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Frequently Asked Questions

ORDER STATUSES

 

What does “X” Order Status mean?

Please see the bottom of your confirmation email for a description of all possible order statuses.

As your order progresses, the status will be updated with the following (where applicable):

'Manual Verification’ – Please phone the store to complete/confirm your payment.

'Awaiting Fulfillment' – Checkout process completed, payment confirmed, awaiting further status update.

'Pre-ordered' – Order placed in vendor-managed Pre-Order queue awaiting stock arrival.

'Awaiting Shipment' – Stock is available, order has been packaged, and is awaiting courier pick-up.

'Shipped' – Your order has shipped, and a tracking number will be included!

 

Why has my order been changed to Pre-Order?

Stock levels are displayed on the product page. If there is no physical number (eg. 1 or greater) in any of the fields, there is no stock available to ship out immediately. Pre-Ordered item ETAs are displayed in the same chart where the stock levels are shown.

 

STOCK AND ORDERS

What payment methods do you accept?

We accept Visa, MasterCard, PayPal, Zip Pay, and SYKE Payments.

 

The website said this item was “in stock” when I placed my order, but now it’s a Pre-Order.

Stock levels are displayed in the “Quantities at Warehouse” chart, along with the ETAs for Pre-Order items. The Add to Cart button does not indicate stock levels, it simply allows you to add an item to your cart. If there are physical stock values (eg. 1+), it will be accepted as a current order. If there are no physical values (eg, 0 or Special Order) it will be accepted as a Pre-Order with a tentative ETA as listed in the Quantities at Warehouse chart.

 

The ETA says X/X/20. Does that mean I will get my order on that day?

ETAs are the date that stock is tentatively arriving in the warehouse. ETAs have become much more difficult to predict with exact certainty in the current environment. These ETAs are the mostaccurate information we have, but are subject to change as a result of common delays with shipping, warehousing, manufacturing, or Australian Customs. Once stock does arrive, it typically takes 1-2 days to process and ship out to your doorstep.

 

The ETA says 01/01/1999 or 31/12/2020. Does this mean I won’t get my order until the end of the year?

No, when this happens, it means we are waiting for the Manufacturers to update all Australian distributors with a tentative date of arrival for stock. It does not mean your order is not expected until the end of the year – these dates are simply place holders and an indication that an ETA is on the way but has not been made official yet. 

 

What does Special Order mean?

Special Order means there is no available stock in that warehouse, and there is no stock expected to arrive in that warehouse. An order for an item raised with this warehouse would entail an item ordered specifically for the customer from the Manufacturer. Special Orders can take anywhere from 3-8 weeks in the current environment, but because we have seen unexpected delays throughout the manufacturing and shipping process, it may take longer. We are unable to cancel and refund Special Orders because they are ordered specifically for you. Once the order is placed with the Manufacturer, we are unable to pull it.

 

Do you price match?

Yes, we do price match. However, in order for us to do a price match, the store needs to be based in Australia and the item needs to be genuine Australian stock. There also has to be stock available at the moment you are requesting a price match. We cannot do a price match if the store is based in another country, if the item is out of stock, or if the item is not an exact match of what we have available.

 

There is only an Add to Cart button – no Pre-Order button.

All of our product pages clearly state stock levels and ETAs for items that are currently out of stock. It is the customer’s responsibility to confirm stock levels before placing their order or Pre-Order due to the rapid change in supply chain landscapes in the world at this current time. The Add to Cart button does not indicate stock levels, it simply allows you to add something (in stock or out of stock) to your cart.

 

I ordered the wrong item.

Please give us a call or email our team and we can switch your order to the correct item, price differences accounted for. We are not required to provide refunds for incorrect purchases or change of mind purchases. If you do want to cancel an order/return an item that is not faulty, it will incur a small cancellation fee, as stated in our Terms and Conditions that are agreed to during the Checkout process.

 

One of my items is in stock, and the other isn’t. Will I get them at the same time or separately?

In accordance with our environmental goals, we strive to waste as little as possible. In most situations, your items will be shipped together as a result of this, so please take note of this when placing your order. If you do wish to have your items shipped separately, please see the Split Shipping section under SHIPPING FAQS.

