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We have collated and organised most of our information into a Frequently Asked Questions (FAQs) format shown below for your quick and easy reference. Please do not hesitate to Contact Us if you do not find any answers to your questions below. |
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JUMP TO: |
1. Our Business Details & Information
2. Product Catalogue Browsing & Ordering
3. Payment Information
4. Customer Accounts & Security
5. Shipping, Delivery & Customer Pick Ups
6. Product Returns, Warranty, Service & Support
7. Feedbacks & Complaints
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| 1. OUR BUSINESS
DETAILS & INFORMATION |
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| 1.1 Do you have a physical retail store for me to visit? |
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We do not have a regular retail
store for customer browsing but
we do have an office
conveniently located next to
Westfield West Lakes Shopping
Mall in West Lakes, Adelaide
for customer pickups and
pre-arranged appointments. Our
full location details can be
found under our
Contacts
Us Page. |
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| 1.2 Are you an Australian-owned business? |
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We are 100% Australian-owned business right here in Adelaide, South Australia and most if not all our distributors are based in Australia as well. |
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| 1.3 Do you have an ABN/ACN? |
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Yes. Our ABN is clearly
displayed on all our Order
Quotes & Tax Invoices. |
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| 1.4 Are you a true online-only business? |
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While we aim to be a true online business to be able to offer you competitive product prices, we also try to maintain a physical point of contact for customers who
wish to communicate with us in person for enhanced person to person customer service. |
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1.5 Are your products brand new and come with genuine with local warranty? |
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All our products are brand new from local distributors and carry manufacturer’s standard terms of warranty that is found elsewhere in other retail outlets.
If any of the products we carry is not brand new such as a refurbished or second-hand product, we will explicitly show it on our Product Catalogue.
While we may source for cheaper products elsewhere we will ensure all brand new products will carry standard terms of warranty.
We understand that no one wants to buy a brand new product with no warranty. |
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1.6 Why are your prices cheaper than other retail stores or even some other online stores? |
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We try to offer our products at competitive prices simply because we have lowered our operational costs as much as we can while keeping a practical profit-margin. |
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1.7 Do you offer price matching of any sort and what are the terms and conditions behind this? |
We have incorporated price matching right from the start. Customers have the choice to request a best price from us BEFORE they purchase any products from us.
Please not that we do not offer price matching AFTER sales but BEFORE sales only.
We DO NOT guarantee but only try to price match or offer you a better
price and due to the fluctuating nature of IT product prices and stock level, we cannot always match our competitor prices especially when they have mega-sales
or run-out model sales.
To request for price matching or better price, you must supply us the following details:
a) Competitor’s business name
b) Where you saw this product (retail store address or online catalogue)
c) Product must be identical to the one in our catalogue with same warranty, model, colour and etc
d) Competitor must have this product in stock
e) Product must not be a grey/parallel import or from eBay
f) Product must not be under specials, promotions, deals, bundles, run-out models and etc.
Also note that shipping costs needs to be factored into your final price as sometimes other online retailers tend to have lower product prices but higher
shipping costs. We do not make profit from shipping and if you paid more than the actual shipping charges during delivery, we will refund you back the difference! |
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1.8 Where can I find your contact information? |
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All our contact information can be found under the
Contact Us page. |
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| 2. PRODUCT CATALOGUE BROWSING & ORDERING |
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2.1 How are your products categorised? |
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Our products are categorised in a 3 level format as follows, Product Classification
> Product Type > Product Manufacturer. You can click on the Product
Type or Manufacturer to view the products. |
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2.2 Do you have a product search feature? |
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Yes we do. It is situated at the top right under the menu bar on all our pages. You can type full or partial product name, model number or description
to search for the product you are looking for. |
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2.3 Are the product prices, images and description 100% accurate? |
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While we attempt to be as accurate as possible, we do not warrant that our product prices, images, descriptions including warranty information is 100%
accurate, complete, reliable, current, or error-free. Mistakes could occur unintentionally on our website due to human or system error and we will aim
to correct such mistakes as soon as possible upon discovery by you or us. If product warranty information is the deciding factor for your purchase,
please contact us or visit the product manufacturer's website for accurate information. |
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2.4 How do I view and/or update my shopping cart? |
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You can view your shopping cart anytime by clicking on the ‘Shopping Cart Icon or the text beside it’ on the left of the Product Search function under
the menu bar. You can add identical item or remove an item by clicking on the ‘plus’ or ‘cross’ respectively. |
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2.5 Do I have to agree to your Terms & Conditions before placing an order? |
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Yes. This is to protect you the customer and ourselves, Flexible IT Store from any possible misunderstandings, unwanted downtime and possible legal situations.
