Frequently Asked Questions

Top Questions

What methods of payment are accepted?
What are the delivery options?
How much will the delivery cost be?
When to expect delivery of my order?

Finding the Right Products
Products available online. What products can I order online from Epson?
Products compatible with my printer. How do I find the products to use with my printer?
Cartridge refills. Does Epson sell refill kits for ink cartridges?

Logging in
Forgotten password. I have forgotten my password, what should I do?
New to Epson Shop Online? How do I set up an account with Epson Shop Online?

My Trolley
Adding products to My Trolley.How do I add an item to 'My Trolley' ?
Deleting products from My Trolley. How do I remove a product from 'My Trolley'?
Changing product quantities. How do I change the quantity of a product in 'My Trolley'?
Ready to Ship. In My Trolley an item has an Availability In Warehouse status of 'Ready to Ship'. What is meant by 'Ready to ship'?
The cost of delivery. How can I find the cost of delivery for my order?
Length of Shipping Time. How long will my order take to ship?
Delivery Method. How will my goods arrive?
Unable to receive an order. I won't be at the delivery address when my order is expected, what should I do?

Checkout: - Billing & Delivery Details
Changing Delivery Address. Can I change the address of where my products are to be delivered?

Checkout: - Delivery Charges
Delivery Charge. How is the delivery charge calculated?
Own Courier. Can I arrange to use my own courier?

Making a Payment
Methods of payment. What methods of payment are accepted by Epson?
Payment on delivery. Can I pay the driver when my order is delivered?
Merchant Information. How can I find Merchant Information?
Received payment. How do I know if my payment has been received?
Credit Card Details. Does Epson keep a copy of my Credit Card details?

My Account
What you can view. What is available to be viewed in My Account?
Checking Order Status. How do I check the status on my order?
Changing personal details. How do I change my Personal details?
Changed E-mail address. I have changed my e-mail address since registration, what should I do?
Received order. How will I know if Epson received my order?

Order Inquiries
Haven't received order. What if I do not receive my order by the Expected Delivery date?
Not home when order arrived. I won't be at the delivery address when my order is expected, what should I do?
Cancelling an order. How do I cancel my order?
Refund for Cancelled Order. Do I receive a full refund if I cancel my order?
Return policy. What is the Epson return policy?
How to return. How do I return something I've ordered on the website?
Damaged products. Can I return an item that is damaged?

Contacting Epson
Contact Us. How can I contact Epson?
Postal address. What is Epson's postal address?
Street address. What is Epson's street address?

Other Pages
Other useful pages. Are there any other web pages that may help me with any questions I have?

Feedback
Web Site Feedback. Where can I send feedback on the website?

Answers

Finding the Right Products

Products available online.  

- Genuine Epson Consumables (ink cartridges, paper, laser toner, ribbons, etc)
- Epson Single Function Inkjet Printers
- Epson Multifunctional Printers
- Epson Scanners
- Epson Smart Glasses
- Epson Projectors
- Dot Matrix Printers
- Accessories for Epson products (battery, carry case, lamps, etc)

Products compatible with my Printer.

To find products compatible with your printer:

1. Start at the Shop Online 'Home' page.
2. Click on the Inks & Supplies image.
3. Step 1. Select the printer series, and Step 2. select the printer model from the drop down menu.
4. A page will appear showing your printer and all the 'Related Products' including inks, papers and accessories suitable for your printer.
5. Select the quantity of one or more Products and click on the 'Add to Cart' button.
6. On the Shopping Cart page, enter your post code to determine your freight method and costs.
7. If you have an Epson Shop Online voucher, then enter it now.
8. Click the Proceed to Checkout button.
9. On the Login to Epson Shop Online page, enter your e-mail address and password, or if a new customer enter your delivery address details.
10. Then select your payment method by clicking on the Pay by Credit Card, PayPal, zipPay or BPAY buttons. More info.

Cartridge Refills.

