All Australian Company
1300 727 743Sales: 9am-6pm Mon-Fri
Customer Service: 10am-4pm Mon-Fri
Help and Frequently Asked Questions
PHDsites Pty Limited | ABN 42 102 220 226
Help and Frequently Asked Questions
Warranty
Pricing and Payments
Registration and PrivacyPHDsites Monthly E-Deals email and Unsubscribing
Finding Help and Contacting us
Disclaimer
Fraud Prevention
Duty FreeInformation about PHDsites Pty Limited
Shopping at Scanshop.com.auOur aim is to make Scanshop.com.au your preferred place to go for all of your Scanner and associated options purchases. We will work to provide you with the best price, choice of products and service.
What Scanner brands do you carry?
Scanshop.com.au's selection is carefully edited from the merchandise of our retail partners. The result is thousands of items to choose from and a balanced selection of prices and styles. And no matter what you purchase, every item is backed by the manufacturers comprehensive guarantees, warranties and service programs.
We are able to leverage our close association with leading IT manufacturers and distributors in Australia resulting in a very competitive pricing scheme. Shop around, then check our prices, we believe you will be pleasantly surprised. We will from time to time be offering additional discount opportunities include exclusive Preferred Customer sales events and manufacturers? closeouts. So remember; Every time you visit us, there?s exceptional value to be found.
Please be aware that if you find a cheaper price on an item found in our site then it may be from a store that unofficially imports them into Australia (also referred to as Grey Imports). All products sold by us are genuine Australian market goods, purchased directly from Australian Manufacturers and Distributors.
Don't be fooled, buying a grey import will render your warranty void in Australia.
Do you have a paper catalogue?
At present Scanshop.com.au is entirely a web based catalogue, which means we have the ability to offer you the most accurate and up-to-date products at the best possible prices.
Can I see your merchandise in a store?
In order to keep our costs down, we do not have any physical store for you to visit, but we have tried to provide you with all of the information you will need to make an informed Scanner purchasing decision online, including Product brochures, photos and comparisons.
Scanshop.com.au charges freight based on the weight of the goods you are purchasing and the postcode of the delivery address.
To check the freight charge of the items in your shopping cart you can add up the total weight and use our freight calculator on the menu at the top of the screen.Scanshop.com.au stands behind all of our products and ensures it will be delivered to you in perfect working order.
How and when will my order be delivered?
At Scanshop.com.au, we ship from many distribution centers around Australia, if your item is in stock it can usually be dispatched the same day as your payment has been processed and should arrive at your delivery address between 2 and 7 days later. We ship using various reputable shipping companies and will require someone to be at the delivery address during normal business hours, to sign for the package. All orders shipped can be tracked by us online. If you have any special shipping requirements, you can write them in the Delivery Notes: field on checkout. You can check your orders status on-line at anytime just be logging in with your userid and password.
Also note that because your order is shipped via courier, it may be useful for you to have the package delivered to your office address if you cannot be home during normal working hours.
Can my order be shipped to a P.O. Box?
Yes we can ship to a P.O. Box for an extra charge, please call us on 1300 727 743 if you require your order shipped to a P.O. Box.
Will my Scanner software be installed for me?
Scanshop.com.au won't install your software for you, but can organize for a service person from one of our partner companies to visit you to install your software for an additional cost.
How can I see the status of my order?
To view the status of your order, simply login to your Scanshop.com.au Account and select Order Status at the top of the page.
I received an e-mail notifying me the status of my order has changed. Where can I see my order's new status?
All you have to do is login to your Scanshop.com.au Account and select your Order Status for an updated status. Status changes range from confirming receipt of your payment to assigning the time of day for your delivery, so you?ll want to follow up with notifications promptly.
Can I change my delivery date?
At present this feature is not yet available, but we are working towards it with our delivery partners.
Can I cancel my order?
Orders placed online can be canceled as long as the items have not yet been dispatched for delivery. Simply send an email to customerservice@PHDsites.com.au mentioning your Scanshop.com.au userid and order number. A full refund will promptly be made in the same payment method you chose to originally pay for your order. Order cancellation for orders paid for by credit card will result in a credit cancellation fee equal to 2% of the order value. If your order has already been dispatched for delivery, cancellation will result in a restocking fee based on a percentage of the total order.
