Effective on Wednesday 21st October 2020, the pick-up option upon ordering will be available abiding by the Victorian Government's announcement and Covid 19  restrictions. Our retail showroom will also remain closed during this time until further notice. 

Please understand our number one priority is to ensure the health and safety of both our staff and customers during this time.

Pickup Orders (9.00AM - 4.00PM)

Videoguys Australia’s Pick-Up room will be open for Click and Collect from 21st October 2020.

The restrictions currently in place for Contactless Drive & Collect are below:

• Your order must be fully paid and marked as "Pickup" in your account on our website.
• Please wait until you receive a "Ready For Dispatch" email before arriving to collect your order
• Call (03) 95438885 when you arrive so we can bring the order out to you.
• Orders must be collected by a single individual in a vehicle (no motorbikes or bicycles).
• Customers must remain in their vehicle at all times during the collection process.
• Invoices will be provided via email only (no paper invoices will be provided).
• We will not be able to provide sales or product advice.
• Our team will load your order into your car for you. Please ensure that all items you have ordered will easily fit in your vehicle.
• If our team member believes an item will not fit in your car, we can have it delivered to you.

Orders for Delivery 

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. 

Customer Service Delays 

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.

Behaviour 

Videoguys Australia accepts zero tolerance for abusive behaviour in written, verbal, and face to face communication. Any such behaviour 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 behaviour towards them is unnecessary and unaccepted.

Special Notice: 

Due to high demand, you may see a higher-than-normal number of items labelled “Coming Soon", "More on the Way" or "Out of Stock”. We are re-stocking as fast as we can. If you need assistance finding an alternative from available inventory, our sales and customer service teams are available to answer your questions via phone or email. 

While Videoguys Australia and our shipping partners are doing our best to get your order to you quickly and safely, we appreciate your understanding if we experience any delivery delays. We also appreciate your understanding if it takes a few extra days to process returns. 

Thank you for your continued support—stay safe and be well during these uncertain times.