Frequently Asked Questions

Photech Computers believe in a high standard of customer service and strong after sales support. Therefore we have compiled an extensive help section, which should answer some of your general questions. If after reading this FAQ you still have unanswered questions, please email us and we will be glad to help. 

Our services

Who are you and why should I order from you?
Photech Computers is an Australian online computer company devoted to providing computer enthusiasts across the nation with the latest and best computer products at the lowest possible price. Our aim is to make online shopping for the finest computer products as fulfilling and easy as possible for Australian consumers.

We encourage you to contact us if you have any questions or comments.

Where are you located?
Our staff office and warehouse are located in Adelaide, South Australia.

What brands do you carry?
Photech's selection is carefully chosen from the merchandise of our retail partners. The result is hundreds of items to choose from and a balanced selection of prices and styles.

Do you have a paper catalogue?
At present Photech is entirely a web based catalogue, which means we have the ability to offer you the most accurate and up-to-date products at the best possible prices.

I can't find a product I want on your website or you don't have a product I want
We can get you a price or information on any product, if it is not in our online price list please contact us.

I have a question about a product. What do I do?
Photech has made every endeavour to provide you with all of the information you will need to make your purchasing decision. On most product pages you will find photos, detailed descriptions, brochures and lists of associated products and peripherals.
If you still have questions on any of our products you can email sales@photech.com.au with your question and one of our trained sales assistants will answer your email as quickly as possible.

Warranty, Refunds & After Sales Support 

How long is the warranty period?
Warranty is generally 12 months return-to-base (RTB) unless specified differently. Please email us to get the exact details of warranty on an item of interest.

What is covered?
The warranty period protects you from factory faults, e.g. faulty mechanism, less than ideal finish, irregular behavior, etc. It does NOT cover user faults, e.g. drops, severe pressure, exposure to extreme temperatures, or tampering, "overclocking" or "tweaking".

Where can I get my goods serviced?
We require all goods claiming a warranty repair to be sent back to us unless otherwise specified. We will then forward them to the appropriate service centre for repair. In some cases manufacturers of products provide on-site warranty. Please view our warranty policy for more details.

What is your Refund Policy?
Photech will only refund or credit you if the product is dead on arrival (DOA). This claim must be made within 7 days of receiving the goods or it will be referred to as a warranty claim. We suggest you make your decision carefully as we will not refund you if you have simply changed your mind on a product and do not want it anymore.

Delivery

How do you deliver?
Photech computers use Couriers Please for the majority of our packages. Couriers Please is one of Australia's largest providers of distribution services, with an extensive regional, national and international network of warehouses, sortation hubs and depots all linked by sophisticated technology. Once your order is sent you will be issued with a consignment number via e-mail. This consignment number lets you track and trace the progress of the shipment on the couriersplease webpage www.couriersplease.com.au.

Please note that TNT Express will require a signature on delivery. If there is nobody present at the time of delivery a calling card will be left and you will be required to pick your order up from the nominated location or arrange a new time for delivery, this service may incur an additional shipping charge.

How much does it cost?
Carriers charge for shipping based upon size of package, weight and quantity. Photech has worked with our carriers to deliver a standard cost across many options. This enables you to pick the best option suited to your needs. Occasionally shipping costs may increase depending on the way we package your item. We will always ensure your goods are safely packaged and do not simply cram as many items into one box to lower costs. If shipping costs work out to be a little more or less we will notify you immediately. For more information click here.

Can my order be shipped to a P.O. Box?
We are sorry but we cannot ship any orders to P.O. Boxes at present.

Ordering & Payment

How do I order?
To order you need to select the "Add to Cart" on each product you would like to purchase. Then it's a simple process of following the steps through to the completion of your order.

I have forgotten the password I use to bring my account details up. How can I get this information?
To recover your lost password please click on the "Lost Password" in the login area.

How do I change my account details?
When ordering you enter your billing & delivery details into our database. To change any of these details, just go to My Account.

Can I pick up my order?
Yes you can, simply choose 'pick up' when finalising your online order.

How soon will I receive my goods if I order on the Photech Website?
If you buy using your credit card, your order will be processed immediately and if we have your products in stock we will send your order out immediately. Usually you will get the order within 1-2 working days. If you order during non-business hours, we will process your order the next business day and it will be sent out after your order has been processed. Occasionally we have to ship in products from interstate which will add an extra 1-2 working days to your order. You will be notified as soon as possible the estimate time of delivery once an order is placed.

If you buy using a cheque or money order we will send out your goods once the they are cleared by our bank.

What types of payments do you accept?
We accept Credit Card (Visa, MasterCard and American Express), and Direct Deposit. Cheques are also acceptable subject to clearance.

Are there any surcharges for credit cards? 
There is currently a 2% surcharge on all credit card transactions.

To pay for an order using any of the above cards, simply select the items you wish to purchase, proceed to checkout and select the relevant card at the payment page, entering your credit card details. Note - when entering your card details, do not put spaces in-between digits. You will be automatically emailed a Tax Invoice upon our receipt of payment for your order.

What are your bank details so I can transfer the payment?
Our bank details are:

Bank Name: Westpac
Account name: Photech Computers Pty Ltd
BSB: 035-041
Account number: 152529

Please include your emailed order number if you are using Internet Banking. Once payment has been deposited please fax us on (08) 8240 0515  or email us sales@photech.com.au with proof of payment (cut and paste details) so we can process your order faster. When making a deposit at the bank please ask the teller to put in a comment line so your name and order will appear on the statement. If you are using internet banking please include your name and order number in the details.

Who do I make a cheque payable to?
If you select cheque or money order as your payment method you will be given detailed instructions on how to send it to us as part of the checkout process. These details are as follows:
Please make all cheques to:

Do you charge my credit card at the time I place my order?
We will only process credit card payments once the order is ready to be shipped to you, usually on the next business day following your order. If your credit card fails we will contact you immediately to rectify. 

Do you accept COD orders?
We cannot accept COD orders. All orders must be paid in full prior to delivery.

Are the prices in my Shopping Cart guaranteed?
Photech makes every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been accepted and confirmed by us in email.

Security

Do you store my credit card details?
All sensitive credit information is deleted off our system as soon as your order has been completed, we take every step to ensure your credit card details will not be seen by anyone other than the police security cleared sales representative processing the order at the time.