Customer FAQ

On this page you will find the answer to the most common questions people put forward to us daily. If you still cannot find the answer to your question after reading this FAQ, please don’t hesitate to contact us.

 

Shipping Information

- Why is there no shipping option, only Pick Up from Store when I checkout?

This is an issue which occurs when you have bulky or large items in your shopping cart which cannot normally be shipped through Australia Post or standard couriers. The maximum weight of each carton through Australia Post & standard couriers is 20kg. If you have an item which is heavier than 20kg in your cart, you may get this message. This however does not mean we cannot ship your order! You will need to get in contact with us to quote you for shipping separately. We will work out with our different couriers and carriers which is the cheapest shipping method for your order. If you are happy with the shipping cost, you may proceed with the order. If not, you may cancel the order. You may also organise your own transport if you notify us of your requirements.

- What Shipping Companies Do You Use to Ship Orders?

DZ Electrical Products (DZ Electrical) uses Australia Post & various other couriers such as Sendle.

- How Long Will It Take to Ship My Order?

Your order is packaged and shipped within 1-2 business days (depending on the time you have submitted and paid for your order). We do not ship orders on the weekend. All weekend orders that have been paid for are shipped on Monday.

When your order is packed and shipped it is marked as “Shipped”. You will also receive an email notification letting you know that your goods are on their way and the relevant tracking information.

Most items are sent by regular parcel post with tracking. For combined orders or items of a larger value we send orders with Tracking and Signature on Delivery as well.

Australia Post Parcel Post delivery times are as follows:

  • Metropolitan Sydney – Next Day
  • Country NSW (Including ACT) – 1 to 3 Days
  • Metropolitan Brisbane & Melbourne – 2 Days
  • Metropolitan Adelaide – 3 Days
  • Metropolitan Perth, Darwin, and Tasmania – 4 to 5 Days
  • All other Locations – 2 to 10 Days

These delivery times are a guideline only. Australia Post and DZ Electrical has no liability resulting from a failure to deliver in accordance with these timetables.

Events such as natural disasters may impact the delivery of items at the time they occur. Please be patient during these times as we will try to keep you updated as much as possible in regard to the delivery status of your items.

- What Is the Shipping Cost for An Item?

We ship to Australia, New Zealand, Canada, USA and UK only. Shipping Rates are:

  • Australia-Wide Except for Western Australia/Tasmania/Northern Territory
    • Orders Under $500 (Including GST) - $9.90 Freight (Including GST) excluding Heavy, Bulky, Fragile Items (See below for more details)
  • Western Australia/Tasmania/Northern Territory
    • Orders Under $500 (Including GST) - $19.80 Freight (Including GST) *
    • Orders Over $500 But under $1000 (Including GST) - $16.50 Freight (Including GST) *
  • New Zealand, Canada, USA, and UK
    • Sendle (Discounted rates from Shopify Shipping)

*Additional delivery fee(s) may be charged if the items are bulky/heavy such as Cable, Cable Duct, Conduit and Metal Enclosures (but not limited to) or items being shipped to a remote or regional area or postal code.

*Additional delivery fees will be charged if items are greater than 1.2 Metres in Length such as Antennas

*Due to third-party limitations & additional costs, we cannot deliver to PO Boxes.

- Do You Offer Local Pickup?

Yes, we do offer local pickup.

Our pickup address is 16 O'Briens Rd, Hurstville NSW 2220

We are open from 9am – 5pm Every day. We are closed on Public Holidays.

- I Have Received the Wrong Item

If we have made an error while processing your order, we will pay 100% of the shipping fees to correct the problem.

Please contact us and let us know the following:

  • What item did you receive?
  • What item should you have received?
  • Your order/item number?
  • Would you like to keep the item?

Sometimes, the mistake is one that a customer does not mind. The item could be more expensive, just as good, or sometimes better. If you would like to keep the item we sent you in error, please email us and we can work out a discount for the mistake, or a credit in our store for the understanding.

If you choose to send the incorrect item back, we will refund the shipping costs when we receive the returned item. We take no responsibility for items which have gone missing in the mail, so we encourage people to use a traceable postage service when returning items.

We will refund the postage costs the same way you made payment for your item. If you paid by bank deposit, cheque, or money order, we would need your bank deposit details to transfer the money back into your account.

- Can You Ship to International Buyers?

DZ Electrical now ships internationally. Due to the nature of our products, we have on offer, they may not be covered by or compatible with your country’s electrical regulations or specifications, so please be wary before placing your order.

- Do We Drop Ship Items?

