FAQs
Buying from Us
How can I contact you or buy from you?
We have a store in Canterbury, Sydney and a contact centre, which is available during the same trading hours as our store. 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 store, over the phone and online.
Why I did not receive an order confirmation email?
In case, you didn't receive an order confirmation email in your inbox then please check your Junk/Spam folder. Sometimes email providers filter emails into the spam or junk folders of your email account..
Are the prices you advertise (online and in store) the best price you can offer?
Yes they are. We have the same price; in store, online and over the phone. Every customer has the same opportunity to get a great price, regardless of where they shop. We believe that having a ‘No Price Matching’ policy leads to greater transparency and therefore is fair for everyone. There’s no need for “Terms and Conditions”, or hidden exclusions when your just don’t price match.
Our sales teams; in our store and contact centre are experts, and they’re ready to answer your questions and give advice regarding our products. We’ve take the ‘price question’ out of the conversation – we focus on excellent customer service. Our sales teams focus on listening, asking relevant questions, listening again.... and then suggesting the most appropriate gear/products.
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. Generally, we ship with Australia Post or StarTrack.
How much will shipping and handling cost?
Shipping and handling is a one-off, flat rate of $9.95 per order. The exception to this rule is when items are particularly bulky (eg. large backpacks, wheeled bags, tripods) or particularly heavy (eg. printers, scanners). If this exception applies to your order, we will contact you to discuss any additional shipping charges.
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 store 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 https://www.abf.gov.au/entering-and-leaving-australia/tourist-refund-scheme
Privacy
How can I be sure you do not pass on my personal details to a third party?
We take our responsibilities with your personal details seriously. We only give out your details to the credit company to process your order and the couriers to deliver it. See our Privacy Policy.
Returns
Faulty Products
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 either our store (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 customerservice@digitalcamerawarehouse.com.au 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.
Incorrect Choice
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 sale-able 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 our store. If you are unable to get to our store, please contact us on 1300 365 220 or email us at customerservice@digitalcamerawarehouse.com.au 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 customerservice@digitalcamerawarehouse.com.au
Warranty
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’.