Please note our VIC/NSW stores are open for click and collect only and CLOSED Sat/Sun. SA store CLOSED Sat/Sun.

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!

General

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.

No, we do not provide an assembly service.
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.

Should you have a product suggestion, you can make it via the contact form. Please make sure you tell us as much detail as possible and most of all, how many you would use and how soon you need it. Often there are minimum quantity requirements from suppliers which can make it difficult for us to add items into our range.

My Account

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.

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.

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 the forgot password page to reset your password using that address.

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

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.

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.

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.

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.

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.

As of June 2020, we will no longer be issuing physical barcoded cards for our VIP-Trade scheme. We recommend using the StoCard App to manage your cards and keep a record of your account number. To do this follow the instructions for adding a manual entry into StoCard here. Alternatively, make a record of your VIP-Trade account number in your phone and our staff can look up your account in store.

Ordering Information

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.

Altronics electrical products, whether 240V a.c. mains or battery-powered, will nearly always have an operations guide, printed in English, supplied inside the device’s packaging. Furthermore, inside the manual there will normally be a page that furnishes a brief specifications summary. For most consumers, this is normally all the information that they will need.

This does not apply to hardware components and other core circuitry articles that can mostly be purchased in bulk, since they usually don’t come in boxes and seldom require manuals. Meanwhile, in some instances, the box artwork itself will carry the instructions text and specifications data, if there is no manual inside.

Because the point of sale for many customers is via our online website rather than our shop counters, Altronics has endeavoured to include all kinds of product-relevant information on our website. PDF copies of documents are frequently stored on our website under the ‘Information & Downloads’ subheading. These are the types of documents that a visitor to our website might expect to find for a product, although not in every case:

1. Instruction Manual or Operating Guide.
2. Specifications or Technical Data Sheet (TDS) containing detailed descriptions and diagrams.
3. Firmware / software, if that is an integral part of a product’s normal functionality.
4. Safety Data Sheet (SDS/MSDS) – for most locally-sourced ‘Hazardous’ chemicals / aerosols.
5. Brochure.

ALTRONICS DOES NOT POST PRODUCT CIRCUIT SCHEMATICS. THEREFORE, SUCH DRAWINGS ARE SELDOM PROVIDED TO CUSTOMERS WHO ASK FOR THEM. THESE CIRCUIT DIAGRAMS ARE USUALLY RETAINED ON FILE ONLY FOR ALTRONICS’ INTERNAL USAGE.

If, in rare cases, our overseas suppliers do not have any specifications or technical data sheets or instructions manuals available in English, then oftentimes the only accurate data that we provide will be embodied in the text and images already posted directly on our website, or in our catalogue. So, if there are no additional documents available from ‘Information & Downloads’ for a product, then consider printing the product webpage as a basic specs document, or refer to the relevant catalogue page, which is listed on the website.

Altronics does not promise to provide instructions and specifications for older discontinued products. Nevertheless, some technical PDFs and manuals for discontinued items are still retained on our website. Search for the old part code and it may appear in the results as a ‘Deleted’ product. Select that link and see what you might be able to download.

Altronics keeps operational documentation for a wide range of products, some of it dating back for years or even decades. Generally, if an instruction manual or TDS for a product is not available from our website, please direct your initial written request for the manual or specs for towards our sales team at the nearest Altronics branch office. Alternatively, contact us through our contact form. If contacting us via the form, please provide:

- Altronics part number – usually inscribed somewhere on the product label.
- The specific kind(s) of document(s) that you want – instructions, specifications, software, technical support.

Altronics will attempt to obtain and promptly email a PDF of the existing operations guide or tech data document(s) for that item, whether or not it is listed on our website or in our printed edition catalogues.

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.

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.

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.

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.

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.

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.

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

Yes, we offer PayPal as a payment option for your 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.

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.

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.

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.

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

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.

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.

Standards and Conformance

The short answer is YES. For certain products that are comprised of materials and compounds deemed as hazardous (according to the Australian Dangerous Goods Code, current edition), Altronics is obligated to provide a Safety Data Sheet (SDS) or MSDS document for end users, freight companies, and warehouses. Most SDS that pertain to locally-sourced aerosols and chemicals and a few lithium-type or SLA batteries, are stored on our website under the ‘Information & Downloads’ subheading for a product that is classed as ‘Dangerous Goods’.

Customers who need such SDS documents for their own regulatory requirements, and can’t find one on our website for a product, should direct their initial written request for the SDS for that part code towards our sales team at the nearest Altronics branch office. Alternatively, a customer can use our contact form on our website.

Altronics does not maintain any formal active subscription to ISO 9001 Business Management Systems standards, or any other comparable / related ISO standard for business governance. However, commensurate with our status as a small to medium sized enterprise (SME), our internal business policies, terms and conditions, warranty and returns, pricing protocols, privacy and security precepts, product conformance, and communications lines are all in keeping with recognised quality assurance operating procedures, and where required, conform to Australian consumer laws. See the links listed under Policies in the footer of this page.

