Frequently Asked Questions

If you have found a product/s on our website that you would like to order, simply click add to cart. You can either proceed directly to the checkout or you can continue shopping.

Once you are ready to check out, at the top right of the page you will see an option to either checkout with Epowermac or with PayPal. Either option is 100% secure.

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We carry about 95% of the products on our website in stock, either in our own warehouse, or in our suppliers' warehouses. Sometimes however, products sell out or items are temporarily out of stock while we wait for new stock to arrive. If you place an order for an item, and it can't ship within 1-2 days, we will notify you immediately via email.

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We accept payment by VISA, MasterCard, PayPal Express Checkout or Direct Deposit. Company cheques will be accepted by prior arrangement.

When you have added products to your cart, proceeed through the checkout process and you will be offered your preferred payment options.

We also accept Purchase Orders from Government and Education Organisations on Net 30 Day Terms. We will need a copy of the Purchase Order emailed or faxed to us prior to shipment.

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There is a security time-out feature built into the website. If you take too long to progress through the checkout, you may have difficulty placing an order.
Please kindly close your browser, and re-open it to fix the issue.

Some networks disallow online purchasing, so if you are not on your own network, this could be the cause.

Also, you may need to have Cookies enabled in your chosen web browser for our website to function effectively.

If you are still unable to place an order through our secure website, please feel free to give us a call on (03) 9017 3369.

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If you have forgotten your password to log in to the Epowermac website, please click here to enter your email address and have your password emailed to you.

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Shipping options and charges are automatically calculated and presented to you during the checkout process.

Standard shipping rates are $9.95 for up to 1kg, $13.95 for up to 3kg, and $19.95 for up to $5kg.

Shipping rates for larger orders vary, based on both the cubic and actual weight of your order. If would like an alternative quote for shipping, please feel free to contact us.

Please click here for more information on our shipping rates.

Please Note: We do not add any margin to our freight costs to keep these as low as we possible can.

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All in-stock orders placed before 3pm on a weekday will usually ship same-day. All orders placed after 3pm on a Friday, and over the weekend, will ship on Monday.

Exceptions to this rule include build-to-orders, such as large RAID drives and Network Attached Storage, which require a number of hours to set up. Please take this into account when ordering if your purchase is urgent.

Please Note: Delays in delivery can and do occur that are outside of the control of the Epowermac Team.

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All our orders ship via courier and require a signature for delivery. If you want your order to ship to an address where no one will be available to sign for the delivery, please select the “Authority to Leave” option during checkout. Please also include any additional instructions to assist the courier with delivery, e.g. if there is a secure place to leave the parcel ("letterbox" or "at front door").

Which courier we use depends on where the product will ship from; the size, weight, and destination of the order; and which shipping option is selected during checkout (e.g. "Overnight" or "Road" service).

As we are an online store, we do not have a pick up location, sorry.

Many products are shipped directly from our suppliers' warehouses to get to you faster.

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Once your order ships, you will receive an email notifying you of the courier your order shipped with, and a Tracking Number for the consignment. You can then follow the link in the email to this page from which you can track your order.

If we expedite your order by shipping directly from one of our suppliers, tracking information may not be immediately available.

Please contact us if you need help tracking an order.

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For small orders, shipping is usually overnight to two days. For larger orders, we use road freight.

If you need your order next business day please let us know, and we will do our best to ensure your order ships that day via overnight freight (however we have no control over the freight network, so cannot guarantee 100% that your order will arrive in time, sorry!)

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We may be able to ship certain items to Post Boxes by prior arrangement only. Most of our courier companies won't deliver to PO Boxes, but depending on the item you need, we may be able to arrange a Post Box delivery. Please contact us to discuss this further.

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We gladly offer a full refund on all products returned in 100% resaleable condition with no signs of being opened, within 14 days of placing the order.

If you have ordered the wrong product, please fill in our online RMA form here to return this to us. Please note that we do not cover the cost of return freight, and we will not refund the original cost of delivery to you.

