Centre Com - Frequently Asked QuestionsExpand All+
Online Account And Password:
- Do I need an account to order via the Centre Com Online store?
- Yes, before you can place an online order you must have an account. To create an account for Centre Com Online, please see the below link.
https://www.centrecom.com.au/catalog/create_account.php
- I have just signed up to Centre Com Online, where is my password?
- It is most likely the automatic email with the password was sent directly to your junk or spam email folder. If you are still unable to locate the password please use our forgotten password tool. This tool will send a new password to the specified email address.
https://www.centrecom.com.au/catalog/login.php
- What information can I view in my account?
- When you first log into your account, there are options at the bottom of the page to view information relating to your account.
- Address Book
- Order History
- Notifications
- Edit Account
Payments:
- When are payments applied?
- Payments for orders are manually applied by our accounts department once every working day; most often this is done in the morning (10am-12 noon) for Bank transfer payments and in the afternoon for PayPal payments. Please allow 1-2 working days for these payments to be applied; our accounts department will notify the registered email address once the payment has been confirmed.
*** Please do not ask for an ETA on your order if Centre Com has not confirmed receiving your payment. An accurate ETA is not possible to provide at this stage.
** Payments that are seen to be suspicious or fraudulent will be reported to the necessary law enforcement agencies.
- How long do I have to make payment for my online order?
- Online orders will be automatically cancelled after 7 working days, when payment has not been received. This is the standard timeframe for all quotes from Centre Com.
- Can Centre Com Online provide information regarding bank transfer payments?
- Bank transfer payments are updated once per working day, this is usually done in the morning (10am-12 noon). Please allow 1-2 working days for your payment to show up in our account and on our bank statement. Our accounts department will notify the registered email address once they have confirmed the payment.
Centre Com Online ONLY banking details:
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Bank: National Australia Bank (NAB)
Account Name: Centre Com Sunshine
BSB: 083-266
Account Number: 461108567
***NOTE: Please use your order number as the deposit reference/comment where possible, without this delays may occur.
- Will I need to provide a copy of the receipt/transaction of my payment?
- In most cases this will not be necessary. However, Centre Com Online may ask for this to confirm a payment when the online order number has not been used as the payment reference.
- Can Centre Com Online provide information regarding credit card orders?
- For first time credit card orders, Centre Com requires ALL 3 validation steps be provided. For more information please see the following link:
http://www.centrecom.com.au/catalog/ccterms.php
This link is provided at the payment options screen during the checkout process. It is also noted in the confirmation email after the order has been placed.
Your credit card will be electronically processed at the time your order is dispatched; this allows the customer the freedom to alter their online order without the possibility of being overcharged or requiring a refund.
Please ensure you have entered the correct details during checkout and sufficient funds are available on the credit card. Delays can occur when one of these steps is incorrect.
NOTE: A 2% surcharge applies to credit card payments due to our amazingly low margains and bank overheads associated with credit transactions. This surcharge is not negotiable and to avoid payment you might prefer to use one of the other payment methods.
- Does Centre Com Online accept cheque payments?
- Indeed, Centre Com Online does have the option during checkout for payment to be made via cheque.
- How is my PayPal payment processed?
- PayPal payments are updated once per working day, this is done manually each afternoon by our accounts department. Your order will be automatically put into "Awaiting Confirmation" once you have made payment via PayPal. No additional steps are required on the customer's end. Our accounts department will notify the registered email address once they have confirmed the payment and updated the order to "Processing".
A 2% surcharge applies to all Centre Com Online PayPal orders.
- What is pending?(PayPal)?
- When an Online order is placed into the Pending (PayPal) status, it means the final instructions have not been completed.
"By clicking the "CONFIRMATION" button, your order will be placed, and you will be re-directed to the PayPal website for payment. Once the payment process is completed in PayPal, please return to the Centre Com website to finalise your order."
- Am I able to change the payment method for my order?
- At the current time Centre Com Online is only able to change the payment method from credit card to bank transfer; this can be done via the following link:
http://www.centrecom.com.au/catalog/bank_transfer.php
If you have already placed an online order and wish to change the payment method to PayPal, please notify sales@centrecom.com.au to cancel your current order. You should then feel free to place a new order with your preferred payment method.
