Customer Service Australia

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Customer Service

Please click on one of the following topics for more information:

Purchase Orders - Educational Institutes
Contact Us
Viewing Orders & Status
Shipping & Delivery Costs
Technical Support
Warranty
Damage in Transit
Change of Mind
Privacy & Security
Sale Related Emails
Updating Account Information
Trading Hours / Business Days
Payment & Pricing
Our Key Business Details (ABN, etc)
Terms of Service

Purchase Orders - Educational Institutes & Government Agencies

Purchase orders are welcome from educational institutes and government agencies. We provide Net Payment terms if needed. Please send us your purchase order via your .edu.au or .gov.au email to [email protected]

Private businesses can complete an account application form and place purchase orders once their account is provisioned. Note, late payments may incur administration fees and interest.

Our preferred payment method for purchase orders is direct deposit. Our key business details are listed at the bottom of this page (ABN, etc).

Purchase Orders are typically processed on the same NSW business day, though may take longer on occasion.

Contact Us

Please visit our contact page or call us on 02 4058 2818 to get in touch with our support teams. You can also contact us directly via email [email protected]

Our fax number (email is preferred): (02) 4027 5808

Viewing Orders & Status

The status of your order can be viewed by logging in and visiting your account dashboard.

The following emails are typically sent for online orders:

An order confirmation email is sent when the order is placed.
A payment confirmation email including a Tax Invoice will be sent once payment has cleared.
A shipment email will be sent once your parcel has been shipped. If you chose a trackable shipment method then the tracking number will be included in the dispatch email.

Shipping & Delivery

All orders will be shipped via Australia Post / Startrack Express or Fastway Couriers (Aramex). We only ship to Australia and New Zealand. Your order will be shipped within one business day after we receive payment, providing the items are in stock.

Our domestic shipping rates start at:

$6+ eParcel Standard (typically 4+ business days, tracked)
$10+ eParcel Express (typically 1 to 2 business days, tracked)
$6.90+ Fastway Couriers (typically 6+ business days)
$3+ Economy Mail (Stamped "snail mail". Typically 5-9 business days. No tracking/support available other than confirmation of dispatch)

Non-metro addresses in WA, NT, SA & TAS can take 2+ days in addition to the above information.

International Orders - the following rates are for New Zealand and will vary for other countries:

$11+ for Pack and Track (typically 3+ days, tracked)
$16+ for Express International (typically 2-5 days, tracked)

High-value orders could be subject to a signature on delivery (which may override your selection during checkout).

Pick Ups - if your postcode is nearby ours, then you'll be offered pickup during checkout. We will contact you by email when your order is ready to pick up - do not expect your order to be instantly available as we are a warehouse with a pick-and-pack routine (aka, we're not a shop front).

Please visit Australia Post / Startrack Express or Fastway Couriers (Aramex) for more information regarding their mail services.

If Express Post takes longer than quoted: First of all, that's far from ideal! The best way forward is for you to contact AusPost to get an update. Sometimes, life gets in the way of express services and there's an unexpected truck breakdown, bushfire, or other unpredictable events. AusPost will be able to provide you with more information, however, AusPost offers no guarantee for delivery-times for the eParcel service. Express post is typically 1-2 business days - here are typical delivery durations for eParcel Express around Australia.

Authority to Leave is a delivery service option that voids insurance if evidence of delivery is provided by the delivery agent.

Warranty

Sometimes products need to be returned due to faults or other reasons. Please read the below information regarding our returns policy.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Standard Warranty:

12-month warranty for defects and faults.

Exceptions to the "Standard Warranty":

Low-cost hobby-grade parts that are subject to casual mishandling in favour of convenience are often covered by a 90-day warranty unless there is reasonable evidence of a safe handling environment and practices (static safety, etc).
Some products have a printed statement inside the product packaging (such as, but not limited to LulzBot Toolheads with a 90-day warranty). We often lean to the advice of a manufacturer in such scenarios.
Constructed kits and interfaceable electronics (general purpose inputs and outputs on development boards) can be damaged through misuse or by mistake. Often, these scenarios are not a manufacturer fault or defect.

