst we do have a large selection, it's not on
browseable shelves like Harvey Norman, so if you do come in without placing an order, you will given access to a PC on our counter to
place your order through the website.
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| Payment for pickup orders |
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EFTPOS up to $1000 (the daily limit set by the banks), and credit cards and cash for any amount, are accepted at our warehouse - we no
longer accept cheques for pickups, unless they clear prior to collection (this takes three to four days). To use EFTPOS, the card holder
will need to present the card and enter their PIN in our EFTPOS machine. For credit card payment, the credit card holder will need to
present the card and sign the receipt. If you want to pay by credit card and send someone else to collect your order, you'll need to scan
and email, or fax, a copy of the credit card front/back with the cardholder's signature on the same page to 02 9646 8000 prior to collection
of the goods, and the person collecting will need to show a driver's license or other photo-ID.
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| Does it cost more for pick-up? Less for cash? |
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Unlike a number of our competitors, we do not yet have a higher walk-in price or added percentage charge for counter service if you come to
pick goods up from our warehouse - the price listed on this website is what you will pay. Due to the large volume of credit card business we do,
our credit-card fees are quite low, and therefore taking cash would only make a difference of about $10 per $1000 - we are a legitimate
GST-paying business and would have no "other" reasons for preferring cash over credit cards.
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| How much does delivery cost? |
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All our prices include delivery to you! The only exceptions we make are for bulky items (cases, monitors) sent to destinations outside Sydney
metropolitan area - these may require a small additional freight fee to be added to the total price displayed in your shopping cart - the amount
will vary according to the size of the box and shipping destination. The shopping cart checkout total will say "TBA" for the freight
if you have ordered an item requiring additional freight. We'll work this out for each order individually and contact you by e-mail with the final
price - see an estimate here.
Note that if you have selected a range of small items or the parts
that comprise a PC system, that can fit inside a case in the same order, we may be able to waive part of, or all of the additional freight charge!
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| How soon is my order shipped? |
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Our goal is that all on-line orders for in-stock products, received weekdays before 3PM Sydney time, are packed for shipping that same day - delivery
to you is usually the following business day (see next paragraph for more info). Orders placed after 3.00PM, overnight, and on weekends or during public
holidays, are packed & shipped the following business day. Note that if you order something that has a stock status of "Pre-order" or
"1-2 days", or the parts you want run out of stock, if you order a system that requires assembly, or use a payment method other than a
working credit card, shipping may take longer.
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| How long does delivery take? |
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Delivery of orders for in-stock products, received weekdays before 3PM Sydney time, is usually next-business-day after shipping, by Express Post or
Courier Service for in-stock items valued over $50 and capable of being fitted into an express satchel. We use Couriers Please for Sydney,
and AAE/Ipec for elsewhere. Orders of less than $50 are posted, so delivery takes 2-5 days depending on your location. Large bulky items are
sent by road courier, and can take 1-3 days - 3-5 days for bulky items if you are in remote WA or Tasmania.
There is no option to request same-day delivery unless you will be sending your own courier. If you wish to have a specific delivery
type (eg express post for an order of less than $50, which adds a few dollars), please ask in the "Comments" box at the checkout.
Systems take 1-2 days to build, load and test before shipping.
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| What constraints apply to deliveries? |
- We are unable to send goods to PO Boxes when payment is being made by credit card.
- Postmen & couriers won't ring you before coming to deliver.
- Postmen & couriers don't deliver on weekends.
- Someone will need to be present to sign for the delivery during business hours.
- We can't guarantee that they will arrive at a particular time of day
Please use your business address if you can't be home to receive your delivery during the daytime. As some couriers services will charge an
additional fee for having to attend your address a second time to re-deliver the goods if you were not there the first time, please ensure
you choose an address where you, or someone else who can sign on your behalf, will be present during the daytime.
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| How much for insured delivery? |
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Unlike many companies we insure all goods that we ship for no additional charge to you. You do not need to worry about the goods getting lost
in transit or damaged by the courier, as our insurance policy covers it. In the unlikely event that something is lost or damaged, we may need
you to complete a lost good declaration prior to sending out replacement goods. Also, the courier companies may take some days to do a
full trace and investigate the loss prior to authorising us to send a replacement or give a refund.
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| Hey, I ordered Product "X" and received Product "Y" - what gives? |
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Please look inside any boxes you receive, even if they do not appear to be the right product - we recycle left-over packaging materials when
packing your order, to save the environment and cost, as a lot of products we sell do not come with packaging appropriate for shipping. In
the very rare instance when you actually do receive the wrong product, you should start here
for instructions and we'll arrange it's return and replacement at our cost.
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| The box of the product I received looks like it has been opened |
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We open almost all products received from our vendors to inspect contents for damage, scan their barcodes, and place identity labels on the products.