What if I'm unhappy with my purchase?
When you purchase from Scanshop.com.au you?re covered by the same return policies and guarantees as if you bought from a regular retail store. If your goods are damaged or faulty at the time you receive them, you should contact Scanshop.com.au on 1300 727 743 or by email at customerservice@PHDsites.com.au within 7 days and we will organize a return authorization.
We will then repair or replace the goods within 14 working days of our receipt of them. If a product returned as faulty or damaged is found not to be so, it will be returned to you and you will be charged the delivery cost of picking up and returning the goods.
Please select your purchases carefully as we cannot accept return of goods due to incorrect product selection or a change in your buying decision.
What warranty do I get on my purchase?
All products sold by us are genuine Australian market goods, purchased directly from Australian Manufacturers and Distributors and as such come with a full Australian Warranty.
We also offer an extended warranty options on many of our Scanners, these options can extend you warranty period or give you faster warranty service or both. Check under the Warranty heading on your Scanners details page or give us a call on 1300 727 743.
Please be aware that if you find a cheaper price on an item found in our site then it may be from a store that unofficially imports them into Australia (also referred to as Grey Imports). All products sold by us are genuine Australian market goods, purchased directly from Australian Manufacturers and Distributors.
Don't be fooled, buying a grey import will render your warranty void in Australia.
Are the prices in my Shopping Cart guaranteed?
Scanshop.com.au makes every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been accepted and confirmed by us in email.
Please also note that promotions on Scanshop.com.au expire at midnight EST on the date indicated on product pages and shopping carts.
What types of payments do you accept?
Scanshop.com.au accepts Visa, Mastercard, Bankcard and American Express*. Our preferred payment method is Bpay or Direct bank transfer. Some products can also be rented using.
In certain circumstances we can offer payment by cheque or on account, to use these payment options, please contact us on 1300 727 743.
*American Express payments will incur a surcharge of 2% of the total (including Freight cost) order.Do you charge my credit card at the time I place my order?
We process credit card payments on the same or next business day following your order. If your credit card fails we will contact you immediately to rectify. If you require faster processing and/or delivery, please call our customer service department on 1300 727743 to discuss.
Do you accept COD orders?
We cannot accept COD orders. All orders must be paid in full prior to delivery.
How do I become a PHDsites Preferred Customer?
All you have to do is register and create your personal PHDsites Account. The process takes only a moment, then press Submit and you?re done! The benefits are substantial:
- Be notified of exclusive offers
- Check the status of your orders online
- Qualify for further discount vouchers
- Track your order progress
- Use your account details on other PHDsites Shopping sites and to fast track future orders. How do I change my personal information?Login to your PHDsites Account to change or add to your billing/shipping addresses, e-mail address, phone number, password or payment options.
What if I forget my password?
Go to the Login area of our website and click 'Lost Your Password.' Enter your e-mail address and we?ll send your Scanshop.com.au password.
Do you share my information with anyone?
We will not share your personal information with anyone, except as is required to fulfill your order. Click here to see Scanshop.com.au?s privacy policy.
Once you create an account on PHDsites you are automatically added to our PHDsites E-deals mailing list, this enables you to receive our once a month Email Newsletter with the latest information on great deals, new sites and features.
You can unsubscribe at anytime from our mailing list by logging into your account and in the "Edit Account" page check the box next to : "I do not wish to receive PHDsites News" and submit. It's as easy as that. Alternatively you can email customerservice@PHDsites.com.au or call us on 1300 727 743.
Australia's new SPAM Act comes into full force on 10 April 2004 and will regulate the sending of email, SMS and other electronic messages of a commercial nature with Australian Internet links. The Act still won't cover the vast majority of SPAM, which originates outside Australia. However, the Government is hoping that its tough measures will lead to similar legislation being implemented in the US and Europe.
The SPAM Act regulates commercial electronic messages ("CEMs") by providing that, subject to limited exceptions, they:
a. must not be sent without the prior consent of the recipient. (That consent may be express or implied ("reasonably inferred") from the conduct, business and other relationships of the person or organization concerned.);
b. must contain a functional unsubscribe facility; and
c. must accurately identify the sender of the message.
