(02) 6253 2668
Mon – Fri: 8:30am – 5:30pm
Sat / Sun: Closed
Frequently Asked Questions
Custom System Builds and Assembly:
Will you build my custom PC for me?
Yes, EBM Computers not only build EBM Custom pre-built systems, we can assemble your pre-bought parts and subject to the conditions and statuses of the parts EBM Computers Guarantees its work.
Are you able to customize an EBM Gaming System?
Yes, EBM Computers Specialises in Custom pre-built gaming systems
Your PC’s are assembled and ready for immediate purchase and we are able to make any changes to the configuration leading up to Delivery, subject to stock conditions.
You are permitted to make changes to your systems yourself once received, this will not affect the manufacturers warranty, provided you do not damage your system in doing so.
When will my order ship?
In Stock Orders typically ship within 1-2 business days. Please allow an extra day after a public holiday.
Can I get a copy of my tax invoice?
You can download a copy of your tax invoice from the order history section of your account by clicking on Order Details, followed by the Print button in the top right corner.Yes, Every order includes a sales tax invoice/receipt with warranty info and terms
How do I change or cancel my order?
If you have made a mistake or changed your mind about your order you can request a change or cancellation provided the order is still in a status of Pending or Awaiting Payment, an option of ‘Request Change’ or ‘Request Cancellation’ will be available in your order history page if this is the case. Once our warehouse team has finished processing your order and ready for delivery, we are unable to make changes or cancel the order.
Browsing and making a purchase:
The ETA changed – why?
ETAs are estimates and can change for many reasons – eg supplier delays, shipping delays, wharf/customs delays, etc. Nevertheless, our estimates are usually quite accurate and you will be updated if there are any changes.
How do store pick up orders work?
Simply place your order online, select store pick up during checkout, and wait for the confirmation email informing that the order is ready for collection. Please note that orders need to be placed online in advance, and stock will only be held for 24 business hours.
Can I pay for my order before I pick it up?
Yes, all orders need to be paid for when ordering online or instore. Payment options include EFTPOS, credit card, debit card and cash. If paying by card, please ensure your daily limit will allow for payment to go through.
Do you have a showroom?
Yes, While predominantly online store we do have a showroom. See above
Can I place an order or make payment over the phone?
No, all orders need to be placed online or in store, payments must be made online for interstate shipping orders or online and in store for store collection orders.
Can I pre-order items that are out of stock?
Yes, On occasion we will be able to offer pre orders or back order arrangements, please check back as we usually update the listings to allow pre-orders once an ETA is known.
This product is marked – “Sold out, check back later!”. Can you provide an ETA?
Yes, this status can mean we are waiting for an ETA. Please call us for any available information. Once known, the listing will be updated.
Do you offer discounts for large orders and businesses?
Yes, while we do offer our best possible prices up front online regardless of order size. On occasion we can engage the distributor to organise bulk orders.
Why can I only pay for selected items with PayPal?
We have had to restrict payment options on some products due to licensing, contracts, costs and credit card fraud.
Do you accept purchase orders or offer credit terms?
Yes, Only to Government Organisations and Contractors not to individuals or SME
What payment methods do you accept?
For online orders we accept Credit card via PayPal and Direct Bank Deposit.
For store pick up orders we accept EFTPOS, Credit Card, Cash or debit card.
How do I use my store credit?
Place your order online and select the store credit to be used during checkout. You can make any additional payments at the same time using PayPal or Credit Card
How do I know if a product is in stock?
Our level stock indicators are linked directly to our inventory and update in real-time. If a product is listed in stock, then we have at least one physically in stock in our warehouse. If an item is listed as “Ships in 1-2 days” this means that stock is generally available from the local distributor and we typically can have stock delivered within 1-2 days.
What is the difference between the shipping options?
StarTrack and Australia Post eParcel offer similar delivery times to most of Australia. The key differences are that Australia Post can deliver to PO Boxes and that StarTrack may not deliver to some regional areas, and in those instances will use Australia Post to complete those deliveries. Both couriers offer full tracking and signature on delivery service.
My shipping address is wrong, how do I change it?
If you have a made a mistake with your delivery address you can request a change or cancellation provided the order is still in a status of Pending or Awaiting Payment. Once our warehouse team has begun processing the order we are unable to make any changes. PayPal orders must be shipped to the address selected on PayPal.
How long will it take for my order to be delivered?
Express delivery is generally 1-2 business days to capital cities and surrounds. Standard delivery generally takes 2-5 days. Please allow 3-7 days for delivery to regional/remote areas.
My tracking number does not work?
Tracking numbers become active in the evening of the day your order has shipped, usually by 7pm. Once your package is on the way to you, it is common for there to be no further tracking events until the package reaches its destination. For larger orders it may be necessary for our warehouse to pack your order into multiple cartons. These will show under the same tracking number. These will often be delivered at different times and you can use your tracking number to review the progress of any remaining articles.
What if I am not home when the courier attempts delivery?
If no one is available at the delivery address a card will be left and the parcel will be taken to a local post office or courier depot for collection. If the item is not collected within 2 weeks, it will be returned to us and a $16.50 returned to sender fee will apply.
Can you deliver to Parcel Lockers?
Yes, provided the payment method used is PayPal or direct deposit.
What happens if my order goes missing or is damaged in transit?
In the unlikely event that this happens, we will lodge an inquiry with the courier who will conduct a thorough search and provide a response generally within 4 business days. If the parcel cannot be located we will re-ship your order at no cost to you. If you receive an item that is damaged we will arrange a pre-paid consignment label for the goods to be returned and organise a replacement to be shipped out to you.
Warranty, Service and Product Support:
Do have a Repair Services Workshop?
Yes, We have a specialist team of computer and laptop repair technicians ready to take your call, you can drop in your computer to our Store to get a quote for a repair or service.
You can send in your broken PC or laptop at your own expence, please make sure to organise a request with our staff, via email or phone.
How do I return a faulty item under warranty?
You can apply for a warranty return by logging into your account and going to the Return and Services section. Simply complete the Apply for Warranty form and you will be issued with an RA number and instructions on how to return your item.
How do I return an item because I’ve changed my mind?
You can apply for a change of mind return by logging into your account and going to the Return and Services section. Simply complete the Return an Item form and please note that a 15% restocking fee will apply. We can only accept factory sealed items for return.
I have accidentally damaged a product (eg bent CPU socket pins) – what can you do to help?
Physical damage is generally not covered under the manufacturer warranty but we will try to help you out where we can. Please email us with photos of the damage or bring the damaged product in to our store and we can advise you to the best of our ability of what ‘we’ can do. Past experience shows that there is not really anything can be done through the ‘Supply Chain’ of the product, and you may have to acquire 3rd party services and repairs, or a replacement.