Customer Service - Zylax Computers

Delivery timings

The shipping time of goods ordered is generally 2-5 days from dispatch for goods in stock but in the event that goods are out of stock or back order products we will contact you within 2 days with an estimated time of arrival for the item.

Shipping (scope)

Shipping is only within Australia. Note that for Tasmania, Western Australia, South Australia, Northern territory and any bulky or large goods purchased, shipping will be quoted upon receipt of order due to any of the above applicable circumstances. Bulky goods imply anything which cannot be sent in a 3kg courier bag.

Trace your order

Orders are shipped through various postal and courier services depending on the size, destination and types of goods that are being sent. Details of Order Shipment are sent to your registered email address. Using the tracking number provided you can trace the status/location of your order

Order Status

When we ship orders, this is indicated as "Shipped" on the order page. We subsequently update orders to indicate cancellations, refunds, payment errors and back orders to ensure our customer are aware of the status of the goods ordered.

In the case of pick-up orders, the order will be executed as "Delivered" to signal that it has reached the receiving party.

When you visit Zylax Online we may record certain non-personal information, such as your server IP address, domain name, date and time of your visit and any pages viewed. That information will only be used for statistical and website administration purposes. When you create an online account at Zylax Online, we collect your identfiable details like name, e-mail address, Company Name, Address, Phone and Fax numbers etc to complete a customer order, or to communicate with the your as customer to discuss order details or any other communication neccessary in order for us to execute the order. Please read further here as for how we collect and use personal information

We do not refund if you:
• simply change your mind, or
• make a wrong decision, or
• the product does not do what it's supposed to do

Please keep in mind that we urge customers to ask questions, research and compare before placing an order. When we receive orders, we have the assumption that the customer is full aware of what they are ordering based on their own thorough research, especially for goods valued upwards of $150 each.

In the case of opened goods, if it comes to our attention that a make/model can be differentiated by simply inspecting the package before opening, we are unable to do a return. The circumstances will be looked at on a case to case basis. If you have received an incorrect product and have not opened, torn, defaced or damaged the box, we will be able to offer an exchange as we do consider human error in these cases.

A standard 15% re-stocking fee is charged on ALL goods returned, and the difference re-imbursed once standard authorisation processes have been completed.

How to place an Order

At Zylax you can place online orders from our website, or can call us or fax us the order on 02 9674 8933. After registering as a user on Zylax you are able to browse through the website and buy your selection of items

Order Status

You can check the status of you order by visiting the "My Account" link in your profile and clicking on the “my orders” section to view your recent orders. In this section you are able to view the status of your order, to is if it has been verified or rejected.

We have a 2-3 working day turnaround between receiving orders and shipping them. This only applies to goods that are in-stock with us or our suppliers. For back order items and specialty goods, orders going to WA, NT and Tasmania, orders that require part shipments and bulky items that need to be transported by road freight, all customers will be advised of processing time and given tracking information to follow the progress of the goods once they have been dispatched.

Cancelling your Order

We are able to cancel orders if they orders have not yet been processed. If the order is already in the processing stage, a 10% restocking fee needs to be paid to cancel the order. For further information, please contact customer service at: 02 9674 8166

Out of stock items

The out of stock items will have an estimated time of availability (ETA). After ordering an item, it will be available in the estimated time provided.

Payment options

We accept different forms of payment keeping in mind you, as a customer, are the most important and integral part of our business. We accept:

- Credit Cards (using the secure hosted system by National Australia Bank). For VISA/Master/Amex we charge a 1.7% surcharge

- Direct Deposit

- Cheques (goods will not be shipped until cheque is cleared and payment is credited into our account)

Secure Payment

Our website is fully secured with SSL and we do not keep any credit card information with us. All Credit card information is kept on National Australia Bank’s server to assure you full peace of mind.

Transaction timings

Depending on the medium of the payment, transaction timings will be altered. Paying online via credit card/PayPal should only take a few minutes to process whereas a payment by direct deposit or check can be delayed until the payment is cleared.

Credit Card Verification

We have taken the following steps for your security and to protect us from fraudulent transactions, to make sure that we are not getting any chargebacks. These steps are taken by many companies including Paypal and many retailers online to safeguard customers and themselves. Steps of verification we follow are

1 Once you pay the money from a credit card, we will refund a small amount of credit into your account

2 You have to confirm the refunded amount via email

Reasons as to why we do undergo these verification steps are that we do not get physical address and other documents to provide evidence of proof of genuine card holder and there is no other effective way to find out that if you (as customers) are the bonafide card holder of the credit card.

But once we follow these steps, the only person who knows about the amount is us and our customer. You can check that amount by logging into your net banking.