Help Center

My AUSTECHMART Account

How do I create an account?

If you’re looking to create an account, click on the Signup link on the top left of the page, and then follow the instructions.

Do I need an account to purchase an item?

No, you can check out as a guest. However it is recommended to sign up for easy order tracking and handle warranty issues.

What if I forgot my password?

If you forgot your password click here: Forgot Password. If for some reason you still have trouble logging in, let us know by contacting our support team.

Why do I need an account to order?

When you purchase from us, we request that you create an account with us.

This account allows you to track your order history, modify your address book entries and most importantly saves you from re-typing your contact/delivery details every time you place an order.

Prices & Stocks

Prices and Stocks are subject to change without notice. AUSTECHMART reserves the right to revoke any stated offer and correct any pricing errors including after an order has been submitted and whether or not the order has been confirmed and your credit card charged or payment made through PayPal /Bank Transfer. Quotations given customers or clients are valid for 24 hours unless stated otherwise.

Are the advertised prices including GST?

Yes, all prices advertised on our website and Australian based media outlets are in Australian Dollars and are inclusive of GST unless clearly stated otherwise. All products, services and invoices will include GST without exception.

What does OEM stand for in the product description?

“OEM” stands for Original Equipment Manufacturer.

This means that the items that have the letters OEM in their description generally cannot be sold on their own.

OEM items are not supplied with manuals, cables, documentation, retail boxes and quite often no software or drivers.

You cannot order a Microsoft item that says OEM in it’s description without purchasing other computer hardware or a computer system.

For Microsoft Products;

To quote Microsoft’s OEM agreement “You may only distribute such hardware with a fully assembled computer system or other non-Microsoft computer hardware components”

What is the “Part Number”?

The Part Number is a unique identifier for products listed on the site. Having the Part Number for a specific product on hand when contacting AUSTECHMART phone support staff is most helpful and will streamline product searching at our end. You can also include the part number in emails.

Orders

I’m looking for something but you don’t seem to list it on your website, can you order it for me?

Most of the time we can, you can email sales@austechmart.com.au with the details and we will get back to you.

I never received my confirmation e-mail after ordering/registering/shipment.

Please check your Spam box — 99% of the time, you will find it there. It’s also possible that you entered the wrong email address. If you still have problems, go back to the store, navigate to the “Contact Us” page, and send us an email.

How to Change or Cancel Your Order?

AUSTECHMART processes your orders very quickly. If you find that you have made an incorrect order or wish to cancel, please notify us immediately by contacting Customer Service. If your order has not yet been processed, we may be able to correct it or cancel. However, if the product has already been shipped, we will be unable to change any portion of your order. We will not be able to add items to an order once it has been submitted.

All orders placed are considered final and may only be cancelled at AUSTECHMART ‘s discretion. Should a cancellation request be received after 3 hours of being placed, it will be subject to a 10% restocking fee being automatically applied.

Backorders

In the event a product that is ordered becomes unavailable due to lack of inventory (“backordered”), you will receive a backorder notification that is automatically generated from our system. Your credit card will be authorized in the amount of the item and will appear in your bank account as a Pending transaction; however, this is not a charge. You will not be charged until your order actually ships to you (unless you have paid via PayPal, in which case you were charged in full at the time of purchase). Until the item comes back in stock, you credit card will undergo the authorization process on a weekly basis. During this process, there may be times in which it appears as though you are being double-billed; however, this is not the case and the first authorization will be automatically removed from your account within several days.

Should you wish to cancel an order containing a backordered item, please feel free to contact our customer service team to make this request?

When will my items arrive?

We try and dispatch within 3 business days (order’s received after 12pm EDT (local time in Sydney), will only be processed the following day; or during the weekend, will only be processed on the following Monday.

Depending on the products ordered and your location; shipping might take around 5-7 days. We have suppliers countrywide and where possible, we ship from a supplier in your area, just to speed up the process.

Please note that the above is just an estimate and during peak or busy times, the delivery time frame will take longer. But rest assured, we know you want your items as soon as possible and we will do everything we can to rush every order.

How can I track my order?

Most orders are dispatched with Fastway Couriers (or on occasion Auspost) and will have tracking ability. Please note that tracking is not live. In most cases the Fastway Website will not show anything before the shipment has been scanned at the point of its destination.

Our orders are collected in bulk and aggregated with other orders

We receive the tracking number from Fastway the same time that you do. In a lot of circumstances, your order will be received before any tracking becomes available to us. We will only update tracking if your order is still in transit.

We know this system isn’t perfect, and are working on ways to get you the tracking number sooner.

Fastway Couriers

http://www.fastway.com.au/

Tracking can be found on the left side of the page.

