On this page you will find the answer to the most common questions people put forward to us on a daily basis. If you still cannot find the answer to your question after reading this FAQ, please don’t hesitate to contact us.
Which Shipping Companies Do You Use To Ship Orders?
Electrotraders uses Australia Post eParcel and Fastway Couriers to deliver Australia wide. International customers please contact us via email to obtain Shipping prices. Please contact us with any delivery issues which we will try to rectify as quickly as possible.
Delivery of Large and Bulky items such as Cable, Conduit and Ducting – due to their size and bulk need to be quoted on a postcode basis for the most economical outcome for you.
How Long Will It Take To Ship My Order?
Stock Items ordered before 2:00pm will generally leave same day, for non-stock items delivery is generally 1-7 Days extra lead time. Remote areas within Australia may experience longer than expected delivery times, which is unfortunately outside our control.
We do not ship orders on the weekend. All weekend orders that have been paid for are shipped on Monday.
Most items are sent by regular parcel post with tracking and Signature on Delivery. Express Post is available on all items for an additional cost.
Australia Post Parcel Post anticipated delivery times are as follows:
Metropolitan Brisbane – Next Day Country NSW (Including ACT) – 1 to 3 Days
Metropolitan Sydney & Melbourne – 2 Days
Metropolitan Adelaide – 3 Days
Metropolitan Perth, Darwin and Tasmania – 4 to 5 Days
All other Locations – 2 to 10 Days
These delivery times are a guideline only. Australia Post and Electrotraders has no liability resulting from a failure to deliver In accordance with this timetable.
Events such as natural disasters may impact the delivery of items at the time they occur. Please be patient during these times as we will try to keep you updated as much as possible in regards to the delivery status of your items.
What Is The Shipping Cost For An Item?
Within Australia Electrotraders subsidises Postage and shipping charges to a maximum of $9.90 for any size order except large and bulky items delivered anywhere in Australia. We take great care in packing and shipping your item to ensure you are getting fair shipping and Handling charge.
Can You Ship To International Buyers?
Yes we do, for international shipping costs please contact us by email for a quote before committing to buy.
Note: Electrotraders does not cover additional International postage fees and customs charges where applicable. These charges are to be covered by the customer.
Please be aware that the product we sell are designed for Australian use and comply with Australian/New Zealand Standards and regulations..
Do You Offer Local Pick-Up?
Local Pickup is not available.
What are Your Trading Hours?
We are open from 7:00am – 5:00pm Monday – Friday, and 8:00am – 12:00pm Saturday. We are closed on Sunday and Public Holidays.
Why Have I Not Yet Received My package?
At Electrotraders, we take great pride in processing your order. We package our items very carefully and our service standard is to ship them generally within 24 hours of receiving payment. excluding weekends and public holidays. In the event that there was a problem with your shipping address, we may be waiting for a response from you regarding a shipping clarification.
If your item has been paid for but you have not received it in a reasonable amount of time (10 business days) please contact us with your shipping details and date ordered so that we can follow up on your enquiry and advise accordingly.
We will work out any problem, and if any unforeseen issues come up we will contact you.
I Have Received the Wrong Item
If we have made an error while processing your order, we will pay 100% of the shipping fees to correct the problem. If an incorrect item was received, this is usually due to a processing error in our warehouse. We carry thousands of items, so mistakes can unfortunately happen due to human error, which we try to minimize as much as possible.
Please contact us and let us know the following:
What item did you receive?
What item should you have received?
When you ordered your item?
Would you like to keep the item?
Sometimes, the mistake is actually one that a customer does not mind. The item could be more expensive, just as good, or sometimes better. If you would like to keep the item we sent you in error, please email us and we can work out a discount for the mistake, or issue a store credit.
If we request the item to be returned, or if you choose to send the incorrect item back, we will forward you return shipping details and upon receipt along with a full credit refund the shipping costs when we receive the returned item. We take no responsibility for items which have gone missing in the mail so we encourage people to use a traceable postage service when returning items.
We will refund the postage costs the same way you made payment for your item. If you paid by bank deposit, cheque or money order, we will need your bank deposit details to transfer the money back into your account.
WARRANTY AND RETURNS
Are Products Covered By Warranty?
We have a replacement warranty on products if stated in the description of the item. Please refer to the description for each listing as warranty terms differ from item to item. Warranty is valid within Australia only.
All item accessories are not covered by the warranty. For example, if you purchase a smoke alarm, the smoke alarm itself is covered by the warranty but the battery is not.
