FAQs - Frequently Asked Questions

Below you will find the most Frequently Asked Questions at Altronics. We have put them into simple Categories for you to quickly find what you need. Just click on the Question to get your answer! If you still cannot find the information you require, please contact us via the contact form here.
  • General

  • I need some help using your website?

    Consult the FAQs on this page if you have problems with logging in. If you cannot find the help you need, please contact us via phone or via the contact form and we'll be happy to help out.

  • Can you build this kit for me?
    No, we do not provide an assembly service.
  • How do I make a complaint?
    Should you wish to lodge a complaint about our product or level of service, you can do so via the contact form. We take complaints seriously and will respond to you promptly to help resolve the matter.
  • My Account

  • How do I change my password?

    Login to your account via the login link at the top right hand corner of our site. Once logged in, a link in the top right hand corner will display 'My Account', click this to access the options relating to your account details. Select 'Change Password' from the options on the left hand side. Enter your old password and new password twice. Press continue to confirm your changes.

  • How do I recover a lost password?

    Visit the forgot password page. Enter the email address you used to create your account. A password reset email will be sent to your inbox. Be sure to check your spam folders in case your web service is filtering our emails.

  • How do I change the email address linked to my account?

    Login to the site using your email address and password. Visit the 'My Account' area on the top left hand corner of the site. Choose 'Change Email Address' from the side menu options. Enter your new email address in both boxes to confirm.

    If you cannot remember the email address linked to your original registration then create a new registration using your last known email address (which you have access to). This will force the site to check the new registration against the customer database - if it finds a matching email address, it will prompt you to visit theforgot password page to reset your password using that address.

    If you have any further queries, please contact us via the contact page for help.

  • How do I change my details?

    Login to your account via the login link at the top right hand corner of our site. Once logged in, a link in the top right hand corner will display 'My Account', click this to access the options relating to your account details. Select 'Change Details' from the options on the left hand side. Enter your new information. Press continue to confirm your changes.

  • How do I request VIP-Trade pricing access?

    To obtain VIP-Trade pricing follow the steps outlined below

    1. Download a VIP-Trade Card application form

    2. Fill the form out and email or fax it back to us on 1300 789 777.

    3. Wait to receive notification of your VIP-Trade account number. We will also send a numbered card out to you via post.

    4. Create a profile on our site (if you have not already done so), log in and go to the 'My Account' section of the site. From the options available on the left of the screen, click on 'Website Access'. Enter your account number provided into the field and press continue. The site will now log you out, however when you log back in again, your profile will be activated for VIP-Trade pricing.

  • How do I request Education/Government pricing access?

    Education, Government and Institutional customers are eligible for instant 30 day credit accounts. To obtain an account phone us on 1300 797 007 or contact us via the website contact form. We will provide you with an account number. Once you have an account number, follow the steps below:

    1. First you must create a profile on our site. Initially this will provide you with access to retail pricing only.

    2. An activation link will be sent via email to the designated address.

    3. Once activated, log into your account via the login link located at the top right hand corner of our site.

    4. A 'My Account' link will appear the top right hand corner, click this to access the options relating to your account.

    5. Click on 'Website Access' and enter your account number provided. Press continue and the site will update your profile and log you out. When you log back into the site, the new pricing scheme should be active.

  • How do I apply for a wholesale account?

    First you must create an account profile on our site. Initially this will provide you with access to retail pricing only. Once you have created this, contact us via the contact form so we can email you a wholesale application form. Please include your email address used on your account profile so we can proceed with your application promptly.

    Once you have returned the filled out application form, return it to us via email or fax. We will notify you via email once your account profile has been granted wholesale access. Log into the site again, all pricing should now reflect our wholesale level. Note that wholesale accounts come with As a general guide, to qualify for wholesale rates and or a wholesale account an average trading of $300 per month is required. Each order must total $50 minimum value, excluding GST and Freight. As a general policy, new trade accounts are conducted on a cash sale basis for the first three (3) months of trading after which a review of trading history with a view to offering a 30 day credit account can be requested. For further information on how to become a wholesale customer please contact our wholesale division on 1300 780 999.

