Question 1

How and when will I receive my refund?

Accepted Answer

Approved refunds are returned automatically to the original payment method used during checkout. Depending on your financial institution, funds generally appear in your account within 3 to 5 business days.

Question 2

Why was my payment declined at checkout?

Accepted Answer

Card declines commonly happen due to strict bank fraud protections, mistyped CVV/expiry dates, daily transaction limits, or billing postcode mismatches. We suggest verifying your card numbers, trying Apple Pay / Google Pay, or contacting your issuing bank to approve the charge.

Question 3

Is my payment information secure?

Accepted Answer

Yes. Your security is our highest priority. We utilize Stripe — a certified PCI Service Provider Level 1 (the strictest standard in the payment industry). All sensitive data is encrypted with 256-bit SSL. Atech Warehouse never sees or stores your raw card details.

Question 4

Can I apply a promo or discount code to my order?

Accepted Answer

Yes! You can enter any active promotional coupon in the Promo Code field in your shopping cart or during checkout. Your discount will be immediately calculated and reflected in your order summary before making payment.

Question 5

Are prices in AUD and do they include GST?

Accepted Answer

Yes. All prices displayed across Atech Warehouse are in Australian Dollars (AUD) and inclusive of 10% GST . A compliant Australian tax invoice containing our ABN is automatically emailed to you upon payment.

Question 6

What payment methods do you accept?

Accepted Answer

We accept all major payment methods including Visa, Mastercard, American Express, Apple Pay, and Google Pay . All transactions are billed securely in Australian Dollars (AUD) via Stripe.

Question 7

Is it safe to shop on your website?

Accepted Answer

Yes, absolutely. Our platform uses modern 256-bit SSL encryption across all browsing and checkout sessions. Payments are processed securely via Stripe, a PCI-DSS Level 1 certified payment gateway. We never view, store, or process raw credit card numbers.

Question 8

How can I contact customer support?

Accepted Answer

The fastest way to reach our team is via email at support@atechwarehouse.com.au or through our Contact Us form. Our Australian support team responds to inquiries promptly during regular business hours (Monday to Friday, 9:00 AM – 5:00 PM AEST).

Question 9

Where is Atech Warehouse located?

Accepted Answer

We are a proudly Brisbane-owned and operated Australian business . While we operate as an online-exclusive warehouse to eliminate retail markup and keep prices low, our customer care and operations team is based right here in Queensland.

Question 10

Can I cancel or modify my order after placing it?

Accepted Answer

Orders can be cancelled or amended for a full refund as long as they have not yet entered warehouse picking and packing. Because we strive to dispatch orders within 24–48 hours, please reach out to support@atechwarehouse.com.au as promptly as possible. If your order has already departed with the courier, you may return the unopened goods under our 14-day Change of Mind policy upon arrival.

Question 11

How do "Notify Me When Back in Stock" alerts work?

Accepted Answer

When a popular item is temporarily out of stock, you can enter your email address in the alert field on the product page. As soon as our warehouse receives new inventory, an automated notification is sent directly to your inbox so you can purchase before stock runs out.

Question 12

How does the Australian Price Match Guarantee work?

Accepted Answer

We are dedicated to offering the most competitive delivered prices in Australia. If you discover an identical, brand-new product available in stock from an authorized Australian retailer at a lower delivered price (product price + standard shipping to your postcode), we will gladly match it! Simply click the "Found it cheaper? Price Match Request" button on any product page, enter the competitor link and delivered price, and our team will review and approve your price match request.

Question 13

How long does a refund take to process?

Accepted Answer

Once your returned item arrives at our warehouse and passes quality inspection, approved refunds are processed within 2 business days . Depending on your financial institution or card issuer, the refunded funds typically appear in your account within 3 to 5 business days. You will receive an automated email confirmation as soon as the transaction is completed.

Question 14

Are there fees for returning an item?

