Freight charges must be on the order if you have requested Air Freight
Q. What time are orders dispatched?
A. Orders placed on Interlogix will be dispatched the following day from our Melbourne warehouse (pending stock availability). Online orders will be accepted until midnight of that day in order to have goods dispatched.
Q. How will my order be dispatched?
A.Orders are dispatched via road (air freight is available at additional cost). All stock available will be partially shipped unless "no partials" has been requested on your purchase order.
If you have goods that need to be shipped outside of Australia, you will need to provide details of your Freight Forwarder. Alternatively our customer service team can arrange for freight which will be invoiced direct to you.
Q. I have an account with Interlogix, can I come and pick up my order from your warehouse?
A. Yes you can! All orders can be picked up directly from our warehouse in Rowville, Victoria, but you must contact our Customer Service team first who will advise when your order is ready for collection..
Q. Who do I call if I receive a short shipment/over supply?
A. Contact customer service to advise them of the short shipment/over supply. You must report these within 2 weeks of receiving the shipment. This will allow the warehouse to check stock levels. It is often too late to check shortages reported after 2 weeks due to the turnover of stock.
Q. If I want to return a unit back for a credit, what do I need to do?
A. If you have not purchased the item direct from Interlogix, you must return the unit to your supplier.
If you purchased the item from Interlogix you can contact the Customer Service team who will ask you to complete an Return Material Authorisation (RMA) form'. You must quote your original order number. All requests for credit must be approved by an internal team. If approved, the Customer Service team will issue you with an RMA number. If your credit is not approved, Customer Service will contact you to advise.
Any units being returned for credit must be in a re-sellable condition which will determined when our Service Team have received the unit. Any unit not returned in a re-sellable condition will be returned to customer without a credit issued.
Q. How do I return a unit for repair?
A. Complete an RMA request form and select 'repair'. You must quote your original order number, unit product code and serial number. The service department will issue you an RMA number and advise the address for you to return the unit to.
Q.What happens if I have a unit that requires repair, but is out of warranty?
A. If you have not purchased the item direct from Interlogix, you must return the unit to your supplier.
f you purchased the item from Interlogix: Once the unit is returned and assessed by our service technicians, they will quote on the repair. This quote will be sent to the customer with a request for authorisation to complete the repair. No work will be done without the authorisation of the customer.
Q. What is your policy on Advance Replacements?
A.. If you have not purchased the item direct from Interlogix, you must return the unit to your supplier.
A unit will only be advanced replaced if is is Dead on Arrival (DOA) or fails within the first 30 days. Contact the customer service team who can forward the relevant forms and information. Typically a new unit will be sent out to you with an invoice, however upon receipt of the faulty unit, your new invoice will be credited.
Q. How do I register my TITAN Software?
A. Included in the new TITAN DVD case is a software CD-ROM and product registration
card that holds a unique 12 digit serial number. This serial number must be
entered in correctly at time of installation and is also used to register online
to obtain an activation code for the product.
If you do not have access to the internet, please call Customer Service on +61 3 9239 1200 (outside Australia) 1300 361 479 (within Australia) and an activation code will be provided.