- Does Centre Com Online provide a Lay-By option?
- No, at the current time we are not able to provide a Lay-By option for online orders. Bank transfer payments can be made in 2-3 instalments, however the total payment should be provided within 1 week of placing the order. Centre Com Online will not dispatch the order until the full amount has been received.
- What are additional funds and how can I make the payment?
- In some cases where a customer requests a change to their online order, additional funds may be required before the order can be dispatched. The additional funds should be paid via the same payment method as the original payment (bank transfer or PayPal); this will help avoid any confusion.
- How long should my refund take to be processed?
- Centre Com Online will always try to provide necessary refunds in a timely manner. Bank transfer and credit card refunds are usually completed within 2-3 working days. To avoid confusion with the payments, PayPal refunds will be provided ASAP once the online order has either been dispatched or cancelled. All refunds must be provided via the same method as the original payment.
- How do I cancel my online order?
- Order cancellations are to be advised by email to sales@centrecom.com.au ONLY, please allow 48 hours (Excluding non working days) for email processing and cancelling. Goods already shipped before a cancellation request is processed (within 48 hours) can be recalled/returned, however courier charges cannot be refunded as Centre Com has already been charged by our courier company.
- How do I get my Tax Invoice?
- An invoice for your online orders should be provided upon delivery, this invoice should be located on one or more of the packages in an invoice slip. In some cases this may have been dislodged during transit, if this has happened please notify sales@centrecom.com.au and we will email you a copy of the invoice.
- Why does the "BILL TO" address say WEB SALES?
- This is an automated setting with our invoicing system; this is to ensure we know which orders have been payed to the online department. This setting does not have any effect on the invoice when claiming tax or claiming cashback on an item.
Products And Stock Information:
- What information can you provide on Centre Com products?
- Stock that is provided by Centre Com Online will always be brand new, unless specified. In some cases a product may be required to be opened by our staff; this could be a notebook with a memory upgrade, a NAS or media player where Centre Com installs the hard drive/s or a product where the serial number is only on the inside of a sealed box.
- Are prices listed inclusive of GST?
- Indeed, all prices provided at www.centrecom.com.au are listed inclusive of GST.
- How do I know if a product is in stock?
- Each product now has its own stock level indicator inside the product page. This indicator lists the availability of the item at each Centre Com store. When this indicator is not available, this means the product is not currently available at any of the Centre Com stores.
- How do I change my online order?
- Please notify sales@centrecom.com.au of any necessary changes you wish to make to your online order ASAP. We will try to process the change once we have reached your email. Once your order has been dispatched and a consignment number has been provided, we are unable to make any adjustments to your order; as an invoice has been created, the order packed and is ready for our scheduled pick-up.
- What happens when a product has been listed incorrectly?
- When a product has been listed with incorrect information or pricing, Centre Com reserve the right to cancel any relevant order/s. Centre Com Online will notify the customer/s of this error via email ASAP. Any information that has been listed incorrectly is accidental; in some cases this information may be changed/updated on the manufacturer’s website. Once aware of the incorrect information, Centre Com will update the website ASAP.
- What if a product is no longer available?
- In some cases a product may become listed as End of Life by our suppliers, when this does occur Centre Com will endeavour to contact all necessary customers regarding their order/s. An alternative product may be offered for the End of Life product. However, if this alternative is deemed unsuitable by the customer a full refund can be provided for the item.
- Are the products I have ordered compatible?
- Compatibility between hardware and software ordered cannot be guaranteed. Centre Com Online requests all customers to research products before making an online order. Many issues regarding compatibility can be solved by visiting the manufacturer website.
- Does Centre Com Online offer Custom Building of PC Systems?
- Yes we do, the custom builder we have available can be found via the below link.
http://www.centrecom.com.au/catalog/build.php
In the event of a lengthy ETA on one or more parts in a system, Centre Com Online will notify the customer via email. Please allow an additional 5-7 working days for some parts to arrive, building and testing time before systems are dispatched.
- Can Centre Com Online provide specific details regarding the pre-built systems?
