Delivery, Orders, Returns and Support

General Info
Most of you know this already, but just to be clear... All Macs bought from ZeroThree carry exactly the same warranties as any other new Mac you buy from the Apple Store or Authorised Resellers worldwide. That is, as standard, 12 month Global Warranty (RTB - Return to Base) - this means you can take your Mac to ANY Apple Service Centre - all available on the Apple website, or if you bought from us, any warranty issues will be gladly handled by us if that's preferred or is easier for you.

Here at ZeroThree though, any Mac you buy from us carries Lifetime Technical Support (phone / email ). And it means just that. So if anything goes wrong with your Mac, call us first as you'll speak to a real person who can help with your problem or in the case of a warranty issue, advise on exactly what to do.. No 'on hold', no 'transfers', no waiting. If your Mac just simply doesnt work when you get it - 1 in 1000 ish (and this is usually due to 'handling' and a memory chip coming loose) we will tell you what to do, or if it's physically damaged, get a replacement Mac for you. Again, you can do this directly with Apple, but you're also welcome to have us handle it for you. We hope that reassures you!. ( Please note- our Lfetime Technical Support is just that - support - it is NOT a warranty of any sort and does not cover physical repairs of your Mac if it is out of warranty )

Return or Replacement Circumstances
When you take delivery of your new Mac, your warranty starts from the moment you get online for the first time and your registration information is sent to Apple. If your Mac does not work or seems faulty within the first 10 days of ownership, we can arrange what is called a 'DOA'.. Dead On Arrival. What happens then is that an Authorisation to Return (RA) is applied for by us to have your Mac retuned to Apple - once issued (usually within about 48 hours), a TNT courier will be sent to collect your sad Mac... they will collect from your premises or wherever your Mac is. At the same time we will send you a new Mac. Outside of the 10 day period, you will need to take your Mac to ANY Apple Service Centre (all listed on the Apple website), or, send to us and we can send to our Service Centre in Sydney on your behalf if that's easier. Your Mac will then be repaired under warranty conditions providing it is either in warranty, has a known issue and that it has not been physically or visibly damaged.

Price Changes / New Product releases
From time-to time, Apple, of course, release new product. Although the rumour mills are in full flight most of the time, no Authorised Dealers are delivered any information ahead of a new release or pricechange so we DO NOT know if anything is about to be released ever.. Information is NEVER leaked so the first we even know is at 3am on the U.S. release of any update or change. These prices and products are then immediately added to our website as is new product. If you ordered your Mac on the previous day and it is in transit to you, it cannot be updated to the new version or any price difference compensated unless approved by Apple. If it has not left our warehouses or Apple directly, then we will arrest shipment for you and get you updated to whichever model you'd prefer. It really is just luck of the draw on the rare occasion that this happens so please understand this.

Custom orders (CTO) are different. As soon as your order is submitted to Apple via our webiste it goes to 'build'. Custom orders can on most occasions be cancelled within 24 hours (as per our CTO details email sent to you just after ordering...), so that is the ONLY window to work with. Custom orders outside of that time cannot be cancelled and as such, may even arrive drirectly to you from Apple AFTER an update has been released. In that circumstance, your order cannot be returned, so please be absolutely sure about your order before you place it. Of course, we will fight your corner with you should that happen and work something out that is acceptable even if it costs us directly. Occasionally, from our years of experience, we can 'sense' when a change is going to happen... when we're almost sure something is going to happen, we publish infomation on our news pages to be as honest as possible and give you the ammunition you need to make a more educated decision. With regards to price changes, there is nothing we can do about these as there is absolutely no warning but will always try to help and get something out of Apple if there are substantial changes, but, again, please realise that we are under no commitment to do this but do try...