Epson do not sell ink cartridge refills, we recommend only using new Genuine Epson ink cartridges and paper.
If you are printing large volumes, then we recommend the Epson EcoTank range of printers, that have refillable ink tanks.

For the highest quality output trust the highest quality input, and only use genuine Epson inks and papers. 

 Logging in

Forgotten Password.

If you have forgotten your password you can have it e-mailed to you immediately. 

1. Click on the" Log in" link, found on right side of the top status bar.
2. Select the "Forgotten your password" link.
3. Enter in your e-mail address, and press Submit button.
4. Your password will be e-mailed immediately to the e-mail address entered.

 

New Member Account.

To open a new member account:

1. Click on the "Sign up" link, found on the right side of the top status bar. Or after you've added products to your trolley, you'll be prompted to log in or register a new account.
2. Enter your name, email address and enter a password of your choosing for this site.
3. Your delivery address details will be entered on the checkout page.
4. Check that you've read the Privacy Policy, T & C's, and Terms & Conditions of Sale.
5. Click the 'Submit' button to create a new Account.

My Trolley

Adding products to My Trolley.

To add items to your trolley simply click on one of the 'Add to Cart' buttons: or and one or more products will be added to your trolley.

Deleting products from My Trolley.

To delete an item from your trolley:

1. Click the cross image at the top, right corner of the product box, to delete that item.
2. Or you can change the quantity of items to 0 in the 'Qty' drop down.

Changing quantities.

To change the quantity of an item in your trolley select the quantity from the 'Qty' drop down next to the product price.

Ready to Ship. 

If a product's status is 'Ready to Ship', at the time of placing the item in your trolley Epson had stock available in its warehouse.

Epson updates its website stock levels frequently and endeavours to reflect accurate stock availability on the website. However from time to time a product may go "out of stock" whilst your order is being processed. On the occasion that this might happen, Epson administration staff will contact you to discuss revised delivery times or refund options.

The Cost of Delivery.

To find the cost of delivery for your order:

1. Go to 'Your Post code' field on the Shopping Cart ORDER SUMMARY.
2. Enter the destination post code.
3. Click on the 'UPDATE' button.
4. Your delivery options will appear.
5. Select delivery of your choice. Your 'Total' price will get updated automatically.

If you order over $100 standard delivery will be free. You can pay the difference to upgrade to a different or faster delivery method.

Length of shipping time.

For most products we have 3 shipping options. Australia Post e-Parcel is often the most cost effective, and takes between 2-7 working days depending upon your distance from Sydney. Some remote parts of Western Australia or the Northern Territory may take a few days more. AirRoad is road freight service taking similar times to e-Parcel, and is cost effective for sending large items. Australia Post e-Parcel Express takes 2 to 3 days between capital cites and few days extra for rural locations.

Delivery Options.

The delivery of all products from Epson to the Customer shall be arranged by Epson using only Epson nominated freight carriers. Do not arrange your own courier to collect the goods.

Delivery options include:

- Australia Post e-Parcel Express Post - ( 2 to 3 Business Days Delivery to Capital Cities*)

- Australia Post e-Parcel Road Freight - ( 2 to 7 Business Days Delivery*)

- AirRoad Courier Road Freight - ( 2 to 7 Business Days Delivery*)

* Excludes Perth and Darwin, allow extra time for these cities and remote areas.

Unable to receive an order.

If you are unavailable to receive your order, you should follow the directions on the "unable to deliver" card to secure receipt of the goods. In most cases if you're not home to take collection, the package will be waiting at your local Post Office for collection.

All deliveries require a signature upon delivery and can't be left on the doorstep. They will need to be collected from your local post office if you're not home to sign for the delivery.

When the order leaves our warehouse an e-mail will be sent to you with the consignment note tracking number and this can be entered to track the progress of your order:

Australia Post
https://auspost.com.au/parcels-mail/track.html#/track    Please allow 24 hours for their systems to update.

