How can we help?

Lightspeed’s Help Centre is here to provide support, tips and troubleshooting

Where's my hardware order?

If you have bought your hardware through our Sales team or directly through our online store and are following up on a lost, undelivered, or not-yet-arrived hardware order, this guide will walk you through how you can track your order or escalate it to our partners.

We partner with a third party supplier that partners with TNT to offer delivery to most residential and business addresses across Australia and New Zealand. You can track your hardware order directly on the TNT Track and Trace site

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How do I track my delivery?

When your order has been dispatched, a TNT consignment number will be emailed to you. Please check your inbox for updates from store.lightspeedhq.com.au.

Type in your TNT consignment number on the TNT Track and Trace page to find out if your shipment has been delivered, who signed for it, and other tracking information.

Alternatively, log into store.lightspeedhq.com.au and navigate to your profile to see your recent order details (including tracking links).

I have not received a consignment number

If you have not received an email from store.lightspeedhq.com.au containing a TNT consignment number, reach out directly to our hardware team, hardware@kounta.com. 

What is my order number?

Please check your email inbox for messages from store.lightspeedhq.com.au, and your tax invoice will be attached. Your tax invoice and/or order number will be visible in the top right corner of the page.

See below for example:

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Why have I not received my EFTPOS devices?

If you have received the rest of your hardware but not your Lightspeed Payments terminals, then it's likely you have not completed your Payments application. Lightspeed Payment terminals won't be shipped until the Payments application is completed. Please ensure you have completed your application. You can check to see if you have completed your application by logging onto the application. Search your inbox for an email from payments.na@lightspeedhq.com.

 

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Hit the Click Here button on the email to view your application. You will know if your application has been completed when you see a message saying "Application Complete."

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 What happens if I miss our delivery?

If the driver has attempted delivery to you and left a card, TNT will make another attempt within two 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 the wrong address

The delivery information on your order must be verified before placing it. If the address provided is incorrect and the package is returned, you will be billed for additional shipping charges for your delivery to reach you. A redirection fee of $45 ex GST applies.

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 hardware@kounta.com. We will investigate and update you accordingly. 

How do I return a hardware order?

Head to our Buying and returning hardware from Lightspeed guide for our Returns policy and process. 

 

What's next?

Further questions, or want to speak to the Hardware team directly? Reach out to them at hardware@kounta.com 

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