Can I pick up from your store/warehouse/office?
Unfortunately not. One of the ways we can keep our prices low is by restricting the options for delivery. We have developed a single distribution method of shipping items out to you. You can choose between Australia Post (Express or Registered) and our courier service for shipping.
What are your shipping charges?
Shipping starts from $6.50 for parcel post. Express Post, Registered Post and Allied Express Couriers are available as well. Shipping costs vary depending on the weight for the items you have chosen and your postcode. The easiest way to get a postage quote is to add the desired item/s to your cart by clicking "Buy now" (you do not need to register in order to be able to do this), viewing your cart, and clicking "How much will shipping cost me?" Postage quotes are calculated based on postage rates from Australia Post.
I've realised that I ordered the wrong product. Can I change my order?
Provided your order has not yet shipped, this will most likely not be a problem. If your order has shipped, we will in most cases gladly receive unopened goods in a saleable condition back for store credit. Please note that some exceptions apply, and we do reserve the right to charge a restocking fee in some instances. The shipping costs involved will be your responsibility.
Can I add a product to my order?
Provided your order has not yet been prepared for shipment, we will gladly add a product for you. Please note that as we do not store full credit card details for your security, if you wish to pay the difference on your order by credit card, you will need to contact our sales department on 1300 798 718 between 10am and 4pm and we will process that for you. Alternatively, if you email us at sales at stonebridgecomputing dot com dot au to let us know that you wish to add a product, we will contact you on the number attached to your order to get your card details from you.
What are your payment options?
We accept payments by bank transfer, credit card or cheque. Credit card payments (VISA, Mastercard and AMEX) attract a 1.5% surcharge.
I forgot to copy down the account details I need to send my payment to. What are they?
Our account details are below. Please ensure, however, that you have definitely confirmed your order before sending payment. You will receive a payment confirmation email when your order is placed.
Please also send payment confirmation to sales at stonebridgecomputing dot com dot au to help speed the order process.
Account Name: Real World Technology Solutions Pty Ltd
BSB: 082344
Account Number: 867345263
Bank: NAB
Do you handle the warranty on your products, or do I need to contact the manufacturer?
We handle all warranty claims within the first 12 months. Products to be returned under warranty need to be sent to us for testing. If the product is found to be faulty, a replacement will be shipped out to you at no charge to you. If no fault is found, the claim will incur an administrative "no fault found" fee. Please note that the cost of returning the product to us in either case will be your responsibility.
If you have a product you need to return under warranty, please email us with a description of the problem. We will send you the returns form.
I have received an email informing me that my order status has been updated. What does the new status mean?
Pending: Your order has been received into our system, and will be handled as soon as possible.
Awaiting Payment Your order will show "Awaiting Payment" until your payment is confirmed with our bank. This may take up to two business days, depending on your bank.
Allocating Stock This means that stock is available, and we are in the process of assigning it to your order.
Awaiting Stock This means that stock is not currently available, and we are waiting to receive the stock for your order. If an ETA is available, it will in most cases be included in the order update email. If you believed at the time of placing your order that the product was available, it most likely sold out shortly before you placed or paid for your order and the stock levels had not yet updated. Please feel free to contact this if this is the case; you can either wait for the product to be available, or we are happy to cancel the order for you if you do not wish to wait.
Processing Your order is currently being attended to by staff.
Preparing Shipment Your order has been invoiced, and is being picked and packed for shipment.
Shipped Your order has been shipped. The email advising you of this update will include a tracking reference number for the shipment.
Pending Refund A full or partial refund is to be processed for your order at your request. We will need either your bank account details or credit card details for this, depending on your payment method for the order. If you have already provided these, the refund will be processed for you as soon as possible. Please note that as we do not store full credit card details for security reasons, if a refund to your credit card is required you will need to call us to provide these. Please call 1300 798 718 between 10am and 4pm any weekday.
Cancelled Your order has been cancelled at your request, and any payment made has been refunded.
How long will it be before you have the product I want in stock?
Our website displays any information that we currently have on when we are expecting stock of each product. If you contact us, however, we may be able to chase more information for you. You can either call us on 1300 798 718 or email sales at stonebridgecomputing dot com dot au . Please note, however, that if our website is not displaying an ETA, it is likely that we will not be able to give you any more information.
Some products on our website are only available by special order; we do not hold stock, and only order them in when an order is placed for them. Please note that such orders must be paid in full before we will proceed with the order from our supplier. Any orders placed are firm and can not be cancelled, nor can refunds or exchanges be provided for change of mind or incorrect choice nor any reason other than product fault. If a product was faulty, our normal warranty procedures would apply.
If I buy more than 1 of an item, can I have a discount?
We are happy to provide discounts for multiples of 10 or more. The discount will depend on the particular product. Please place the order through our website and select either bank transfer or cheque as your payment method (to allow the payment to be deferred), and ask about the discount in your order comments. We will then adjust the price and confirm the order total. If you wish to pay by credit card, please contact us once the order has been adjusted to provide your credit card details (such payments will attract the 1.5% surcharge).
Since I'm ordering a few items, can I have free shipping?
Unfortunately we are unable to offer free shipping. The amount that we charge is how much it costs us; we make no profit on shipping the products to you. |
