FAQ/Contact Us

FAQs

How are you affected by COV-19?
29 April 2020 – It’s business as usual for us.

Unfortunately as of the 7th of April 2020, Australia Post has advised that they are no longer accepting the low cost untracked Airmail option at this time. We will continue to monitor the situation and allow Airmail when it’s accepted again.

For other shipping methods there will be a delay once your order has been shipped. Check the AusPost and DHL site for service updates for tracked shipping but expect a few days extra for DHL and possibly a week for AusPost.

What currency are your prices in?
They are in US dollars.

How does the order process work?
Once the order is placed, we check it over within 24 hours to ensure that there aren’t any issues with it or if we require additional information. Within a few days, we build the items in the order. If we don’t have the parts, we’ll order them in and if we can’t meet the 1-2 week estimate, we’ll let you know. After that we usually have 1 or 2 days a week to post items out but that depends on how many orders there are.

I haven’t received my order, is there order tracking?
If you selected the Airmail option, then unfortunately there is no order tracking available. Usual delivery times are 3-5 weeks after you receive the order completed notification but in some rare cases it can take up to 6 weeks. For the AusPost tracked, it’s usually 2-4 weeks (some cases 5 weeks) or DHL it’s 2-4 working days; you should have received a tracking number.

I haven’t received the completed order notification email
– Please check your junk mail.
– Please check that the item you ordered wasn’t on back order. If this is the case, it can usually take 1-2 weeks before it ships.
– Please check that the payment went through.
– Check that we haven’t asked you any questions in regards to your order/shipping – if this is the case and you haven’t replied back, your order will be cancelled and you’ll be refunded after 2-3 weeks.

Why do products take a while before they ship and why are some products on back order?
Most items in the shop are build to order. It allows us to offer all sorts of products without the risk of bulk ordering and not being able to sell many of them. A good amount of the time orders will ship before the back order time estimate.

Can you provide wholesale pricing?
Our products are built in house which means we perform everything ourselves – solder paste application, placing parts, reflow, inspection and correction of defects, programming and testing; so unfortunately we can’t provide wholesale pricing.

Can you build me a custom flash cart?
It depends on your requirements but we have a minimum order quantity of 20 pcs and full payment is required after a design is settled on. Take a look at our existing product prices so you have a feel for the amount we might charge. It’s best to contact us via Discord so we can discuss something quickly without emailing back and forth. Depending on the complexity, we may charge an engineering fee and order some prototypes. Our IP, schematic and board files are not deliverables with this service.

Contact Us

Make sure you check the Manual/FAQs for the product you are interested in, it’s on the product page as a tab on the left hand side (you have to scroll down a little bit).

If you have a question or issue, you can contact us Twitter or join our Discord server where other users can also help you.

For any order related enquiries, you can reply to your order notification.