If you are new to the Higher Orbit online store, this FAQ may answer many of your questions. If not, you are welcome to contact us.

Security

Is your website secure?
By default, requests to our website are sent over unsecured connections. However once you create or log into a member account, all transmissions during the time you are logged in are secured by a 128bit SSL certificate, issued by Comodo InstantSSL.

Should you have any concerns regarding these security measures, please contact us.

Shipping

Where do you ship to? Do you ship internationally?
We ship orders to all mainland Australian states and destinations (inc Tasmania). At this time we do not accept nor ship international orders.

Can I pick up an order?
As a rule the answer is no - we aren't always in the office and arranging pick up times can be difficult.

For physically large orders we may offer to arrange a pick up time, however this is to our own discretion.

How much does freight cost - when do you calculate it?
The freight is calculated once we begin to process your order. We will notify you of freight costs by means of e-mail, and they will be added to your order. The changes will be reflected in your Order History.

Once you have received this notification you have a green light to forward payment to us.

General courier costs can be as low as $7 for some Perth, Sydney, and Melbourne metro areas, with other locations attracting a minimum fee of $11-$13. This is just a general price structure, the actual cost depends on what you've ordered and the destination. If in doubt, contact us.

Which couriers do you use?
We've aligned ourselves with Australian Air Express and Fastway Couriers. We may from time to time use other couriers. We require that all parcels be signed for at their destination.

Returns

I bought a product from you and it has failed/become damaged/no longer working, what can I do?
We accept product returns only under manufacturer warranty, which covers a product for at least one year from date of purchase (warranty length may vary between manufacturer). Warranty returns are required to be accompanied by a detailed description of the product fault, all relevant hardware/software/packaging for that product, and a copy of the tax invoice relating to the original purchase. Products returned to us without fulfilling these requirements will either be held until the appropriate requirements are met, or be sent back to the customer.

Warranty claims are handled by the product manufacturer and distributor, and products may be either replaced or repaired and any decision the manufacturer or distributor makes is final.

Products found not to have any faults may attract a fee, issued by the manufacturer or distributor at their discretion.

What if I ordered the wrong product, or the wrong one was shipped to me?
We will not accept products for return for any other reason or circumstance, and do not accept any liability for products returned.

If you received a different product than what you ordered, please contact us immediately.

Payment

What payment methods are available?
We accept cheques, money orders, credit cards via Paymate, and direct deposit.

Direct Deposit is our preferred method of payment:

Account Name: Higher Orbit
Bank: BankWest
BSB: 306 042
Account Number: 0818433

All payments must clear before any orders are dispatched.