Is Warranty Transferable?
No, if warranty is offered this is non transferable, even on bulk lots. If the item(s) are being purchased by yourself then any warranty claims must come directly from you. We are unable to make any exceptions.
Is Warranty Extended If An Item Is Replaced?
The warranty applies only to the original product and is not extended for replacements.
My Product Was Damaged During Shipping. What Should I Do?
Electrotraders takes pride in the packaging and shipping of products, but if your product was damaged during shipping, please contact us within 3 days of receipt of the item with your sales receipt number, item number, and product name and if possible a photo of the damaged goods. We will reply via e-mail with a resolution.
What Is Your Return Policy?
At Electrotraders, we are committed to offering you a safe and pleasant shopping experience so if a mishap occurs, we are here to help you! All our items are covered by our 2-Year Return to Base Warranty*. If your item arrives damaged or "dead on arrival", we will arrange a replacement and cover the cost of sending the replacement to you, sending the damaged or “dead on arrival” item back to us is at the buyer’s responsibility. Please note the damaged or DOA item must be returned before the replacement can be sent. All items damaged or DOA must be reported within 14 days of receiving the item. After the 14 days if you have any problems regarding your item all postage costs are at the buyer’s responsibility. The buyer must cover all postage costs involved.
*Warranty claims from any hard wired electrical items must be accompanied by a copy of the installing licenced electrical contractors, invoice and licence number.
Please feel free to contact us with any questions on our return policy at sales@Electrotraders.com.au We are always there to answer questions and our staff work hard to please all our customers.
Can I Drop Returns Back Electrotraders?
Yes, you may drop a return off to us. Our address is Unit 1 / 7 Gunn Street Underwood, QLD. You will have to provide proof of purchase with your return.
Something Does Not Look Right In This Listing. Is It A Mistake?
It is possible that a mistake can be made in a listing, however it does not happen often. If a mistake was made, or if you are concerned with pricing, shipping, images or text, please contact us immediately so we can look into and fix any problem.
In the event that a pricing error was made, we will contact a buyer immediately. We will offer the piece at our cost, but we will not ship an item with a complete mistake that is way below cost. We would hope our customers understand that these types of things can happen, and we try our best to limit any mistakes in pricing and descriptions.
How Can I Pay?
Electrotraders offers several methods of payment, we will accept payment via Paypal, Bank Deposit,. EFTPOS / Visa / Mastercard payments are available over the phone.
Some payments require a waiting period for your payment to arrive and be processed, prior to product shipment.
Paypal orders are shipped within 1-2 days of payment being received. Please be aware that Paypal E-Cheque payments may take up to 5 working days to clear. Your item will not be shipped until your payment clears.
EFT payments are accepted to Electrotraders Account, Commonwealth BSB 064-107 A/C 10271958 Please allow 2 to 5 working days for transfers from other than CBA before despatch of goods.
Credit Card payments are accepted over the phone.
Can I Obtain A Quote For A Number Of Items / Bulk Order?
We provide a service where you may send us an email with multiple items you are after and we are more than happy to quote for you. In some cases, Bulk orders may attract better pricing that what is listed on our website. We also carry many more items which we do not list on our website.
Please be patient when receiving a reply for a quote as quoting orders takes up a lot of time and effort to do so. We prefer all quotes to be sent in writing via email. When asking for a quote, please study the relevant categories of our store, to determine any types and styles you wish to purchase. When asking for a quote don’t forget to include your full name, contact details, and shipping address so we can accurately quote shipping costs also.
Can I Contact You Via Email?
Feel free to contact us at any time. Our business hours are Monday-Friday, 7:00 AM – 5:00PM and Saturday 8:00am – 12:00pm . We are closed on Sunday and Public Holidays.
We have staff on hand for a few hours every Saturday to try and answer as many weekend emails as possible. If you email us on a weekend, please be patient and we will get to you as soon as possible.
Your business and satisfaction is important to us, and we will reply to your e-mail in a timely manner. We endeavour to answer all emails between 24-48 hours after they are received.
Please read our FAQ page as many questions can be answered by finding out more information from this page.
Can I Contact You Via Telephone?
If you prefer to handle a request over the phone, you can send us an e-mail with the phone number you would like to be reached at along with a brief description of the issue. This way we can look up the problem and prepare to resolve it in a quick and efficient manner. Please be patient as we are inundated with emails on a daily basis, all emails are read and usually answered between 24-48 hours after they are received.
Telephone: (07) 34232628