Shipping
How much is the delivery fee?
Our delivery fee is calculated at checkout. It is based on the part(s) purchased, your location and customer type.
What Courier do you use?
We use Australia Post Parcel, Australia Post Express and StarTrack.
How long is delivery?
- This depends on the part(s) you order and where you are located. We ship from our Wetherill Park NSW facility.
- Please check the tracking details of your order for the most up to date information.
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For courier specific estimated delivery times please visit their websites using the links below:
How do I know when my order has shipped?
You will receive a shipping notification which will also include your tracking number for you to track your order.
How long does it take for my order to ship if the part(s) are in stock?
If your order is in stock, payment is confirmed, and your order is placed before 3pm AEST on a weekday, then your order will be packaged and picked up by our Couriers that afternoon. If your order is placed between 3pm – 4pm AEST on a weekday, our team will do their best to still have your order shipped that afternoon. For any orders placed after 3pm AEST on a weekday that don’t make our Courier collection times, these will be shipped the following business day.
How long does it take for my order to ship if the part(s) are not in stock?
If the part(s) you ordered isn’t in stock, our team will check if we have stock incoming and if not, place an order with our supplier within 24 hours. The estimated arrival time listed on the part(s) you ordered is our general lead time and your part(s) may arrive soon than this. Once you place your order you will be able to see your order status with estimated arrival times online using our Track My Order function. Once your part(s) arrive in our warehouse your order will be processed and shipped within 1 business day.
What is Guaranteed Same-Day Shipping?
If your order is in stock, payment is confirmed, and your order is placed before 3pm AEST on a weekday, then your order will be packaged and picked up by our Couriers that afternoon. If your order is placed between 3pm – 4pm AEST on a weekday, our team will do their best to still have your order shipped that afternoon. For any orders placed after 3pm AEST on a weekday that don’t make our Courier collection times, these will be shipped the following business day.
Can batteries be shipped by Express Post?
Unfortunately, at this stage batteries can only be shipped via road to ensure we meet the dangerous goods guidelines.
Can I have my order shipped to a PO Box?
Yes, but your order will then be shipped with Australia Post.
Can you combine my orders for one delivery?
No, unfortunately to ensure we process everyone’s orders efficiently we are unable to provide this service.
Do you offer click and collect?
Yes, we do.
Click here to see our location. If your order is placed between Monday – Friday 8:30am to 3:30pm Sydney time, your order is in stock and payment is confirmed, your order will be ready for pick up within an hour. Once your Click & Collect order is ready for collection, we’ll send you a notification.
Additionally, you have the option to arrange for your own courier or rideshare service, such as
Zoom2u or
Uber Connect, for a convenient pick-up experience.
Please ensure that you wait for the notification before arriving at our warehouse. This ensures that the team is ready for you to arrive and there is no delay in handing your order to you.
What if I have been carded by the courier?
Please follow the instructions provided on the card left by the Courier. We are unable to have your order re-directed or re-delivered to you at this point. If an order is not claimed, it will be returned to us by the Courier as unclaimed.
What if my order has been Returned to Sender by the Courier?
Once it’s received by our Warehouse, we will contact you to confirm your address and arrange another delivery. There may be another freight charge associated with this if EMPR and/or the Courier is not at fault. This process also takes a few weeks due to the Couriers delivery for Return to Sends not being priority. It’s best to avoid this by ensuring you provide the correct delivery address and if you are carded, that you follow the instructions to be able to receive or collect your order.
Can I ship overseas?
We don’t ship outside of Australia; however, we do support the South Pacific Region where you are able to arrange your own freight forwarder to collect from our warehouse.
Order Information
How do I know my online order was successful?
You will see a confirmation page after you submit your order which will also have order online order number. You will also receive an order confirmation email.
My order hasn’t shipped, can I change my shipping address?
Yes, you can, please use the
send us a message function and select ‘Order Enquiry’ and then ‘Other’. Please ensure you include your order number to minimise any delay in actioning your request.
Do I need to login to see my discounted pricing?
Can I order if I live outside of Australia?
Yes, but only if you are located within the South Pacific Region.
Part Information
What is a Genuine Part?
These are parts sourced and supplied directly by the brand. They also known as Certified Genuine Replacement parts.
What is an ES Part?
These are genuine parts that are sourced by EMPR to support parts that are end of life (EOL), under supply constraint, provide choice, and offer parts with a better delivery time. Before being accepted from our suppliers these parts go through our quality check process to ensure they meet your expectations.
What is a Compatible Part?
These are equivalent replacement parts made by a third party that meet or exceed the original manufacturers specifications. These are sourced by EMPR to give our customers a choice, help support parts that are end of life (EOL) and offer parts with a better price and delivery time.
What is an Alternative Part?
These are replacement parts that will fit and function within your product and are the same specifications as the original part.
What is an Functional Equivalent Part?
