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Shipping & Returns

Delivery Policy

 

Physical goods

After ordering online, you will receive an email confirmation, containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. After cleared payment has been confirmed, we will process the dispatch the goods within 24 hours (weekends excluded), if the item(s) are in stock we will despatch via well-known courier companies within the estimated time; however if goods are unavailable, delivery will take a little longer. If you wish to query a delivery, please contact us at admin@ithwonline.com.au.

 

Digital Delivery

After ordering online, you will receive an email confirmation, containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. After cleared payment has been confirmed, we will process the order within 24 hours (weekends excluded) for vendor to provide the licence key and/or download location. After the vendor has provided the information we will send you’re the software/license/access code via email. If you wish to query a delivery, please contact us at admin@ithwonline.com.au.

 

Shipping

We only use person to person delivery services that require a signature. We recommend only sending your goods to an attended address to avoid delays and possible reshipping or redirection charges. We cannot deliver to PO Boxes. We also cannot leave goods at your house without a signature. On some small inexpensive items, we may at our discretion use delivery services which do not require a signature. Generally we will indicate if this is the case. We may not be able to deliver to some island addresses, if we do so and there are extra charges incurred to yourself to collect goods, such as from barges, contractors, couriers, collection agencies or any other charges due to your location, the customer bears full responsibility for any such charges and they will not be payable by us.

 

General Delivery Guidelines

Delivery guidelines begin AFTER goods are despatched*.

Normal delivery times for items in stock are 1-3 days from receiving payment, for most Metro Areas. These timelines are guidelines only. We do not take any responsibility for any delays in shipping, as once goods depart us they are in the hands of a third party courier, whose operational capacity is outside our direct control. Where possible we provide courier tracking numbers to customers via email, you can then contact the relevant courier to track your shipments. We will of course do our best to assist with any logistics issues that might arise.

  • East Coast Metro areas – usually 1-3 working days*
  • Country NSW / Victoria usually 2-4 working days*
  • SA/Country QLD usually 2-5 working days*
  • WA Metro usually 3-7 working days*
  • All other areas – Please ask us for an estimate.

We ship goods directly for our wholesaler supplies warehouse and the warehouse are all over Australia, if your goods are available in the local warehouse the delivered will be much faster.

Please note that Delivery Times are not guaranteed, they are guidelines only and reflect the normal reasonable expectation of that guideline. Weekends are excluded.

We deal with 3rd Party Couriers/Post for all deliveries and while our delivery estimates are made in good faith, sometimes situation may occur that are outside our control, we do not warranty exact delivery times.

 Out of stock items are listed by our wholesaler as out of stock, but still able to be ordered, we recommend checking with us prior to ordering these items, as estimated lead times in our industry can vary. If an item is found to be no longer be available, we will refund promptly.

 

Loss and Damage

Signing for Delivery - The customer/receiver is responsible for making sure that either they or the person accepting the delivery inspect the goods prior to accepting the delivery and signing the Proof Of Delivery (POD) document. If we are instructed to deliver to an address where someone else may be signing for the goods, we recommend passing these instructions on to receptionists or others likely to accept goods on your behalf, to prevent them signing for damaged goods on your behalf, to prevent any issues. Each delivery of goods should be checked for completeness (i.e. the received goods are as per accompanying Consignment Note, some orders may be delivered in separate deliveries, so checking the consignment note is the best way to ensure everything in that specific delivery has been received. Your order confirmation or Tax Invoice, may not be delivered in full in one delivery if multiple services are needed) and any transit damage before signing for said goods. Failure to inspect the goods prior to signing the POD will result in voiding of any insurance against loss or transit damage.

When you sign a Proof of Delivery (POD) document, you are confirming that the consignment has been delivered in full and in good condition (i.e. no visible/apparent physical damage). The Proof of Delivery should only be signed once the goods have been inspected and deemed to be in good condition, as a clean signed POD will void any insurance against loss or transit damage.

If a shipment arrives with a damaged carton or item, the delivery should either be rejected with POD not signed or the POD must have the exact damage noted on it as you sign for the goods, including any carton identifier available, signature, name and date as above. If this information is not provided the POD will be treated as clean and will void any ability to claim loss or transit damage against shipping insurance.

 

Shipping Fees and Charges

We do not have extra fees attached to shipping cost - the cost shown is what the carrier charges us to ship your order. Please also note that the "Shipping Cost" is an estimated cost composed by the system calculating the weight of items. We always attempt to get you the best price we can for shipping, if the cost of shipping greatly exceeds what we have charged, we may contact you in regards to this. We may be able to reduce costs on some bulk orders.