The short answer is NO, not all. As a private limited company registered in Australia, Altronics is NOT bound to maintain conformance to EU RoHS or EU REACH SVHC directives for materials regulation. Nevertheless, as a general rule, many Altronics products and electronic components, if they are imported from overseas sources, are likely to be conforming to either one or both of these directives. Altronics maintains a product and supplier management database which affords us limited functionality for tracking RoHS Declarations of Conformance (DoC) for products in our range. We currently track only EU RoHS, not China’s similar RoHS conformance scheme.

Furthermore, RoHS and related compliance documents are NOT available for download from our website. Customers who need such international conformance documents for their own regulatory requirements, should direct their initial written request towards our sales team at the nearest Altronics branch office. Alternatively, a customer can use our contact form.

If contacting us via the form, please provide:
- Current Altronics part number.
- The specific conformance document(s) you want (EU RoHS, EU REACH SVHC, declarations and or reports).

Asking for merely ‘compliance’ or ‘conformance’ documents is too broad, and such requests may go unanswered. Altronics will attempt to obtain formal DoC documents for the current RoHS or REACH directives, for a certain part code from our current range, whose part code is listed on our website or in our current edition printed catalogue. We cannot provide conformance support for discontinued products.

The time taken to respond to a customer request will vary in accordance with the number of Altronics part codes listed in the request. Alternatively, upon written request, Altronics can provide a company-wide declaration of general conformance to current RoHS or REACH directives.

Yes. As an Australian registered company, Altronics must abide by applicable Australian standards for all the electrical items that we sell. If an in-scope electrical product is sourced from another Australian company, then that local company is presumed to be a responsible supplier under the terms of the Electrical Equipment Safety System (EESS). Such local suppliers are obligated to provide Altronics with merchandise that is appropriately marked on the rating label and have the mandatory certificates, test reports, registrations, and declarations where applicable, and to securely store these documents in a product compliance folder.

Altronics is also a publicly registered responsible supplier (number E2489 for Altronic Distributors Pty Ltd registered for ACMA and EESS). Any in-scope electronic item that we import from overseas to sell into the Australian market, will conform to the required Australian standards at the point of sale, as required by law. Any product that is determined to be an in-scope ‘Level 3’ or ‘Prescribed’ or ‘Declared’ article, and carries one of our in-house registered brands will have:

- An electrical safety Certificate of Conformance (CoC) from a JAS-ANZ accredited certifier, and,
- a matching registration on the National Equipment Registration System (NERS), and,
- an RCM marked on the product’s rating label (which will also, or otherwise, be indicative of EMC conformance in accordance with appropriate ACMA Labelling Notices), and
- a compliance folder that is stored securely for that product.

Where applicable, certain branded devices (especially Powertran brand external power supplies and chargers) will also have a MEPS registration (with certificate added to the product compliance folder), and a corresponding efficiency mark on the product rating label, when such is mandated for that product type.

Furthermore, electrical safety and related compliance documents are NOT available from our website. Customers who need such Australian conformance documents for their own regulatory requirements, should direct their initial written request towards our sales team at the nearest Altronics branch office. Alternatively, a customer can use our contact form.

If contacting us via the form, please provide:
- Current Altronics part number.
- The specific kind(s) of Australian conformance document(s) that you want – EESS or ERAC Certificate of conformance for electrical safety, EMC Report, GEMS / MEPS report or certificate, other test reports.

Asking for merely ‘compliance’ or ‘conformance’ documents is too broad, and such requests may go unanswered. Altronics will attempt to obtain formal Australian conformance documents, for a certain part code from our current range, whose part code is listed on our website or in our current edition printed catalogue. We cannot provide conformance support for discontinued products.

Altronics is sensitive to the noble goals of this relatively new international compliance protocol, which has become a reporting obligation for multi-national companies, some of whose local subsidiaries occasionally buy electrical products and components from us. However, Conflict Minerals reporting is not mandated under Australia’s jurisdiction. Therefore, Altronics does not have a legal obligation to provide declarations in accordance with or via this template (CMRT). However, so far as we are able as an SME, we aspire to maintain that our supply chains are free of minerals (Tin, Tungsten, Tantalum, Gold – 3T&G) mined in conflict zones. Because the CMRT is being revised and updated almost annually, there is no point in Altronics retaining copies of product or company based CMRT that were created using superseded template versions.

Furthermore, CMRT and related compliance documents are NOT available for download from our website. Customers who need such documents for their own regulatory requirements, should direct their initial written request towards our sales team at the nearest Altronics branch office. Alternatively, a customer can use our contact form.

If contacting us via the form, please provide:
- Current Altronics part number.
- The specific kind(s) of international conformance document(s) that you want – Conflict Minerals, CMRT declaration.

Altronics will attempt to obtain formal DoC documents for the current Conflict Minerals Reporting Template, for a certain product from our current range, whose part code is listed on our website or in our current edition printed catalogue. We cannot provide conformance support for discontinued products.

The time taken to respond to a customer request will vary in accordance with the number of Altronics part codes listed in the request. Alternatively, upon written request, Altronics can provide a company-wide declaration of general conformance that aspires to be in harmony with the prevailing Conflict Minerals and other materials directives.

Terms & Conditions

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.

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

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.