Transit Protection

The safe delivery of your purchase is our priority, but we understand that things can go wrong sometimes. Get peace of mind knowing that in the unlikely event a product arrives damaged, you’ll get a priority replacement so you can enjoy your new product as soon as possible.

We offer an optional Transit Protection service designed to provide customers with peace of mind when ordering from us. This service ensures that claims related to lost or damaged parcels are fast-tracked, significantly reducing wait times compared to standard claims processing.

Customers who purchase Transit Protection benefit from:

• Priority Claim Handling – Your case is placed at the front of the queue, ensuring quicker resolutions.
• Faster Investigations – Claims are assessed sooner, reducing unnecessary delays.
• Expedited Replacement or Refund – If your parcel is confirmed lost or damaged, we work quickly to offer a replacement or refund within the shortest possible timeframe.
• Minimised Hassle – We take care of the claim process directly with the carrier, so you don’t have to deal with lengthy back-and-forth communications.
• Added Assurance for Valuable Items – Ideal for high-value or time-sensitive orders where delays or loss could be inconvenient or costly.
• Exclusive Support – Our support team prioritises inquiries related to Transit Protection, ensuring faster responses and updates on your case.

With Transit Protection, you get an extra layer of security and convenience, ensuring a smoother and worry-free delivery experience.

Why Choose Transit Protection?

Terms and Conditions

1. Comparison of Transit Protection vs. Standard Claims Processing

1.1. Lost Delivery Claim

1.2. Damaged Delivery Claim

1.3. Orders that include custom-built or configured to order computers or laptops may require an additional 5–7 business days for reallocation of components, installation, and testing if a replacement is required.

2. Lost Parcels

2.1. A parcel may be deemed “Lost” if all the following conditions are met:

a) The parcel cannot be located within the specified Waiting Period from the expected delivery date;

b) The carrier has confirmed the parcel as lost; and

c) Sufficient additional time has been allowed for external factors, such as inclement weather, high delivery volumes, or force majeure events.

2.2. The date on which the parcel is officially classified as lost is referred to as the “Loss Date”.

2.3. Exclusions – A parcel will not be classified as "Lost" if:

a) The parcel was successfully delivered but was later lost or stolen.

b) The parcel was shipped to an incorrect address due to customer error.

c) The parcel was re-directed to another address.

d) The customer requested an Authority-to-Leave delivery.

2.4. We reserve the right to either:

a) Replace the lost product with an identical or equivalent item; or

b) Issue a refund or store credit equal to the product’s value.

2.5. Claims for lost parcels must be made within 7 days of the Loss Date and submitted in accordance with Section 4 – Making a Claim.

3. Damaged Parcels

3.1. A parcel cannot be considered damaged if:

a) The goods cannot be physically inspected by us;

b) The outer packaging has minor damage due to transit handling, but the product itself is unaffected;

c) The item was purchased under any of the following conditions: Used, As-New, Damaged Box, Ex-Demo, Refurbished or any other condition indicating it is not brand new;

d) The damage occurred due to improper handling after delivery.

3.2. A parcel can only be classified as Damaged once we have physically inspected and confirmed the issue after return of the goods.

3.3. We may either:

a) Replace the damaged product with an identical or equivalent item; or

b) Issue a refund or store credit equal to the product’s value, at our discretion.

3.4. Claims for damaged parcels must be lodged within 24 hours of delivery and submitted in accordance with Section 4 – Making a Claim.

3.5. Customers must provide clear photographic evidence of the damaged item(s) and packaging at the time of submitting a claim.

4. Making a Claim

4.1. To submit a claim, customers must complete and submit the Returns Form available on our Returns page.

4.2. All claims are assessed at our sole discretion. We reserve the right to reject any claim that does not meet the eligibility criteria or is deemed invalid.

4.3. Customers may be required to provide a Statutory Declaration or other supporting documents to validate their claim.

4.4. All specified processing times refer to business days (excluding weekends and public holidays).

4.5. Customers may submit a claim before the Waiting Period expires, but it will not be assessed until the Waiting Period has elapsed.

5. General Terms & Conditions

5.1. Transit Protection does not override or replace consumer rights under Australian Consumer Law (ACL).

5.2. Transit Protection is not an insurance product and does not provide guaranteed compensation or additional coverage beyond consumer rights and carrier liability terms.

5.3. Compensation or replacements for lost or damaged items remain subject to carrier liability terms and consumer protection regulations.

5.4. We reserve the right to modify or discontinue the Transit Protection service at any time without prior notice. Changes will not affect claims already submitted under prior terms.

5.5. This policy must be read in conjunction with our Website Terms & Conditions, which govern all transactions and services provided.

5.6. Transit Protection must be purchased at the time of checkout. It cannot be added, removed, refunded, or modified after the order has been placed.