Customer Service FAQs

Attention customers AutoElec is open and fully operational during the COVID-19 crisis.

General

Can AutoElec order in an item that does not appear for sale on this website?
All products available for pre-order will clearly display a Pre-order now button and the estimated date of the items being restocked. Please scroll down to the bottom of the page to find out more about pre-orders. Unfortunately, we are unable to special order in products for customers which we do not stock. 

If an item is showing as being out of stock we will normally have more arriving within a few days, click on the notify me button next to the item to have our system notify you once it is back in stock.


I have an issue with an eBay order, can you help?
If you have made a purchase on eBay please contact us via your eBay account for the fastest response.


Can I contact you via phone?
We operate online, our margins are low and as a result, we do not have customer support or can accept orders via phone. 


Can I cancel, update or edit my order?
Please contact AutoElec here with your order number for assistance and we will try to help you as soon as we can. 


I have only received part of my order and some items are missing?
The items in your order may have come from different warehouses depending on where our stock is located. Please check your order dispatch notification email which should indicate multiple tracking numbers which will allow you to locate your remaining parcels.
If this is not the case please contact AutoElec here with your order number.


Apple Pay & Google Pay

For Apple Pay or Google pay checkout methods to be available you must be using a compatible browser, device, and have a card saved. 

Important: Without these, the web payment buttons will not appear in checkout.

The exact requirements for web payments to appear are:

Safari (Apple Pay only)

  • Safari on Mac running macOS Sierra or later.
  • An iPhone (not an iPad) with a card in its Wallet paired to your Mac with Handoff, or a Mac with TouchID.

Mobile Safari (Apple Pay only)

  • Mobile Safari on iOS 10.1 or later.
  • A card saved in Wallet, by going to Settings > Wallet & Apple Pay.

Chrome (Google Pay only)

  • Chrome 61 or newer.
  • A saved payment card.

Chrome Mobile for Android (Google Pay only)

  • Chrome 61 or newer.
  • An activated Google Pay card or a saved card (Settings > Payment methods).
  • Access payment methods enabled (Settings > Privacy).

Microsoft Edge for Windows

  • Microsoft Edge 16.16299 or newer.
  • A saved payment card.

 

Return & Refunds

Do you offer a refund if I change my mind?
We do not offer refunds for change of minds. 


My item arrived faulty, damaged or is different from what I ordered can I return it for a refund or replacement?
We are sorry to hear that you received a damaged or faulty item. You are entitled to a refund or replacement if there is a major fault with the item, if goods are damaged in transit, or if the item is not as described.
Please keep your goods in the original condition if returning them and contact AutoElec here as soon as possible with your order number for assistance.


How do I return an item?
Once we have authorised a return we will pay for the return shipping by emailing you a pre-paid return label via Australia post, which you will need to print and attach to the item and drop off at the post office to come back to us. 
In the case of bulky items delivered by courier, we will authorise a pre-paid return in which case you need to deliver the item back to the closest depot where the pre-paid return authority will be waiting. Unfortunately we cannot arrange a pick-up from your delivery address.

 

 

Shipping

How do I track my order?
All items are sent with tracking numbers unless otherwise indicated in the listing.
Once the dispatch is arranged via the courier a tracking number is generated. We email you this tracking number as soon as it is generated when the goods are dispatched.

If you wish to track your parcel please visit the courier tracking website as listed on the dispatch notification with your tracking number.

Click here to visit the Australia Post eParcel tracking website.

Please note that the tracking number can take up to 24 hours to upload on to the Australia Post website. 

If we dispatch your order using one of our courier companies you will receive a dispatch email advising you of the consignment number and link so that you can track and trace your order until it arrives at your address.


My tracking number doesn't work?
If you have an invalid tracking number and it is within the first 24 hours after dispatch Australia Post may not have scanned your parcel yet. Once 24 hours has passed this should now work.


How long does it take you to dispatch my order?
We dispatch within 2-4 working days of your cleared payment being received.


How long does delivery take?
From our experience generally, items arrive 3-5 working days for delivery to a capital city in any state, 4-7 working days for delivery to most large regional towns and 5-10 working days for delivery to other remote locations.
These delivery times are estimates only, and actual delivery times may vary.

During peak periods (Easter, Christmas and public holidays), deliveries may take longer. We cannot advise or specify a delivery date or time as this is not something that our couriers offer.


Do I have to sign for my order?
Yes, deliveries generally must be signed for and anyone at the delivery address who receives the products shall be presumed by us as to be authorised to receive the order. 
If you wish for your consignment to be left without a signature, please request this prior to dispatch. Normally our couriers will not leave an item without a signature unless it has been authorised. 
Please note that if you do choose this option that you release us from any liability for your delivery and item not received rights.


Can I pick up my order?
We have multiple warehouses located across Australia and we are unable to allow pickups.


How much does shipping cost?
The majority of items in our store are freight free, but please refer to each individual listing regarding the shipping costs. We have multiple warehouses across Australia and will try to ship from the closest warehouse to your delivery address to ensure that you receive the best possible shipping price.


Does shipping including insurance?
Yes, we provide free shipping insurance on all orders regardless of the size or carrier. If your order arrives damaged please take a photo and contact AutoElec here for assistance.


Can you send orders overseas?
At this time we are only able to ship items within Australia.


I missed my delivery, can I have my order redelivered?
If you have received a missed delivery card from our couriers or Australia Post please follow the instructions provided which will ensure that you receive your order in the fastest way possible.