How to return a faulty product

Reply to your order confirmation email with a description of the fault/defect. Our support team will be in touch within 3 business days (though it's typically within an hour).
Once we provide a Return Authority please keep your shipping/postage invoice so we can provide a refund for those costs as well if the product is deemed faulty. If you discover shipping will cost more than $15 then please contact us and we can instead provide a return shipping label.
Please ensure the return is well packaged and safe for transit, and please only use services that offer tracking and proof of delivery (signature on delivery).
Once the product is received, we will confirm the defect/fault and process a refund or replacement (sometimes replacement goods in our market are not available within a reasonable timeframe, so we will provide a refund instead of a replacement).

Damage in Transit

Our merchandise is carefully packaged for shipment by our distribution team, however, we realise that damage during transit may occur despite these precautions. Please check all shipments when they are delivered for shortages or signs of damage. If you find a problem, reply to your order confirmation email. Even if the exterior cartons of your shipment appear undamaged, you should still unpack and examine the goods as soon as possible. Please do not dispose of any packing material until you have contacted us and are satisfied with your delivery.

Change in Mind

If you have incorrectly ordered a product (which is assessed by us as a resalable maker favourite) then we would be happy to exchange it for you within 14 days providing the item is in its original condition and has not been used. Reply to your order confirmation email to begin this. Note, we'll first assess the product to ensure it's a resalable maker favourite and notify you with a reply email.

There is a 15% fee (or minimum $7.50 for small orders) that might be collected for returns, refunds or cancellations to cover the direct costs of administration and logistics. This is assessed case by case.

Shipping costs are not refundable in either direction as they are endured by the Shipping Service Provider (Australia Post / Fastway / etc).

Privacy & Security

Orders that trigger security concerns may be subject to additional verification. This can normally be cleared on the same day, however, can take longer for some banks/cards (2+ days). Verification methods vary, depending on what we feel is appropriate.

We respect your privacy. Our Privacy Policy has all of the pertinent information you need to understand the services we use along with your data.

Sale Related Emails

We'll contact you by email after your order with the following automatic interactions:

Order confirmation
Order shipment
Follow-up to ensure everything went fine / product feedback

Updating Account Information

You may update or change your shipping and personal contact details at any time. Please ensure these details are up to date at the time of purchasing. If your shipping details need to be amended after your order has been placed, please contact our team as soon as possible to ensure delivery to the correct address is possible.

Trading Hours / Business Days

We're an online store, so we take sales every day of the year!

We ship (dispatch) orders Monday through Friday (excluding NSW public holidays).

Phone support is available Mon-Fri 0830-1700 AEST (excluding NSW public holidays).

Email support is available 24/7. Expect a reply within 10 minutes during business hours.

Payment and Pricing

All prices quoted are in Australian Dollars (AUD).

Core Electronics accepts Credit Card, PayPal and Direct Deposit as methods of payment.

Direct Deposit Account Details (Please note that payments may take 2-3 business days to clear as this is a manual process. Choose credit card for instant payments):

Bank: NAB
BSB: 082691
Account Number: 945881716
Account Name: Core Electronics Pty Ltd

** When making a direct deposit please ensure you enter your Order ID to ensure the payment can be matched to your order **

If using PayPal, choose PayPal during checkout and follow the prompts.

Payment is required in full for stock to be reserved. We have no method to reserve stock for individuals on our website unless payment is retained (refunds and pending orders will not allocate or reserve stock).

Our Key Business Details

We also have our key business details available as a downloadable form.

Key info:

Business Name: Core Electronics Pty Ltd
ABN: 77164715226
ACN: 164715226

Mailing Address (normal mail/returns):

Core Electronics
PO Box 37
Kotara
2289, NSW
Australia

Physical Address (pickup available - only by prior arrangement - see the "Pick Up" section above)

Core Electronics
Unit 18, 132 Garden Grove Parade
Adamstown
2289, NSW
Australia
ph +61 2 4058 2818