frequently asked questions

Here are some of the most Frequently Asked Questions that EMPR®Australia receive regarding http://tosh.empr.com.au.

Ordering

Q. How do I know my online order was successful ?
A. You will receive a confirmation email with your order details. If you see any errors please reply to the email as soon as possible so we can fix it up.

Q. Is there a minimum purchase cost ?
A. Yes, your order must come to at least $20.00 Ex GST to be purchased via http://tosh.empr.com.au

Q. Can I cancel my order ?
A. This will depend on what stage the order is at. If the items are specially ordered items or the order has been dispatched we cannot generally cancel the order. To apply for an order cancellation online, fill in the Order Cancellation Form

Cancellation or Restocking fee of $30.00 Ex GST or 30% (whichever is greater) may apply to cancelled orders.

Q. I have ordered the wrong part, can I send it back for a credit ?
A. This will depend on what the part is and what state it is in. If the part was specially ordered for your order we generally cannot accept it back. Likewise if the box it was shipped in has been opened we cannot accept it back. Please refer to our Terms and Conditions.

Q. Why do your prices change ?
A. Our pricing is updated several times a month and based on the price feeds from Toshiba. Their pricing can be effected by such things as the exchange rate and world wide stock availability.

Payment

Q. What payment options do you have ?
A. EMPR currently accepts the following payment methods - Visa | Mastercard | Amex | Direct Deposit | Cheque

Q. I am paying by Cheque / Direct Deposit, can my order still be shipped the same day ?
A. Usually No, Cheques and Direct Deposits must clear before goods will be shipped or released for pick-up. Credit card details or direct deposit/cheque need to be received before goods will be allocated/ordered on your behalf.

Shipping

Q. Can I pickup my order ?
A. Yes, you may pick up your order from our warehouse. Our Sales Team will notify you by phone when your goods are ready for collection. Payment methods for client pick ups include credit card or cash. Direct deposits and Cheques must clear into our bank account prior to pick-up.

Q. Can the Courier call me before arriving with the delivery ?
A. No, Courier drivers have informed us that they cannot call before arriving for delivery, due to time and safety issues.

Q. Can I have my order left on my verandah etc ?
A. No, deliveries cannot be left without a signature, please make sure the delivery address has someone available to receipt and sign for the order. We use an external courier who will not deliver goods without obtaining a signature. This is part of the track and trace service they offer.

Q. Can you deliver to my P.O. Box ?
A. Yes we can, although only when the part is shipped via eParcel by Australia Post. If you require same day or courier delivery this will not be possible.

Q. Can you combine my deliveries ?
A. Due to our warehouse running multiple parts allocations during the day this is not possible. This has been done to get as many parts out as possible each day and reduce delays.

Technical

Q. My discounted price is not showing up, I am just receiving the retail price ?
A. To receive the discounted price you need to login. If you do not login, the discounting can still be applied when you purchase the goods. When you login at the checkout stage, the discounting is automatically applied there.

Q. Why does the search function not find what I want ?
A. EMPR is intended to identify products and associated parts with the highest volume of parts information requests and provide high-quality data for them, not to provide a 100% solution for all Toshiba products and parts.

Some Toshiba products are set up on our centralized repair program, and have few user-replaceable parts. This could be the reason that the part you are looking for is not on EMPR Australia

For further assistance with service parts information, or to determine the best repair strategy for your Toshiba product, please refer to the resources listed on our contact page.

Q. I get a cookie warning from my browser. What now ?
A. The e-commerce system requires cookies to record information which assist the e-commerce process. You will need to activate cookies in order to use this site.