FAQ's

I live around the corner from your office, can I pick up my order?
Firstly, expressAV is an ONLINE store only and does not have a physical location. We share our offices with Pro Light & Sound which is an independent business. All orders are subject to a handling fee and this is still payable at the time of order placement.  Goods are shipped from a variety of warehouses throughout Australia so pick-up from the office is not always possible.  If you choose to make your purchase from Pro Light & Sound you will need to contact them and negotiate a price on 03 9579 2332. However, their increased running costs may mean a higher price at the checkout than that of expressAV.

OK I've read the product description but I need to know a little more about the item, can I contact you guys?
Yes, the best way to contact us for more information is via our contact form. We will try to help in any way we can or send you some links that may be of interest.

What if the goods are damaged in freight?
If you have chosen to insure your consignment then any damage can be claimed against the courier company. They will need to inspect the goods within 24 hours of receipt so be sure to contact us immediately so we can alert the appropriate department. Insurance should cover you for repair or replacement, depending on the extent of the damage.

What if the item I ordered is not in stock?
We will contact our suppliers and if the item is not available for a period of more than 2 weeks, we will let you know the ETA. If the result is not suitable to you we will refund you in full any money that may have been paid.

How long will delivery take?
Normally, items will be shipped within 7 days of order placement. A further 7 days should be allowed for delivery, depending on your location. So most of the time, unless informed, your goods will be delivered within 14 days.

What happens if there are items missing from the packaging?
We will endeavour to check all packaging before it leaves our warehouse to make sure that all items specified in the contents are indeed there. This will ensure that shortfalls do not occur. No shortages will be recognised after 24 hours of POD (proof of delivery)

There's an item by a supplier you stock that does not feature on your website. Is it still possible to access it?
Generally, yes so please let us know and we will source it for you. We have access to several more brands than are featured on our online store so it won't hurt to drop us a line via our contact form. Mostly, though, access is limited to Pro and commercial equipment, not domestic products. For instance we have no access to Yamaha musical instruments or Denon Hi-Fi.

What happens with warranty claims?
Each manufacturer has either a service centre or an approved repairer in your area. We will send you details of these with your order so if the need arises you can take you expressAV receipt and item to the appropriate location.

How long is the warranty on all the equipment?
Unless specified, the warranty period provided by the manufacturers is 12 months. Some items carry an even longer warranty. Generally all warranties are limited to parts & labour and some components, such as cross faders in mixers or globes in light effects carry no warranty whatsoever.

How safe is ordering online?
Internet security is of paramount priority for us, so our secured commerce server uses the latest encryption software, technology, digital certificates and authentications to ensure your personal information online is protected and confidential. If you are still concerned about providing personal and credit card details online, you can choose one of the other Payment Options in the Shopping Cart.

Can I be informed of any new products coming out or any specials you may have from time to time?
Certainly, all our customers and subscribers will receive a regular update, including details of all new and exciting gadgets about to hit our shores. This will also include any items we may have on sale.

How is the freight calculated?
We have a Free Freight policy to all Australian capital cities and surrounding areas. All remote areas, quantity orders or large and heavy items are subject to further cost. This will be assessed on a case by case basis. If unsure, please contact us and remember to include the item/s you are interested in purchasing and your suburb/town and postcode. If you proceed with the order and pay online, we will contact you with details of additional charges. All orders are still subject to a nominal handling charge from $12 for orders under $50 and $18 for orders over $50.

I want to buy some AV equipment but have no idea where to start?
Well this is a great beginning. If you forward your inquiry to us via our contact form we will advise you of some packages and you can find the items on our site and make a more educated decision.