Help / FAQs

Secure Online Shopping with Axia Office
Can I rely on Axia Office?

We like to think so. Since 1996 we’ve provided professional and unbiased advice to thousands of satisfied clients who have visited our Online Store or communicated with our Photocopier and Managed Print divisions. This advice has helped them avoid costly mistakes and keeps them coming back to pick our brains whenever a new purchase is required. And, you can rely on us when it comes to price, as we’ll match any genuine quotation of an identical product.

At Axia Office you’ll get consistently high quality service too. We have a solid, unrivalled team that have been with us for quite some time. In fact, our admin and sales staff has an average of 8 years service, while our engineers stick around for an average of 13 years. This is something we’re immensely proud of.

Is buying on the Axia Office website safe?

In three words: Yes it is.

We use Secure Sockets Layer (SSL) technology to encrypt (scramble) your personal information to keep it safe from unauthorised access. The SSL technology is provided by GeoTrust, the world’s second largest digital certificate provider, and it guarantees that you get the most secure shopping experience possible.

We also use SecurePay to protect the safe processing and storage of sensitive personal Credit Card information. Axia Office cannot access, view, store or process any of your credit card information

With over 11,000 clients, SecurePay meets Level 1 Service Provider PCI DSS Compliance, providing the most secure payment platform available in today’s market.

Axia Office also offers the secure payment option of PayPal, at no cost to our customers.

Do you use Cookies on your site?

Yes, we use cookies (a small amount of information sent from a Web server to your computer) when you login to our website. This helps maintain that login, retain login information if requested, and for the service of our Shopping Cart.

We use cookies to monitor your activity only while logged on to our website. We don’t use them for marketing, promotional or advertising purposes, or to track your Internet activity before or after you leave our website.

How We Communicate
Will you be emailing us?

The team at Axia Office want to ensure you get the best deals and are up to date with the latest range of products and technologies. As such, we’ll send you an email to let you know about it all. We maintain an opt-out, user-customisable subscription service of email addresses of people who have requested promotional emails.

Can I stop those emails being sent?

Of course you can! The last thing we want is for you to receive emails that you simply don’t want to get. As part of every email we send you have the option to unsubscribe from further emails. Alternatively, you can visit our Subscription Centre to manage your subscription.

How can I update my information on the website?

Changes to your contact, invoice, delivery and newsletter subscription details can be made using the My Account section of our website.

Purchases And Payments
When will my credit card be charged?

Your credit card isn’t charged until you tick the box “I accept the terms & conditions” and then click on “Place Order” in the “Order Review” page.

What do I do if I can’t find what I’m looking for?

Simply call us on (02) 9975 0888 or 1300 PRINTERS (7746 8377) and a member of our Customer Service team will gladly help you.

Can I access online details of my previous purchases?

You sure can. All this information is available in the My Account section of our website.

You can also see the last 10 items purchased. It takes just one click to add any of these products to your cart, streamlining the process and saving you time.

What are my payment options?

We accept Visa, MasterCard and American Express credit cards, as well as PayPal or EFT to our bank account. If you pay by EFT, we’ll arrange shipment of your order as soon as we receive notification that the funds were credited to our account.

Customers with approved accounts can charge purchases to their account.

Do you charge a fee if I use my credit card?

No we don’t charge a fee, not even for American Express!

Delivery
How much do you charge for delivery?

Orders of $100 or more are delivered free of charge to anywhere in Australia. Orders of less than $100 incur a delivery charge of $8.50.

Can I choose to pick up my order?

If you’re located in Sydney, and you need your goods urgently, call us on 02 9975 0888 and we’ll talk you through the simple procedure.

If my order includes a number of items will they be delivered at the same time?

Most of the time you’ll receive your order in one shipment; however, if you order a printer and a spare set of toners, the goods may ship from different warehouses and therefore delivered at different times.

How long will it take to deliver my order?

Orders received before 3.00 p.m. on business days will be shipped on the same business day. Delivery time is dependent on where you’re located:

Metropolitan area of mainland capital cities Next business day
Major regional centres 2 business days
Other areas 3-4 business days

What should I do if I don’t receive it within this timeframe?

In the unlikely event that you don’t receive your order within the promised timeframe, please call our Customer Service team during business hours on (02) 9975 0888 or 1300 PRINTERS (7746 8377). We’ll follow up on your order and let you know what’s going on.

What happens if you don’t have what I ordered in stock?

We have a choice of suppliers across Australia, so it usually only happens when a major incident overseas interrupts supply channels. However, if the delivery is going to take longer than indicated above, we’ll notify you the morning of the first business day after you place the order. If you choose to cancel the order and you paid by credit card, we’ll process a credit the same day.

Can I specify a delivery time?

If you’re located in a metropolitan area, we can usually organise a specific delivery date. The time the order is delivered is in the hands of the couriers, so it’s not a viable option to request an exact time.

Returns
What should I do if I’m not completely happy with my purchase?

If this occurs, call us on (02) 9975 0888 or 1300 PRINTERS (774683) and we’ll do our best to address the issues promptly.

If your reasons for return are valid, then we’ll issue you with a Goods Returned Authority Number which will get the Returns process underway.

Read on to find out under what circumstances your purchase can be returned.

What happens if I don’t need something I ordered?

We understand that you may change your mind, or that unforeseeable circumstances may arise. As a result, you may return any purchase within 60 days of delivery (provided the product is in its original, unopened packaging, and is in good saleable condition) and receive a full credit (excluding freight, and net of any promotional give-a-way e.g. movie tickets, BWS vouchers, etc).

If you contact us more than 60 days after delivery, the credit will be reduced by 10% for each additional 30 day period after the initial 60 days. This offer applies only for 120 days after initial delivery to you.

Are any products sold on a no return basis?

Yes. Ex-demonstration & second hand products cannot be returned unless they are found to have been damaged before they were delivered to you.

Do any of your policies override my statutory rights?

No, the above policies are in addition to, and do not exclude, any statutory rights you may have.

Membership
What benefits do I get from creating an account and logging in?

Creating an account and logging in ensures a speedy purchasing process. When you login as a returning customer, we remember all your contact and delivery details to fast track the processing of orders. Your 10 most recently ordered products are also listed under “My Account”, so it’ll take you less than 90 seconds to re-order any of those products.

You can also access your order history, and favourites saved on previous visits.

If I forget my password, how can reset it?

On the Login page, click the “Forgot your password?” link. You'll be prompted to enter your email address, after which you'll receive an email to reset your password within a couple of minutes.

Do you have a loyalty program?

Yes, we do have a loyalty program for members. Points are awarded on your purchases ,those of friends you’ve referred to us, as well as for reviews and testimonials posted.

Click here to read full details of our program.

After Sale Warranty
What happens if I need service during the manufacturer’s warranty?

We’re here every step of the way. Call our Customer Service on 1300 PRINTERS (1300 7746 8377) or (02) 9975 0888, and we’ll help resolve your problem.

Can you help me if I need telephone support?

We offer a 3-year telephone support option for printers at the point of sale, for a nominal cost. If you take us up on this offer, all you have to do is call our Customer Support Team on 1300 PRINTERS (1300 7746 8377) or (02) 9975 0888 during business hours and we’ll do everything possible to resolve your problem. If you elected not to take the support, you’ll have to contact the manufacturer.

Do your products come with a manufacturer’s warranty?

Yes they do. All our products, unless clearly identified as ex-demo or second hand, are brand new and purchased directly from Australian distributors.

Do you offer extended warranties?

Yes — but unlike other National Retailers, ours is an extension of the manufacturer’s warranty, backed by the manufacturer.