AirRoad
https://www.airroad.com.au/    Please allow 24 hours for their systems to update.

If your delivery is taking longer then expected, then contact Epson Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm).

Checkout: Delivery Details

Changing Delivery Address.

You cannot change the delivery details for an order after the order has been paid, please take the time to write your address details carefully.

Change your delivery address before paying for the order - 

1. Make the appropriate changes to the fields in the 'delivery address information' form.
2. Click the check box to make this delivery address permanent.
3. Click on the 'Continue' button to update your delivery address.

Checkout: Delivery Charges

Delivery Charge.

Delivery Charges for orders are calculated depending on:

- The total weight of your order (this includes packaging, and is based on the cubic volumetric size of the box). - Where in Australia your order is being delivered.

- If you require express delivery, will increase the cost of delivery.

Own Courier.

Epson will not allow the arrangement of personal couriers. The delivery of all products from Epson to the Customer shall be arranged by Epson using only Epson nominated freight carriers. Do not arrange your own courier to collect the goods.

Checkout: Shopping Summary

The Cost of GST.

The total Goods and Services Tax (GST) for your order is stated in the 'Order Summary' section.

Making a payment 

Methods of Payment.

Epson Australia Pty. Limited (EAL) accepts payment via VISA, MasterCard or American Express credit cards via the Commonwealth Bank Internet Payment Gateway, or via PayPal. We also accept BPAY funds transfer or via zipPay order now pay later instant credit systems. Epson does not accept payment by any other method.


Commonwealth Bank (CBA) Internet Payment Gateway is used. On this Bank Website, CBA will verify credit card information and credit availability. This site will advise you that your Order has been accepted and e-mail you confirmation that your Card has been debited. You must then wait until you are returned to the Shop Online Order Completed Page and an order number. An e-mail will also be sent confirming the order.

Please note that Buyer credit card numbers and financial details are not processed or retained on EAL systems.

Credit card providers may activate additional security measures, such as Verified by Visa or MasterCard SecureCode or American Express SafeKey on your credit card (requiring an additional password, PIN or SMS number to your mobile phone). We have no control or access to credit card authentication systems. For all credit card, PayPal, BPAY or zipPay issues you must contact your bank, credit card provider, PayPal or zipPay.

BPAY is a service that allows you to make an electronic payment from your bank as a funds transfer. During the BPAY process customers will be presented an invoice for their order in PDF format including the BPAY Biller Code and Transaction Reference Number. BPAY normally takes 1 or 2 business days for your payment to reach our account. Once we receive your payment, your order status will change from Awaiting Payment to Order Received, and your order will then be processed for dispatch. If we don't receive your payment within 5 business days, your order will be cancelled, and the reserved products will available for other customers.

zipPay https://zippay.com.au/ is a credit service offered by zipMoney Payments Pty Ltd (ABN 58 164 440 993, Australian Credit Licence Number 441878) ph. 02 - 8294 2345, where at the time of purchase you can apply online for a credit account, and pay-off the balance over time. zipPay will issue a statement on the first day of next month, and if you pay within 30 days of statement, then it will be free of charges. Otherwise you can choose extend the payment period, and each month a $5.00 service fee will be charged. A minimum monthly repayment amount of $40.00 is required. During the online application process, zipPay may perform a credit check prior to offering you credit. Should you choose to utilise zipPay as a form of payment on Epson’s Shop Online, information you provide to Epson Australia such as your name, address, email address and phone number will be passed to zipPay to faclitate this transaction. You can read ZipPay’s privacy policy here: https://zippay.com.au/privacy/. Your banking / repayment transactions are conducted via the zipPay website, and Epson does not have access to this information. Customer financial details do not pass through or are retained on Epson's systems. For any credit or repayment issues please contact zipPay directly. 02 8294 2345. For more information visit the zipPay page or visit zipPay or their FAQ page. or their Privacy Policy page.

