Frequently Asked Questions
Q What is your Returns Policy? A
All returns, under whatever circumstances, must be authorised by Camera-Warehouse. Please do not send goods to us before you have been issued with a Camera-Warehouse authorisation number as this helps us track the progress of your return. Delivery of returns received without a returns number, or without clear reference to the returns number on the packaging, may be rejected.
Cost of returning goods
Under all circumstances, you will be required to cover the cost of returning faulty or unwanted goods to Camera-Warehouse or the manufacturer.
14-day Returns Policy:
Within 14 days from your purchase date, you can return the goods to us for a full credit towards an alternative product (minus shipping charge); the goods must be returned in their original condition, with original packaging, undamaged and off course with a copy of the receipt. ***Please note: that this policy is not applicable to DSLR Cameras, Professional Products, SLR lenses, software, memory cards, specially ordered items, demo stock, runout models and faulty or damaged items.
Returns are accepted subject to the following conditions:
- Goods must be within original manufacturer’s warranty period
- Contact with the relevant manufacturer’s helpdesk has been made and a case number/ID received
- Faulty goods must be returned including all original packaging and box contents unless otherwise specified
- Replacements will be despatched on receipt of the faulty product*
- Certain faults are not covered under warranty; normal wear and tear, physical damage or any sign of misuse to a unit or any fault caused by improper use is not covered; in such cases the returned goods may be rejected and returned to you
* Advanced replacement : If you require an urgent replacement of your faulty product, we can offer an advanced replacement service. If you’d like more information on advanced replacement please send us an email.
Your right to cancellation:
You have the right to cancel your order at any time before your order is despatched without charge. Once the products have been despatched to you, you may return any product to us as above.
Returning faulty goods:
Before returning a product as faulty we ask that you check with the relevant manufacturer’s technical helpdesk for a possible resolution. Please retain your manufacturer’s case ID as this is required to return all products. If you believe your goods were faulty on receipt (also known as "dead on arrival" or "DoA"), please inform us as soon as possible. Camera-Warehouse defines the time for a "DoA" fault to appear as within 7 days.
Returning "change of mind" purchases:
If you decide that you don’t want the goods you’ve ordered after they’ve been despatched, but before they’ve arrived or you’ve opened them, you can return the product(s) to us for a store credit (excluding any shipping costs), subject to the following conditions:
- Contact with us must be made within 7 working days of receipt of the order
- Returned items must be in stock condition - unmarked, unopened and undamaged; all factory seals must be intact
- You may be liable to pay a restocking fee of up to 15% of the value of the goods (at discretion of Camera Warehouse)
- You are liable for the cost of returning the goods and responsible for the goods whilst in transit
Manufacturers do not guarantee compatibility with 3rd party hardware. If a product is found to be incompatible with other equipment, but is not itself faulty, then we will accept it back subject to the terms listed above. We do not offer a trial period on purchases.
If you’d like any more information on the above, please send us an email.
Q What is your Shipping Policy? A
PLEASE NOTE: If your requirement is urgent, please call us on 02 9558 3116 and we’ll be happy to confirm availability and reserve stock for you as required.
What is the cost of shipping?
For Orders Under $495 Incl GST; The standard freight charge on all orders is $15 Flat Fee Australia Wide.
For Orders Over $495* Incl GST; Shipping is Free! (*only to an Australian delivery address and excludes bulky items. See below for bulky items)
What is the transit time for your deliveries?
Once your order is despatched from our warehouse, it generally takes between 1-4 days to get delivered, subject to your location. There can be extra delays for remote locations in which case deliveries can take between 4-8 business days.
What is the Method of shipping?
We currently use eParcel which is a couriered service by Australia Post.This is a standard service and not an express service.
Do you offer Express Shipping?
Yes, we do! We can offer overnight shipping to most locations in Australia for $25, up to 5KG (cubic weight). For express shipping on orders over 5KG, a shipping quotation will need to be arranged. Please send us an email and we'll provide you with a quote.
What is considered as a bulky item or order?
Exceptionally large or heavy items are subject to additional freight charges. Items such as; Large Printers, Telescopes, Large Tripods, Large Studio Equipment, Background Kits, Light Stands, Large sized Dry Cabinets, Paper Rolls, Large Sized Hard Cases (Pelican cases, Vanguard)
What is the Cost of Shipping Bulky Items?
In most cases, the shipping cost for bulky items will be a flat $20 fee Australia Wide by standard service. We will contact you before charging your card to discuss your options and freight charges and you can decide whether you would like to proceed or not.
Can you ship to a PO Box address?
Yes, we do. Just place your order as you normally would and enter the PO Box details in the delivery address section on the checkout page.
How soon do we ship your order?
Orders for products that are in stock and placed before 14:00 on weekdays (excluding public holidays) will normally be shipped on the same day.
