Frequently Asked Questions
Can I open an account? / Do you accept purchase orders?
Yes, we can provide Net 30 day accounts to a registered organisation upon request and then we will accept purchase orders and payment via direct credit or wire transfer. These are designed for educational institutions, companies and robotics clubs.
Please send us an email at firstname.lastname@example.org to open an account.
Can I order more units than are currently in stock?
Yes! Additional units are normally ready within five business days (often within two days) and your order will be held and sent as a single delivery. If we are unable to complete fulfilment within five business days, we will contact you and split your order, shipping those parts that are ready immediately and covering the cost of additional shipments.
Can you do special pricing for large orders?
Yes, if you would like to order more than $500 of one product (whichever is first), please contact us at email@example.com to discuss bulk pricing.
What currency are your prices in?
All prices are in Australian dollars (AUD) and are billed in AUD. All prices shown include 10% GST. For international orders, this GST will be removed on the checkout page.
What payment methods do you accept?
We use PayPal for all online transactions and as such we accept Mastercard, Visa, American Express, Diners and JCB cards via PayPal. We also accept all other Paypal payment methods, including bank transfers via Paypal.
We can also accept direct bank transfers and wire transfers if you open an organisation account.
What shipping methods do you offer?
We currently use Australia Post for all deliveries. Currently, Regular Post and Express Post are offered for domestic customers. A range of options from Sea Mail to Express Courier International is offered for international customers.
We can also use your courier or meet special requirements, just contact us at firstname.lastname@example.org.
Are your products RoHS Compliant?
All of our products comply with the European Directive 2011/65/EU on the Restriction of Hazardous Substances (RoHS 2), as all parts and solder paste are RoHS compliant. Most significantly, this means our products are lead–free (except as an alloy on copper connectors) and mercury-free. We do not complete formal testing of, or hold certificates of compliance for, each product. If these are required, please contact us at email@example.com to discuss options.
For special projects, we can make a specific product with lead-based solder if requested.
Do you accept product suggestions and feedback?
Absolutely! Many of our products are designed to solve existing problems in robots and we want to continue developing products that meet the current needs of customers. Please contact us at firstname.lastname@example.org.
Do you follow Electro Static Discharge (ESD) precautions?
Yes, when working with any ESD-sensitive product, we use ESD protection equipment and use ESD-safe equipment. Furthermore all electronic products are shipped in either red anti-static or grey ESD bags, depending on their nature.
Can you send me replacement parts for a kit I bought?
Yes, we can arrange a special shipment (or add to an open order) for spare parts. If the part was damaged in transit or missing upon arrival (which is very rare), we will cover the cost of shipping. Please contact us at email@example.com to order replacement parts.
How do I get technical support/replacement products?
For technical support, please contact firstname.lastname@example.org. We can assist you with our own products and the direct integration of them into your robot/system.
If you believe your product is faulty, please email us to arrange for a replacement product. Please be aware that, due to the intended use of our products, we can only accept products that are new or show only the modifications required for initial testing. We are unable to accept products that exhibit signs of reverse voltage failure or water-damaged products (none of our products are water resistant or water proof).