Accepted Answer

Change of Mind: A 10% restocking fee applies to change-of-mind returns, and original delivery fees are non-refundable. Return shipping is arranged and paid by the customer. Faulty, Damaged or Incorrect Goods: If an item arrives damaged, defective, or incorrect, return shipping is 100% free with zero restocking fees under Australian Consumer Law, and you will receive a prompt replacement or full refund.

Question 15

Can I return an item if I change my mind?

Accepted Answer

Yes! We offer a 14-Day Change of Mind return window. To be eligible: The return request must be initiated within 14 calendar days of delivery. The product must be unopened, unused, in its original packaging, and in resalable condition. Return postage is arranged at the customer's expense, and a standard 10% restocking fee applies to cover warehouse re-inspection and logistical handling. Original delivery fees are non-refundable.

Question 16

What is not covered by the warranty?

Accepted Answer

The warranty covers genuine manufacturing faults and excludes: Normal wear and tear from regular everyday use. Damage resulting from misuse, accidents, negligence, or unauthorized modifications. Damage caused by improper installation or failure to follow manufacturer assembly instructions. Commercial use of products designed and rated strictly for domestic use. Superficial blemishes to external packaging cartons that do not affect the product itself.

Question 17

How do refunds and replacements work under warranty?

Accepted Answer

Once a warranty refund or replacement has been assessed and approved, it generally takes up to 2 business days to process . We will notify you via email as soon as your replacement is dispatched or your refund is initiated. Note: A refund or replacement will not be provided if products have been misused, mishandled, or mistakenly installed. Customers are responsible for following the instruction manuals and guidelines provided by the manufacturer.

Question 18

What happens if my product is damaged or missing a part on arrival?

Accepted Answer

Warranty applies to items that arrive damaged (DOA) or fail to function upon initial usage: If an item is damaged or faulty: Please take clear photos or a short video demonstrating the fault/damage along with photos of the packaging, and contact us at support@atechwarehouse.com.au promptly. If a part appears to be missing: Please check all packaging materials, inner boxes, and carton corners thoroughly first, as small hardware and screws can easily shift loose during transit. If the piece cannot be found, locate the part letter/number in the assembly manual and email us so we can arrange free replacement parts. Important: Warranty does not cover normal wear and tear, damage caused by customer misuse or improper assembly/installation, or superficial damage to external shipping packaging only. Please do not return any item to us without prior written confirmation and approval.

Question 19

Do you offer a warranty on your products?

Accepted Answer

Yes. At a minimum, most products across our store include a 12-month manufacturer warranty from the date of delivery, unless stated otherwise on the individual product listing. Some selected premium items are provided with an extended warranty. Warranty covers products found to be faulty, defective in materials or workmanship, or damaged upon arrival. (Accessories or bonus gifts are excluded unless stated otherwise on the listing). Please refer to the individual product listing for the exact warranty timeframe. In addition, all goods are backed by statutory consumer guarantees under the Australian Consumer Law (ACL) that cannot be excluded.

Question 20

Why did I receive only one part of my order?

Accepted Answer

To guarantee the fastest possible dispatch, items in a multi-product order may be fulfilled from different specialized Australian partner warehouses. If your items originate from different facilities, they will be dispatched independently with separate courier tracking numbers. You will receive an email update for each package as it departs.

Question 21

How are shipping costs calculated?

Accepted Answer

Shipping costs are calculated dynamically at checkout based on your delivery postcode, parcel dimensions, and total shipment weight. Products marked with the Free Shipping badge ship at zero additional cost to eligible Australian metropolitan and regional delivery zones.

Question 22

Can my order be left in a safe place if I am not home (Authority to Leave)?

Accepted Answer

Most standard parcel deliveries are dispatched with Authority to Leave (ATL) enabled by default. If no one is home, the driver will leave the parcel in a safe, weatherproof location on your property (e.g. front porch, carport, or behind a gate) and take a photo as proof of delivery. If the driver deems the location unsafe or inaccessible (e.g. locked gates, aggressive pets, apartment security intercoms), a card will be left directing you to collect the item from the nearest local post office or depot, or arrange a re-delivery.