Orders that are placed after 14:00, on weekends or on public holidays will be processed on the next working day.
If any of the items on your order aren’t in stock, we’ll let you know as soon as possible and provide an estimated shipping time. This will normally be 3-4 days, but can be longer for more popular items.
As a basic rule:
- If the item says Ships today/tomorrow - this means we have the item in stock and will ship on that day
- If the item says Normally 3-4 days - this means that we do not have the stock in our store and we may need to either transfer stock from our warehouse or have to order from our suppliers.
- 98% of Out of Stock items are ordered immediately from our local suppliers and goods are generally received and orders are fulfilled within 1-3 days.
If ever you’re in doubt, please call us on 02 9558 3116.
Where do we store the goods?
We store the most popular items either in our Tempe Camera store or our Warehouse which is based in Sydney. However, in order to give you the best prices by keeping our costs low, some goods are shipped direct from our distributor's warehouse. This also ensures you get your order as soon as possible, but does not affect the terms and conditions of the sale.
Can you collect your order?
Yes, you can collect from our Store based in, just down the road from IKEA, 5 mins from Sydney Airport. To help us secure stock for you, you can still place an order online and select collection as the delivery method. If the goods aren’t in stock at the time of ordering, we’ll contact you to let you know when they arrive, and again when they get here.
Out-of stock goods:
Whilst we make every effort to ensure that the stock availability information on the site is kept up-to-date, it is not always 100% accurate and should therefore be used as a guideline only. If any part of your order is out-of-stock we will let you know as soon as possible and advise you when we expect to receive more. Part-shipment of orders (shipping the items that are available at the time with the rest to follow) is available by arrangement, but may be subject to additional freight charges.
Pre- or back-ordered goods:
As we source most items direct from the manufacturers, if an item is out-of-stock, it’s likely to be difficult to source anywhere in Australia. You can still place an order for this product; we don’t charge anything (not even a deposit) to be in the queue for pre-ordered (not yet released or available) or back-ordered (temporarily unavailable) products. Whilst you’re in our queue you can continue to look around and, in the unlikely event that you do find the item available elsewhere, you just cancel your order with us. This service costs you nothing.
Once the goods become available and are allocated to your order, we’ll contact you to let you know and ask you to arrange payment at that time (all standard payment options are available).
If you’d like any more information on the above, please send us an email.
Q What Payment Methods do you Accept? A
*** THERE ARE NO SURCHARGES FOR USING PAYPAL OR CREDIT CARDS SUCH AS VISA, MASTERCARD AND AMEX***
- Pay on collection at store
If you're collecting your order from our store, select this option and we'll take payment when you come to collect your order using credit card or cash, just like a normal shop sale
PayPalWe accept payments with PayPal as its definitely one of the most popular and secure payment methods available online.You can safely shop with us using PayPal as your payment method simply by choosing clicking on the PayPal logo at the checkout page. You can either pay through your PayPal account or if you don't have a PayPal account you can still pay through PayPal as a guest using your credit card. There is NO SURCHARGE for using PayPal.
- Credit/debit card (VISA, Mastercard & AMEX)
We accept all major credit cards including American Express, Visa and Mastercard without any surcharges.
When you place your order we will pre-authorise the transaction, but will not actually take the money until the goods ship. Sometimes it may look like a real transaction on your credit card statement, but this only lasts a couple of days. There is NO SURCHARGE for using credit cards.
- Bank transfer/deposit
If you select this option we will provide our bank details for you to make an electronic transfer, or pay direct over the counter at any Westpac branch. Please note, however, that we are unable to ship the goods until the funds have appeared in our account
- Cheque/money order
We also accept payment by cheque or money order, so long as they're made payable to Techno Brands Pty Ltd. Once you've placed your order, send your cheque to our store address. We'll ship the goods when the cheque is banked and the funds are cleared.
We're always looking for new and innovative ways to help our customers, so if you'd like to pay using an alternative method, please let us know - we may be able to help.
Q Credit Card Security A
If you choose to pay for your order by credit card, you can be assured that we employ the latest security measures to ensure the safety of your details. We use eWAY for our online credit card processing facility and they provide the most secure encryptions for online businesses. This includes, but is not limited to:
- We do not store your credit card details
- We will never ask you to email your credit card number to us (although we may ask for additional information to verify the details provided at order time)
- If your order is over $300 in value and or its your first time ordering with us; we will do additional security checks with you to ensure you are the genuine credit card owner that has been used. One our sales team members will get in touch with you to verify some information
If you'd like further assurance, please send us an email.
Q Placement of Orders and Pricing Policy A
By using our website, you agree to the following conditions.
Product and pricing information
Prices of goods and services and delivery and other charges displayed on the Camera-Warehouse (www.camera-warehouse.com.au) website are current and reliable at the time of publishing, but are subject to variation without notice.
