Buying from Us
How can I contact you or buy from you?
We have 4 stores (Brisbane, Melbourne and 2 in Sydney). Plus we have a contact centre available during the same trading hours as all of our stores. Call us on 1300 365 220. You can also order right here on our website 24 hours a day, seven days a week. Our prices are the same in our stores, over the phone and online.
Are the prices you advertise (online and in-store) the best price you can do?
Yes they are. We have the same price in-store, online and on the phone. Every customer has the same opportunities to get a great price regardless of where they shop.
Our sales teams in our stores and on the phone talk to our customers about product, not price. No haggling, no deals. Just real customer service. The first priority of our sales team is to listen, then to ask relevant questions to find out what our customer needs in a camera or accessory. And then our sales team can help narrow down the search and make sure our customer gets the right product. That’s our priority.
Are there any extra charges for using my credit card?
There is no charge when using MasterCard or Visa credit cards. Amex cards incur a 2% surcharge.
Shipping and Handling
Will you ship my order?
Yes. We ship anywhere in Australia. If any part of your item is temporarily out of stock we will ship what we have and ship the rest as soon as it comes in. You will only be charged one delivery fee.
How much will shipping and handling cost?
Shipping and handling is a one-off charge. The Flat Rate of shipping and handling is $9.95 for all orders.
The cost of shipping and handling on items that are bulky (some printers, scanners, backpacks, tripods, multiple cameras etc) will be charged at a higher rate if necessary and we will contact you to inform you of shipping and handling costs.
Some smaller, lower cost items may be shipped via Australia Post. Your invoice will reflect this once your item has been despatched.
Is my order insured in transit?
Yes. Your order is fully insured for damage or non-delivery (lost in transit).
Tourist Refund Scheme/Duty Free
Can I buy Duty Free cameras from you?
Yes. Under the Tourist Refund Scheme (TRS) travellers can claim a refund, subject to conditions on the Goods and Services Tax (GST) on goods bought in Australia.
If you’re going overseas you can purchase from one of our stores or order online and we will provide you the required tax invoice when you receive your camera. A TRS refund cannot be given without it.
For further information on how to claim your duty free refund through the TRS, visit http://www.border.gov.au/Trav/Ente/Tour
How can I be sure you do not pass on my personal details to a third party?
At Digital Camera Warehouse (DCW) we hope that you never have a faulty product, however we understand that sometimes this can happen. We will work within Australian Consumer Law guidelines to obtain the best outcome for you.
If the product you purchased from us has a fault, you can return it to any one of our four stores (you will need Photo ID with you) or you can contact Customer Service for advice:
- Call Customer Service on 1300 365 220 to discuss the issue and obtain a Return Authority (RA) number
- E-mail us at firstname.lastname@example.org to communicate the issue and to obtain a Return Authority number. Without a Return Authority number the item may be refused
- Return any faulty items with their original accessories and components; we will process this with the Australian Supplier on your behalf.
In the event a refund is applicable, a credit to the card or account originally used to pay for the goods will be processed by DCW within 7 days of the matter being resolved.
At DCW we understand that 'incorrect choice' might be made, particularly when buying a gift for someone else!
We are happy to look at individual customer situations and offer exchange or in-store credit for incorrectly ordered or purchased accessories (unless they are special order items). Obviously the item must be in a saleable condition for an exchange or in-store credit to occur e.g. no signs of physical damage and in original packaging.
We will need you to return the item to one of our stores. If you are unable to get to one of our stores, please contact us on 1300 365 220 or email us at email@example.com to discuss return via registered post.
If you need to return a product for any other reason please contact our Customer Service team on 1300 365 220 or email us at firstname.lastname@example.org
Is my camera covered by an Australian warranty, as supplied by the Australian wholesaler/distributor?
Yes. All cameras come with a back to base warranty with the official Australian camera distributor. This means your camera is fully protected by the Australian distributor. All camera repair and warranty work takes place in Australia through the official distributor. Australian Manufacturer’s warranties also entitle you to claim supplier redemptions, cash back bonuses and other great promotions and competitions.
Can I get extra protection through you?
Yes. Extra protection is available if you buy your camera from us. Please contact us on 1300 365 220 for further information.
Are your cameras ‘grey market’?
Digital Camera Warehouse has not, does not and will not sell ‘grey cameras’.