Shipping & Payment Policy

Effective Date: June 12, 2025
Last Revised: June 12, 2025

1. Payment Methods and Processing

1.1 Accepted Payment Methods

Lotus Computers accepts the following payment methods:

• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• AfterPay/ZipPay
• Direct bank transfer (for orders over $500)
• Gift cards and store credit

1.2 Currency and Pricing

All prices displayed on our website are in Australian Dollars (AUD) and include GST unless otherwise stated.

1.3 Payment Security

We implement robust security measures to protect your payment information:

• PCI-DSS compliance for all credit card transactions
• Secure Socket Layer (SSL) encryption for all payment data
• Tokenization of payment information
• Regular security audits and monitoring
• Implementation of AVS (Address Verification System) and CVV verification

1.4 Payment Verification

In some cases, additional verification may be required to process your payment:

• Verification calls or emails for unusually large orders
• Secondary authentication for high-value transactions
• Confirmation of billing address matching credit card details

If verification is required, this may delay order processing until confirmation is received.

1.5 Failed Payments and Declined Transactions

If your payment is declined or fails to process:

• You will receive an email notification
• The order will be held for 48 hours
• You may update payment information through your account
• After 48 hours without resolution, the order will be automatically cancelled

2. Order Processing Policy

2.1 Order Confirmation

Upon successful payment, you will receive:

• An immediate order confirmation email with your order number
• A summary of purchased items and billing information
• Estimated processing and shipping timeframes
• A link to track your order status

Please contact our customer service team if you do not receive this confirmation within 2 hours of placing your order.

2.2 Order Verification and Processing

All orders undergo verification to ensure accuracy and availability:

• Stock availability confirmation
• Address verification
• Payment validation
• Fraud screening (for security purposes)

Standard order processing times:

• In-stock items: 1-2 business days
• Custom or built-to-order computers: 3-5 business days
• Pre-order or backorder items: As indicated on the product page

2.3 Order Modification and Cancellation

• Order modifications (address changes, item additions/removals) may be requested within 2 hours of order placement
• Cancellations may be requested before the order status changes to “Processing”
• Once an order has been processed or shipped, it cannot be modified or cancelled
• Requests must be submitted through your account or by contacting customer service

2.4 Backorders and Pre-orders

For items not currently in stock:

• Backorder: Item temporarily out of stock but expected to be available soon
• Pre-order: Item not yet released but available for advance purchase

Payment processing for these orders:

• Full payment collected at time of order for pre-orders
• Payment processed when item ships for backorders
• Estimated availability dates provided but subject to change

3. Shipping Options and Timeframes

3.1 Available Shipping Methods

Lotus Computers ships to Australian addresses only. We provide the following shipping options:

3.2 Shipping Timeframes by Location

Our shipping timeframes vary by destination within Australia:

Please note that these timeframes are estimates and may be affected by factors outside our control, including weather events, public holidays, and carrier delays.

3.3 Shipping Restrictions

Certain restrictions apply to our shipping services:

• Delivery available to Australian addresses only
• Some remote locations may have limited delivery options or extended timeframes
• PO Box delivery is available for standard shipping only
• Same-day delivery is only available in Greater Sydney and Metro areas for orders placed before 11am

3.4 Shipping Cost Calculation

• Standard shipping is FREE for all orders to any Australian address
• Express shipping is available for a flat rate of $14.95
• Same-day delivery to Greater Sydney and Metro areas is available for $19.95
• There are no hidden fees or additional charges for standard shipping

4. Delivery Terms and Conditions

4.1 Delivery Process

Standard delivery procedures include:

• Tracking information provided via email once order is shipped
• Delivery to the address specified during checkout
• No responsibility for incorrect address information provided by customer
• Signature required for orders over $300 (optional for lower value orders)

4.2 Delivery Timeframes

In accordance with the Australian Consumer Law:

• We will deliver your order within the timeframe specified for your chosen shipping method
• If no timeframe is specified, delivery will occur within 30 days
• You will be notified of any unexpected delays that may affect your delivery

4.3 Failed Delivery Attempts

If delivery cannot be completed:

• The carrier will leave a card with instructions for redelivery or collection
• Items will be held at the local depot for collection for up to 7 days
• After this period, items will be returned to our warehouse
• A redelivery fee may apply for subsequent delivery attempts

4.4 Delivery Issues and Missing Packages

• Missing or lost packages must be reported within 7 days of the expected delivery date
• Damaged packages must be reported within 48 hours of receipt
• Photographic evidence may be required for damaged items
• We will investigate all delivery issues with the carrier
• Resolution may include replacement, refund, or redelivery depending on circumstances

5. Additional Information

5.1 Order Tracking

Track your order through:

• The tracking link in your shipping confirmation email
• Your account on our website
• Our customer service team (with your order number)

5.2 Contact Information

For questions regarding this policy or specific orders:

• Email: info@lotuscomputers.com.au
• Phone: +61 0468 469 585 (Monday-Friday, 9am-5pm AEST)
• Address: 81-83 Campbell Street, Surry Hills, NSW 2010, Australia

5.3 Policy Updates

This policy may be updated periodically to reflect changes in our processes or legal requirements. The current version will always be available on our website with the effective date displayed.

5.4 Definitions

• Processing Time: The time between order placement and shipment
• Shipping Time: The time taken for delivery after an order has been shipped
• Business Days: Monday through Friday, excluding public holidays
• Backorder: Items temporarily out of stock but available for order
• Pre-order: Items not yet released but available for advance purchase

6. Related Policies

This policy should be read in conjunction with our:

• Returns and Refunds Policy
• Privacy Policy
• Terms and Conditions
• Warranty Policy