Support



General FAQ

Q: Are DSLR.com.au's products brand new?
A: Yes, all our products are the same as the products you would buy from a brick and mortar store.

Q: Do DSLR.com.au's products come with a warranty?
A: Yes, all our products include at least 1 Year Warranty. See Warranty FAQ for detailed information.

Q: Can I claim duty free on the products I buy?
A: No, we do not charge GST on our products, therefore you cannot claim 10% Duty free.

Q: Does DSLR.com.au have a shop front?
A: No, we currently do not have a store front, but with your support this may happen.

Q: Why are DSLR.com.au's prices so low?
A: It's simple: We cut out the middle man and go direct to the source, this way you get better prices and a wider range of products. DSLR.com.au and many other large camera companies use this same technique to get you a better price. Many retailers will bad mouth grey importers, and put doubt into your mind about purchasing from a grey/parallel importer. The fact is, their suppliers purchase from the same source.

Q: Are your products 'Australian' models?
A: Canon & Nikon make most their products in either Japan/China/Thailand, there is no such thing as an 'Australian' model as they are all exactly the same product.

Q: Do your products come with Australian plugs and Instruction manuals?
A: Yes, all our products are brand new and have Australian plugs and instruction manuals.

Q: What happens if my camera stops working?
A: You will have access to a local repair dealer for your product, who will assess and repair your product. Terms and Conditions apply.

Ordering FAQ

Q: Do you sell to International customers?
A: No, we currently only ship to Australian and New Zealand customers.

Q: Can I place an order via email or by the phone?
A: No, we have an advanced e-commerce cart system to handle all our orders.

Payment FAQ

Q: How can I pay for my order?
A:You can pay with VISA or MASTERCARD, via our PayPal secure checkout facility. Or by Direct deposit (Instructions are given on checkout)

Q: Do you accept payments other than credit card?
A: Yes, we accept direct deposit - Internet transfers (Instructions are given on checkout)

Q: Do you store my credit card details?
A: No, we use a 3rd party (PayPal) to process all credit card transactions securely. PayPal are the largest online payment gateway.

Q: Do I need to have a PayPal account to pay with my credit card?
A: No, you can select to pay without a PayPal account when you are taken to the PayPal payment page on checkout.

Q: Do I have to pay GST or duty on the product?
A: On purchases over $1000 inclusive of shipping, you may be required to pay a 10% GST and $50 Customs checking fee. How ever this is highly unlikely.

Delivery FAQ

Q: How is my product shipped?
A: Products under $200 - you have an option to choose between Australia Post and Australia Post Express. Australia Post is usually between 2-3 Working Days while Australia Post Express is next day delivery if order is submitted by 3PM.
Products over $200 - we ship all orders with FedEx.

Q: How much does shipping cost?
A: We use Weight vs Distance formula to calculate shipping charges - you can get a free quote when you add your order to the cart.

Q: Do you provide tracking numbers for the shipments?
A: Yes, we use online tracking on all orders placed with DSLR.com.au - tracking numbers will be emailed to you when your product is shipped.

Q: Why is my shipment delayed?
A: There can be many reasons why a shipment doesn't get to your door within the estimated time. Some factors could be weather, customs, incorrect address given to DSLR.com.au, not at the selected address to sign package. We will assist you in the process, you can also check where your package is via our online tracking service.

Q: How can I track my order?
A: You can track your order via:

Australia Post Tracking
FedEx Tracking

Q: How long will it take for delivery?
A: shipping

Cameras - 2-10 Working Days
Lenses - 2-10 Working Days
Accessories - 2-10 Working Days

  • Your order will be delivered between 9am and 5pm, Monday to Friday (excluding public holidays). Someone will need to be at the nominated address to accept and sign for the delivery .
  • Estimated delivery time does not commence until your payment has been received by us.
  • The delivery time is an ESTIMATE only and the delivery date will be affected by;
    • Clearance of your payment to us from your financial institution;
    • Whether the supplier has a shortage of stock;
    • Your delivery address. If you live in a non-metropolitan or regional delivery zone a longer delivery time may apply to your order.

Warranty FAQ

Q: Does my product come with a Warranty?
A: Yes, all products from DSLR.com.au come with at least 1 Year Warranty.

Canon lenses - 1 Year International Warranty - CANON AUSTRALIA WILL SERVICE/SUPPORT
Nikon lenses - 1 Year International Warranty - NIKON AUSTRALIA WILL SERVICE/SUPPORT
Canon cameras - 1 Year International Warranty
Nikon cameras - 1 Year International Warranty
LCDVF - 3 Years International Warranty
Zacuto - Limited Life time Warranty

Q: Is the warranty supplied a 'Manufacturers Australian Warranty'?
A: The only products covered by Manufacturers Australian Warranty are products purchased directly through Canon/Nikon Australia. Often the prices are 20-30% higher. There is a less then 1% failure rate on Canon/Nikon products in the first year. How ever Canon/Nikon Lenses will be warranted by Canon/Nikon Australia. As they all carry an Manufacturers International Warranty.

Q: How do I make a warranty claim?
A: If your product is defective due to a manufacturers fault, you will need to fill out this online form - Warranty Claim form

Privacy and Security FAQ

The security of your personal information is very important to us. In an effort to protect your personal information, we use Secure Sockets Layer (SSL) technology with 128 bit encryption. If your browser supports SSL (most current browsers do), it will automatically encrypt the information you provide to us on the secure pages on our site, before sending it over the Internet.

When you choose to place an order with us, you are invited to log in (optional), so that we can identify who you are. As a newcomer, it will be suggested that you register for future identification. The registration page asks you to enter your name, a user ID, a password, and your e-mail address. You can update this information at any time by clicking on the "my account" link at the top of every page and selecting "update account information."

Account FAQ

Q: What are the benefits of having an account with DSLR.com.au?
A:
1. It's free.
2. Easy to purchase again.
3. You will be able to access tracking on orders easier.
4. First to access sales
5. Access Warranty information easily.

Q: How can I register for an account?
A: It's easy, just click my account in the top left, then register.