Dear Valued Customer,

From 9am Tuesday 7th July 2020, due to the worsening of the Coronavirus situation in Victoria, Videoguys have decided to roll-back the easing of restrictions by closing our retail showroom until further notice.

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

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.

Pickup Orders

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.

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.

PLEASE NOTE:

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 via email.

Thank you for your continued support—stay safe and be well.