These are replacement parts that will fit and function within the original product. They may have the same specification, or they may be slightly different. For example, this could be a change in storage capacity 128GB vs 256GB, or screen type Glossy vs Matte. Please check and ensure any specification change is within your requirements and if you are unsure, please
contact our team.
Can’t find the part you need?
Please use the
send us a message function and select ‘Part Enquiry’ and provide as much information as you can to assist our team. You can also call our team on 1300 134 324.
Why are there multiple similar parts listed for my device?
We present all data that we receive from our sources 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. If you are unsure on which one you need, please use the
send us a message function and select ‘Part Enquiry’ and provide as much information as you can to assist our team. You can also call our team on 1300 134 324.
Why is my part not in stock?
We stock as many of the top selling parts as we can, unfortunately of the 5m+ parts we list there are then a lot of parts that we are unable to stock but we will source these as quickly as possible for you.
Payment
When do I pay for my order?
If you don’t have a credit account you will need to prepay for your order at the time of ordering. If you pay via Credit Card and your part(s) is not in stock your details will be stored securely within our eWay payment gateway. Your credit card will only be charged when your part(s) is ready to be shipped.
What payment options do you offer?
We offer the following payment options:
- Credit Card (Visa, MasterCard & American Express)
- Bank Transfer
- BPay
- PayPal & Pay In 4
- Credit Account
- Afterpay
- Zip Pay
I am paying via Bank Transfer/BPay, can my order still ship same day?
Yes, it can. Please send through your Bank Transfer/BPay receipt (a screenshot is acceptable) to accounts@emprgroup.com.au with your Order Number before 2pm weekdays. Our team will then verify the receipt and, if accepted, apply to your order. If your order is in stock it will then ship that day.
Do you charge credit card merchant fees?
In most cases we don’t charge merchant fees, except in the following circumstances:
- You pay using American Express AND your order isn’t placed through our website or the ‘Click to Order’ quote link.
- You are settling your credit account balance via credit card (Visa, MasterCard & American Express).
Returns
Please note that all Return Requests are subject to our terms and conditions.
My part has stopped working, how do I get a replacement/credit?
If your invoice date is within the 12-month warranty period, please complete the
Return Request form and our team will review your request. The form will give you the option to select your resolution for replacement or credit.
My order arrived damaged, what do I do?
You need to notify us within 5 days of receiving the damaged order by completing the
Return Request form and our team will then review your request. Please take photos of the order showing the packaging and the damaged part as these will be required for the team to process your request.
My order isn’t what I ordered?
You need to notify us within 5 days of receiving the incorrect part by completing the
Return Request form and our team will then review your request. Please have ready the part number of the part that you received and if this was incorrect in the box or if the box also has the incorrect part number. The team may also ask for photos of the box showing the part number label and the part inside the box to help with your request, so if possible, please include these when submitting the form.
I have ordered the incorrect part, can I return it for the correct one or credit?
You need to notify us within 5 days of receiving the incorrect part by completing the
Return Request form and our team will then review your request. Please have ready as much information as possible, for example, if you were incorrectly quoted by our team, the part number of the part you need, etc. Our team will then review your request to see how best we can support you.
Do you offer 30 Day Money Back?
Yes we do! If you have a change of mind or the part isn’t a fit or fix for your issue, EMPR will be pleased to offer you a refund for the price of the qualifying part, provided that:
- You submit a Return Request online within 30 days of your invoice date;
- It is a part that is included in the policy. To confirm if it is, “This part comes with a 30 day Money Back Guarantee” will show on our website and also your Order Confirmation and/or Invoice under the related part;
- The part is in a re-saleable condition, meaning it includes its original packaging and all additional components (cables, accessories, etc), and is the part purchased with no damage; and
- After being approved, you return the part to our nominated address within 14 days at your own cost.
Cancellations
Please note that all Cancellation Requests are subject to our terms and conditions.
My order hasn’t shipped yet, can I still cancel?
My order has shipped but I haven’t received it, can I still cancel?
Unfortunately, you can’t use the cancellation process, you will need to complete the
Return Request form and our team will review your request.
Only part of my order can be supplied, can I cancel the rest?
General
How do I update my contact information on my account?
Login to your account and follow the prompts.
How do I get a quote?
Select the part you require a quote on and add to the cart, at the checkout stage you can then generate a quote. If you are not able to add the part to your cart, please
contact us to request a quote.
How do I apply for a credit account?
- If you have an ABN and have ongoing monthly orders with us, please complete the Credit Application form for our team to review.
- If you are an Education or Government customer, please complete the Credit Application form and select ‘Apply for Credit – Education and Government’.
How long is the warranty on my part(s)?
All parts come with a 12-month warranty.
How do change my password?
How do I sign up as a Reseller/Service Provider?
Please
Register and our team will review to activate your account.
Do you offer installation and repairs?
This isn’t a service we offer as we support the Resellers and Service Providers who offer this service. Please Google to find one in your local area.
Didn’t find the answer you were looking for,
send us a message and our team will get back to you.