Question 23

Do you deliver to PO Boxes and Parcel Lockers?

Accepted Answer

Small and lightweight parcels fulfilled via Australia Post can be delivered to PO Boxes and Australia Post Parcel Lockers. However, bulky, heavy, or oversized items (such as furniture, fitness equipment, or large home goods) are transported by commercial road couriers (e.g. Allied Express, Toll, Aramex) and strictly require a physical street address . We cannot deliver large goods to PO Boxes, Parcel Lockers, or Locked Bags.

Question 24

How long will it take for my order to be dispatched?

Accepted Answer

Orders are typically processed and dispatched from our partner distribution warehouses within 24–48 hours (excl. weekends and public holidays) . Once your order has been packed and handed over to the courier, an automated email with your tracking number and carrier link will be sent to your registered email address.

Question 25

Do you ship internationally outside Australia?

Accepted Answer

No. Atech Warehouse operates exclusively within Australia and ships to Australian residential and business addresses. We do not provide international shipping or overseas freight forwarding at this time.

Question 26

My tracking status says "Delivered", but I haven't received my package. What should I do?

Accepted Answer

If your carrier tracking status indicates delivered but you cannot locate your parcel, please check the following common scenarios first: Check proof-of-delivery photos: Click the carrier tracking link in your email to see if the driver uploaded a safe drop delivery photo. Inspect safe drop locations: Drivers often place parcels in sheltered spots out of street view (e.g. behind veranda pillars, carports, side gates, or behind meter boxes). Check with household members & neighbours: Another resident or neighbour may have accepted the parcel on your behalf. Look for a collection card: If safe drop wasn't possible, a calling card may have been left directing you to your local Australia Post outlet or courier depot. If you still cannot locate the parcel after checking these areas, email us at support@atechwarehouse.com.au and we will initiate an official carrier search and investigation on your behalf.

Question 27

Can I change my delivery address after placing an order?

Accepted Answer

If you notice an error in your delivery address, please contact us immediately at support@atechwarehouse.com.au with your order number and the corrected street address. Because orders enter automated packing queues shortly after payment, we can only update addresses before the courier dispatch label is generated . Once an order has departed the warehouse, address redirections must be requested directly through the courier's online tracking portal using your tracking number.

Question 28

Can large or bulky items arrive in multiple separate cartons or deliveries?

Accepted Answer

Yes. Large or modular items frequently ship in multiple boxes under separate tracking sub-consignments. For example, bed frames, outdoor furniture sets, or gym stations may consist of 2 to 5 distinct parcels (Carton 1 of 3, Carton 2 of 3, etc.). Courier sortation facilities process boxes individually based on conveyor sizing and weight. Occasionally, one box may be loaded onto an earlier delivery van while remaining boxes follow on the next run. If you receive a partial delivery of a multi-box item, the remaining parcels typically arrive within 1–2 business days . You can check the consignment breakdown and box counts directly inside the carrier tracking portal link sent to your email.

Question 29

Will couriers deliver bulky or heavy items inside my property or upstairs?

Accepted Answer

No. Couriers provide standard ground-floor / curbside delivery only. Due to Australian Work Health & Safety (WHS) regulations and courier freight insurance policies, delivery drivers are strictly prohibited from: Entering private residential dwellings, apartments, or backyard premises. Carrying heavy parcels upstairs, in elevators, or through steep access pathways. Unpacking boxes or providing furniture assembly. Delivery will be completed to the nearest safe, accessible ground-level location (such as your front porch, driveway, or garage). If you have ordered large or heavy items (e.g. furniture, large equipment), please ensure you have capable assistance ready to move the boxes inside your home.

Question 30

Which couriers do you use for delivery?