Important note: Scanshop.com.au trading as PHDsites Pty Limited has not added any email addresses to its databases that don't comply with the Privacy Act 1988 National Privacy Principles (Privacy Amendment (Private Sector) Act 2000 amendments. Further, we believe that our lists comply with the new legislation.
Therefore, the failure to unsubscribe from a mailing list after having received numerous emails from Scanshop.com.au prior to the implementation of restrictions on the collection of email addresses (provided the emails clearly inform the addressee of the ability to unsubscribe and the unsubscribe facility works) is considered to constitute conduct which implies consent.
If you want to stop receiving information from Scanshop.com.au, please follow the very easy instructions included with the monthly email and also mentioned above. Scanshop.com.au's email database is managed in accordance with Privacy Act 1988 National Privacy Principles (Privacy Amendment (Private Sector) Act 2000 and it's email marketing practices comply with the provisions of the Spam Act 2003 and Spam (Consequential Amendments) Act 2003.
All email communications include a functional unsubscribe facility, including email, phone, fax and physical addresses to allow the communication of the addressee's wishes to cease receiving correspondence from Scanshop.com.au and its associated companies and sponsors. Any request to be removed from Scanshop.com.au's email database will be acted on within 2 working day's of receipt of that advice, whether that advice be by email, fax, phone or mail.
What if I have questions about a product?
Scanshop.com.au has made every endeavor to provide you with all of the information you will need to make your purchasing decision. On most product pages you will find photos, detailed descriptions, brochures and lists of associated products and peripherals.
If you still have questions on any of our products you can email productinformation@PHDsites.com.au with your question and one of our trained sales assistants will answer your email as quickly as possible.How do I contact Scanshop.com.au?
For questions on products you can email productinformation@PHDsites.com.au with your question and one of our trained sales assistants will answer your email as quickly as possible.
For questions on the status of your order, including payment processing and delivery dates, you can email us at customerservice@PHDsites.com.au with your question and one of our customer service personnel will attempt to answer your email within 1 working day. Please be sure to include your Order Number in the subject.You can also contact us during regular business hours by phone on 1300 727 743.
For Correspondence:
Head office Address Postal Address 64a Enmore Road GPO Box 5206 Newtown, NSW, 2042 Sydney, NSW, 2001
The data shown on the Scanshop.com.au website is provided 'as is' Neither Scanshop.com.au, PHDsites, nor the provider of the data, represents or guarantees, or accepts any liability whatsoever in respect the accuracy of any of this data. It is not provided for professional use. Any use of this information is at the user's risk. Scanshop.com.au or PHDsites does not accept any liability for any delays, interruptions, errors, or omissions, however occurring (including as a result of negligence) in the collecting, recording, processing, storing or dissemination of this information.
This site may contain third party advertisements and links to third party sites. Scanshop.com.au or PHDsites does not make any representation as to the accuracy or suitability of any of the information contained in those advertisements or sites and does not accept any responsibility or liability for the conduct or content of those advertisements and sites and the offerings made by the third parties. Third party advertisements and links to other sites where goods or services are advertised are not endorsements or recommendations by Scanshop.com.au or PHDsites of the third party sites, goods or services. Your access to or use of them is at your own risk.
Certain Products such as Printer consumables and end of life items are non returnable, so please choose carefully and consult with our Customer Service personnel before your purchase if in doubt.
Bonus or promotional items may only be available while stocks last, an in stock promotional item may move out of stock between placing of your order and the processing of your payment, every endeavor will be made to fulfill your order with the promotional bonus, but in some case this may not be possible and you will be notified by phone or email that this is the case.
A photo may accompany an item in our catalogue, this photo is for illustration purposes only and may not represent the exact item associated.
As well as protecting the privacy of our customers information, we also work with State and Australian Federal police in monitoring and investigating all fraudulent transactions placed on our shopping sites. We believe that the safeguards put in place on our site to ensure your protection are not necessarily duplicated on other web shopping sites or even regular old fashioned retail shops. Every fraudulent transaction that occurs effects the reputation of all reputable shopping sites such as ours, so we warn any would be fraudster that we will go to extra lengths to track you down and put you out of business.
