FAQ

  • Payment Methods

    Prolec Online Warehouse uses Paypal as the payment method.

    No information related to credit cards are stored in our servers.

    Additional measures have been taken to ensure the safety of the customer.

  • Delivery options

    Standard Delivery. Expected to deliver within 1-5 days after your item is shipped. Free

    Postal Delivery. Expected to deliver within 1-7 days after your item is shipped. Free

    Please note that the above delivery times vary according to your selected delivery address.

    Pickup. Once you’re ready to purchase, select Pickup at Checkout.

    We keep you informed
    Once you’ve placed an order, you will receive an Order Acknowledgement email to confirm your order details. Once your item has prepared for shipment and ships, you will receive a Shipment Notification email with carrier and tracking information.

     

  • What's Next?

    Delivery will take 1-7 business days after the order has shipped. All delivery lead times are estimated and cover only the metropolitan areas. Major metropolitan areas include: Adelaide, Brisbane, Canberra, Darwin, Hobart, Melbourne, Perth and Sydney.

    If you have multiple items on your order, you may receive additional emails for each item.

  • Order Acknowledgement

    The order acknowledgement email provides a summary of the items on your order.

  • Shipment Notification

    If you chose to have an item delivered, we’ll send a shipment notification email when the item leaves our warehouse. This email includes the carrier name, tracking number, and a delivery date. You can click the tracking number to track your package on the carrier’s website.

  • Pickup Notification

    Once your items are available at the Warehouse, we’ll send a pickup notification email.

     

  • Pickup Reminder

    We’ll send a reminder email if your item is still waiting to be picked up.

     

  • What to Expect

    Once your order payment has cleared, we’ll send you an E-mail conformation. This will include your order number and a summary.

  • Delivery date information

    Shipping and delivery estimates
    The ‘Ships’ timeframe is an estimate of when the item will prepare for shipment and ship from our warehouse. The items on your order will ship as they become available.

    All estimates are based on business days.

    What time will my order be delivered?
    For orders shipped by TNT to a residential or office address, deliveries are made between 8 am and 5 pm.
    For orders shipped by AusPost to a residential or office address, deliveries are made between 7 am and 5 pm.
    For orders shipped by Fastway to a residential or office address, deliveries are made between 8 am and 5 pm.

    Can I have my order delivered to an address other than my home?
    For your convenience, you may prefer to have your order delivered to an alternative address such as your office address or your university. If you choose this option, please include the name of your business or university in the address. Please note, if you choose this option, goods may be left with reception or the Mail Room. Also, if your business has a signature waiver on file with TNT, your package will be left without requiring a signature.

    Delivery to a PO Box, AFPO, PMB or Locked Bag is not permitted for security reasons.

    Signature on delivery
    Most of our shipments contain valuable equipment/parts. If you will not be home to accept delivery of your product, consider shipping your product where someone you trust will be able to sign for your package. For your convenience, you may prefer to have your order delivered to your office address. If you choose this option, please include the name of your business in the address. Please note, if you choose this option, goods may be left with reception or the Mail Room.

    Deliveries made by Australia Post may be left in a place deemed secure by the courier if no one is available to accept the package. Signature on delivery is not required for service provided by Australia Post.

    Delivery to a PO Box, AFPO, PMB or Locked Bag is not permitted for security reasons.

     

  • I need to change my shipping address.

    If you have not yet received your shipment notification you can amend your details by contacting Prolec Australia.

     

  • I will not be home on the scheduled delivery date.

    As our carriers require a signature on delivery, the carrier will leave a calling card if you are not at home. You can then contact the carrier directly to schedule a new delivery appointment or alternatively amend your delivery address.

    Deliveries made by Australia Post may be left in a place deemed secure by the courier if no one is available to accept the package. Otherwise, the courier will leave a card advising you to collect the package from the nearest post office.

     

  • What happens if my delivery goes missing or is damaged?

    In case of any problems with your delivery, Prolec Australia will be in direct contact with the carrier to resolve the issue as quickly and with as little inconvenience to you as possible. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement. If you have already received your order and find that it is damaged, please call Prolec Australia.

     

  • Shipping regions

    Shpping in Australia
    The Prolec Australia sells and ships items only within Australia. You may not export any products purchased at the online Warehouse. Prolec Australia sells and ships products to end user customers only. Notwithstanding order confirmation Prolec Australia may cancel any order where it has reasonable grounds to believe the product is not being purchased for end use.

    Shopping outside Australia
    At this moment in time we are not able to offer shipping outside of Australia, we are actively working towards offering this service. The Prolec Australia Online Warehouse ships only within Australia. We do not ship to freight forwarders.

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Prolec Australia

335 Tomago Rd,

Tomago NSW 2322

P : (02) 4964 9660