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We hope to answer your questions immediately below, but please email us if your require further assistance.
Hotmail users - please check your junk email - Microsoft has started to incorrectly block more adresses
20/08/2008 - We are migrating to a new email system - please resend if you are waiting for a response.
Product Related Information and Specs
Most Manufacturers provide excellent Pre-Sales support, please contact them directly for all product related questions. The manufacturer part# is used on our listings for ease of reference. BetterIT is a high volume discount reseller with over 25000 products, so contacting the manufacturer is the most efficient and reliable way to obtain more information.
Discrepancies
Where there is a discrepancy with our information, the manufacturer information for that part# will be correct. You should always confirm our product information with the manufacturers.
Compatibility
The onus is on you to ensure compatibility of products. If in doubt, please contact the Manufacturer
Professional Services & Server Quotes
We have specialist teams available that can provide quotes to your specifications. Please contact us with your requirements.
All prices include GST and we are registered to issue VALID tax invoices. Our ABN is 65 875 389 284.
Quotes
We don't force you to pay at checkout time, so you can generate as many orders/quotes as you like through our checkout. A Tax Invoice is available at the end of the process.
Further Discounts
Discounts may be available for quantities over 10, where not on promotion, and of a high value. you will also find certain software has cheaper versions for academic institutions, students, charities, and churches (e.g. Microsoft Office Student and Teacher is for non-commercial use). For larger organisations software licencing is available for seats of 5+ - please send your requirements.
New Products - Australian Stock
All products are brand new direct from an Authorised Australian Distributor.
Promotion Eligibility / Genuine Products
We only use Authorised Australian Distributors - all products are eligible for relevant promotions - all products are genuine.
Why are we so cheap?
We don't run a store front or employ sales people. These savings are passed on to you.
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Sydney 02 8214 6600
Brisbane 07 3305 0003
Fax 02 8002 0041
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BetterIT is a high volume discount reseller and uses email to enable efficient communications. Please use the numbers above to access our voice email system. |
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Support Hours
Monday - Friday
10:00am - 5:30pm
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Business days only, not open public holidays. |
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Mail
BetterIT Australia
Accounts Processing
PO Box 255
Merrylands NSW 2160
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Corporate
BetterIT Australia
59 St Ann Street
Merrylands NSW 2160
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Order processing only.
No stock, pickups, or returns. |
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ABN
65 875 389 284
GST Registered
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Beware of stores that have an ABN, but are not GST registered to issue a VALID Tax invoice. |
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Payment
You will find we have more payment methods than most stores. We accept personal Credit Cards via BPay from your Internet or Phone banking to protect you against identity theft fraud.
Transactions fees
Our Visa/MasterCard fee is only 1% using BPay. You can avoid transaction fees by using any non Visa/MasterCard method.
Zero Risk - Guarding against Identity Theft and Fraud
If you use Visa/MasterCard for Internet purchases, we strongly recommend you use BPay instead of divulging card details on a website or the phone. The advantage of BPay is that you are in control and your card details are not required to be given to staff, transmitted, or stored. You can access BPay from the security of your banks Internet or Telephone banking. Internet related identity crimes are on the rise and even large organisations are not immune from information theft. Protect your self online with BPay - 1 extra step, 1000 times safer!
Phone/Fax Orders
We do not take Credit Cards by phone or fax, and strongly suggest you protect yourself by not doing this for any online purchase. Please use one of our many other payment methods. We do accept Purchase orders via fax on 02 8002 0041 if you are unable to enter it online.
SSL 
We use payment strength SSL encryption to protect information needed for order processing. Your information is also held in the strictest confidence and is not divulged to any other parties other than to process your order. What does the Padlock or HTTPS Symbol mean on my Browser?
Accounts
We do not currently run credit accounts as our pricing structure does not accommodate the costs involved. Our website account facility keeps track of your orders and invoices for up to 5 years - great for businesses.
Purchase Orders
If you are unable to use our website to enter an order, please feel free to send it to Purchase.Orders@BetterIT.com.au or fax to 02 8002 0041. Please note that payment must be received before processing.
Notification of Payment
Notifications and remittance advice is not necessary as orders are processed once payment is received into our accounts.
Branch Deposits
Where you have deposited physically at a branch for same day ordering, please use the Branch Deposit Notification form so we can expedite you order.
Changes to Payment Methods
A different payment method may be selected as we pick up the payment from the order number or BPay reference. If you change from or to Visa/MasterCard, please adjust your payment to take into account fees. If you need to change to a Corporate/Business Visa/MasterCard because you do not have access to BPay, please sign in to your account and select resubmit order.
Time Frames
Shipping
We ship direct from distributor to you for most items. This is much quicker than most other stores as we don't order, collate, then reship - enjoy the fastest delivery times possible! Estimated Delivery times for in stock items are after payment is received in our account and are generally;
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1-2 days for NSW, VIC, QLD, ACT Major Metro areas (usually overnight)
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2-7 days for regional areas depending on how remote
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3-8 days for SA, WA, NT, TAS depending on how remote
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Same Afternoon - Where the Sydney Metro Same Day option is available for your postcode.