CRIMES ACT 1900 - SECT 179
As a reference, here is a relevant section from the NSW crimes act:
False pretences etc
179 False pretences etc
Whosoever, by any false pretence or by any wilfully false promise, or partly by a false pretence and partly by a wilfully false promise, obtains from any person any property, with intent to defraud, shall be liable to imprisonment for five years.
As part of The New Tax System the Government introduced a Tourist Refund Scheme (TRS). The scheme is administered by Customs and took effect on 1 July 2000.
The scheme means tourists and Australian overseas travellers may be entitled to a refund of goods and services tax (GST) on purchases of goods bought from Australian retailers.
The refund only applies to goods you take with you as hand luggage or wear onto the aircraft or ship when you leave the country. It does not apply to services or goods consumed or partly consumed in Australia or to goods purchased before 1 July 2000. However, unlike other tourist shopping schemes, you can use the goods before leaving Australia.
The GST refund is calculated by dividing the total amount of the purchase (which must be over $300) by 11. For example, if you buy goods for a GST-inclusive price of $330 you will receive a refund of $30.
The TRS is open to all overseas visitors and Australian residents, except air and sea operating crew.
How do I make a claim?
If you are leaving Australia by air, look for the TRS booth in the departures areas of international terminals at Sydney, Brisbane, Melbourne, Perth, Cairns, Adelaide, Darwin and Coolangatta, after you have passed through passport control.
At the booth you will need to produce:
- your goods (to prove you are taking them out of the country)
- the tax invoice from Scanshop.com.au which you recieve in Email (to provide information for Customs officers) Note you may purchase several lower-priced items from Scanshop.com.au, but to claim your refund, the total purchase must amount to $300 (GST inclusive) or more.
- your passport; and
- your international boarding pass or other proof of travel.
You will then be paid a cash refund or assisted to complete your non-cash payment option.
If you are leaving Australia from a cruise liner terminal located at Circular Quay and Darling Harbour in Sydney, or terminals in Cairns, Darwin or Fremantle, or from Broome airport, you will need to present the same items to the Customs officer on duty, who will assist you to make your claim (no cash refunds at these sites).
If you are leaving Australia from another port, contact Customs to find out if you can make a claim.
The process will only take a few minutes. However, you should allow for other passengers queuing for a refund. We suggest you allow an extra 15 minutes on top of airlines recommended time allowances. Refunds will be available until 30 minutes before the aircraft is due to depart.
Can I bring back the goods into Australia?
If you bring the goods back into Australia, you could be liable to pay GST. Normal passenger concessions will continue to apply but if in doubt you should declare the goods to Customs on your return. More information is contained in the brochure Know Before You Go which is available from customs.
Where can I get more information?
A fact sheet titled "Tax back for travellers - the Tourist Refund Scheme" is available by clicking here (size: 207K). An order form for TRS products/brochures (including various language versions) can be accessed here.
More information is available from Customs on:
Telephone (Within Australia): 1300 363 263 for the cost of a local call
Telephone (Outside Australia): + 61 2 6275 6666
E-mail: information@customs.gov.au
Hey Gary,
It has arrived and I have opened and played with it - I'm the envy of the entire office. Thank you for all your help.
Here is my thank you statement ...........
These guys are the BEST! Unbelievable price ... unsurpassed, friendly & professional customer service and incredibly quick delivery - got the goods in less than 24 hours! I am one VERY happy customer :) <-- this "grin" isn't big enough to express how happy I am!Matt
dear gary,
many thanks for your prompt response.
you did what you said you would do.....and this is integrity....unfortunately many people don't do what you did...they don't keep their word........many thanks.
cheers john
Hello to all at Digitalcams,
I just wanted to thank you for all the help you have given me from ordering to receiving my new digital camera (Canon IXUS400). This was my first internet buying experience and I was more than happy with it. I was worried about a big financial transaction but after talking to you guys I felt more comfortable. You pointed out if there were any waiting times and explained any concerns I might have had. Normally I think customer referrals on web sites are made up but I have to say I was impressed and will definitely be recommending you guys to anyone who's interested in buying a camera. Thanks again for you help, love the camera.
