Frequently Asked Questions
Do you have a question? Chances are you are not the only person with this question and we have most likely answered it before. Please try to find the answer to your question in the FAQs before asking your question, as most likely we have already answered it there. This reduces the amount of time we spend answering the same questions and allows us to focus on delivering better customer service to yourself and our other customers. If your questions haven't already been answered in our FAQ, then please Contact Us with your question and we'll answer it for you. If we find that it's something that others may also be wondering about we'll also publish it in the FAQ.
FAQ Categories:
FAQs:
General
- Do you have a physical store I can visit?
No, we are purely an online store in order to maintain our low cost business model and thus offer better prices to our customers.
- What is ITSPOT?
ITSPOT.COM.AU is an innovative Melbourne based online retailer of IT and Consumer Electronics products. We are focused on providing outstanding customer service, while maintaining highly competitive prices across the massive range of products we sell.
- Where is ITSPOT located?
Our office is located in Reservoir Victoria, however we do ship from warehouses all over the country to all states in Australia.
Contact Information
- How do I contact you?
You can contact us either via the Contact Us page on our website, Live Help on our website or email.
- What information do I need before I call you?
Please ensure that you have your order number ready as it assists the customer service process. If you have not yet made a purchase and are searching for a particular model or part number, please make sure that you have first looked for it on our website
Ordering
- Can I place an order without using your website?
Generally we ONLY accept orders that are placed through our website. This is the best way for both you the customer and ITSPOT as it keeps business costs down and allows us to pass the savings onto you. However, we may at our discretion, also accept purchase orders for large orders that are made.
- Do you have the item in stock?
We endeavour to ensure that our website has the most recent information regarding our stock levels. This information is updated multiple times per day as they are subject to change. Please see the Shipping and Returns page on our website for more information.
- How long does it generally take to process my order?
Your order is processed on the same day or the following day of your placing your order, depending on the time your order was placed. If you placed an order for in-stock items, you will generally receive the items 1-2 days after we receive your payment. If you have any questions regarding your order please contact one of our friendly staff.
- What is an OEM product and what does that mean?
An OEM product is a product that is only sold with new PC and hence does not have retail packaging. For software this means that the product can only be sold if it is being purchased for use with new hardware (minimum Motherboard + HDD). You must provide written confirmation that you are purchasing OEM software for new hardware, before we can dispatch the goods.
Prices
- Are the prices on your website correct?
The prices on our website are updated multiple times per day and are up-to-date.
- Can I get a discount if I buy multiple items?
Generally NO, as we already sell at very competitive prices. We will however price match our competitors as per our Price Matching Policy.
- Can you prepare a quote for me?
Generally we do not prepare quotes, particularly for small orders, as this is very time consuming and does not fit in with our low cost business model. However, we will price match our competitors as per our price matching policy. If you are making a large purchase (i.e. $10K+) we can prepare a quote for you.
- Do you match with other competitor's prices?
Yes, we do price match in accordance with our price matching policy. It is important to note that we only match on overall price (product/s + shipping) and will only match down to our cost prices. Please see the price match section on our website located at the bottom of the page for more information.
- Why are ITSPOT's prices so low?
We are able to keep our prices low by being an ONLINE ONLY retailer. Because of this we do not need to maintain an expensive shopfront and are able to more efficiently run our business operations. Better managing our costs means that you the customer can experience the savings.
Payments
- Are my Credit Card details secure?
Yes absolutely. We use PayPal for all Credit Card processing to ensure your credit card details always stay secure. You only provide your credit card details to PayPal, which is one of the world's most well regarded and safe financial intermediaries for online payments. By using PayPal you also have access to PayPal's dispute handling systems and procedures for additional piece of mind. These are much more effective and efficient than credit card chargebacks.
- Can I pay using a cheque?
Yes, however please note that we will not dispatch the goods until the cheque has cleared in our account, which can take up to 5 business days. If you do choose to pay by cheque, please choose the Bank Transfer/Deposit as the payment method and send your cheque to our address.
- Do you accept cash on delivery?
No, we do not accept COD (Cash on delivery).