Other refund or Return options
In over a decade of operation, we have never had a single customer not satisfied with their Mac. Apart from 1 in late 2009 in some very bizarre circumstances, so we'll include that here.. If you order a Mac, and it is a Standard Build (i.e. not a CTO - Customised To Order) and you take delivery of it then decide you don't want it, you are welcome to send your unopened Mac back within 48 hours for a full refund. It cannot be returned if it's been opened and used and a week later you decide for whatever reason you don't like it. If a product or pricechange occurs immediately after your order or within 24 hours of receipt opf your order, we should be able to arrange a refund (as long as your Mac in unopened) subject to Apple policy at that time. It must be un-used and un-opened for this to be able to happen. If it has been used and you are for whatever reason unhappy with it, we can arrange a buy back as a used Mac for you. This option, of course, is not ideal as the buy-back price may be considerably less than the price you paid. So basically, make sure you buy the Mac you want in the first place!

Shipping and Insurance
ZeroThree's basic delivery (or collection) is free. We do suggest, however, that you should at least insure your Mac in transit. If you do not insure your Mac it is entirely your choice and your risk so please consider it carefully...Basic insurance is a mere $15. If you opt for TNT or Startrak services, cost is based on your location and the weight of your order and insurance is charged at $10 per $1000 covered. In the case of MacPro this can be substantial, but still very much worth insuring your investment. You can of course call us anytime to discuss the options open to you.

General helpful information on Orders, expected delivery times and our Legendary Lifetime Tech Support
Macs come in 2 versions. Factory Standard builds as per their respective product codes, and Customise To Order (CTO) builds. If your Mac is in stock anywhere in our warehouses nationwide, you can expect delivery to metro areas either same day up to 3 days from order and payment - or you can of course collect from our HQ in Brighton, Melbourne (we generally don't advertise this simply because we do not carry stock in Brighton and do not have a shopfront which enables us to be far more efficient and keeps our costs, and therefore our prices way down).

If you're in country areas or outback, we still ship to you so dont worry, but you'll no doubt be aware of the delays incurred to your location and will be happy with that. We even offer 'By Air' delvery to remote locations via light aircraft.

CTO - Custom Builds. Most custom builds with memory upgrades incur a small additional delay. Again, generally 1-3 days from order and payment. Please bear in mind that pretty much all CTO builds are subject to standard Apple wait times. We do not build your Mac. If you order a custom build Mac, it comes from the Apple Store Australia. They are assembled for you as per your request at Apple and ship whenever they are ready. We have no control over this and build times are as per any other CTO Apple Store order from any store nationwide -this tends to be typically about 10 business days.... As per all orders with ZeroThree, communication is a top priority, and as per our testimonials, you'll see we do mean that and keep you completely up-to-date all the time without fail.

If you ordered a highly modified iMac or Mac Pro for example, wait times can increase to realistically 10 business days. This is by no means set in stone and from the moment you order and pay for your Mac, your order is submitted to Apple for build, and simply ships whenever they have completed your order. If your Mac requires additional work to be performed at our Melbourne premises, as soon as it is ready, we will then notify you of tracking details via email or if you've opted to collect, we'll speak to you to arrange that.

If your Mac is a Direct Ship - i.e. straight from Apple to you, then we are not notified until after shipment, and the only time we have to go on is their estimated build time which we email you in your order confirmation. Delivery in all cases unless otherwise organised, is by courier - usually TNT, Startrak, or Fastway. All of these couriers operate business hours Monday to Friday. Special arrangements can be made for courier or collection out of hours. Some customers are not happy with a Monday to Friday arrangement, but unless you're prepared to pay for a Saturday TNT delivery, there's not much we can do about that, so please do unsure you give us a delivery address at which someone will be present during working hours. If you're in Melbourne, we happily open up out-of-hours or weekends if that's the only time you're available and want to collect...

Support
Most of you will know this already of course, but just in case you don't, not only are our prices pretty amazing, but every sinlge Mac comes with our own telephone / email lifetime tech support on 0488 333366. With Apple, you get 90 days tech support and a 1 year Apple warranty extendable to 3 years with AppleCare. Remember, AppleCare is a Hardware Warranty... out tech support is not a Hardware warranty...

Here at ZeroThree, we've been in this business so long, we actually prefer that you call us, anytime, in or out of hours if you have any problem with your Mac - at any time during it's life - and that's not limited to 3 years. It's completely unlimited.

And if you didn't buy your Mac from us? Well, don't worry. We will still help you. So why not give us a go for your next Mac. We reckon you'll like the way we do business here.