- Unfortunately Centre Com Online is unable to provide specific part numbers with the products in these systems. The items used in these systems are dependent on our current stock levels at the time of building. These systems are built in bulk by our technicians and as such parts cannot be omitted or altered without an additional labour charge being incurred.
- Can I choose my pre-build bonuses?
- It is not possible at the current time to select your own pre-build bonuses; however there is the option at the bottom of the product page for each system to upgrade specific accessories.
- How long does stock take to arrive once it has been ordered from a supplier?
- When an order is placed for an item that is not currently available, it will need to be ordered via one of our suppliers. In most cases stock should arrive within 2-3 working days from when Centre Com has placed an order with a supplier. Stock will not be ordered without payment first being confirmed.
- When I ordered stock was showing as "Available", why is my stock on backorder?
- All stock for online orders is picked and allocated manually and may take 1-3 working days for some items to be updated on your order page. As all online orders are dispatched from the Online department, located at the Sunshine Centre Com store stock must be available here for the order to be dispatched. If you have an urgent order and require it to be dispatched ASAP, please notify sales@centrecom.com.au and we will endeavour to get your order dispatched promptly.
Orders where all items are in stock will be picked, packed and dispatched ASAP once payment has been confirmed. This is to ensure a speedy turnaround time.
- What happens if the product/s I have ordered change in price?
- As most of the products available via the Centre Com Online store are I.T related, prices can and often do fluctuate. These fluctuations can be within a month or even just a couple of days. If you have placed an order for an item and the price drops, Centre Com Online is unable to provide a refund for the difference. This is due to the product already being on order with one of our suppliers at the original agreed price.
Think of it like this: If a product is ordered online at $150.00 and two days later it is $175.00, Centre Com Online will not ask for the additional $25.00 for orders already placed.
- What additional information can Centre Com Online provide regarding Specials, Sales and Promotional Deals?
- When Centre Com Online offers these special deals, they are for a limited time only and while stocks last. If an item is on special, please do not request additional specials/offers to be provided with the same deal. Centre Com Online is not able to provide free shipping or bonus equipment with a current special.
Open Times:
- What are the open times for Centre Com Online?
- Centre Com Online is open for online orders all day every day. The staff for our online department work between 10am and 6pm weekdays. In some cases overtime and weekend work may be necessary. Please be patient during these busy periods, as we will try to keep up with the high demand of orders and emails.
Price Matching:
- Can Centre Com Online Price match?
- Centre Com Online tries to provide very competitive prices over all the products listed. If you do find an item cheaper somewhere else, please follow the below guidelines.
- A link to the website/product page with the cheaper offer must be provided.
- The website must be an Australian website (.com.au).
- The listed price must be current and not be expired sale.
- Stock must be listed as available/in stock.
- Centre Com Online can only price match where a loss will not be made on the item from our purchase price.
Warranty:
- What Warranty and Returns information can you provide for Centre Com Online?
- All information regarding warranty and returns can be found at the below link.
http://www.centrecom.com.au/catalog/warranty.php
Once your returned item has been booked in for warranty, it is passed to our technical department for testing. In most cases our technical department is able to test these items within 1-3 working days. They will then try to provide an advanced replacement from stock in our warehouse. When a replacement is not in stock, the item will be passed onto our warranty department for a warranty claim. Please allow 2-4 weeks for these claims to be processed and investigated by the manufacturer and a replacement/repair to be provided to Centre Com.
- Unfortunately Centre Com does not decide which of these will be provided and will vary from case to case. The manufacturer will try to repair the original unit when possible; however this will depend on the product and the fault that is occurring.
- Can Centre Com Online provide a replacement product before receiving the faulty item?
- Under no circumstances can Centre Com ship out replacement goods before the warranty items have been received. Please do not ask for this as refusal often offends.
- Is it possible to return Software that has been opened?
- This is not possible under any circumstance as Centre Com Online is unable to ensure the product has not been used, copied or registered. Unopened software can be returned for exchange or refund, however the product will need to be returned at the customers cost.
- Will the manufacturer provide a new replacement or repair the original product?
- Unfortunately Centre Com does not decide which of these will be provided and will vary from case to case. The manufacturer will try to repair the original unit when possible; however this will depend on the product and the fault that is occurring.