 

SHIPPING

 

How long will it take for my item to ship?

Please refer to the table below for an estimate of delivery times to your area:

Delivery Location

Estimated Delivery Times*

Melbourne, Sydney, Adelaide

1-4 business days after dispatch

Brisbane, Canberra, Geelong, Wollongong, Newcastle

2-5 business days after dispatch

Perth, Hobart, Darwin

3-7 business days after dispatch

Non-Metro - VIC, NSW, SA

3-7 business days after dispatch

Non-Metro - WA, TAS, QLD

4-10 business days after dispatch

Far North WA, Far North QLD and NT

7-14 business days after dispatch

 

*The above delivery times are estimates provided by our couriers. Actual delivery times may vary, and delays can occur as a result of COVID-19, during the peak Christmas Season, or as a result of other factors outside of the courier's control.

 

Will I get a tracking number?

Yes, we will always provide you with a tracking number! We regularly use 4 couriers but have the option to use others if there is a major disruption: TNT Express, TOLL Priority, StarTrack, and AusPost. You will receive a shipping email which will include the tracking number and the courier your order has been sent with.

 

My tracking number says “Synnex Truck.” What does that mean?

When you live within a small radius of our supplier’s warehouse, our supplier will send out the order with one of their own delivery drivers as opposed to sending it with a courier in order to save time. When we have this “tracking number,” there is no way to directly track the location of the driver, but in almost all cases, it will be same day delivery in Metro areas.

 

My tracking number hasn’t been updated in a few days – what should I do?

Due to the current COVID-19 environment, some shipments are being delayed. It is not uncommon for a package to go without a scan for a few days in a row, especially if it is going to Victoria. There are restrictions on how many postal workers can be on-shift at one time, as well as reduced capacity in the distribution centres, all of which results in delays when sending packages. Please keep this in mind before contacting our team. However, if it has been an excessive amount of time without any scans or updates, please get in contact with AusPost or the Rosman Computers team so we can look into the matter for you.

 

Can I ship to my PO Box?

Our couriers are not able to deliver our goods to PO Boxes, Parcel Lockers, or Locked Bags. All of our deliveries require a signature on delivery to confirm it has been delivered to the correct location. Therefore, we need the current residential or business address for the item to be delivered without delay.

 

Do you ship outside of Australia?

At the moment, we are unable to ship outside of Australia. However, if you organise your own courier services our team may be able to assist with pickup but we do not take any responsibility for freight once it leaves our warehouse.

 

What is the shipping cost?

Our shipping is a standard $15, regardless of what you order. If your order is over $399, you qualify for free shipping! For larger items such as TVs, large Printers, large Monitors and large computers (servers) there may be a small additional fee which our team will inform you of before placing your order.

 

Split Shipping?

We are able to split ship your order (ship in separate packages). To do this we may require you to cover the additional shipping charge, as our standard shipping cost only accounts for sending one package.

 

 

RETURNS/CANCELLATIONS

 

Can I cancel my order if it’s taking too long?

We can cancel the order, however, in line with our Terms and Conditions of placing an online order, a cancellation fee may apply. Please see our Terms and Conditions for more information on this topic.

 

I received a faulty item. What do I do?

Don’t wait! Please reach out to our team as soon as you notice anything not quite right with your order! The reason for this is to get the best outcome for your order. To speed the first step in a warranty process is to also make a claim with the manufacturer of the item (eg, Samsung, Logitech, Apple, etc.). Since we are not the warranty provider, the manufacturer will be the ones making the decision on whether or not the product is indeed faulty and the outcome of their decision. If the manufacturer requires support/additional details from the reseller (Rosman Computers), please reach out to our friendly team and we can help where we can! However, the quickest response is to go straight to the Manufacturer first. Going through our channels as the reseller, warranty return processes can take a minimum of 2 weeks.

 

Can I return the item – I realized it’s not the right thing?

If the item’s packaging has been opened, we are unable to take it back and provide a refund. If the packaging is still untouched, we may be able to accept a return, but a restocking fee will apply to the refunded amount and you will have to pay the return postage. We are not required to provide refunds for incorrect choices or change of mind. It is the consumer’s responsibility to ensure the product they are purchasing is the correct one.