Frequently Asked Questions
Account Information and Purchasing Online
Do prices Exclude GST?
YES
How do I become a reseller?
Please click on the "Request Wholesale Account" link at the top of the page and complete the online form. One of our sales team will access your application and be in touch.
I am already an existing reseller, how do I apply for a reseller login?
If you’re already an existing customer, please email sales@commsplus.com.au and we’ll be happy to assist in providing you these details.
How do I apply for credit terms?
If you’d like to set up a credit account with us, please contact accounts@commsplus.com.au and we will forward you a credit application form.
My credit card isn't working, how do I proceed with an order?
From time to time our payment system declines credit cards for one reason or another. If this happens to you, please call us immediately so we can help you complete your order manually over the phone.
I've forgot my password, how do I get a new one?
The quickest way to renew your password is via "Forgot Password" on the Login page.
Is it possible for you to bill my end-user directly?
If your customer is looking to place an order for one of our products that you do not support, we can recommend the best partner based on your clients requirements.
Warranty Return Process and Policy
Warranty and actioning Order errors for equipment sourced through CommsPlus Distribution.
Return can be requested either via:
Link on Webstore
Or
The Return Authority Form provides a selection of Claim Types:
- Faulty item in warranty-This is for standard warranty claims for Panasonic/Avaya PBX/Comms products only
- Dead on Arrival (DOA)-For the above faulty items that fail at, or within 14 days of installation
- Goods ordered in error-For an item mistakenly ordered from CommsPlus
- Goods supplied in error-For an item incorrectly supplied by CommsPlus
Warranty and DOA:
Generally, for Warranty and DOA claims, you would first place a call to Commsplus Support (03 9872 2980) or send an e-mail to to CommsPlus Technical Support (helpdesk@commsplus.com.au) to verify that a fault exists.
Then enter the appropriate information on the Ra Form (following the instructions provided).
Note that Proof of Purchase will be required for completion of the claim and there is an option to allow you to upload a copy of your invoice.
Any damaged goods claim, must include photographs of the damaged goods and packaging. The claim will then be checked and processed. You will receive acknowledgement of the claim by e-mail, including an RA number. The faulty item (marked with the RA number) should then be shipped to:
Returns
CommsPlus Distribution
Unit 19 114 Merrindale Drive,
Croydon, VIC 3136
For normal Warranty claims, the replacement item will be shipped upon assessment of the faulty unit.
Returned items are tested by our support team, if a item is found to not be defective, the item will be shipped back to reseller, and a fee for testing may be charged at our discretion. Testing fees are: for headsets, handsets, and peripherals $50ex, for PBX hardware $100ex.
Its important that resellers contact our support desk before RA is raised to determine fault is with item.
However, for DOA claims (items that are found to be faulty prior to, or within 14 days after order, the replacement unit will usually be shipped when the claim is received for processing.
Shipping Information
How do I track my order?
The tracking details are included on each invoice we issue, these are emailed out at the end of each day once the courier leaves. You can also log into your account online and find the tracking details for your order.
We ship using either Couriers Please (Prefix CPAK) or StarTrack (Prefix ISYZ). You can track your orders using the links below:
https://www.couriersplease.com.au/tools/track
https://startrack.com.au/services/receiving/track-and-trace
https://www.tnt.com/express/en_au/site/shipping-tools/tracking.html
When will I receive my order?
If we have stock of your ordered item, it is despatched from our warehouse within 24hrs of your order. We deliver to almost all areas Australia wide, for most items we use overnight airfreight (some rural areas may incur delays of 2-3 days), but for bulky items or larger orders we use road transport.
What is the cut off time for orders?
Our delivery trucks leave between 3:30pm and 4:00pm AEST. To ensure your order is processed in time for same day dispatch (depending on stock availability) please have your order in before 2:30pm.
If your order is urgent, and you submit your order after 2:30pm, please call us to advise and we will do our best to expedite the order.
How much is shipping?
Delivery is a flat rate of $20 ex gst, however, large items will be quoted on a case by case basis.
A re-delivery freight charge of $20 ex gst will apply if the courier is unable to complete a delivery due to incorrect address details being supplied.
Do you send to PO boxes?
Unfortunately we do not ship to PO Boxes.
Is there a minimum order amount to get free shipping?
No. We have a flat rate delivery of $20.00 per order regardless of the dollar value of the order. Some large items such as AV Carts and Interactive Touch Screens incur extra freight.
Do you part-ship?
Yes, but not automatically. We try to ship all orders complete, as we can usually fulfil the order in 2-3 days even when we’re out of stock of some items. If the backorder is expected to take longer than this we will generally part ship the order for you, depending on the items ordered. We don’t automatically part-ship, as a large percentage of our orders contain one or two items that will not work independently (e.g. Headset & Connection Cord).
If your order is urgent, or you require an expedited delivery, then please call our sales staff to advise and we will proceed accordingly.
Do you ship overseas?
We do not accept order from, or ship to, outside of Australia, except on a case-by-case basis and all import & export duties are the customers responsibility.