Shipping and Returns
We normally ship by Australia Post / TNT for a majority of our shipments, however we may also use other carriers as and when required. International buyers have the option to arrange collection of orders from advance-IP via alternative couriers by prior arrangement.We also provide drop shipping to our re seller partners for quantity orders.
Generally most single items are sent via Express Post, however multiple / bulky items may be shipped by registered post to reduce overall freight costs. In some instances it may be necessary to ship some items separately and you may receive multiple deliveries for an Order. After the shipment is dispatched, a shipment confirmation email will be sent to the buyers designated email address. advance-IP does not deliver to a Post Box address.
Freight charges quoted are based on approximate weight slabs for individual items ordered. Delivery within Australia will occur between 4-6 business days after acceptance and confirmation of the order by advance-IP. The estimated delivery schedule will be conveyed to the customer in the order acceptance and confirmation email based on the order quantity and the delivery address. Quoted delivery date is an estimate only and is based on stock available at our own or supplier warehouses, advance-IP shall not be liable for any loss or damage arising from failure to deliver by estimated date.While every effort is made to ensure accuracy, issues beyond our control may result in unforeseen changes to advertised stock levels and shipping costs, advance-IP reserves the right to revise delivery dates and freight costs.
Returns If you have a problem with your purchase you should use our contact form in the first instance as it may be something that we can help you with without the need for product to be returned. We have seen from experience that close to 40% of the problems are due to setup issues, our engineers will provide you all necessary information to make setup and support as simple as possible. If the problem is still not resolved, we understand the product may need to be replaced, in order to make the process simple please follow the steps listed below.
- Qualify the Product for Return – Confirm if your product is under Warranty, if your product is not covered by a warranty please email us the product details, the description of the problem and your contact details. Our support division will communicate with you to organize the process.
- Apply for an Return Authorisation Number for your item – Once it is determined that your product is eligible for replacement / repair, please apply online for a Return Authorization Number.
- Send the product to advance-IP – After your Return Authorization Number has been approved it will be communicated to you via email. Products must be returned double boxed with the assigned RA number clearly visible on the outside of the package. DO NOT write on or apply shipping stickers to the original manufacturer’s box. DO NOT use the original manufacturer’s box as the shipping box. Products not double boxed, without RA numbers on them or those with writing on the original box will be refused or returned at the customer’s expense. Once an Return Authorization number is issued the product must be received within 10 business days, returns received after 10 days may be refused. Please note all returns should be sent to our Perth office.
Replacement / Repair of products – Any eligible product that is found to be Dead on Arrival or defective within 48 hours from the date of delivery will be eligible for a replacement subject to warranty conditions. Products found defective after 48 hours from the date of delivery will qualify for repair based on technician approval and warranty conditions.
Damaged in Transit Products – If any damage has been incurred in transit, the customer must mark as Damaged Goods prior to signing on the Proof of Delivery Docket. For consignments where inspection prior to signing off is not possible, the customer must mark Subject to Inspection on the delivery documents. Please take photos as evidence of damage to the goods and get the case / reference number from the courier. After completing the above please send the Reference number given by the courier to advance-IP so we can issue a Return Authorization Number so we can collect the damaged goods and claim from the insurers. Once the claim has been lodged, we shall dispatch replacement products to you as soon as possible. Please note that until the above procedures are completed and the claim has been lodged we will not be able to dispatch replacements.
Refund Eligibility Criteria – advance-IP does not supply goods on Trial or “Try and Buy” basis, if the packages have been opened and the products have been used no refund will be provided. Only New in Box products that have not been opened containing all components, still in original manufacturers packaging and free from any package damage or writing shall be eligible for refund provided the refund request was made with 7 days from invoice date. Expect to receive the refund within three to four weeks from shipping your return. This includes reasonable estimates of the time required for the return shipping, inspection at our facility, and processing from your bank or Credit Card Company. We will notify you via email and/or telephone with the details and status of your refund throughout the process. You can expect to receive your refund via the same method of payment that you used for the initial purchase. There will be no credit given on order price difference, due to price drops.
Returns Shipping Expenses: Shipping expenses to and fro for the return of products is the responsibility of the customer.
Wrong Product Delivery – If any item received is not what was ordered, please do not open the package but inform us immediately. Any attempt to use the incorrect item will be deemed as acceptance by the customer of the item as a satisfactory substitute for the one that was ordered and no further claims can be raised thereafter. advance-IP owns the title of any extra goods shipped with your order that have been dispatched in error. The to and fro shipping expenses of wrongly supplied products will be borne by advance-IP.