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Most products listed on our website include the warranty period in the product specifications. Some products, such as our custom-built external drives, will have a unique warranty (e.g. the enclosure has a 2 year warranty, the hard drives a 5 year warranty).

To read our full warranty and returns policy, please click here.

If you wish to make a warranty claim or return a product, please ensure that you have contacted support and completed all possible troubleshooting avenues. Our online warranty claim form can be found here.

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If you wish to make a warranty claim or return a product, please ensure that you have contacted support and completed all possible troubleshooting avenues. Once you are sure that it is the item that is the issue, our online warranty claim form can be found here.

Click here to contact support.

Click here to go to our online RMA form.

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Please do not return anything under warranty unless you have been issued an RMA number.

When we issue an RMA number to you via email, we will advise you of the relevant return address in that email.

Please make sure that you have read the RMA email and understand the requirements for returning items under warranty, including how to package the item and what to write on the package. Failing to do so could result in the warranty on the item being voided, and/or the return being rejected.

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While we make every effort to deal with returns as soon as they arrive, at different times the returns process may take up to a few weeks.

At times, we may also need to return an item to the manufacturer or their local service centre for repair and/or replacement under warranty, and this may result in unavoidable delays.

Please allow 30 days for all warranty returns.

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It is up to the customer returning the product under warranty to cover the cost of sending the product/item back to us or to our nominated supplier within Australia, as expressly explained in our warranty and returns policy.

We do however cover the full cost of returning the repaired or replaced product back to you. This is the same as returning a product to a physical store if you have a problem.

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There are various ways to identify your Mac, including the Model Identifier, unique Serial Number and the version of Mac OS X your system is running. This information can help determine your Mac’s compatibility with replacement parts, hardware, peripherals, and software.

• Open a Finder Window.
• Click on "Applications".
• Open the "Utilities" Folder.
• Open the "System Profiler" Application.

Your Model Identifier, Processor, and Serial Number are listed under "Hardware Overview" (Note: Model Identifier is listed as Machine Model in 10.4.x and earlier).

Click on "Software" in the menu on the left. Your OS X System Version is listed under "System Software Overview".

You may also need to take a screenshot of this information to email through to us.

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To take a picture of your screen (which you can then email through to us to ask about compatibility, or when seeking support), use these keyboard shortcuts:

• To take a picture of the whole screen, press Command-Shift-3.
• To take a picture of part of the screen, press Command-Shift-4 and drag to select the area you want.
• The picture is saved as a TIFF file on your Desktop. (Note: Mac OS X 10.2 and later saves pictures as PDF files.)
• To copy the screen capture to the Clipboard instead of saving it as a file, press Control-Command-Shift-3 to copy the entire screen to the Clipboard, or Control-Command-Shift-4 to copy the selected range to the Clipboard.

We can highly recommend the Savescreenie freeware app to organise and manage screen grabs on your Mac!

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Nothing is more important to us than the privacy and security of your information as you browse and shop on our website. Our website is a 100% secure and fully verified eCommerce website secured with Starfield Technologies' Extended Secure Socket Layer Validation Certificate (for more information, please click here).

Regardless of which web browser you're using, when you log in to your account and as you progress through our secure online checkout process, you will notice the "https" in your URL bar. This is an important sign that our website is using industry best-practise SSL technology.

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Absolutely! Our website is hosted right here in Australia, and our database is fully encrypted for the protection of your account information.

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Click here to visit our About Us page.

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Epowermac is a trading name of Epowermac Pty Ltd (ABN: 15 099 915 876).

We are a wholly owned Australian registered company, with our registered office in Hobart, Tasmania.

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Epowermac is an Australian Online store. We do not have a physical shopfront, and pickup is not an option for our products.

As a purely online store, we ship our products from a number of Australian warehouses. At times, we also ship products directly from our suppliers' warehouses to save time and get your order to you as quickly as possible.

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