Sometimes a courier will take your order to the closest Post Office or Courier depot which you may or may not be advised of. If you can please contact your local Post Office or Courier depot with your tracking number to see your order is awaiting collection.

After multiple unsuccessful delivery attempts, the courier or post office may return the item to us whereupon we will contact you for further instructions. The order will only be re-dispatched upon receipt of the appropriate second shipping charge.  In the event that the re-delivery charge remains unpaid for more than 30 days, your order will be deemed abandoned and may be offered for resale or otherwise disposed of.


Warranty

Does my item have a warranty?
AutoElec is a registered Australian business and complies with the Consumer Guarantees under Australian Consumer Law. All items sold by AutoElec are covered by a minimum of 12 months warranty. 

If an item is considered by the buyer to be faulty please AutoElec here first for troubleshooting assistance in case the fault relates to factors such as installation or components not included but directly related to the use of your product. 
If all troubleshooting tips fail the product warranty will be honored as per the manufacturer’s warranty policy which may involve a refund, replacement or repair at the manufacturer’s discretion depending on the severity of the fault.
You will also need a copy of your original proof of purchase.


Where can I find out more about a product warranty?
Most of the brands and manufacturers will specify their full warranty periods and terms on their own websites, this is generally the best place to find this information. If you are having difficulties understanding a product's warranty please contact AutoElec here for assistance.

 

SUMMARY OF PRE-ORDER TERMS & CONDITIONS

  • We will do our best to ship Pre-Order Products in accordance with their expected ship date. If this changes, we'll do our best to let you know.
  • You are responsible for keeping your shipping and contact information up-to-date to ensure proper shipment of any Pre-Order Products. Please email us at support@autoelec.com.au if you need to update any of this information.
  • You will be charged at time of placing a Pre-Order. If we're unable to commence shipping 60 days from order placement, we'll provide a full-refund at your request. No discounts, refunds or credits will otherwise be offered due to any such delays.

DISCLAIMER: THIS SUMMARY OF PRE-ORDER TERMS & CONDITIONS (THE "SUMMARY") IS INTENDED TO ASSIST YOUR REVIEW OF OUR TERMS (AS DEFINED BELOW). THIS SUMMARY IS IN NO WAY INTENDED TO BE COMPREHENSIVE AND ANY CONFLICTS WILL BE GOVERNED ENTIRELY BY THE TERMS BELOW.

 

FULL PRE-ORDER TERMS & CONDITIONS

These Pre-Order Terms and Conditions (these “Terms”) govern the placing of pre-orders (“Pre-Order”) with Autoelec.com.au. Please read these Terms carefully before submitting your Pre-Order of any Autoelec.com.au Products. By submitting your Pre-Order, you agree to be legally bound by these terms.

SECTION 1 - PRODUCTS

You may pre-order Autoelec Products, separately or in combination with each other. All products available for pre-order will clearly display a Pre-order now button and the estimated date of the items being restocked.

 

SECTION 2 - PRE-ORDER REGISTRATION

When placing a Pre-Order, you will be required to provide certain information, such as your address and billing information. You represent and warrant that all such information is accurate, and you shall ensure that such information is kept current. The Company shall have no responsibility or liability for inaccurate information or information that later becomes outdated, and shall have no obligation to make efforts to determine the correct contact or shipping information. You can update your information at any time prior to your Product being shipped by sending an e-mail to support@autoelec.com.au

SECTION 3 - PAYMENT

You will be charged at the time of placing a Pre-Order. If the Company is unable to commence shipping of a Pre-Order Product on or before the 60 day anniversary of your placing the Pre-Order for that Product, the Company shall process a full refund to you. All Pre-Orders are handled through the Autoelec website platform. Methods of payment accepted are Visa, Master Card, American Express, AfterPay, Zip, PayPal and others as made available from time to time by the payment gateway provider. Your placing of a Pre-Order constitutes your express agreement to the company charging of your provided payment method at such time.The purchase price does include import duties, taxes and other government charges.

SECTION 4 - SHIPPING

The expected shipping date for Pre-Order Products will be clearly noted on each Product page, subject to reasonable delays in manufacturing and/or delivery. Such a date is only an estimate, is subject to change, and the Company does not represent or warrant that it will be able to ship the Product by the estimated date.  As a result, in the event that a delay arises and the estimated shipment and/or release of the product is not met, Autoelec.com.au is not responsible for any damages that may occur due to the delay, nor shall it be obligated, except as set forth in these Terms, to provide any discounts, refunds or credits due to any such delays. The Products will be shipped in the order in which your Pre-Order is received by the Company.  Shipments will be made Monday – Friday, excluding holidays, unless otherwise noted.

SECTION 5 - NO CANCELLATION / REFUND

Once you place your order, your order is final, non­cancelable and non­refundable, except as specified in these terms and the applicable terms of sale.

SECTION 6 - TERMS & CONDITIONS OF SALE

The purchase of the Products is subject to additional terms and conditions provided by the Company, including in respect of any software included in the Products or intellectual property embodied in the Products or data collected by the Products. The current Terms and Conditions of Sale can be found here and are subject to change without notice. Your purchase of the Product will be subject to these Terms and Conditions and the refund policy  

 

SECTION 7 - PRIVACY

The information you provide for the Pre-Order of Products will be subject to the Company's Privacy Policy found here.

 

SECTION 8 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Pre-Order Terms and Conditions shall not constitute a waiver of such right or provision.

 

These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

 

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.