Payment on Delivery.

You cannot pay for your order on delivery. Epson will only accept payments via online methods such as CommWeb Credit cards, PayPal, BPAY or via zipPay. 

Merchant Information.

Internet Payment Service

During the shopping process you will come to the 'Commonwealth Bank - Internet Payment Service' screen. On this screen you will find 'Merchant Information'. For more merchant information, click on the 'Click here to see more' link, found above your invoice number.

Payment Received.

The CBA, PayPal or zipPay website will advise you online if your payment has been accepted and the Epson Shop Online site will automatically e-mail you a confirmation once the financial/banking transaction has been completed. You will then be returned to the Order Completed Page where you can print your order reference number.

Once a BPAY payment is received, your order status will change from Awaiting Payment to Order Received, and an e-mail order confirmation will be sent.

Credit Card Details. 

Your credit card details are not entered into, pass through or are retained by Epson's systems.

 My Account

What you can view.

Starting at the My Account page you can view:

  • Shop Online - Start buying now.
  • Back to My Trolley - Continue to checkout or Shopping.
  • Order History - Review past and/or your pending orders.
  • My Club Epson Account - Update your personal details
  • Log out

Checking Order Status.

To check the status of your order - 

1. Start at the 'My Account' page
2. Click on the 'Order History' link.
3. Find your web order number and click on the blue information icon next to the order number.
4. In the 'Order Details' table, 'Order Status' will show you the current status of your order.

Your order status could be:

  • Awaiting Payment - For BPAY customers who have placed an order, and we're waiting for their payment.
  • Order Received - Your order has been received on our website.
  • Order Processing - The Mainframe is processing your order and checking stock levels.
  • Order Accepted - Your order has been accepted and allocated stock.
  • Order Picking in Progress - The products in your order are currently being picked for packaging in the warehouse.
  • Order Dispatched - Your order is ready and waiting to be shipped or has already left the warehouse.
  • Order Postponed - There might be a problem with your order or further verification by the bank is required, as a result the order has been put on hold. The Shop Online administrator will review the order and either process the order or cancel the order and refund your credit card, zipPay or PayPal account.

The Order History page includes the details for that order, including a PDF copy of the invoice. Click this icon to see the PDF invoice if you need a reprint.

Changing personal details.

To change your Personal Details - 

1. Start at the 'My Account' page.
2. Click on the 'Edit my Personal Information' link.
3. Change the appropriate fields.
4. Click on the 'Update details' button to make your changes.

Changed e-mail address.

If you have changed your e-mail address since registration, you should update your personal details with your new e-mail address.

To change your e-mail address -

1. Start at the 'My Account' page.
2. Click on the 'Edit my Personal Information' link. 
3. Enter your new e-mail address in the 'E-mail Address' field.
4. Click on the 'Update details' button to change your e-mail address.

Received Order.

If your order has been received by Epson an e-mail confirmation* will be sent to you within a few minutes of making your order. 

*If you do not receive confirmation make sure that your e-mail address is correct in your 'Personal Details' and contact the Epson Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm).

Order Inquiries

Haven't received order.

If you have not received your order within a few days after the expected delivery date, don't panic, your order should be on its way. To check the status of your order - 

1. Start at the 'My Account' page.
2. Click on the 'Order History' link.
3. Find the Web order number and click on the blue information icon next to the number.
4. Click on the 'Consignment Number & Dispatch Times' link under the 'Delivery Details'.
5. 'Date/Time Dispatched' will show you the date, time, products and quantity that left the Epson warehouse.
6. Expected delivery time is 2-7 working days after this date, depending on your delivery option and your distance from Sydney.

When the order leaves our warehouse an e-mail will be sent to you with the consignment note tracking number and this can be entered to track the progress of your order:

Australia Post
https://auspost.com.au/parcels-mail/track.html#/track    Please allow 24 hours for their systems to update, and to show the package location.

