FAQs

What do you need help on?

Help on Products   Help on Deliveries   Help on Payments   

Help on Orders   Help on Refunds & Returns   Help on Warranties & Repairs   

Help on Info & Updates   Help on Booking a Job   Help on Your Feedback   

 

 

 

 

 

Products

 

Are all your products genuine and Australian stock?

Yes, we take pride in making sure we source our products legitimately and through authorised vendors and distributors. We DO NOT grey market or import from unauthorised distributors. We have worked hard to build partnerships with all the leading global I.T. vendors so you can be rest assured. Being authorised partners and dealers makes all our products not only genuine branded but local Australian stock.

 

 

 

Deliveries

 

What delivery options are available?

We charge competitive standard delivery rates for each Australian state based on a number of Australia's leading courier services. We also have a VIP express same day service for an additional charge.

 

Shipping Policy

We ship Australia-wide via Fastway or Startrack Express courier services. Deliveries are strictly between 9am - 5pm, Monday - Friday (excluding public holidays). Freight charges will apply unless specifically stated otherwise. Signature on delivery for all orders is required to be obtained as Proof of Delivery from the receiver of the consignment.

Order processing time frame is 1 - 2 working days for in stock items. Shipping time frames are dependent on delivery location, and Courier Company. We do not deliver to PO box addresses or parcel lockers.

 

International Delivery

Unfortunately, we only ship locally within Australia at this stage, but we are on the lookout to opening our products and services on a more global scale, so check back here for future updates. We do ship selected products to New Zealand and the Pacific Islands. Please visit our sister New Zealand site @ www.mediaform.co.nz

 

Where is my order?

Depending on the delivery option you selected, after your order has been shipped, we’ll email you with a tracking link so you can see where your order is and when it will be delivered.

Important to note:

  • If a product has to be sourced from a supplier it may take a little longer to reach you.

If you haven’t received a shipping confirmation email & would like to know the status of your order please send us an email sales@mediaform.com.au and we’ll be able to help you.

 

How do I track my order?

Once your order has been shipped, you’ll receive an email with a tracking number linked to a third party courier service such as Direct Freight or Toll.

Important to note:

  • Once you have received your email it may take 24 hours for tracking information to be synced with the courier’s website.

You can then track your order using either the link in the email or you can also go on to the tracking page here on our website and enter the tracking information to see where your order is at.

 

What happens if I’m not home for my delivery?

Please note deliveries will NOT be left unattended (unless stated otherwise by you). Our delivery couriers will inform instructions on how to collect your delivery. Whether that be for an Alternative Delivery Point (ADP) pickup location or nearest depot.

 

I didn’t receive all my goods

If some of your order hasn’t arrived it’s most likely that your order was split into multiple shipments or some items may be on backorder. If you are unsure refer to your shipping confirmation email to see whether your order was ‘partially shipped’.

If you order wasn’t a split delivery and you are still missing items please email us at sales@mediaform.com.au with a copy of your order number and inform us which items you received and which ones you are missing.

 

My Delivery arrived damaged

If you notice the courier trying to drop off a parcel where the box looks damaged please reject the delivery on the spot and contact us to inform us. If you have already received the delivery please provide photo evidence of the damaged items and/or damaged boxes. Then send us an email sales@mediaform.com.au with your order number and photo evidence you have collated.

 

 

 

Payments

 

What payment methods do you accept online?

We accept Visa & Mastercard, Amex (via paypal), Paypal & Bank Deposit/EFT & Afterpay (on selected products).

  • Please note with credit card & afterpay transactions there is a 1-2 delay in processing these orders.

We use industry standard SSL (secure socket layer) to ensure any sensitive information passing over is secure.

 

Do you accept Afterpay?

We currently offer Afterpay for selected products ONLY. Look out for the Afterpay symbol on our products when shopping. Normal Afterpay late fees and terms will apply.

 

I want to purchase for my business do you offer credit/payment terms?

We currently offer a credit/payment term option however a credit application form must be filled out and assessment gone through before approval. Please email our team sales@mediaform.com.au to find out more.

 

 

 

Orders

 

Placing orders

Can I purchase products over the phone?

Yes our sales team do take orders over the phone if you need extra assistance. However the quickest way to place an order with us is through our online website.

 

Why is my order split over multiple deliveries?