We would like to be in ideal scenarios all the time but unfortunately this is not possible and we have to ensure all our customers know their rights and
our terms and conditions. If you do not understand or agree to our terms and conditions please contact us. |
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2.6 Am I obligated to make payment after submitting my order online/checkout? |
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No. All orders are treated as
quotes until payment is made.
Our online store operates
slightly different where upon
checkout you do not have to make
any payment. We will get back to
you ASAP on the final quote
offer after confirming prices,
stock level, shipping methods,
shipping charges and price
matches for you to consider. You
pay ONLY if you are happy with
the final quote offer, if not
simply ignore it. |
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2.7 I do not see product stock level on your catalogue, are all the products in stock? |
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Yes and No. As we have several distributors each having their own stock control methods, it becomes time consuming and not cost effective to monitor their
stock levels and update it on our website. As such as we tend to list only the popular products and check stock levels after you have placed your order.
We will get back to you ASAP on the final quote offer after confirming prices, stock level, shipping methods, shipping charges and price matches for you to consider. |
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2.8 How long is your final quote offer valid for? |
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Normally THREE (3) days but do check with us if you wish to make payment after THREE (3) days of final quote offer. |
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2.9 How long does it take to process an order? |
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We aim to process all orders as soon as possible within 1 to 2 hours during normal working hours BUT please allow up to 12 to 24 hours for
certin orders due to possible system or communication downtime. |
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2.10 What happens if I already made a payment and the product is out of stock? |
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If any of the product(s) is out of stock after you have made payment, we will contact you and inform you the new stock arrival date.
You can either decide to wait for the new stock to arrive or get a refund. Please note that separate shipping charges may apply for new stocks that
are outside your original order if not shipped together. |
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2.11 Can I cancel an order? |
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If you have not made any payment, you can cancel your order anytime. If you have already made payment, as long as we have not shipped the product to
you, we can try to cancel it for you without incurring any charges such as re-stocking fee but we process order cancellations on a case by case basis as
different distributors have different policies on order cancellations. If you need to cancel your order please contact us as soon as possible.
We will usually refund your money back as soon as possible after you confirm your cancellation. |
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2.12 Can I book or reserve a product? |
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Unfortunately we are unable to do this due to the service agreements we have with our distributors. |
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| 3. PAYMENT INFORMATION |
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3.1 What payment methods do you accept? |
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Currently we accept, Bank Transfers, over the counter Bank deposits and PayPal. We will be adding other payment options such as BPay, Visa and Mastercard
credit card processing in the future. We do not accept cheque. |
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3.2 Do certain payment methods attract surcharges? |
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All PayPal and credit card payments will usually attract a surcharge between 1% to 3%. Actual surcharge will be explicitly shown on your order. Bank transfers
and over the counter deposits do not attract additional charges. |
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3.3 Why are there surcharges for certain payment methods? |
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We operate on a very low profit margin and certain payments methods such as PayPal and Credit cards require us to spend more to provide these services.
If we do not add the surcharge we will not be making any profit and maybe even a loss for certain products. If our sales turnover grows significantly,
we will look into removing these surcharges. You can utilise Bank transfers to
not incur surcharges. |
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3.4 What are the processing times for bank transfers/transactions? |
Bank transfers/deposits within Commonwealth Bank – within 24 hrs
Bank transfers/deposits from other Banks – up to 48 hrs
You could also email us your bank transfer receipt with your order number reference and we might be able to process your order without waiting for complete
clearance from the bank. |
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3.5 Is there anything I need to know about bank transactions? |
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Please use your order/invoice number as your reference for all bank transactions so that we can identify and process your payment quickly and efficiently. |
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3.6 What is your bank detail? |
Bank Name : Commonwealth Bank
Account Name : Flexible IT
Account Number : 10279308
BSB
Number : 065 151 |
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3.7 What is your PayPal account? |
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Our PayPal Account : paypal@flexibleit.com.au |
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3.8 Can I pay cash upon pick-up? |
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This is only available to repeat customers on a case by case basis at this stage. |
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3.9 Do you have EFTPOS and/or Credit Card terminals at your pick-up location? |
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No unfortunately. |
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3.10 Do you have secure online platform systems for payments such as https or SSL? |
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Yes we do and we have shared SSL certificate with
GeoTrust. However, we do not utilise this at the moment as we do not accept online credit card
payments at this stage. |
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3.11 Do you offer instalment payments? |
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Sorry, we do not offer instalment payments. |
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| 4. CUSTOMER ACCOUNTS &
SECURITY |
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4.1 Do I need an account with you and how do I create one? |
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For general browsing you do not have to create an account with us however if you want to place an order please create one. Creating an account is
very easy and non-intrusive. We will not ask you tonnes of questions but just basic information to be able to process your order.