DZ Electrical Products is a factory to consumer business, so we do drop ship very large orders and niche made to order products to give the best prices possible. Our main items are "in-house" and ready to ship. Refunds requests on out-of-stock items will be processed immediately.

 

Warranty & Returns

- Are Products Covered by Warranty?

Products are covered by their respective manufacturers warranty period. Warranty is valid within Australia only.

All item accessories are not covered by the warranty. For example, if you purchase a smoke alarm, the smoke alarm itself is covered by the warranty but the battery is not.

- Is Warranty Transferable?

No, if warranty is offered this is non-transferable, even on bulk lots. If the item(s) are being purchased by yourself then any warranty claims must come directly from you. We are unable to make any exceptions.

- Is Warranty Extended If an Item Is Replaced?

The warranty applies only to the original product and is not extended for replacements.

- Who Is Responsible for Postage Costs Related to Warranty Claims?

All goods returned to DZ Electrical under warranty outside of the 14-day return period is at the buyers’ expense both ways. The customer is welcome to deal directly with the respective manufacturer and their warranty claims process which may offer alternative solutions and freight options to replace or repair an item under their respective warranty terms and conditions.

- My Product was Damaged During Shipping. What Should I Do?

DZ Electrical takes pride in the packaging and shipping of products, but if your product was damaged during shipping, please contact us within 3 days of receipt of the item with your sales receipt number, item number, and product name and if possible, a photo of the damaged goods. We will reply via e-mail with a resolution.

- Can I Drop Returns back to DZ Electrical?

Yes, you may drop a return off to us. Our address is 16 O'Briens Rd, Hurstville NSW 2220. You will still need to fill out an RA Form and provide proof of purchase with your return.

 

Product Listings

- I would like to purchase other electrical items not on your website. Can you add them to the site?

Please contact us if you have a product that you cannot find on our website, and we will see if we can source it and provide you with a great price.

If it fits into our selection matrix, we will add it to our site and then you will be able to purchase it.

- Something Does Not Look Right in This Listing. Is It a Mistake?

It is possible that a mistake can be made in a listing, however it does not happen often. If a mistake was made, or if you are concerned with pricing, shipping, images, or text, please contact us immediately so we can investigate and fix any problem.

If a pricing error was made, we will contact a buyer immediately. We would hope our customers understand that these types of things can happen, and we try our best to limit any mistakes in pricing and descriptions.

 

Payment Information

- How Can I Pay?

DZ Electrical offers several methods of payment, we will accept payment via PayPal, Bank Deposit, Mastercard, Visa, American Express, Afterpay, ZipPay, Apple Pay and G Pay.

Personal Cheques, Bank Cheques and Money Order payments require a waiting period for your payment to arrive and be processed, prior to product shipment.

PayPal orders are shipped withing 1-2 days of payment being received. Please be aware that PayPal E-Cheque payments may take up to 5 working days to clear. Your item will not be shipped until your payment clears.

For Bank Deposit Payments, please use your order number as reference for your payment. Please notify us when you have made payment, so we are aware you have deposited your payment. Depending on which bank you are with, bank deposits may take up to 3 business days to appear in our account. DZ Electrical uses CBA as their preferred bank.

Credit Card payments are generally not accepted over the phone. However, you may pay by credit card if you choose to pick up and pay for your item in person. We also accept cash on pickup as well.

 

Contact Us

- How Can I Obtain a Quote for several Items?

We provide a service where you may send us an email with multiple items you are after, and we are more than happy to quote for you. In some cases, Bulk orders may attract better pricing that what is listed on our website. We also carry many more items which we do not list on our website.

Please be patient when receiving a reply for a quote as quoting orders takes up a lot of time and effort to do so. We prefer all quotes to be sent in writing via email. When asking for a quote don’t forget to include your full name, contact details, and shipping address so we can accurately quote shipping costs also.

- Can I Contact You Via Email?

Feel free to contact us at any time.

If you email us on a weekend, please be patient and we will get to you as soon as possible.

Your business and satisfaction are important to us, and we will reply to your e-mail in a timely manner.

We endeavour to answer all emails between 24-48 hours after they are received.

Please read our FAQ page as many questions can be answered by finding out more information from this page.

- Can I Contact You Via Phone

If you prefer to handle a request over the phone, you can send us an e-mail with the phone number you would like to be reached at along with a brief description of the issue. This way we can look up the problem and prepare to resolve it in a quick and efficient manner. Please be patient as we are inundated with emails daily, all emails are read and usually answered between 24-48 hours after they are received.

 

Mobile: +61414146027

WeChat/WhatsApp: +61414146027

Email: dzelectricalproducts@gmail.com