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Shipping, Tracking And Delivery:
- What is my Shipping Address?
- Your shipping address is the location where you would like Centre Com Online to dispatch your order. Please note that this address can be changed in your account details or during the checkout process. If you have already placed an order and would like to change the delivery address, please notify sales@centrecom.com.au of the new address before your order is dispatched. Once your order has been dispatched Centre Com Online is unable to change the delivery address.
- How does Centre Com Online ship their orders?
- Currently Centre Com Online uses T.N.T Express, whom offers excellent consignment tracking as well as professional handling of fragile goods. By using TNT Express, Centre Com is able to provide a high level of flexibility and quality with regards to nation-wide deliveries.
- Can Centre Com provide express shipping of my order?
- Unfortunately Centre Com does not provide Express shipping for online orders.
- Can Centre Com Online ship my order to a P.O BOX?
- Unfortunately at the current time we are not able to do this. Centre Com Online does not have an account with Australia Post. Please do not ask for an exception to be made, as this is not possible.
- Where are online orders dispatched from?
- All online orders are dispatched from the online department, located at the Sunshine Centre Com store. Please do NOT ask for your online order to be dispatched from another of the Centre Com stores, as this is NOT possible at the current time.
- Can my order be part shipped?
- Yes, if an item or two is taking a lengthy amount of time to arrive from our supplier (at least 7 working days), we are able to part ship your order. In most cases no additional freight costs are required.
- Can Centre Com Online provide an estimated freight cost for my shopping cart?
- Yes, inside your shopping cart we do have the option "Shipping Cost." From here you can input your postcode and an estimated freight cost for your cart will appear.
- What are the freight charges for an online order?
- Freight costs are determined by the amount, size, weight of the product/s ordered and the shipping location. The total freight cost for your order is provided during the checkout process. In the rare occurrence where the total freight cost cannot be determined by our automatic freight calculator, Centre Com Online will notify the customer via email of the freight charge and the new order total.
- What is freight insurance?
- This is an option available for all online orders; it provides additional security in case your package is lost by the courier. If it appears the package has been lost in transit, Centre Com online will contact the courier service and try to locate the package. When freight insurance has been selected we will endeavour to send a replacement order ASAP. In most cases we will be able to send this replacement order within 2-3 working days (depending on stock levels).
***Additional freight costs may be incurred when freight insurance has not been selected.
- My package looks to be damaged or waterlogged, what should I do?
- If a package appears to be in an unsuitable condition upon delivery (damaged, broken, unsealed or waterlogged boxes), Centre Com Online suggests NOT accepting the goods. The courier will then RTS (Return to Sender) the package/s. Centre Com Online requests an email be sent to sales@centrecom.com.au if/when this has occurred, this will help Centre Com keep track of the goods.
- I have accepted a damaged package, what should I do?
- In some cases a package may look fine at the time of delivery; however upon closer inspection it may actually be damaged. If you have accepted a package like this, the best option is to check inside the box to ensure the products are not physically damaged. If one or more products do appear to be damaged, contact sales@centrecom.com.au ASAP. In most case Centre Com Online will be able to organize a courier to pick-up the product/s and have them returned for further inspection. Once we have received the product/s back, Centre Com will try to provide a replacement ASAP for your order.
- I have requested for my order to be cancelled, however it appears that it was dispatched. What should I do?
- The best thing you can do is contact sales@centrecom.com.au ASAP. We will then see if we can pull back the package before it is on the TNT truck. If Centre Com is notified to late or the package is already en route for delivery, it is always recommended to not accept delivery of the package and request the courier to RTS the package. Once we have received the package back, we will be able to provide the necessary refund.
- Which freight charge should I select during checkout?
- Centre Com Online always recommends selecting either satchel or your state based shipping charge. Please do not select Vic Metro unless the shipping address is Vic Metro. If the incorrect freight option is selected, Centre Com Online may ask for additional freight charges to be paid before the order can be dispatched.
- What is my Consignment number and how can I track it?
- The Consignment number provided via email at the time of dispatch will not be trackable on the TNT website until they have made their scheduled pick-up for the day. This pick-up is usually completed between 5:30pm and 6:00pm weekdays. In some instances your order may be dispatched during a weekend, when this occurs your order will be picked up on the next working day.