Australia Post

http://auspost.com.au/track/track.html

Tracking can be found in the centre of the page.

Please Note: Not all parcels will show correct information or any information at all. If you have not received your delivery after 1 week (may be sooner depending on location), Please contact your local Post Office to check if they have the parcel with them.

Couriers Please

http://www.couriersplease.com.au/

Tracking can be found on the left side of the page.

Startrack

Tracking: http://www.startrack.com.au/

TNT Express

http://www.tnt.com/country/en_au.html

Tracking can be found at the bottom right of the page.

International orders using FEDEX

https://www.fedex.com.au/fedextrack/?cntry_code=au&tab=1&tracknums=&clienttype=wtrk

Enter the tracking number in the box on the page and press “TRACK”

If your parcel still cannot be found, please contact our friendly customer support centre for help.

Can I check the status of my order?

Registered users can check the status of their order at any time through the My Account login page. If you ordered an item from us as a guest you can email sales@austechmart.com.au with the order number and we will advice you by return email.

I’m having trouble completing the checkout process, can somebody help me?

If you are experiencing any issues using our site please email sales@austechmart.com.au with the details and we will assist you as best we can. Some issues can be resolved by clearing cache, trying an alternative browser or simply double checking your order for incorrect quantities.

I placed my order a while ago and received no notification or updates in a long time. What can I do?

Please email sales@austechmart.com.au with the details and we will track down your order and let you know the status as soon as possible.

Yesterday your website displayed a different price and today it’s gone up! Can I order this item at the lower price?

Sorry but if this is the case it is most likely due to an increase in our cost prices. This can be caused by product shortages, changes in the currency value on the international market or distributors increasing their prices. Prices listed on our website at subject to change without notice at any time and prices cannot be guaranteed without a formal quotation issued by an Austechmart sales team member.

I have purchased and paid for an item but now I have changed my mind and don’t want it anymore. Can I get a refund?

If the item has not yet been shipped and it is not a special order item we will refund you minus the cost of any surcharges processed by the bank or payment service. However if the item been shipped to you already, you will have to return it to us unopened and undamaged before we can process any return claim. These claims are considered on a case by case business and depending on the product, time and total cost of the goods a restocking fee of 20% or $50 (whichever is lower) will apply or only available in store credit.

Please contact us via email to authorise the Return; as no returns can be accepted without one.

We will provide you with a store credit only when we receive the returned product. Return postage is at your expense.

Store credits must be used within 12 months of issue. Store credits may only be used to purchase from Austechmart.com.au and are not redeemable for cash.

My parcel arrived damaged, what do I do?

If the courier has damaged your parcel in transit you need to notify the courier company immediately and document the evidence. If you have not already, please do not sign for the parcel. When you sign for the parcel you are accepting the goods from the courier in their current state. Once you have signed and accepted the goods it can be very difficult to process an insurance claim with the carrier. Once you have contacted the courier please contact us with the details at support@austechmart.com.au.

Shipping & Delivery

Do you ship products?

Yes, we do ship Australia wide. We have partnered with Fastway Couriers, Toll iPEC and Australia Post to deliver our products through-out the country at the best rates possible.

Where do you ship?

We ship Australia wide, except for PO Boxes. If you are overseas and would like to place an order – please email us at support@austechmart.com.au and we will quote you for international freight.

What does express delivery mean?

Express delivery means that the items purchased are shipped by a faster method than standard shipping delivery times. This could either be via Auspost Express/Allied Express or a similar courier.

Sydney Metro Courier

We use a number of couriers for metro Sydney deliveries, and select the most suitable carrier for you based on your location, order size and value.

Couriers we use include TNT, Couriers Please, Mail Call and StarTrack.

We will email shipping details when your order is dispatched this will include the carrier used and consignment note number to assist in tracking your shipment.

Delivery & Shipping Process

  • Order is placed by customer
  • Staff receive Order and is Processed
  • Once Order is prepared, a delivery is scheduled with Courier (usually Fastway Couriers)
  • Courier collects batch Orders and arrange delivery
  • Courier supply’s tracking number to us and customer simultaneously
  • Goods are delivered

If anything is taking longer than usual, please contact us at support@austechmat.com.au and we’ll follow up for you.

Delivery Times

Stock Status Delivery Time
Digital Products Immediately 3-5 business days
In Stock 5 – 7 business days

Deliveries to WA and regional areas will take longer

Out of Stock 4 – 7 weeks

 

Area Delivery Time
Sydney, Canberra 2-3 business days
Melbourne 4 business days
Brisbane 4-5 business days
Adelaide 4-5 business days
Perth, Darwin 6 – 9 business days
Hobart 14 business days


Do you offer international shipping?