  • What is the difference between retail, trade, education and wholesale pricing?

    Retail pricing: Our standard pricing for all customers who purchase occasionally. These prices include GST.

    VIP-Trade pricing: Our VIP-Trade pricing is for ABN holders who purchase electronic goods more regularly for their business. These prices include GST. We also provide VIP-Trade accounts with a plastic loyalty card which is tied to their account. If you are looking at our printed catalogue, VIP-Trade price is shown in purple (regardless of the quantity break shown). In many cases the VIP-Trade price can be up to 40% off the standard retail price.

    Educational/Government pricing: If you are a member of a government department, educational institution or other non profit organisation, you may apply for an instant 30 day account which entitles you to wholesale prices on much of our product range. These prices are shown on this website inclusive of GST.

    Wholesale pricing: Not to be confused with “Trade” customers, these 30 day accounts are entitled to our lowest pricing scheme on the basis of their frequent purchasing. To be eligible for a wholesale account, you must be spending a minimum of $300 per month. Once registered you will have access to the lower pricing scheme via the Altronics website where a full pricelist may be downloaded. These prices are shown on this website exclusive of GST.

  • How do I request a replacement VIP-Trade Card?

    Contact us via the contact page and request a new card for your company. Be sure to quote your account number in your message (if you know it), this will help us find your account details quickly.

  • Ordering Information

  • Where can I download more product information?

    All download items are within the product pages. If you cannot find the information you require there, please contact us via phone or complete the contact form.

  • My order arrived in damaged condition, what do I do?

    If you have nominated to purchase insurance on your order, please contact us via phone of through the contact form to arrange a replacement. Not withstanding insurance, you may claim against the carrier for negligence if it can be proven. If you suspect your order may have arrived damaged ie; carton crushed or obviously dropped, take the matter up with the carrier. We recommend you do not open the parcel except in the presence of a representative of the carrier in order to verify any damage that has occurred.

  • How can I check if stock is available in a specific store ?

    Our stores generally carry substantial stock, but at times it may fall short. Contact us via the contact form, email or telephone and we can advise you on availability in your local warehouse or store.

  • How can I track my order?

    Upon order despatch we provide a consignment note/reference number via email which can be used to track your parcel through the courier company's website. If you did not receive your despatch email or you have deleted it, please contact us via phone or through the contact form and we can provide you with a tracking number for your parcel.

  • What payment options are available?

    We accept Visa or Mastercard credit cards. We also accept bank transfers. See our bank deposit page to get our bank details to make a transfer. Please use your web order number as reference on the transfer so we can ensure prompt despatch of your goods. We can also accept money orders and personal cheques. Goods can only be released once payment has transferred.

  • What are your delivery options?

    We offer delivery via Australia Post, StarTrack by air and StarTrack by road. However local courier services are available in Sydney, Melbourne and Perth. Costs for each option will vary according to product weight and destination.

    For international orders we offer EMS courier or standard air mail. For an estimate of freight costs, simply add your chosen items to the basket, select the relevant state or territory and select one of the delivery options available from the drop down.

    Please note that "Overnight" options are not guaranteed. In most cases where the destination is within the metropolitan area of a capital city and the order is processed on the same day, your order will arrive overnight. If you are located outside this area, delivery times may vary.

    StarTrack overnight services are also subject to delays which are outside our control. If you require an item urgently, please let us know and we will do our best to get it to you in time. See our Shipping and Handling page for more extensive information.

    See our Shipping and Handling page for more extensive information.

  • How long will my order take to arrive?

    Road freight via StarTrack is 7 to 10 days from despatch. Express StarTrack air services are typically overnight. Please note that 'Overnight' options are not guaranteed. In most cases where the destination is within the metropolitan area of a capital city and the order is processed on the same day, your order will arrive overnight. If you are located outside this area, you order may take longer. Overnight services are also subject to delays which are outside our control. If you require an item urgently, please let us know and we will do our best to get it to you in time. See our Shipping and Handling page for more extensive information.

  • How do I return an item I have purchased?