For a more accurate estimate, you can use the Startrack Estimator (Choose from Sydney, and "Express" as the Service),or contact Startrack (Phone 132 345), AAE (Phone 131 213), or CouriersPlease (Phone 1300 753273). Exact delivery times times can not be given due to courier run variations and busy periods. Couriers will usually not call you, so please make sure someone is at the address you specify. Days are business days.
Payments
Generally, payments from Banks an financial institutions will be received into our account as follows;
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Same Day - Paypal (From your balance), Deposit cash at a Westpac branch
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Next Business Day - BPay or Bank Transfer (if payment made before 5pm Business Days)
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3-5 Days - Paypal (echeques), Cheques and Money Orders
For example a next business day transaction on Friday at 4pm is received Saturday, whilst one made on Friday at 6pm is received Tuesday.
Order Processing & Cut Off Times
To meet distributor cut off times, we process orders and check for payments on business days between 10-11am, and again from 2-3pm. Your order will be marked as paid and and email sent to you.
Returns
We are constrained by the workload and procedures of the manufacturer's distributor here. Generally allow 5 days for a Return Authorisation (RA#) to be issued, and then up to 45days for the product to be inspected and approved. We generally issue a credit or a refund as soon as inpection and approval is complete as this allows you to place a new order for a replacement as soon as possible.
Fast Direct Shipping - Australia Wide
Most items are shipped direct from distributor to you for the fastest possible delivery time. We do not place a large order, have it delivered to our offices, collate it, then resend. You will find us much faster than others due to this.
The cheapest cost is shown when viewing a product. Click on the postcode to set your location and see all available shipping options. You can save on multiple items as shipping is charged by weight per order. Total cost can be seen by adding items to the cart. See more Shipping information.
Couriers - Not Post
We use traceable secure couriers who are skilled in delivering technology related goods. We do not use Australia Post as we are unable to trace an item or guarantee delivery.
Lost or Damaged Items
If an item goes missing the courier company can track down where it went in their system and we will send a new order to you once determined missing. If an item is damaged in transit you should reject the delivery if obvious, or contact us immediately if discovered after.
Pickups
Please note that we do not do have pickup facilities as we ship direct to you from Australian distributors in various locations.
Order Not Arrived
If you have not received you delivery within the specified time frame after your order has gone to PROCESSING, please send a request for Courier Tracking from within your account.
Proof of delivery
We engage courier companies that provide tracking and proof of delivery once an order arrives at your specified address. It is your responsibility to ensure the address is secure and that there is a responsible person there to sign for the goods. Couriers do not always seek the person to whom the delivery is addressed. Once proof of delivery is available, we consider the goods as being delivered. Where a dispute arises over delivery, the courier company is able to assist and should be the first point of contact. Not withstanding this, we are happy to assist where possible.
Delivery
If shipping to your work address remember to include the building name, floor and work telephone number. It is not a good idea to deliver to a foyer. You are responsible following delivery of the goods to the address specified. For large campus type deliveries such as Hospitals or Universities, the couriers responsibility ends at the gate or delivery dock and delivery to specific floors or buildings can not be guaranteed. Please provide a valid phone number in case of delivery issues.
Redelivery
Our couriers will generally try a few times to deliver or leave a card so you can contact them. If your home address is not suitable, we recommend a work address, a neighbour, or a local shop as alternatives.
Addressing - No PO Boxes
A signature is required at the address you specify in order to ensure delivery. We can not ship to PO boxes and do not ship via Australia post as we can not trace or guarantee delivery.
Address Changes & Failed Deliveries
Once the order status goes to "PAID - Processing", the address in unable to be changed due to fraud reasons. If you need to change the delivery date, please contact us for courier details. If delivery fails, the goods will be returned to the wharehouse and credit issued. A new order will need to be placed.
PO Boxes
Our couriers require a signature on delivery, so PO Boxes can not be used. If you live in a country area and you have an arrangement with your post office to receive goods, please address the shipping to - c/o Post Office (Prior Arrangement). We do not use Australia Post as deliveries are not fully traceable in case of loss.
Shipping Refunds
Shipping is non refundable as we consider it akin to spending your time and petrol visiting a local shop.
Accepting Delivery
1. Make sure the number of boxes (or freight labels) specified on the delivery docket match the number of boxes the driver gives you. (May include envelope as 1 item).
2. Do not accept delivery of damaged or open boxes. Ask the driver to return to sender and send us an email to let us know. We will re ship the goods.
3. Check and test the goods following delivery, if they are damaged or faulty see our returns section. Do not use the goods, as this is deemed acceptance of them.
Please check your account for updates and current back order status. Information is updated daily.
Where's My Order?