AirRoad
https://www.airroad.com.au/    Please allow 24 hours for their systems to update, and to show the package location.

If you still have any questions contact the Epson Customer Service Help Line: 1300 361 054 (Mon - Fri   8:30am - 6:00pm). 

Not home when order arrived.

If you were unavailable to receive your order, you should follow the directions on the "unable to deliver" card to secure receipt of the goods. For Australia Post deliveries, please contact your local Post Office for collection.

If Australia Post have lost your package please contact the Epson Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm).

Cancelling an order.

If you want to cancel an order, you must contact Epson Customer Service immediately on 1300 361 054. Epson will endeavour to accommodate your request, if the merchandise has not already been shipped. If it has already been shipped, then you'll have to return the item. Please contact Customer Service 1300 361 054.

Refund for Cancelled order.

If you cancel your order the amount refunded will depend on whether your -

  • Entire order is cancelled prior to shipment - a credit for the full amount will be applied.
  • Order has already been shipped - the normal returns and exchanges procedure will apply.

 

Return Policy.

For information on the return of goods read the Terms & Conditions of Sale.

How to return.

The procedure for returns depends on your reason for returning your order - 

  • Incorrect ordering of Consumables - All merchandise for return or exchange must be in new condition, unopened, with its original packaging and returned within 7 days of receiving the goods. If you wish to return or exchange merchandise, phone Epson customer service on 1300 361 054 to arrange an RMA number.
    Once the original item is received by Epson a credit will be issued against your credit card and you may have to pay a $15 restocking and administration fee.
  • You have changed your mind - All merchandise for return or exchange must be in new condition, unopened, with its original packaging and returned within 7 days of receiving the goods. If you wish to return or exchange merchandise, phone Epson customer service on 1300 361 054 to arrange an RMA number.
    Once the original item is received by Epson a credit will be issued against your payment method for the returned items, you may have to pay the freight charge or a restocking fee which ever is the greater.
  • Your order arrived damaged* - You must notify Epson within 48 hours of receipt of delivery and the consignment note must be annotated as "Received Damaged". 
    *The "damage" is restricted to damage caused in the journey from the Epson warehouse to the destination specified by you.
  • Incorrect supply of order by Epson - Contact Epson within 7 days of receipt of delivery by ringing the Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm). Epson will gladly pick up the wrong order and deliver the correct order as soon as possible. There will be no charge for this type of return.

Damaged products.

If your order fails to function on set up, is damaged, broken or fails within 30 days of purchase it may be deemed Dead on Arrival (DOA). You should inform Epson of any products that are DOA so that Epson can arrange for them to be replaced. 
Prior to contacting Epson please perform the simple checks in the DOA Checklist within Epson's Terms & Conditions of Sale. If your order is deemed to be DOA contact Epson Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm). This excludes Factory Seconds items, where a 6 month product warranty applies, and the goods are then returned to nearest service agent for warranty repairs, contact Epson Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm).

Other Pages

Privacy Policy details Epson's approach to your privacy - Privacy Statement

Security Policy details Epson's approach to secure trading Security Policy

Terms & Conditions of the Website details general website Ts&Cs Terms and Conditions

Terms & Conditions of Sale details the terms of purchase & return Terms and Conditions of Sale

Contact Us

By phone:

Customer Service Help Line:  1300 361 054 (Mon - Fri   8:30am - 6:00pm)

By e-mail:

Pre Sales Enquiries - Customer Service Pre-Sales

Post Sales Support (Technical Support)- Customer Service Post-Sales

Address

Post:
Locked Bag No. 2238
North Ryde BC 1670
NSW 2068

Street Address:
Epson Australia Pty Limited
3 Talavera Road
North Ryde NSW 2113

Feedback
We are always looking at ways to improve our service to you, so if you have any suggestions please e-mail us through the contact form on the Shop Online website http://tech.epson.com.au/contact/.