Whilst we do endeavor to deliver our range anywhere in the world, No matter what your location or situation we will have an option to suit!

International shipments will be by FEDEX, Australia post Air mail or Express Courier International (ECI).

FEDEX tracking: http://www.fedex.com/au/

Can I Pick Up My Purchase?

No, as an online business, we work hard to keep our prices low by cutting out the high costs associated with maintaining a retail store and facilities.

What Is Split Shipped?

If an item is not in stock when the order is placed processing will not begin until it has arrived. If you order multiple items the order will be split shipped and items in stock will be sent first; then when the others are in stock they will be sent separately.

Could I Use Express Shipping If it is an Urgent Order?

Yes, of course. But the additional cost should be considered in advance. Due to the charges set by the customhouse of different destination counties, we recommend you to learn the exact charges of your local country. Or you will be surprised with the price.

Is Shipping Included In The Prices?

The shipping is not included in the prices; the total price includes the product price and shipping cost.

Shipping Zones

The following is for use as a guide only. Metro / Rural borders are set by courier partners, not Austechmart & are subject to change.

Metro 1: Sydney, Melbourne, , Adelaide, Hobart, Launceston, Canberra, Newcastle, Wollongong.

Metro 2 : Geelong, Bendigo, Albury, Wodonga, Coffs Harbour, Gold Coast, Brisbane, Sunshine Coast, Toowoomba, Port Macquarie.

Metro 3: Perth, Wide Bay, Capricorn Coast, Mackay, Townsville, Cairns.

Rural 1: All non metro areas of VIC.

Rural 2: All non metro areas of TAS, NSW, SA, QLD, ACT.

Rutal 3: All non metro areas of WA, NT.

 

How much does it cost to ship my order to me?

Shipping costs are calculated dynamically for every order, based on weight and your shipping location. Options are available for other delivery methods at the time of ordering.

Payment Method

What payment methods do you accept?

We accept PayPal, Bank Transfer and Visa / Mastercard / Amex through PayPal for the time being. Surcharges apply for Visa / Mastercard / Amex direct payment methods that charge transaction fees**.

I don’t have a PayPal account but would still like to checkout using a credit or debit card, can I do this?

Yes, you can pay by Master / Visa / Amex Credit Cards.

PayPal Payments

To pay with PayPal, you’ll need to set up a PayPal account on the PayPal website.

Through PayPal, you can pay with credit card, debit card, or connected bank account. Once your order is submitted, you will be redirected to PayPal’s page where you can make the payment.

1) Log in your PayPal account or use Credit Card Express.

2) Enter your Card Details; the order will be shipped to your PayPal address, then click Submit.

3) Your Payment will be processed and a receipt will be sent to your email inbox.

NOTE: Your order will be shipped to your PayPal address. Ensure you have selected or entered the correct delivery address.

Credit Card / Bankcard Payment

Paying with Credit card/Bankcard

We accept all Visa, Mastercard or Amex card type now!

1) Choose your shipping address or create a new one.

2) Choose Credit or Debit Card payment.

3) Enter and check your Card Details.

4) Click ‘Pay’ and your payment will be processed. Any update of the order will be sent to your email inbox.

NOTE: Credit cards can only be tried 10 times per hour, if you have made many failed attempts, credit card will be locked for one hour. AUSTECHMART never saves your card number and detail information.

Transactions under Review

Very few transactions will need to be reviewed. It will be done in 1 business day. You will be notified via email of any updates, or you can just check the user center for the real-time order status.

Wire Transfer Payment

We are also happy to accept Wire Transfer payment for most orders.

For Wire Transfer payments

Beneficiary Name: AUSTECHMART

Beneficiary Bank: Australia and New Zealand Banking Group

Home Branch Name: Bankstown Square

Beneficiary Account Number: 413269008

BSB: 012226

Swift Code: ANZBAU3M

IMPORTANT NOTICE: Your products will not be shipped until payment is completed. Once you have made a wire transfer payment order, please send us the receipt of your transaction sent from bank . Please use your order number as your reference number on your wire transfer. This will help to process your order. If you have any other questions regarding your AUSTECHMART order payment through Wire Transfer, please email: orders@austechmart.com.au.

We want to remind all customers that they are responsible for all local handling fees and intermediary bank handling fees. Therefore, customers should confirm the total payment amount with their local bank.

International Oder Payments using Telegraphic Transfer (T/T)

An amount of $20.00 will automatically be added to the total amount of the order for bank fees

(1) Print out a copy of your order

(2) Go to a bank (it does not have to be your bank)

(3) If you are not sure on the method ask for help at the Information counter

(4) Fill out a Telegraphic Transfer form using our bank details as the account to deposit the funds into AUSTECHMART nominated bank.