You can create an account free of charge by clicking on the ‘Create an Account’ link on the top left under the menu bar or click
HERE. |
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4.2 Is my information safe with you? |
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We respect your privacy and we do not give your email address to anyone. We have designed our database to be as secure as possible to the best
we can within our development team so that your information stays safe with us. Please read our
Privacy policy below for more information. |
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4.3 Do you store my credit card information? |
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We do not store any credit card numbers on our database and if we do offer real-time credit card processing in the future, we will follow industry
guidelines to ensure your online safety. |
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4.4 What other features can I expect if I have an online account with you? |
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If you have an account with us, you can login to your account anytime to view real-time orders, order statuses, retrieve previous invoices, view shipping status, signup
for newsletters and more! |
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4.5 Can I close my account with you? |
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Yes you can. Simply login to your account
at the bottom there will be an option for you to close your account. If that fails, simply contact
us to close you account. |
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| 5. SHIPPING, DELIVERY & CUSTOMER PICK UPS |
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5.1 Who do you use for shipping? |
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We use several couriers, drop-shipping directly from distributors and even deliver ourselves if your orders are urgent and if we have resources
available within Adelaide metropolitan areas. |
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5.2 Do you make profit from shipping? |
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No. If you paid more than the actual delivery cost, we would try to refund you the difference. |
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5.3 Can I pick-up my orders from you and are there any charges for this service? |
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Customers can pick up their orders from our office at specific times. We can remain open till 7pm on certain days for you to be able to pick up
your order after standard working hours. Currently our pick-up handling fee is from $4 to $10 depending on the size of the order.
As our sales grow, we will be looking into abolishing this fee. Full details will be available on our final quote offer. |
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5.4 Do you service/ship to other states
within Australia? |
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Yes. Most of our distributors have branches in other states too and we can arrange drop shipping to your address. |
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5.5 Do you service/ship outside Australia? |
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No. |
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5.6 Is your online shipping estimate calculator accurate? |
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Our online shipping estimate calculator is not 100% accurate but shows a general cost to ship product(s) based on their final weight and
destination postal code. You will receive a more accurate shipping cost once we have prepared your final quote offer. |
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5.7 How long does my order take to be delivered? |
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Usually it takes 1-3 working days from the time payment is cleared to have your products delivered to you as long as the product(s)
are in stock. If you require the product(s) urgently delivered to you, please let us know in advance and we can deliver the product ourselves
if possible even on the same day as long as the delivery address is within Adelaide metropolitan areas. |
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5.8 What if there is no one to receive the product delivery? |
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Please provide a delivery address where there will be someone to receive and sign for the delivery during normal working hours.
We will not be responsible any re-delivery charges that may occur or if you are required to collect the product from the courier’s depot.
If the product is shipped back to us, we have the right not to ship it until re-delivery charges are paid in full. |
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5.9 What if a wrong product is delivered to me? |
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If a wrong product is delivered to you, please contact us immediately at support@flexibleit.com.au WITHIN TWO (2) working days.
Product packaging MUST NOT be opened or damaged or else a refund or replacement may be void. A replacement is usually sent out to you as
soon as possible and if the product is not in stock you may be entitled to a full refund. |
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5.10 Does your shipping include insurance? |
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All products shipped DOES NOT include shipping insurance by default and if shipping insurance is required, you MUST request for it
BEORE finalising your order with us. We recommend you to obtain shipping insurance for expensive products should something go wrong. |
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5.11 What if my product is damaged during shipping? |
For product deliveries, BEFORE signing for any delivery consignments, customers or their representative should perform a quick visual
inspection of the product packaging to observe any unusual dents, punctures or other abnormalities that could indicate the product(s)
contained within could be subject to possible damage.
If the delivery consignment is suspected to be damaged, the courier’s Proof of Delivery MUST NOT BE SIGNED or else any claims of product
damage due to shipping will be rendered void.
If there is no option or facility to reject the delivery, please kindly ask the courier representative for alternate solutions such as
marking the delivery as ‘Subject to Inspection’ and etc.
Get all the delivery consignment’s details and the courier company’s contact numbers.
Contact the courier company immediately and inform them of the situation and obtain instructions from them on what to do next and do not
forget to get a reference number for your case.
After this, please email us at support@flexibleit.com.au all the details including the reference number provided by the courier company
and we will try to process your claim as soon as possible. |
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| 6. PRODUCT RETURNS, WARRANTY, SERVICE & SUPPORT |
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Please see our ‘SUPPORT’ page for more information on this section. |
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| 7. FEEDBACKS & COMPLAINTS |
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| 7.1 How can I reach the owner of Flexible IT Store for any direct feedbacks and complaints? |
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Please send your feedbacks and complaints to ‘contact@flexibleit.com.au’. The managing director of Flexible IT Store will receive
a copy of all emails sent to this email address. |
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