Please make sure you take into account payment processing time, public holidays, busy period delays, as well as the estimated delivery time. Generally, allow an extra day and then follow up with us. See the payments section for payment processing times. Please also sign in to your account and check the order status in case your items have missed allocation and been placed on back order by the distributor.
Stock Allocation
Where your order misses out on stock allocation, it will revert to a back order and the status can be seen within your account. At your discretion, we are happy to issue a full refund in this situation or source the product elsewhere if possible.
Order Status Codes
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Awaiting Payment |
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We are waiting for payment to be received. Our accounts are checked at any time prior to our cut off times above. |
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PAID |
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The order has been paid and we are sourcing the products |
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PAID - Distributor Processing order |
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The order is passed to the distributor for stock allocation and dispatch. This is the last status. |
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Deivery will be in standard timeframe, unless we we contact you via email. |
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PAID - On Hold - Refer Email |
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There is a problem with your order and we have contacted you |
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Return in Progress |
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An item or items on you invoice are in the returns process. |
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Complete |
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A return and refund or other issue has been completed |
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Cancelled |
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A paid order has been cancelled at your request and the credit transferred |
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SAVED - Modify, Delete, Resubmit |
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Click on the order number in your account to change, add/remove products, resubmit payment, or delete |
Cancellations
Cancellation is not necessary if you have not made payment. If your order status is not PROCESSING, the order can still be easily cancelled. Please select the appropriate option from the order menu in your account. Any transaction costs incurred plus $2 for bank account refunds will be deducted to cover our costs, but only if you have made payment and require a refund rather than a credit for another order. We will absorb the fees if we are at fault or the eta is unduly extended.
Adding Items or Modifying an existing order
Please request the order be saved to allow changes using the order menu in your account. This will save the order at the checkout stage and allow additions, deletions, and different payment methods. If you have already paid and need to make additional payment, please use the same reference numbers.
Price Drops
We can not alter the pricing of your original order due to the sheer number of price changes occurring daily, rapid price change is the norm for the technology business.
Tax Invoices
A Tax Invoice is available for printing in your account. We don't send invoices with any orders - Great for Gifts!
5 Year Account History
For your convenience, your previous order details are stored for up to 5 years in your account
Returns & Warranty
Australian Warranty Guaranteed
There is no double handling - warranty is handled directly by the manufacturer or distributor as per any other store. All items are Australian Sourced - you will not have to ship back to another country for warranty.
Test within 7 days - Keep the box
This applies to any store. Why 7 days? Most faulty products can be returned direct to the distributor for credit within this period instead of falling under the manufacturers warranty. The consumer laws work on the basis of a "reasonable time" and our distributors insist on this time frame for DOA returns. It is easier and sometimes essential to return a product in the original product packaging, we recommend keeping the box for at least the first 30 days.
Contact the Manufacturer First
It's important to contact the manufacturer for diagnosis before returning any items. Please record a case number, contact person and number so as to expedite any claim. Please see here for Manufacturer Information
Determining Faults
In 80% of cases the product is not the issue, so it's a good idea to do some diagnosis yourself to determine if the product is really faulty before returning it. Non faulty returns may incur a $55 fee + shipping costs. Note that incompatibility, dropping, or misuse are not considered faults. Please at least follow these steps:
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Double check the specifications are compatible
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Search on Google for people with similar issues (e.g. search for "IPOD not connect problem")
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Try the item on another system to try and eliminate any potential conflict with yours.
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See our support forums for any solutions or to ask us for assistance.
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Sleep on the problem.
Please also note that software related warranties and faults are handled directly by the manufacturer, warranty on systems covers hardware only and not any software, all individual software products are covered by a 90 day warranty from the date of purchase unless otherwise stated, any failure of software products due to misuse of the product or hard disk failure is not covered by warranty, warranty does not cover the damage to other equipment used in conjunction with this equipment, and warranty will be voided if there is evidence that the item has been misused.
Backup
BetterIT recommends regular backups. You are 100% responsible for backing up data, especially in case of events such as failures, product repairs, or returns.
Procedure
Please refer to the Returns Process and sign in to your account to initiate a return against the relevant order. We will then obtain a Return Authorisation number (RA#) from the distributor and forward return instructions to you.
Feedback
Not heard from us?
Please check you junk email settings or contact us again as we may have missed your email.
Suggestions
We are always looking for ways to improve and serve you better. Comments and constructive criticism are appreciated using the Suggestions form.
Positive Feedback & Thanks
Negative Feedback
We try our best to provide you with the rock bottom prices, fast delivery, and the best service, but we do ackowledge that things do not always go right 100% of the time. Please let us know if you are dissatisfied so we can improve in order to serve you better. Please be aware that the supply chain involved is very large and complax and we are not able to control the parts of it we may like to. We are also bound by restrictions imposed by manufacturers and distributors just like any busineses of this type. Please use the Negative Feedback form.
Website Errors
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