All customers are able to track their consignment number via the TNT website.
http://www.tnt.com/express/en_au/site/home.html
- Can Centre Com Online provide a delivery ETA?
- The following ETA's are based on the recommended timeframe for delivery by Centre Com Online. These ETA's do not include the day the order was dispatched.
| Destination: |
Delivery Time: |
| VIC/Melb Metro |
1-2 working days |
| ACT |
1-3 working days |
| NSW |
1-3 working days |
| QLD |
2-4 working days |
| SA |
2-4 working days |
| TAS |
2-4 working days |
| WA |
4-9 working days |
| NT |
5-9 working days |
*** In some remote areas TNT Express may pass your package onto a local courier (on-carrier) to complete the delivery, a signature will still be required.
** Please allow an additional 1-2 working days during peak transit times. (E.g. Christmas and New Year).
* Please do not ask for a delivery ETA if your order has not yet been dispatched.
- It appears I have missed my delivery, how do I collect my package/s?
- If you have missed your delivery, the TNT driver will leave a contact card either at your door or in the letterbox. The driver will then return the package/s to the closest TNT depot. The contact card will have information on how to proceed with receiving your package. If you have any concerns regarding this card, TNT can be contacted on 13 11 50.
You may also wish to have your consignment number handy, as this will help TNT locate your package.
- Am I able to provide Centre Com Online with additional delivery instructions?
- Unfortunately Centre Com Online is unable to guarantee that these instructions would be fulfilled by the courier. This is due to Centre Com having no control over courier transit times and delivery routes.
Below are a few examples of instructions that Centre Com Online CANNOT guarantee will be followed by the courier.
- Specific delivery times and dates.
- Leaving a package without a signature (e.g. behind the back gate or letterbox).
- Providing a second address for delivery.
- Does Centre Com Online, ship internationally?
- At the current time Centre Com Online is unable to provide international shipping.
Contacting Centre Com Online:
- How can I contact Centre Com Online?
- Email:
Email is the ONLY direct way to currently contact Centre Com Online. When you email Centre Com Online, please be specific and provide as much information you can (online order number/invoice number, product part number/s and screenshots/photos).
sales@centrecom.com.au
When requesting information regarding a product, stock levels or an order with one of the Centre Com stores (other than online); your email will be forwarded to the necessary department/Centre Com store ASAP.
Please allow 1-2 working days for a reply to your email. Please keep in mind; emails are only answered during work hours 10am - 6pm weekdays. Please do NOT spam this email address.
Phone:
At the current time Centre Com Online does NOT have a dedicated phone system for customers. If this does change, Centre Com will notify customers via email and/or the locations page via the website. Please do not contact the Sunshine store for information regarding your online order, as the sales department will NOT be able to help.
- Am I able to pick up my online order from one of the Centre Com stores?
- At the current time Centre Com Online does NOT offer in-store pickup for online orders. If you would like to place an order for pickup, please contact your local store directly.
http://www.centrecom.com.au/catalog/locations.php
Facebook:
- Is Centre Com on Facebook?
- Email:
Yes we are. Liking "Centre Com" on Facebook is a great way to let your family and friends know about some products and deals we currently have on offer. In addition, some of the specials provided on Facebook will be exclusive to Facebook customers only.
PUBLIC HOLIDAYS AND CHRISTMAS BREAK:
* Orders will take longer to dispatch during these times, please allow an additional 2-5 working days depending on the break period.
* Emails will also take longer to respond, as emails cannot be done during public holidays or shutdown periods. This will affect email requests to alter and cancel orders.
* These times will also affect payments, an additional delay of 1-2 working days for bank transfer, PayPal and credit card payments will be incurred.
* Stock cannot be ordered on a public holiday or during the Christmas and New Year period. This is due to all suppliers and Centre Com not operating at full capacity or working at all. As this is the case stock can only be ordered ASAP once Centre Com and the supplier return from the shut down period.
* Automatic emails, such as payment reminders and cancellations should only be ignored during this period if; payment has already been made or if credit card requirements have already been sent.
*** Please take this information into careful consideration before placing an Online order during these times, as delays can occur.
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