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Frequently asked questions

Here are some of the most Frequently Asked Questions that EMPR receive.


Ordering
Q. How do I know my online order was successful ?

A. You will receive a confirmation email with your order details. If you see any errors please reply to the email as soon as possible so we can fix it up.

Q. Can I cancel my order ?
A. This will depend on what stage the order is at. If the items are specially ordered items or the order has been dispatched we cannot generally cancel the order. To apply for an order cancellation online, fill in the Order Cancellation Form

Cancellation or Restocking fee of $30.00 Ex GST or 30% (whichever is greater) may apply to cancelled orders.

Q. I have ordered the wrong part, can I send it back for a credit ?

A. This will depend on what the part is and what state it is in. If the part was specially ordered for your order we generally cannot accept it back. Likewise if the box it was shipped in has been opened we cannot accept it back. Please refer to our Terms and Conditions.

Q. Why do your prices change ?

A. Our pricing is updated several times a month and based on the price feeds from our suppliers. Their pricing can be affected by such things as the exchange rate and world wide stock availability.

Q. Why are so many parts not in stock?

A. EMPR lists over 500000 distinct parts available from our Technology partners, it is not practical to hold all of them in stock. Please Note: Occasionally, when we receive orders for parts, and we order them from our Technology Partners, they are no longer available due to going end of life or stock shortages. We will try to find you a substitute but this is not always possible and the order may need to be cancelled with any funds paid being returned.


ES Parts

Q. Are parts with an ES suffix, genuine spare parts from the manufacturer?

A. Yes

Q. In what condition are the ES parts supplied?

A. Most of the time these are new sealed spares, however for older and harder to supply parts, these could be new bulk or refurbished.

Q. Do the ES parts carry a 12 months RTB warranty the same as the non ES part?

A. Yes

Q. Why is the ES part generally cheaper than the original part equivalent?

A. This can be for various reasons, such as EMPR has taken a large stocking bulk purchase of product and re-packaged or part is already EOL and we need to use one of our extensive trusted partners to procure the part.

Q. Why is EMPR offering an alternative product?

A. After detailed analysis of all our in-depth customer surveys, it has become quite evident that people want choice in selection of their parts. This is not just around price but also availability. With our almost 2 decades of experience, we are drawing on our extensive lists of genuine suppliers to procure the right product at the right price within a satisfactory delivery time.


Payment

Q. What payment options do you have ?

A. EMPR currently accepts the following payment methods - Visa | Mastercard | Amex | Paypal | Direct Deposit | Cheque | BPAY | Eftpos or Cash on Pickup

Q. I am paying by Cheque / Direct Deposit, can my order still be shipped the same day ?

A. Usually No, Cheques and Direct Deposits must clear before goods will be shipped or released for pick-up. Credit card details or direct deposit/cheque need to be received before goods will be allocated/ordered on your behalf.

Q. What is 3D Secure?

A. 3D Secure is a security feature offered by some credit card providers to verify that you have authority to use the card. You may be asked to enter a code, provided by text message at the checkout. 3D Secure is better known as “Verified by Visa’ and “Securecode by Mastercard” You can request this feature from your card service provider by contacting them.

EMPR recommend using 3D secure when ordering. Orders placed without Securecode or Verified by Visa are subject to additional checks by our team which may result in delays to shipping your order. In some cases an order may be cancelled and refunded and we may request that you complete your purchase using an alternative payment method.


Shipping

Q. Can I pickup my order ?

A. Yes, you may pick up your order from our warehouse. You will receive an SMS or our Customer Service Team will notify you when your goods are ready for collection.  We only accept cash if paying during pickup (please bring as close to correct amount), otherwise you can pay by Credit Card, Paypal or Direct deposit when placing your order, Direct Deposits must clear into our bank account prior to pick-up.

Q. Can the Courier call me before arriving with the delivery ?

A. No, Courier drivers have informed us that they cannot call before arriving for delivery, due to time and safety issues.

Q. Can I have my order left on my verandah etc ?

A. No, deliveries cannot be left without a signature, please make sure the delivery address has someone available to receipt and sign for the order. We use an external courier who will not deliver goods without obtaining a signature. This is part of the track and trace service they offer.

Q. Can you deliver to my P.O. Box ?

A. Yes we can, although only when the part is shipped via eParcel by Australia Post. If you require same day or courier delivery this will not be possible.

Q. Can you combine my deliveries ?

A. Due to our warehouse running multiple parts allocations during the day this is not possible. This has been done to get as many parts out as possible each day and reduce delays.

Q. Can you ship my order overseas?

A. Due to our agreements with our Technology Partners, we cannot ship orders overseas. We do have global offices which may be able to help you, please visit http://www.emprgroup.com for information on these. Otherwise, you could order and send your order to a local agent or friend that can on forward to you.


Technical

Q. My discounted price is not showing up, I am just receiving the retail price ?

A. To receive the discounted price you need to login. If you do not login, the discounting can still be applied to the items in your cart when you login at the checkout stage. If the price does not change then, your online account may not be linked to a discount, if you believe you are entitled to a discount from EMPR please contact us.

Q. Why does the search function not find what I want ?

A. Due to the number of parts and various part numbers, substituted part numbers and parts descriptions this is not always possible. Tip Search by the product model number or part number for best results. Descriptions searches should be the last resort.

For further assistance with service parts information, or to determine the best repair strategy for your product, please refer to the resources listed on our contact page.

Q. I get a cookie warning from my browser. What now ?

A. The e-commerce system requires cookies to record information which assist the e-commerce process. You will need to activate cookies in order to use this site.

Q. Why do you list multiple similar parts for my device?

A. We present all data that we receive from the OEM’s, and at times there may be multiple parts compatible with a device. These may also have different prices and availability due to coming from different manufacturers that the OEM uses.