Accepted Answer

Our distribution network works with leading Australian freight and courier specialists to ensure safe, timely delivery tailored to parcel size, weight, and destination: Australia Post & StarTrack: Standard and Express parcels, PO Boxes, Parcel Lockers, and regional/remote Australia. Aramex & CouriersPlease: Fast metropolitan parcel delivery with Authority to Leave (ATL) and signature options. Allied Express, Direct Freight Express & Border Express: Heavy, bulky, and oversized freight with SMS/phone pre-delivery notifications. Team Global Express (formerly Toll IPEC) & Hunter Express: Interstate road freight and specialized heavy consignments. Sendle & TNT Australia: Domestic parcel and business-to-consumer delivery networks. The optimal courier is chosen automatically at dispatch depending on item weight, package dimensions, destination postcode, and carrier capacity.

Question 31

How long will delivery take after my order is dispatched?

Accepted Answer

Standard delivery times vary based on your destination postcode across Australia: Metro East Coast (Sydney, Melbourne, Brisbane, Canberra): 2–5 business days Adelaide & Regional NSW/VIC/QLD: 4–7 business days Perth, Tasmania & Regional SA/WA: 5–9 business days Remote & Regional Areas (NT & Country WA/QLD): 7–12 business days Orders are dispatched from our partner distribution warehouses within 24–48 hours (excl. weekends & public holidays) . You will automatically receive a tracking link via email as soon as your parcel is scanned into the courier depot. Note: While the above represents our baseline delivery estimates, certain specialized, heavy, or custom supplier items may require additional handling or transit time. For the most accurate estimate, the specific delivery timeframe (ETA) is also displayed directly on each individual product page.

Question 32

How do I know the cutoff date to receive my order before major holidays (e.g., Christmas, Easter)?

Accepted Answer

Prior to major peak seasons (such as Christmas and Easter), we post recommended courier cutoff dates on our top announcement banner and order checkout pages. To avoid transit congestion with national carriers, we always recommend placing holiday orders at least 7–10 business days in advance for metro areas and 10–14 business days for regional or remote postcodes.

Question 33

What happens if a public holiday is specific to only certain Australian states (e.g. Melbourne Cup, Labour Day, WA Day)?

Accepted Answer

Because our dispatch hubs and courier distribution centers operate across multiple Australian states, regional or state-specific holidays may affect transit depending on the route: If the dispatch warehouse is in an affected state, packaging and collection pause for that day. If your delivery destination is in an affected state, local courier delivery vans will resume the following business day. Interstate linehaul routes continue running where permitted.

Question 34

Why hasn't my tracking number updated during a public holiday?

Accepted Answer

If you received a shipping confirmation right before or over a public holiday, your shipping label has been generated and your parcel is packed. However, tracking milestones only update once courier drivers perform their initial depot scans on regular business days. Please allow 24–48 hours after the holiday for the courier tracking portal to show live transit scans and estimated delivery dates.

Question 35

Can I still place an order during a public holiday or long weekend?

Accepted Answer

Yes, absolutely! Our online store and checkout are open 24/7, 365 days a year. You can browse, apply promo codes, and complete your order at any time. Your items will be safely reserved in our inventory and queued for priority packing as soon as our warehouse team resumes operations on the next business day.

Question 36

How do Australian public holidays affect order dispatch and delivery times?

Accepted Answer

Our warehouse and major Australian freight partners (including Australia Post, Aramex, and Toll) observe all national and state-gazetted public holidays. Dispatch: Orders placed on or immediately before a public holiday will be prepared and dispatched in sequential order starting the next available business day . Transit: Couriers do not operate linehaul or residential deliveries on public holidays, which may add 1–2 business days to standard transit times. You will automatically receive your tracking link via email as soon as your parcel is scanned into the courier depot.

Frequently Asked Questions

Fast Dispatch

14-Day Returns* (terms apply)

12-Month Warranty on selected items*

Secure Payments