Cheers, Michelle
Hi,
Good news, the replacement notebook has arrived, and I have just started putting on programmes etc and it all looks fine. I will send the other one back on Monday.
I just wanted to also thankyou so much for organising the replacement for me I really appreciate it, and the initial assistance when I was deciding what to buy. I will definitely recommend you guys to any friends looking to buy computers. Thanks again.Kind Regards
Julia
17-11-2003
Hi there
Just thought I would send a message of appreciation re my recent laptop computer purchase. I am in the process of establishing a small business as I am leaving my current employment in a few weeks and in my new business I will need to be mobile.
The idea of purchasing a laptop computer via the internet was a bit of an unknown as I have heard of a few bad experiences with people purchasing goods over the net.
I must admit I started to place the order but ended up phoning your company as I had a couple of questions re some of the features of the model I wished to purchase.
I spoke to a young lad by the name of Anthony. Anthony was extremely courteous and helpful. He was able to answer all of my questions and made me feel I was dealing with a company with good business ethics.
I placed the order last Wednesday lunchtime with an estimated 2 day delivery to Brisbane. I received confirmation of the order within minutes and a tax invoice a few minutes later. The computer arrived just before lunchtime the next day. That's outstanding service!
By the way .....I have just completed the implementation of a complaint management system for OneSteel so I understand the difficulty in obtaining positive customer feedback.
It was a pleasure to do business with your company and keep up the good work.
best regards
Peter
5-12-2004
THANK YOU!
I would just like to give some feedback on the service.
I am extremely pleased with the customer service that I have received from the start. The personnel at enquires have been very helpful and they answered all my question. I have purchased a Sony P10 Digital Camera at a very competitive price from the site, which I received 24hr from when I placed my order. I will be recommending this site to all my friends and I will not be hesitating in purchasing more items from them.
Thank you for the great service!!!!!!
12-3-2005
Happy customer!
Just wanted to let you know that our printer arrived in tip top condition and Promptly!!!
What an amazing service you have, fast easy and efficient, well done!!
You'll get my recommendation every time, keep up the good work.
Dr. Z J
5-5-2005
Hi Alison,
My Epson EMP-S1 Projector arrived yesterday afternoon, I am very pleased with it, as are my family and friends who were lucky enough to see it in action yesterday, It really exceeded my expectations, Gladiator projected onto the wall at over 3 x 2 meters was awesome.
I want to thank you for your help and prompt service.
I had no hesitation recommending www.Projectorsales.com, and the Epson EMP-S1, to my family, friends and workmates and hope some of them will be smart enough to copy me, and enjoy a true home cinema experience as we are, thanks to www.Projectorsales.com and my new Epson EMP-S1.
Thanks again.
A very satisfied customer.
Cheers
Kevin
11-5-2005
Hi Customer Service,
This is the 2nd camera that I've bought from www.Digitalcams.com
The first time I bought one from you, I shopped around all the other internet sites, and seeing your site had the cheapest price which accepted a credit card, I bought from you. At that time I had some reservations because I have never bought from you before. But the camera came without fuss in record time!
This time round I went straight to www.Digitalcams.com
And again the camera has come without fuss and in record time!
Thanks again for the best prices with a service to match.
Regards,
Shane
10-12-2005
A LETTER OF THANKS TO ALL STAFF
To receive my order (in Tasmania) within 24 hours is nothing short of phenomenal. With that kind of service and after dealing with pleasant, knowledgeable and highly efficient staff, you may be assured that I most definitely will shop with you again. Not only that but I will let all my friends know, where they too can get REAL service. A very big thank you. I would like to take this opportunity to wish you all a very Happy and Safe Christmas. With regards from a still stunned, happy customer, Joyce.
22-3-2006
Hi,
I just wanted to send a little note to express my appreciation of the service I have received. I placed my order Wed 3pm and had the camera by 1pm Fri. This was just brilliant timing as I was able to use the camera straight away at my son's first sport day which started an hour later. Thanks again...VERY IMPRESSED!!!!!
Kind regards,
Dave