Whilst we always aim to be as accurate as possible in describing the products and in their pricing, we are unable to warrant that product descriptions or other content of the website is accurate, complete, reliable, current or error free.If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund
Placing your order
Placement of an order by you constitutes an offer to enter into an agreement with us ("your offer"). We will send an order confirmation to you by email for the sole purpose of confirming the details of your offer. Any error in these details should be communicated to us immediately. It is important to note, however, that this order confirmation email does not constitute an acceptance of your offer by Camera-Warehouse or reflect the status of your order in any way.
Acceptance of your order and the completion of the contract between you and us will take place on dispatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.
We reserve the right to cancel or refuse any orders, whether or not the order has been confirmed and your credit card charged or if you have paid through PayPal. If your credit card has already been charged for the purchase and your order is cancelled, we will immediately process a refund / credit to your credit card. If you have paid through Paypal and your order is cancelled, we will issue you refund through PayPal immediately.
Q Why are some of your prices so low? A
People often ask how or why our prices are so low: are the goods reconditioned or refurbished or are they second hand? The answer is always NO! The goods are brand new, the same as you'd buy from any of the big-name stores, and are all supplied to us direct from the manufacturers or authorised Australian distributors and all come with standard manufacturer warranties - we dont grey import stock. Unlike some of our competitors, we are not located in the CBD therefore our rent is much cheaper and we prefer to pass on the savings to our customers.
Q Do you charge any surcharges for using PayPal or Credit Cards including American Express? A
Absolutely not! You can use American Express (AMEX) , VISA , Mastercard or PayPal and there wont be any surcharges added to your order
Q Are your products Australian Stock with Genuine Warranties or do you Grey Import from overseas? A All of our products are sourced from local Australian suppliers therefore they come with the Genuine Australian Manufacturers Warranties. We do not Grey Import or participate in Parallel import activities for any of our stock. Camera-Warehouse is an Authorized Australian re-seller for ALL the brands we stock. Also we are an Australian Business with a physical shop front based in Sydney. Not just a website with a .com.au domain name operating out of Hong Kong or overseas like some of our online competitors. When you purchase from us you have peace of mind knowing that you're getting a genuine product, with an Australian Warranty and also you are protected under the Australian Consumer Laws. And if in doubt, just give us a call and speak with one of our Australian photography enthusiasts based right here in Sydney. Our phone number is 02 9558 3116 Q What warranty is provided? A
All products are genuine, Australian-sourced products and are provided with full manufacturer''s warranty. This will vary between products, but is typically 12 months cover against manufacturing failure, in some cases like Canon, Nikon and Olympus Cameras and Lenses its 2 Years Warranty.
All warranties are issued on a ''return to base'' basis. I.e. you will be responsible for the cost of returning the goods to us or the manufacturer if a claim is necessary.
For more information on warranty periods and additional information available, send us an email or call us on 02 9558 3116
Q Can i buy a Camera from you duty free as part of the Tourist Refund Scheme - TRS? A
Yes you can however, you pay the full price incuding the GST and you get the GST amount back from Customs at the Airport when you depart Australia.
The Tourist Refund Scheme (TRS) allows tourists to claim back GST paid on goods purchased in Australia provided the following conditions are met:
- Invoice total must exceed $300 incl. GST
- The tax invoice date must be within 60 days of departure from Australia
- The goods and tax invoice must be held in hand luggage
If you can meet these conditions, you may be eligible to claim the GST on your purchases back, effectively saving 10% on the advertised prices on our site.
One advantage of the TRS over other schemes is that you can open and use your purchases before you get to the airport (or sea port) and don't need to present all packaging when claiming the GST back.
For more information, please visit our Tourist Refund Scheme Page
Q Are you having problems with an item you purchased from us? A
Are you having issues with a Camera or another product you purchased from us?
Dont stress - we're here to help!
First call to action would be to get in touch with us to see if we can trouble shoot or resolve your problem over the phone or via email.
If we can't resolve the issue and your product is still under the manufacturer's warranty, you may need to send it back to the supplier for a warrany assesment.
In most cases, it's very easy and much quicker for you to deal direct with the supplier or manufacturer in relation to a warranty problem however, if you wish for us to step we'd more than happy too.
If you would prefer to deal direct with the supplier or manufacturer, here are some of their details:
- If you're experiencing problems with your Canon camera, please contact Canon Customer Service on 13 13 83
- For Nikon service and support, please call Nikon Australia on (02) 8767 6900
- For service and support of your Olympus digital camera, please call 1300 659 678
- For service and support of your Pentax digital camera, SLR or accessories, please call Pentax on 03 9823 1555
- For service and support of your Fujifilm cameras or lenses please call (02) 9466 2600
- For service and support of your DJI Drones and Accessories - please email [email protected]
For any other service related enquires, please call us on 02 9558 3116 or send us an email