(6) Make sure you put your order number as the reference so we can trace your payment when it arrives in our account.

(7) Take the Telegraphic Transfer form and the funds to a teller who will process the deposit and give you a receipt.

(8) We will see the payment arrive into our account and will finalise the processing of your order.

BANK DETAILS

Beneficiary Bank: Australia and New Zealand Banking Group

Beneficiary Name: AUSTECHMART

Beneficiary Account Number: 413269008

BSB: 012226

Swift Code: ANZBAU3M

Please make a rough calculation on the value of your payment in your own currency including all charges while paying by Telegraphic Transfer (T/T).

Returns & Refunds

DOA

AUSTECHMART offers a 7 day Dead on Arrival replacement guarantee. Where a product purchased is found to be faulty within 7 days of receiving the product (by courier for delivery orders) or date of invoice AUSTECHMART will provide a new replacement subject to stock availability.

7 Day Exchange, items purchased from AUSTECHMART can be returned for immediate exchange under the following conditions.

  • The item is clearly faulty, not as advertised or dangerous.
  • The item is returned with proof purchase in the form of a tax invoice.
  • The item invoice date is within 7 days of the products return.

In the event a replacement item is not in stock for the exchange and cannot be made available to the customer within 72 hours, the customer has the choice of swapping to an alternative product [price difference payable or refundable], store credit or a refund [Unless the item was a special order item not previously listed prior to purchase, special order items must allow up to 7 days for replacement stock orders before eligible for a refund]

How can I return a faulty item?

We aim to provide all AUSTECHMARTcustomers with products of the highest standard and quality. If you have received an item that has a fault, it will need to be assessed by a Store Manager of Distribution Centre (Distributor).

You won’t have any legal rights if:

  • It was damaged by wear and tear, an accident or misuse
  • You knew about the fault before you bought the item
  • You’ve just changed your mind
  • If the product has been damaged or abused through misuse, abnormal use or negligent use

We recommend that you send the item back for assessment at our supplier Distribution Centre.

Once assessed, we will be able to help resolve the issue quickly and advise you of the next steps. Please note that we cannot guarantee a refund or exchange for any items until they have been assessed by our Distribution Centre team. Until your product is assessed, you will be responsible for the cost of return shipping.

To return a faulty product purchased online, please login to your account and click on the relevant order number and then click the “Request RMA” button to lodge a claim. You will then be issued with a Return Authorization (RA) number. Please clearly print your RA number on the outside of the package when returning it to us. Include with the product a copy or scan or your proof of purchase. Failure to display the RA number (unless otherwise instructed) or proof of purchase will mean that your return will NOT be accepted until all documentation is provided.

Refund

After all required assessment if you have been approved for a refund will be processed via the same method as the payment was made. It may take up to 5 to 7 business days to process the refund for you.

Warranty

The length and conditions of this warranty are set by the item distributors and manufacturers, not the retailer. As the retailer AUSTECHMART will accept returns and process all warranties for all items that do not display signs of physical damage that are within the warranty period and are accompanied by a tax invoice. AUSTECHMART does not process the warranty past the point of returning it to the distributor or manufacturer. Any decisions to replace, repair or reject the warranty claim are solely that of the distributor or supplier and not that of AUSTECHMART. Similarly the length of time it takes to complete a warranty claim also rests with the supplier or distributor in question and AUSTECHMART is not liable for damages or costs involved with the delay.

Physical damage that voids warranty includes but is not limited to;

  • Bent CPU Socket Pins or CPU Pins.
  • Snapped, bent or cracked connectors.
  • Scratches or indentations that suggest drop or heavy impact.
  • Any damage caused from improper installation, improper handling or improper usage.

All valid warranty claims will receive free return shipping to the customer anywhere in Australia upon repair or replacement of the item in question by the distributor or manufacturer processing the claim.

AUSTECHMART does not repair or issue replacements internally for all non-DOA, standard RTB warranty claims and only forward them to the authorized product distributor or manufacturer for processing. AUSTECHMART guarantee that every effort will be made to return process the goods in our possession within 1-2 business days. Unfortunately, the time it takes the distributor or manufacturer to process and return the item to AUSTECHMART is beyond AUSTECHMART‘s control. The average turnaround time is 5-10 business days however most distributors state up to 20-25 business days is considered reasonable depending on the nature of the fault and availability of a replacement or means of repair.

The cost of returning the faulty component to AUSTECHMART may or may not be reimbursable at the discretion of the manager handling the claim and the conditions of sale outlined by the ACCC. While we take all reasonable steps to provide the best customer service possible, returning a non-faulty component or product will incur a return shipping fee and at the discretion of the management, may incur a futile processing and testing fee to recover labor costs involved with the illegitimate claim.