Frequently Asked Questions
Delivery Information (AU only)
We partner with Sektor Pty Ltd to offer a range of products suitable for use with Lightspeed POS.
Our supplier partners with TNT to offer delivery to most residential and business addresses across Australia.
For orders placed before 11.59am, our supplier’s warehouse will endeavour to dispatch the items on the same day. Orders placed after 12.00pm will be dispatched the next business day.
From time to time, the dispatch of specific items will exceed our usual window for reasons outside our control. We will send you an email to let you know when your item has been dispatched by us or if we anticipate delays.
What are my delivery options?
Standard delivery incurs a fee of $35.00. Delivery will occur between 3-5 business days of dispatch.
Express delivery incurs a fee of $100.00. Delivery will occur between 1-3 business days of dispatch.
From time to time, the delivery of specific items will exceed the usual window for reasons outside of our or TNT’s control. Stay updated by using the TNT Track and Trace page.
Are there pickup options available? (Sydney Only)
The option to collect is offered free of charge. Orders can be collected from the Sektor warehouse in Rosehill, NSW. You will be notified via email when your order, or part of your order, is ready to collect. Please do not attempt collection without an email confirmation.
When collecting your order, please bring your photo ID;
Unit 2, Building A/2 Unwin St, Rosehill NSW 2142
Monday to Friday, 8.30am - 4.30pm
What is my order number?
Please check your email inbox for messages from store.lightspeedhq.com.au and your tax invoice will be attached. To view your tax invoice and/or order number look at the top right corner of the page.
See below for example:
Do you provide delivery tracking?
When your order has been dispatched, a TNT consignment number will be emailed to you. Please check your inbox for updates from https://store.lightspeedhq.com.au/.
Alternatively, log in to store.lightspeedhq.com.au and navigate to your profile to see your recent order details (including tracking links). To find out if your shipment has been delivered, who signed for it and other tracking information just type in your TNT consignment number on the TNT Track and Trace page.
The TNT consignment number is emailed to you upon dispatch of your order, or part thereof.
What are your delivery locations?
Delivery is determined by the serviceability from our partner couriers’ distribution centres.
Unfortunately, there are certain remote locations that we are unable to deliver to, these include overseas or to Australian islands off the mainland except for Tasmania.
Lightspeed is unable to deliver to PO Boxes or Lockers.
New Zealand Customers
Please navigate to our specialist partner: https://indigopos.co.nz/.
To note, products will be priced in NZD.
What happens if we miss our delivery?
If the driver has attempted delivery to you and left a card, TNT will make another attempt within 2 business days.
If the driver has not yet attempted delivery or you do not have a re-delivery card, please contact TNT (https://www.tnt.com/express/en_au/site/support.html). Your enquiry must include the consignment number and delivery address.
My delivery has missing items
If you have received an order and found that an item is missing, let our team know as soon as possible at email@example.com. We will investigate and update you accordingly.
My delivery has the wrong address
It is important that the delivery information on your order is verified before placing it. If the address provided is incorrect and the package is returned, you will be billed for additional shipping charges in order for your delivery to reach you.
I have received the wrong item in my order
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and cover the cost of returning the incorrect item.
My order has been damaged during transit
If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
Order Changes & Cancellations
You may change or cancel an order only before it reaches the dispatch processing stage, in this case you will receive a refund in the amount you paid for the product. After an order reaches the dispatch processing stage, cancellations or changes are not possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as possible after ordering.
Unfortunately, we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.
Change Of Mind
If you have changed your mind about your purchase, Lightspeed can offer you a refund provided that:
- You return the item within 45 days of purchase
- You produce a satisfactory proof of purchase (being your original register receipt or online proof of purchase, such as a tax invoice)
- The item is in new, unused, and re-saleable condition, including all original packaging
- Apple products may only be returned in brand new condition (plastic shrink wrap must not be opened or damaged in any way)
Please note: a $30 restocking fee is applicable for change of mind returns
How do I initiate a return?
Item returns can be initiated by contacting out Hardware Team will the below details for approval;
- Send an email to firstname.lastname@example.org with the following details:
- the original order number
- the item you wish to return
- the model number of the item (if applicable)
- the reason why you wish to return the item
- confirmation that the item is new condition with all original packaging (provide a photo)
Goods will not be accepted, credited or replaced without prior approval. Consumable items (receipt paper) are not eligible for credit or return. Unauthorized returns will not be shipped back to sender except at users expense.
The customer may return authorised items using the shipping method of their choice and is responsible for the return shipping charges. We recommend that the return is insured as we cannot be responsible for damaged or lost shipments. Used or otherwise altered items not in new condition are not eligible for refund.
All returns must be received within 45 days of the original order or a refund cannot be issued. Upon receipt of your returned items the warehouse will inspect them, return them to inventory if in new unused condition and approve the refund.
Faulty Goods (Warranty Claims)
If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
If a fault occurs within 12 months of purchase, please take photos or video clearly illustrating the problem and contact us as soon as possible. Lightspeed will have the product assessed by a certified repair agent to determine the nature and cause of the fault. Lightspeed reserves the right to decline an exchange, refund or repair where any product fault is caused by misuse or neglect.
Terms and Conditions
- A proof of purchase must be included for all warranty claims.
- Warranty can only be determined after an item has been inspected.
- A quotation fee will apply to all declined enquiries.
- Freight will be charged on a declined quotation, if the faulty equipment is requested to be returned.
- Freight will be charged in addition to the quoted price.
- Equipment may be sold to recover costs if not collected within 90 days from issue of the quote.
- Please make sure that the unit is packed securely as any courier damage will be the responsibility of the sender.
Manufacturer warranties - AppleCare
In some cases products offered for sale on our website (iPads and iPods) may be subject to a separate manufacturer's warranty (AppleCare). In this case we request that you contact the manufacturer (Apple) directly. Please visit: https://support.apple.com/en-au/repair