FAQs | VIDEOPRO
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Videopro

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FAQs

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.

Yes, we include a paper copy of your invoice with your order, plus any extended warranty paperwork if you purchased this additional cover. If you require an electronic copy of the invoice, we can provide this on request after the order has been dispatched.

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, there is a delivery instructions box. Here you can state where you would like to collect your order from. 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.

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.

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