    For warranty claims, please see our warranty page for full details on how to go about returning the item to us. Not withstanding this, retail customers are entitled to our 14 day satisfaction guarantee. Simply contact us via phone or through the contact page to arrange a 'return authorisation number'. We will refund your purchase in full, less transport costs on receipt of goods. All returned goods must be in as sold condition including packaging, instructions and invoices etc.

  • Does ordering require me to register?

    No. We offer a flexible guest checkout system at Altronics as well as anonymous tracking.

  • Do you offer PayPal payments?

    No, currently we do not offer PayPal as a payment option for your order.

  • How can I place an order?

    You can place an order online by registering a profile on our website. Or alternatively, phone us on 1300 797 007. We also accept fax orders via 1300 789 777. International customers can phone +61 8 9428 2177 or fax +61 8 9428 2187. For the purposes or spam prevention, we do not publish email addresses on our website. However, get in touch with us via the contact form and we will be happy to provide you with an email point of contact for your nearest store.

  • How can I cancel my order?

    Please notify us as quickly as possible after order placement in order to ensure it is cancelled. You can contact us via the contact form or preferably via phone on 1300 797 007 (International customers phone +61 8 9428 2177). If you have not received a reply from us within one business day via email, please phone us to confirm your order is cancelled.

  • How can I modify my order?

    Please notify us as quickly as possible after order placement in order to ensure your order can be modified. You can contact us via the contact form or preferably via phone on 1300 797 007 (International customers phone +61 8 9428 2177). If you have not received a reply from us within one business day via email, please phone us to confirm the changes have been made to your order.

  • Do you accept international orders?

    Yes we do.

    All international orders are handled through our Perth mailorder department, they can be contacted on +61 8 9428 2188. Our online site caters predominantly to Australian customers, however international customers can remove the local GST component of their order by selecting "International" in the shopping basket.

    We ship around the globe to most countries. To get an indicative price for freight to your country, simply add an item to the basket, visit the basket screen and select "International" in the delivery method section. Choose your country from the dropdown and the choice of courier service. The basket will then update, showing the indicative price for international freight. All freight prices are shown in Australian Dollars.

  • Your website said it was in stock, but now you say its out of stock, why?

    Unfortunately this happens from time to time. Our inventory system is updated regularly, but in some cases a situation can occur where a product is sold out before inventory updates on the website occur. Inaccuracies in stock counts are also a fact of life in most warehousing and retailing operations.

    We will happily take a backorder for the product or do our absolute best to ship the item from other available stock areas or stores if at all possible.

  • Terms & Conditions

  • How can I make a warranty claim?

    Please read the warranty procedures page first. Contact us via phone or complete the online form below with as much information about your product fault as possible.

  • What are your terms and conditions?

    View our Terms & Conditions page.

  • What is your returns policy?

    View our Warranty page for full information on making a return as a result of a fault. Not withstanding this, retail customers are entitled to our 14 day satisfaction guarantee. Simply contact us via phone or through the contact page to arrange a 'return authorisation number'. We will refund your purchase in full, less transport costs on receipt of goods. All returned goods must be in as sold condition including packaging, instructions and invoices etc.

  • Where is your privacy policy?

    View our Privacy & Security page.

  • Where is your spam policy?

    View our Spam Prevention page.

  • Is it safe to put my credit card information on your website?

    Our website uses a secure connection when sending and receiving any sensitive information on the website. This is standard practice on all online transactions. Please refer to our privacy policy for more information.

  • What are the conditions of your gift certificates?

    Our gift vouchers are valid for the amount purchased for, inclusive of GST and are valid until the date written on the gift voucher itself. Unfortunately at this time we can only accept the use of gift vouchers in store.

  • Miscellaneous

  • How can I become an Altronics reseller?

    Please contact us via the contact page. We are always on the look out for city and rural and online resellers in Australia, New Zealand and the Pacific Islands. Please provide as much detail as you can about your business so we can help.

  • How can I get a job at Altronics?

    Check out our employment page for currently listed vacancies. If there are no vacancies we will still happily accept resumes/CVs as positions sometimes come up at short notice. Please contact us via the contact page. Or drop off your information at one of our local stores.