Dear Valued Customer,

With the Victorian Government’s further easing of restrictions on Monday 22nd June 2020, we will be reopening our retail showroom.

The reopening will come with certain restrictions when you enter our showroom to ensure the health and safety of our customers and staff members are our highest priority during these uncertain times.

A hand sanitising station is set up immediately once you enter our retail showroom and it is highly recommended that you utilise this station before following through with your sales enquires or purchases with our staff members to secure personal safety. 

Videoguys values hygiene and health safety and is enforcing our staff members to regularly clean all surfaces including sales counters, door handles, EFTPOS machines, and other items that have regular contact.

Retail Showroom

From 9:00 am Monday 22nd June 2020, Videoguys is resuming limited in-store purchasing and consultation.

1. Pick Up’s Only (equivalent to Click and Collect) is still the quickest and safest method for purchasing your products.
   
2. Limited amount of people inside our retail showroom at a given time.
   
3. We encourage customers to spend up to 10 minutes for consultation per visit.
   
4. If more than a limited amount of people are inside our showroom at a given time, we may need to get back to your inquiries via phone or email instead.
   
5. Social distancing is still strictly followed, enforcing a 1.5m distance.
   
6. Please follow signage and markings on the floor and around the showroom to ensure the safety of our customers and staff members.
   
   

We are currently processing and receiving an extremely high volume of orders. We have recently increased the size of our team and are processing orders as quickly and as safely as possible and appreciate your patience during these times.

StarTrack our courier delivery service partner is experiencing severe service and delivery shortfalls. This has resulted in both extended delays on package deliveries, and inaccurate or delayed tracking information once packages are handed onto the courier service. The StarTrack customer service team may not be aware of this issue and may provide inaccurate information. Unfortunately, these issues are out of our control.

If your order has been marked "DISPATCHED", this means your order has been collected by our StarTrack driver and is on its way to you. 

PLEASE NOTE: If you have selected an “Express” delivery option, please be aware that this is a service offered by StarTrack and only applies once your package has been passed onto the courier. This service does not relate to Videoguys Australia's internal order processing. We can not refund the shipping cost if the delays are caused by StarTrack’s service.

Videoguys Australia’s Pick-Up room through our Side Warehouse Office is still operating and in use. This is our preferred way for orders to be processed to enforce a contactless Pick-Up. If consultation is required, you will be asked to enter our retail showroom accordingly.

Before visiting our Pick-up room, your order must first be placed online and be confirmed "Ready for Collection". To avoid being turned away, please refrain from heading to our store before you have received this notification. You will receive this via email and/or SMS.

We are currently receiving an extreme volume of inquiries which is resulting in the extended phone and email response delays. We have recently increased the size of our team to aid the increased amount of enquires accordingly. Please be patient as our team is working through all inquiries as quickly as possible.

Videoguys Australia accepts zero tolerance for abusive behavior in written, verbal, and face to face communication. Any such behavior will result in the termination of communication and/or removal from our premises.

We understand your frustration and concern and all of our new, existing, and temporary team members are working to their best abilities during this difficult and unsure time. Inflammatory behavior towards them is unnecessary and unaccepted.

We thank every one of our customers for supporting our small business during these uncertain times. Your contribution is highly appreciated in keeping us growing.

We are obtaining more new products and brands through our business this year, some of which are on their way and or already in our store when you come through our doors on June 22nd, 2020. We are striving to expand our customer’s variety when it comes to certain areas of video and audio with nothing but quality products. We hope to spread the information on these products and their associated brands through our phone conversations, in-store consultations as well as through our mailing list.

I hope that you and your families are safe and well and are making it through these challenging times smoothly.

Thank you again and we hope to see you through our retail showroom in the coming weeks.

Managing Director,

Michael Rakonjac