Help / FAQs

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

We'd like to think so! Since 1996, we’ve provided professional and unbiased advice to thousands of satisfied clients. This advice has helped them avoid costly mistakes and keeps them coming back whenever a new purchase is required.

At Axia Office, you’ll also get consistently high-quality service. We have a solid, unrivalled team that has been with us for quite some time — in fact, 90% of our staff have been with Axia for over 10 years! This is something we’re immensely proud of.

Read more about Axia, our range of services and our charitable initiatives here.

Is buying on the Axia Office website safe?

We use Secure Sockets Layer (SSL) technology, the industry standard in Internet security, to encrypt your personal information in order 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?

"Cookies" and/or similar technology are built into our systems to keep statistics on how many visitors read specific pages and details related to times and dates of visits and time taken to view pages in order to improve our site.

We do not use this technology to collect personal details, 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 wants to ensure you get the best deals and are up to date with the latest range of products and technologies, and so we may send newsletters, special offers and/or other marketing information to let you know about it all!

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.

If you no longer wish to receive any marketing or promotional emails from us, please contact us by email, phone, or, if the communication you received is via an email that includes an unsubscribe facility, you can also remove your name from our database by clicking "Unsubscribe." Please allow up to 10 days for this request to be processed.

How can I update my information on the website?

Changes to your contact details, invoice and delivery addresses, and/or newsletter subscription can be made in the My Account section of our website after you log in to your account.

Purchases And Payments
When will my credit card be charged?

Your credit card isn’t charged until after you tick the box "I accept the Terms & Conditions" and then click on the "Place Order" button on the "Order Review" page.

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

Just call our friendly staff on (02) 9975 0888 or 1300 PRINTERS (7746 8377) and a member of our 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 after you log in to your account. 

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 over $100 are delivered free of charge anywhere in Australia. Orders under $100 incur an $8.50 delivery charge (please note: we only deliver within Australia).

During the checkout process, shipping costs will be clearly displayed (note: the Free Shipping option will only be displayed if your order qualifies for it).

For more information, please see our Shipping & Delivery Policy.

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 process.

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

Most times you’ll receive your order in just one shipment; however, some items may ship from different warehouses and therefore will be delivered at different times.

How long will it take to deliver my order?

Orders received before 3:00 PM on business days will be shipped on the same business day; orders received after this time will be shipped the next business day.

Delivery is dependent on what you've ordered and where you’re located — toners, inks and other consumables are delivered the next business day to Australian capital cities and within 48-hours to most regional areas; printers and other heavier hardware items may take additional days.

For more information, please see our Shipping & Delivery Policy.

What should I do if I don’t receive my order within the specified timeframe?

In the unlikely event that you don’t receive your order within the promised timeframe, please call our Customer Service team on (02) 9975 0888 or 1300 PRINTERS (7746 8377) during business hours (Monday to Friday, 8:30am to 5:00 pm). 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 interrupts supply channels. If the delivery is going to take longer than indicated or won't be available, we’ll notify you as soon as possible.

For more information, please see the section related to Backordered or Unavailable Items our Shipping & Delivery Policy.

Can I specify a delivery time?

Unfortunately, couriers can’t guarantee a delivery time. If you’re located in a metro area, we can usually organise a specific delivery date; however, the time of delivery is in the hands of the couriers. For more information, please see our Shipping & Delivery Policy.

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

At Axia Office, our main concern is your satisfaction. So, if you’re not completely happy with your purchase, please call us on (02) 9975 0888 or 1300 PRINTERS (7746 8377) to discuss the issue.

If your reasons for return are valid, we’ll issue you with a written Goods Returned Authorisation Number which will get the returns process underway. Please see our Returns Policy to find out under what circumstances your products 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. If you’re not completely happy with your purchase, please call us on (02) 9975 0888 or 1300 PRINTERS (7746 8377) to discuss the issue.

If your reasons for return are valid, we’ll issue you with a written Goods Returned Authorisation Number which will get the returns process underway. Please see our Returns Policy to find out under what circumstances your products can be returned.

Are any products sold on a no-return basis?

Yes. For more info, please read our Returns Policy.

Do any of your policies override my statutory rights?

No, our 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 has many benefits! It ensures a faster checkout process and allows you to store multiple addresses, check the status of your order, and view past orders for easy reordering. 

Also, when logged into your account, all of your purchases earn Loyalty Points — read more about our Loyalty Program and start earning points towards great rewards!

If I forget my password, how can reset it?

On the Login page, click the “Forgot your password?” link. Enter your email address and hit Reset My Password. Within a couple of minutes, you'll receive an email to reset your password.

If you don't receive an email, please check your Junk folder. Also, you'll only receive an email with a link to reset your password if there's an account associated with the email you entered — if you may have used another email address previously, try that one.

Still can't access your account? Just give us a call and we can look it up for you and send you a link to reset your password!

Do you have a loyalty or rewards program?

Yes! Read more about our Loyalty Program and start earning points towards great rewards!

After Sale Warranty
Can you help me if I need telephone support?

Just call our friendly staff on (02) 9975 0888 or 1300 PRINTERS (7746 8377) during business hours (Monday to Friday, 8:30am - 5:00pm), and we’ll do everything possible to help!