BetterIT Australia - Customer Support Centre
We hope to answer your questions immediately below, but please email us if your require further assistance
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Stock Information
Further Discounts
Fees & Costs
Terms & Conditions
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Product Related Information & 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 and contact details are shown when viewing a product.
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.
Compatibility
The onus is on you to ensure compatibility of products. If in doubt, please contact the manufacturer. Contact details can be seen when viewing a product or by clicking Brands near the search box.
Discrepencies
Where there is a discrepancy with our information, the manufacturers own information for that part# will usually be correct. You should always confirm our product information with that of the manufacturer. Information shown on our website is drawn from the distributors database and details or pictures may not be correct.
GST & Tax Invoices
All prices include GST and we are registered to issue VALID Tax invoices. Our ABN is 65 875 389 284. Tax invoices are printed from your account and are saved for up to 5 years for your convenience. We do not send invoices or pricing with deliveries - great for gifts.
Quotes, Saved Orders, and Pricing
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/Quote is available at the end of the process. Pricing and stock levels are valid only on the day the order was saved. Due to our low margins, we may not be able to honour any large price increases imposed by our distributors.
New Products - Australian Stock & Warranty
All items are brand new and shipped direct from Australian Distributors to you. Warranty is handled locally by the manufacturer or their distributor. All items are Australian Sourced - you will not have to ship back to another country for warranty.
Promotion Eligability - Genuine Stock
We only use Australian Distributors and all products are genuine. You should check with us to ensure stock is eligable for relevant promotions.
Why are we so cheap
We cut all possible costs out of our prices and don't run a store front or employ sales people. These cost savings are passed on to you.
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Sydney
02 8214 6600
Brisbane
07 3305 0003
Melbourne
03 9013 9444
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
10:00am - 5:30pm
Order online any time
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Mail
BetterIT Australia
Accounts Processing
PO Box 766
Cherrybrook NSW 2126 |
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Corporate
BetterIT Australia
PO Box 766
Cherrybrook NSW 2126 |
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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
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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 pricing does not include any markup for payment fees. This allows you to choose your own payment option, and also works out cheaper for multiple items. You can avoid fees by using any no fee option. Please refer to Payment Methods for more information.
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!
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 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.
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 and cleared before processing.
Notification of Payment
Notifications and remittance advice is not necessary as orders are processed once payment is received into our accounts. However, if you system requires it, please email to account@betterit.com.au.
Where you have deposited physically at a branch for same day ordering, please email us at Branch.Deposit@BetterIT.com.au 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. 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 reply to the order confirmation email to request.
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Shipping
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We use Secure Couriers with Order Tracking to ensure goods arrive.
Following clearance of payment, delivery is generally
Next Day for most Major East Coast Metro Areas
(A Same Day Sydney Metro option will also be shown if available)
Super Fast Direct Shipping
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 reship. You will find us much faster than most other stores due to this.
Tailored to your postcode
Simply click on the postcode link when viewing a product to set your own postcode and display shipping costs. We don't hit you with inflated shipping on checkout like some of our unscrupulous competitors.
Multiple Item Shipping Discounts
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. You will find us cheaper than most.
Australia Wide Delivery
We ship Australia Wide - wherever a courier can get to. If you are in a remote area and would like to double check, please place an order and send us an email, we'll get back to you before processing. We do not ship overseas due to security of the goods and fraud concerns at this stage.
No PO Boxes - Signature Required
PO Boxes can not be used as a signature is required to ensure delivery and guard against fraud. There must be someone at your address during courier working hours to sign for the delivery.
Address Changes
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.
Failed Deliveries
The goods will be returned to the wharehouse and credit issued less any shipping costs. A new order will need to be placed.
Shipping Refunds
Shipping is non refundable as it is considered akin to spending time and petrol visiting a local shop.
No Pickups
We speed ship direct to you from Australian distributors in various locations and do not offer a pickup service.
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Order Status
Please check your account for updates and current back order status. Information is updated daily.
Order Not Arrived?
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 have been placed on back order by the distributor.
Stock Allocation
Ordering online is fundamentally different to walking into a shop and picking up a product. Orders are processed in a queue, and if stock is low or is very popular, it is sometimes possible to miss allocation of the current stock. Where your order misses out on stock allocation, it will revert to a back order. If this happens, current ETA status can be seen within your account and updates are emailed. At your discretion, we are happy to issue a full refund in this situation or source the product elsewhere if possible (pricing may vary).
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, you are welcome to leave the order/quote in your account for reference or request us to save the order to allow deletion. If your order status is not PROCESSING, the order can still be easily cancelled by replying to the order confirmation email. 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, the item is not able to be supplied, or the eta is unduly extended.
Adding Items or Modifying an existing order
Please request the order be saved to allow changes by replying to the order confirmation email. 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
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
We need confirmation of the fault before returning products and it is essential to contact the Manufacturerfor diagnosis first. Please record a case number, contact person and number so as to expedite any claim.
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 Googlefor 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.
Time Frame
We are constrained by the workload and procedures of the manufacturer's distributor here. Generally allow 1-3 days for a Return Authorisation (RA#) to be issued, and then 7-14 days for the product to be inspected, approved and credit issued. We generally issue a credit or a refund if apporved, as this allows you to place a new order for a faster replacement in the meantime. Pease note that distributors generally do not offer an advance replacement option.
Feedback
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We are always looking for ways to improve and serve you better. Comments and constructive criticism are very much 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 complex 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 & Corrections
Not Heard Back From us? Please check you junk/spam email folder, email us agian, or call us if you think your email may have been classified as junk/spam.
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