- How long does it take for a Bank Transfer / Deposit to clear?
It generally takes 1 business day for a Bank Transfer to show up in our account unless you are with NAB bank, in which case it shows up the same day (Bank Deposits made at a branch show up instantly). Please keep in mind if you are with a bank other than NAB and make a payment on Friday evening or the weekend, we will only receive your payment on Tuesday morning onwards.
- Is GST included in your pricing?
Yes, all prices on our website include GST.
- What are your bank details?
Our bank details are listed on our Bank Account Info page.
- What Payment Methods do you accept?
We accept Bank Transfer and Deposit, Credit Card (MasterCard/Visa) payments and PayPal.
- When will I get a tax invoice for my order?
We automatically generate tax invoices and make them available on the My Account page of our website. Once logged in you will see a "Download Invoice" button next to the order once the invoice becomes available. Please be patient as it may take up to a week after you have received your items for the tax invoice to be generated. If you have any questions please email us or contact one of our friendly staff.
Shipping / Delivery
- Can I pick-up my order from your office?
No, we ship directly to you from the warehouse. It would be inefficient to ship the order to our office, as there would still be a shipping cost involved and it would take longer for you to receive the item.
- Can my order be tracked?
You can track your order on our website through the My Account page. We regularly update your order Status History to ensure you remain as up-to-date as possible with the status of your order.
- Can you ship internationally?
No we do not. Our store only operates in Australia.
- How long will it take for my item to be delivered?
Generally it takes 1-3 business days for your item to be delivered provided that it is in-stock at the time you place your order. Out of stock items are placed on backorder and will take longer to deliver. Out of stock items are those marked as BY ORDER or with an ETA (Estimated time of arrival). Products that are low on stock may also become out-of-stock by the time your order is placed and payment cleared. We recommend that you contact us to confirm stock levels before placing your order in these situations.
- How much will shipping cost?
Please use the Estimate Shipping function on our website to determine the shipping cost to your postcode. If your order results in multiple shipments and the estimated shipping cost is exceeds what you reasonably expected, please contact us as we may be able to consolidate shipping on your items.
- What happens when an item is out of stock?
Out of stock items are placed on backorder and will take longer to deliver. Out of stock items are those marked as BY ORDER or with an ETA (Estimated time of arrival). Products that are low on stock may also become out-of-stock by the time your order is placed and payment cleared. We recommend that you contact us to confirm stock levels before placing your order in these situations.
- Who do you ship with and why?
We only use couriers to shipping items to our customers. The reason we only use couriers is because they provide person-to-person service, which ensures someone is always responsible for the item in transit and we can track the delivery and sort out any issues if they arise. This is best for both you the customer in ensuring the security of your items and for us on a problem solving basis.
Returns / Warranty Claims
- Do your products have an Australian warranty?
Yes, all the products we sell are new and carry at least 12 months manufacturer warranty in Australia. Some products, for example monitors, may also carry an extended warranty.
- How do I check the status of my return / warranty claim?
You can check the status of your return / warranty claim online on our website in the My Account area.
- How do I return faulty goods?
To return faulty goods, you first need to fill out the Return/Warranty Claim form accessible from the My Account area of our website. We will then assign an RA number to your return and inform you of where you should send the faulty goods.
- May I exchange my faulty item for a different product?
Possibly, you should contact us to discuss on a case-by-case basis.
- What if I have changed my mind or purchased the wrong product?
As long as the order hasn't been shipped we can cancel your order. If the order has been dispatched but has not yet been delivered, we may also be able to take the products back and cancel the order if you reject the delivery. If you have received the goods, but have not opened them, we may also be able to take back the order. However you should contact us to discuss on a case by case basis. Generally, unless there is a very good reason we will not take back products which have been delivered.
- What is your return policy?
For more information please see our Shipping & Returns page.
- When and why are restocking fees applied?
Restocking fees may apply if you want to return a wrongfully purchased item, which you have received and/or opened. Restocking fees won't apply for orders which have not been shipped.
Customer Accounts
To find out more about us please visit the About Us page.
To contact us, please visit the Contact Us page.