This requires opening the anti-static bags and affects products such as motherboards, hard drives, sound cards, video cards, modems, and network cards.
Identity labels are used to ensure that products submitted for warranty claims were actually purchased from us and, for us to identify our vendor to
ensure that warranty claims are forwarded to the correct manufacturer's agent.
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Support and service |
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| What kind of warranty is provided? |
Most components we supply are covered by a 12-month return-to-base manufacturer's warranty - some parts, such as fans and MP3 players are covered for 6 months,
and some, like monitors and printers, are handled by only by the manufacturer - if a manufacturer offers more than 12months warranty, you must deal directly with them after the first 12 months has expired.
If parts are purchased from us and there is a fault during the warranty period that is attributable to manufacturing defect, the goods are replaced or repaired.
If replacement or repair by manufacturer is not possible, a refund may be obtained, however if the goods have had a fair amount of use,
we will deduct a restocking charge from any refund made, see "Restocking Charges" here
for more details. Goods that will not work when run outside their manufacturer's specification (eg overclocked), but work fine when run in spec,
are not considered faulty, and warranty claims on goods that show evidence of modification/overlocking/damage will be denied.
For parts found to have manufacturing defects 7 days or less from invoice date, we will replace them from our stock if possible. Parts returned
after this time are sent on your behalf at our cost to the manufacturer's agent to replace or repair the hardware as they see fit. Some parts,
such as monitors, have warranty handled directly by the manufacturer, and you will need to deal directly with them. You will need to pay the
cost of sending the parts to us, and we will cover the cost of returning them to you - bulky items excepted. The parts must be returned according
to our Terms & Conditions here. We do not send out replacment parts in advance of receiving
the original parts back for examination - please buy from a vendor that offers on-site hardware replacement service contracts (such as Compaq)
if you need this level of service. If service work is required to do the replacement (such as replacing a part in a PC that we did not install),
then labour will be charged at the workshop rate (currently $77.00 / hour inc GST). We don't sell or recommend you purchase
"extended warranties" or on-site warranty via third-party warranty suppliers, as we've found that they all go broke within a few years.
Please read through our Troubleshooting Guide first before contacting us. As more than 50% of
all goods returned are found to be working OK, we are forced to charge a minimum of $33.00inc GST for testing and returning non-faulty goods,
so please be sure to test them yourself and explore all possibilities for configuration prior to contacting us.
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| What if I have modified or damaged something? |
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Under consumer law guidelines, we are not required to give refunds, exchanges or credits if you want to return products that you have modified,
damaged, or removed the identifying barcodes/serial numbers from. Also, if goods being returned for warranty claims are found to be damaged or
modified, it is unlikely that the manufacturer's agent will handle the warranty. In this instance, we can either give you the manufacturer's agent
contact details so you can contact them yourself without any further cost, or we can handle the warranty claim for you, however we will need you
to pay a non-refundable testing & return fee of $33.00inc GST in advance of returning the goods to the manufacturer's agent. Testing and
returning goods to manufacturer's agents takes time and labour on our part, as well as incurring shipping costs back and forth, so the testing
& return fee goes part-way to covering this expense, and we can't guarantee that the manufacturer's agent will still honour any warranty
on damaged or modified goods. We define "Modified" to include things like removing product serial numbers and barcode stickers,
unlocking AMD CPUs, removing heatsinks/fans glued onto video cards, cuts/joins in power leads, and soldering components onto circuit boards.
"Damage" includes things like scratches across circuit board tracks, CPUs which are crushed or burned by incorrect heatsink
assembly, memory plugged in backwards, and electronic components which are broken off circuit boards - we've seen all of these and more!
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| I've changed my mind or can't get something to work. Can I return it? |
Whilst we're not required to do so, we are prepared to accept returns of products when you've changed your mind or can't get something to work
with your other parts, provided you ask within 7 days of receiving the goods - a minimum restocking charge of only 15% (or $16.50, whichever is
higher) is deducted from refunds for these returns.
Some products however, such as headsets, may not be returned at all if you change your mind, due to health department regulations.
Please read through our Troubleshooting Guide if you are having difficulty configuring your parts.
All you need to do is request a return authorisation as mentioned in the next paragraph within 7 days of receiving the goods from us. Note the following though:
- We can only do this if the product is returned "as new", in it's original packaging, and unopened if sealed by the manufacturer.
- Opened software is specifically excluded from this.
- If the product you want to return is used, such as expansion cards with screw marks, or CPU coolers which have been fitted to CPUs, we may
not offer to accept the return, or may accept it with a restocking charge, see
here for clarification.
- Any refunds are made less the actual shipping cost we incurred sending the goods to you originally.
- Due to the volatile nature of pricing in the PC industry, any refund calculation is based either on the invoice amount, or the published
price of the product on the date it returned to our warehouse, whichever is lower.