 

Additional Fees and Charges

If we incur extra delivery charges due to someone not being home for delivery, using a wrong address, or any other decisions made by yourself, these may be passed on to you at our discretion. This includes other unforeseen charges that are the fault of the customer.

 

Refund & Returns Policy

 

Statutory Rights

No Policy of ours is intended to limit any rights or remedies customers may have under the Australian Consumer Law (ACL).

 

Refunds

You may be able to cancel the order before the item(s) are requested to be dispatched. You can contact us via admin@ithwonline.com.au email address. We do not take responsibility to cancel the order. So please research the products carefully before placing an order, including the manufacturer’s website. If you notice and contradictions in the product description, please contact us before ordering and we can confirm the exact specifications, colour etc. that you are ordering. I.E. if the picture is black, but description says white, it is likely the item is white, please contact us to confirm – Or if a specification is listed twice, IE 1TB and 2GB HDD. We usually do not provide refunds or exchanges for incorrectly ordered goods or for changes of mind. We do not take any responsibility for incorrect choice of product or for any hardware/software compatibility issues. There any many manufacturers in our industry and sometimes they may issues working together or may not work with the specific purpose you had in mind, or may not be designed to act in this way. The purchaser is ultimately responsible for researching the product and selecting the appropriate product to meet their requirements. If at our sole discretion, we decide to accept non-faulty goods for a refund, a re-stocking fee may apply and other non-refundable costs that we have incurred (i.e. Credit Card Handling Fee and Freight Costs) will be passed on to you.

A restocking fee of 20% within 7 days, 30% within 14 days, and 40% within 30 days will be charged on all return goods which are not faulty. Some of the items cannot be returned. So please ensure that you order the correct items. No refunds after 30 days of purchase. All discrepancies with your purchase must be notified within 24 hours. 

There will be no credit given on order price difference, due to price drops. Please select carefully at the time when you place your order.

Any incorrect, missing or damaged items received must be reported to us within 24 hours of you receiving the delivery. (Please quote the invoice number for reference).

 

Return of Faulty Goods (Under Warranty)

BEFORE returning any faulty goods to us you must email us as much information as possible about the fault / problem. Before contacting us we suggest troubleshooting with the manufacturer, as many faults are user error and can be solved with a quick phone call. Once contacted, we may require you to contact the manufacturer and obtain a case number to verify the fault, before we proceed with accepting your return and providing you with the appropriate address and Return Authorisation Number to use to return the goods. Please note if you send the goods to the wrong location before we have provided such information, you will be liable for delivery costs and any loss or damage arising from this action.

All returns require a “Return Authorisation Number” The RA Number is valid for 14 days from the date of issue, in which time the faulty goods must be received by our Service Centre. The RA Number MUST be clearly displayed on the return package. Any goods returned without an RA Number will be not accepted and shipped back to you at your expense. Depending on the item we may require that it is returned with all original accessories. Our Service Centre reserves the right to reject incomplete or not properly packaged items. Please do not deface product boxes with any text, writing, heavy sticky tape or other such measures, please write RA numbers on outside packaging, packing paper, address labels etc. Please do not write on the product box.

A refund for the amount paid for the item or a replacement item will be provided at our discretion for any goods returned under store warranty. A refund or replacement item will only be issued once the faulty item has been received and tested for the specific fault / problem specified in the Return / Warranty Claim and found to be faulty. If the item is not faulty as described we may pass on any such shipping and non-fault found charges that are applied to us, beginning with a minimum of $50.

 

Dead-On-Arrival (DOA) Products

Items that are dead on arrival should be attended to immediately to ensure a speedy and successful resolution for everyone, please contact the manufacturer to confirm the fault where possible, then contact us to help you resolve the problem.

 

FREE Returns*

We want to give you peace of mind with your purchase that you won’t be out of pocket for tested proven faulty items that are no fault of your own! Once an item is confirmed to be DOA we will arrange to have it returned or reimburse return shipping to you (after you send it back), depending on which option which ensure a speedier resolution and other circumstances that may be considered such as costs and location.

 

Return of Non-Faulty Goods

Services centres receiving faulty goods will test items thoroughly. If items are found to not be faulty or have suffered intentional or unintentional physical damage (I.E. Pins on CPUs and Motherboards) a service fee of Minimum $50 will be charged and items will be shipped back at your own expense. If expenses are not paid within 30 days, we may sell the goods damaged or undamaged to recover costs. Any freight paid by us to get a non-faulty item back will also be owing.