Stock availability is outlined on the website by graphical and/or text representation. Videopro sources inventory information from our warehouses and our stores, as well as from our suppliers. The stock availability published on our website is accurate based on the last known inventory levels from these locations.
An explanation of the stock availability published on the website is as follows:
In Stock - stock is available at either our warehouse, our stores or in stock at our suppliers' warehouse whom we have a direct to customer shipping arrangement in place with (based on the last known inventory levels).
Usually ships 5-7 days - stock is either in transit to Videopro from our suppliers, or is in stock at our suppliers' warehouse (based on the last known inventory levels).
Call for Availability - stock is not due for at least 7 days (based on the last known inventory levels). In these circumstances it is best to call our customer support team, who can provide more accurate estimates of supply.
If for any reason we cannot supply any product/s you have ordered within the published timeframe, we will contact you via phone or email and either place your product/s on backorder if you wish to wait, or alternatively provide you with a refund. If you choose to place your product/s on backorder we will provide you with personalised weekly updates and will notify you once your order has been shipped. If one or more items are in stock and you are waiting for other items, you can choose to have your order part shipped. In these circumstances one of our customer support personnel will keep you updated on the remaining items.
With Priority Processing, your order will be managed by one of our Online team members ahead of all other orders in our system. If the order is placed prior to 10am AEST, we guarantee that it will be shipped that day (if stock is available at our warehouse or stores). You will hear from one of our friendly staff before your order is despatched, advising their contact details and when your order will leave our premises. Rest assured with this nominal fee, your order joins our priority queue, prioritising your order over others placed without this handling fee. For example, if there is only one unit remaining of a product you purchase, Priority Processing will ensure this unit is allocated to your order above all others.
If your item is out of stock, you will be assigned with a team member who will be your personal contact throughout the order process, until delivery. Depending on the wait time for your product, the team member will provide you with weekly personalised updates on the status of your order. In the unlikely event that your order cannot be filled and a suitable substitute cannot be located, we are more than happy to refund the Priority Processing charge for you.
At Videopro, we pride ourselves on customer service. Priority processing is simply for those who require accelerated shipping and more one-on-one customer service. Feel free to ask our friendly staff via our Live Chat service if you have any more queries or simply call us on 1300 VIDEOPRO.
Yes, we once the order has been invoiced we will send a copy by email along with any tracking information.
Delivery costs for your purchase are calculated and displayed once you have entered your postcode. Standard delivery is calculated by the size and weight of the items, plus the delivery location. For some regional areas you might be prompted that we cannot deliver to that postcode, Should you reside in these areas and wish to order something online, our sales staff will gather a shipping quote. Please send us an email at firstname.lastname@example.org or jump onto our Live Chat service and speak to one of our support staff.
We can help you with your installation on an appointment basis if you are in the Brisbane area. To arrange this service or obtain a quote, simply call 1300 VIDEOPRO, send us an EMAIL or jump onto our LIVE CHAT and speak to one of our support staff. If you are outside of Brisbane, contact us with your location and we will provide recommendations for local installers.
As delivery companies have a large amount of freight to deliver in a fixed schedule (sometimes with one driver in regional areas) they may not be able to assist with carrying heavy goods to your front door. It is advised for you to organise another person to be home with you if you aren’t able to carry goods. You may be required to assist the delivery driver in retrieving the item from the back of the driver’s vehicle.
Yes, you can pick up from our warehouse or retail stores in Queensland. In the checkout, is a choice to have delivery or Click and Collect. If your order contains a large item (eg a TV) and you do not have a suitable-sized vehicle, we suggest using our delivery service. Modern TVs cannot be laid flat due to the sensitive nature of their parts. NOTE: We will contact you when your order is available for collection. Please do not proceed to collect until you have been contacted by one of our representatives.
Yes. You can delay the delivery or collection of the order*. Please contact the sales team via email@example.com or speak with our live chat agents to arrange this for you.
The Videopro head office, customer care team and warehouse are located in Eagle Farm, Queensland, about a 10-minute drive from Brisbane City.
Not a problem; simply call 1300 VIDEOPRO, send us an EMAIL or jump onto our LIVE CHAT and speak to one of our support staff
Due to safety issues and proof of delivery requirements, no items will automatically be left unattended without a signature. This is to protect you against theft and damage to your goods. You may contact the courier company at your own discretion and give them authority to leave the goods unattended; however, if you wish to do so, Videopro takes no responsibility for the delivery.
If you are unable to receive the goods at the time of delivery, the carrier will leave a calling card for re-delivery (TNT) or pick up at your local Post Office (Australia Post). If you cannot visit the Post Office to collect the goods yourself, another person at your residence can collect on your behalf if they provide identification with a matching address.
Due to the logistics of the respective delivery companies, it is not possible to call customers prior to delivery, though it is still good to include your phone number just in case. If you are not present when delivery is attempted, a calling card will be left with instructions on how to receive your order.
No stress, if you suspect your order has been lost please advise one of our team members via Livechat or email as soon as possible and will start the process of finding your order - this can take a few days as we will search Australia wide to try and locate it and after 14 days if we still have no result, we will send you a new item or refund your order.
Once the order has shipped from our warehouse, standard transit times will apply and specified days or times cannot be guaranteed. Carriers operate between 9am and 5pm on business days and will deliver according to their logistic schedule. If you are not present when delivery is attempted, a calling card will be left with instructions on how to receive your order.
Often, scans will not appear on online tracking systems until late in the afternoon of the day of receipt by the carrier
Australia Post: ‘Shipment approved’ and ‘Shipment received’ tracking scans are normal and simply mean that your order has been collected from our warehouse and is in transit. Once the order arrives to your local parcel facility, a new scan will show to advise the order is ‘On board with driver for delivery today’.
TNT: ‘Electronically Lodged’, ‘Collected-Cust Premises’, and ‘Received in Depot’ tracking scans are normal. Tracking will advise on morning of delivery that the order is ‘On Board For Delivery’.
Once you have received a notification to advise your order has shipped, the following standard transit times apply*:
Major Australian cities
- Brisbane – 1-2 business days
- Gold Coast – 1-2 business days
- Sydney – 1-3 business days
- Melbourne – 2-4 business days
- Cairns – 2-4 business days
- Adelaide – 3-5 business days
- Darwin – 4-6 business days
- Hobart – 4-6 business days
- Perth – 5-7 business days
Country / Non-metro regions
- Queensland – 2-5 business days
- New South Wales – 2-5 business days
- Victoria – 3-6 business days
- Tasmania – 4-6 business days
- South Australia – 4-7 business days
- Western Australia – 7-10 business days
- Northern Territory – 7-10 business days
We will try our best to get back to you as soon as possible, Generally this process can takes 1-2 business days to respond in the busy time.
Open Box Specials are products that have been removed from their packaging. This can be either ex-demo units, or customer returns. All open box products come with full manufacturers warranty. for more information please contact our sales team.