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| How can I ask to return something? |
If you need to send something back to us, please start by contacting our Technical Support staff here
for instructions. Specify your reason for return, your invoice number, and any technical details if it is regarding faulty goods. We will then respond by
email with an RA (return Authorisation) number and detailed instructions. You will need to pay the cost of sending any faulty/unwanted parts to us.
We provide this information by email to prevent poorly packaged & untrackable returned goods from being damaged or lost in transit - we've
received things like bare RAM sticks in letter envelopes and parts with no return address or identifying paperwork! Goods that are not packed sufficiently
well may be damaged and this will remove any claim to warranty or refund that you might expect. Please do not phone us as we have found that these
instructions are best done in writing to avoid potential problems. Please note that restocking fees are applied to refund requests for goods returned
either used or after 7 days - see here for clarification.
Please read through our Troubleshooting Guide first before contacting us. As more than 50% of
all goods returned are found to be working OK, we are forced to charge a minimum of $33.00inc GST for testing and returning non-faulty goods,
so please be sure to test them yourself and explore all possibilities for configuration prior to contacting us.
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| Can you give me technical support? |
As most of our components are expected to be installed by people with technical expertise, we recommend that you do not buy from us if you do not
have the ability to install and configure the parts yourself, unless you are prepared to pay someone to help you out. If you need always-on-tap
or after hours technical help for your PC, we suggest you consider a ready-made brand-name PC that comes with a 1800 support number.
If you are experiencing issues with parts we have sold you, we can provide some help. It's best to do this by e-mail and to give us a complete
listing of your system configuration and software environment, so we have enough information to go on. Whilst you can also call us, we can't
provide significant help over the phone as detailed information about your spec will not be as easy to determine, and we have only so many
hours in the day! We found that the majority of issues are resolved in one of the following steps anyway: update drivers & BIOS, check
for patches, reinstall the OS, or change out parts one at a time to find the conflicting one.
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| Do you fix things? Can I bring my system to you to fix a problem? |
Yes, but on the understanding that you are responsible for the cost of transporting goods to and from our location, that we only fix goods
that we have sold (to ensure your rights to warranty on parts sold by others are not affected), and that you accept our turnaround time
(averages 2 days) and labour rate (currently $77.00 / hour inc GST). Our parts prices, as invoiced to you when sold, do not include any
allowance for fixing installation, configuration, or software problems of any sort - there is no free service included with them - please
do not buy from us if you are expecting free installation/setup/configuration services.
Our Warranty covers manufacturing defects in hardware. It does not cover any software problems including those to do with operating systems.
Re-installing operating systems and other software will be charged at the usual rate. Goods returned for testing and found to be fault free
may incur the minimum service charge for the time taken to test them ($77.00/hour), at the discretion of management.
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| I've seen product "X" overseas - can you import one for me? |
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Generally, no, unless there is already a distributor for it in Australia - check the product manufacturer's website for an Australian distributor
before asking us. The time it takes to get a sample, evaluate it, make telegraphic transfer of payment and shipping arrangements in advance,
plus the fairly large minimum-buy requirements of most manufacturers means we do not import just anything. Also, for a rough guide to pricing,
expect to pay around 2.5x the USD price for overseas goods shipped by sea (takes 6-8 weeks), and 3.5x if they are airshipped.
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| Can you sponsor my clan / LANparty / IT News mirror / hardware review site? |
No, no, no, and doubtful, in that order. We used to do the first three, but we've since found that only pure hardware review sites get any
referral traffic that's financially worthwhile for us, and even then, it really depends on the quality of the site itself - you must be able
to take your own pictures and write your own reviews with correct English grammar & spelling. A good site to compare would be
www.dansdata.com - the only review site currently receiving financial sponsorship from us.
If you can produce an effort like Dan's, we'd like to hear from you!
If your hardware review site meets ALL of the following criteria, send us your detailed business proposal - all others will be cheerfully ignored:
- You live in Sydney and have completed high school
- There are no other retail shop sponsors on your site
- Your site's about hardware only, not news, forum chat, or LANparties
- You can show third-party statistics with more than 5,000 page-views per day
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Contact Details |
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- PHONE: Sales & Information Enquiries: (02) 9646 8000
- E-MAIL: Sales Enquiry
- TECHNICAL SUPPORT / RETURNS: RA Enquiry
- WEBSITE ADMIN: Webmaster
- WAREHOUSE ADDRESS: Unit 32, Quantum Corporate Park, 7-9 Percy St, Auburn N.S.W. 2144
- BUSINESS HOURS: 10.00 AM to 5.00 PM Monday to Friday (closed on all public holidays)
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Where are you? |
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Can I get advice on system purchase/compatibility or more technical product specs by phone?