We always try our best to ensure your orders are consolidated together. But in some cases we may split your order over a number of deliveries depending on a few factors;

  • Large items requiring special shipping and handling: Large items such as printers may be shipped separately.
  • Product availability: one of your items may have run out in the warehouse and stock is coming directly from our supplier.

Your shipping confirmation email will show whether your order has been ‘partially shipped’ or not.

 

Order changes & cancellations

How do I cancel my order online?

We move fast to make sure your orders are packed and dispatched as quickly as possible. If you need to cancel an order that hasn’t already been shipped please call us directly on (02) 8857 0400 and we may be able to assist you.

  • Please note orders that have already been dispatched can be cancelled but will incur a restocking fee, given the item is unopened. For more details please call or email us sales@mediaform.com.au.

 

Can I change or update my address on my order?

It’s possible to change the delivery address on your order regarding it hasn’t already been shipped. Please call us directly on (02) 8857 0400.

 

 

 

Returns & Refunds

 

Returns Policy

Our return policy for faulty goods: All items within warranty, come with manufacturer warranty and as such the manufacturer must be contacted first to proceed with a claim. Mediaform staff can assist by providing the best contact details to get you in touch with the manufacturers. Once you have spoken to a representative from the manufacturer, please request a case number or authorisation letter that can be provided to Mediaform to action the claim on your behalf. The faulty items will need to be returned to Mediaform with all of the original carton contents for the claim to be processed for further testing.

Once testing has been completed: If the item is deemed as faulty, depending on availability at the time of completion of the return claim, a refund or a replacement may be available. If the item is deemed as not faulty, the customer will be responsible for return costs. Replacements cannot be shipped out or refunds actioned until the return claim has been completed in full in the event the item is not faulty.

Our return policy for change of mind/incorrectly purchased items is as follows: All return requests for change of mind purchases must be pre-approved by Mediaform and requested within 30 days of purchase. The items must be in unopened/sealed condition and images will be requested to confirm condition before approval can be decided. A restocking fee of 30% will apply if the return is approved and the customer will be responsible for covering the cost to return the item to Mediaform. Mediaform do not accept returns for change of mind/incorrectly purchased items if the external packaging has been opened or removed.

Our return policy for stock received damaged: If you receive your item and it appears to have been damaged in transit, please either: Reject the item so it is returned to our warehouse If received, please notify us within 1 business day so we can contact the courier for further investigation. Upon completion of the investigation or receipt of the goods back into our warehouse, one of our staff members will be in contact with you to discuss options to proceed.

Return processing time: We are currently experiencing delays with the returns process due to the current COVID pandemic. Our staff are processing the returns as quickly as they can and will provide updates as the returns progress to the customers.

 

 

 

Warranties & Repairs

 

Manufacturers Warranty

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced troubleshooting. In many circumstances, the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. Please find a list of Manufacturers contact details below:

BrandContact NumberWebsite
HP 13 10 47 support.hp.com
Lexmark 1300 362 192 support.lexmark.com
Samsung 1300 721 147 samsung.com/au/support/
Brother (02) 8875 6000 brother.com.au/en/support
Apple 1300 321 456 support.apple.com
Epson 1300 361 054 tech.epson.com.au
OKI 1800 807 472 oki.com/au/printing/support/
Canon 13 13 83 canon.com.au/support
Cricut 1800 953 076 help.cricut.com

 

Can I bring my printer in for repairs?

We are authorised service repairers for most print manufacturers (HP, Lexmark, Brother). If your printer is still under warranty, we would still advise you to contact the manufacturer/vendor directly first. If your printer is not under warranty, you may bring it in to have one of our technicians assess it, however you must contact them first via a href="mailto:support@mediaform.com.au">support@mediaform.com.au. With Brother Printers, we are a service centre specifically for them, so you can come to our Sydney office and drop it in.

 

 

 

Info & Updates

 

How can I find out about current promotions, cash backs or sales events?

The best place to find out about what promotions are currently running is through our social media. You can follow us on Facebook, Instagram or LinkedIn below.

 

Or you can visit our dedicated ‘Promos & Deals’ page here on our website.

 

To stay in the loop and be the first to find out about upcoming promotions subscribe to our mailing list. This can be done by entering your email in the box at the bottom of our webpage.

 

How do I get a job at MediaForm?

Interested in starting a career with Mediaform? We are always on the lookout for positive and talented people! Head to our employment page here and fill out the form to register your interest. Ultimately follow us on LinkedIn to be updated when we have a new job opening.