FAQ

Frequently Asked Questions
Got a question? Check here to get some answers.
(If we haven't covered it, hit the contact button below.)

SHIPPING POLICY

Delivery Times

We use Australia Post eParcel for all of our deliveries. The delivery times can vary from 4 days to 10, but in most cases you should allow approximately 7 business days from the purchase date. If you require it earlier, we can send by Express post for an extra charge. Just contact us regarding this request via email at orders@hpgaming.com.au and we will correspond with you regarding this. 

For domestic customers shipping costs are:

Standard Shipping: $10 flat rate for all orders, with all orders totalling more than $200 eligible for free Standard Shipping.
Express Shipping: Calculated based on Weight and Distance

 

PRE-ORDER POLICY

Please review our policy in regards to these orders. 

  • If you order other items with pre-order items, we will hold the order until all items are in stock.
  • Items marked as available for pre-order will be shipped as soon as stock arrives.
  • We recommend placing separate orders unless you are happy to wait.
  • Please note the ETA provided is just an estimate, it can occasionally be further delayed. 

*Should you be interested in purchasing a product through us that we do not currently have in stock please contact us directly using the contact form and if we can try source it for you we'll set it up as a pre-order.

 

FAQS

Where Is HP GAMING Based?

We are based in Melbourne, Australia, in the Eastern Suburbs. 

Is the warehouse open direct to the public?

Not at this time. We are currently seeking a new premises that will allow onsite tournaments, events, and a showroom, and we will advise all of our loyal customers as to when this happens. We’d love to see you all in person!

What if the item I want is 'sold out' or no longer appears?

We regularly receive new stock, please contact our customer service and we’ll give you an update on that specific product. 

If I order something today, when will I receive it?

Please see our shipping policy above.

What payment options do you accept?

We accept payment by credit card, debit card (Visa, Mastercard) and direct bank deposit.

 

 

CHANGES AND CANCELLATIONS POLICY

Can I cancel or change my order after the order is placed?

If you wish to cancel or make changes to your order, you must notify our customer service team in writing via email before 09:00 AM the next day, or 09:00 AM the same day if you have ordered after 12:00 AM midnight. To contact our customer service team, email orders@hpgaming.com.au.

If it is too late to process the cancellation or change, you may return your order once it is received. For more information on our return and refunds policy, see below.

Can I change the shipping address after the order is placed? 

Due to our fulfilment process, to make any changes to the shipping address you must notify our customer service team in writing via email before 09:00 AM the next day, or 09:00 AM the same day if you have ordered after 12:00 AM midnight. To contact our customer service team, email orders@hpgaming.com.au.

 

 

REFUND AND RETURNS POLICY

Refund Terms

HP GAMING offers the option to refund provided you meet our return conditions and the statutory rights guidelines as set by the Australian Competition & Consumer Commission (ACCC).

If you have met all requirements and conditions our customer service team will process your refund and notify you via once this has been processed.

Return Conditions

  • For returns requested due to change of mind or not reading through the listing completely, the return postage and initial postage will be covered by the buyer, even if it is free postage item.
  • The returned item must be in the same brand new condition as received and sealed.

 

Refund Payment

Any refunds will be processed via the original form of payment:

  • Credit Card: Your refund will be credited into a bank account designated by you. Please note funds make take a few business days to clear after refund confirmation.

Refund Process Time.

Returns generally take 2-5 business days to reach our warehouse. Once received, your return request will be processed within 1-3 business days. For refunds, please note that your financial institution may need an extra 3-5 business days to clear the funds back into your account.

If your item is faulty:

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our customer service team. They will guide you through the returns process and help resolve the problem as quickly as possible. We also request that you take a photo showing the defect/fault, which will speed up the returns process.

If you received an item you didn't order:

If you have received an item different to the one you ordered, please contact our customer service team who will work with you to resolve the problem as quickly as possible.