Frequently Asked Questions

I can’t find the product I’m looking for, what should I do? 

Try to search for the product by only using some keywords, like model name or model numbercolour and see if the product shows up in the search results. 
If you still cannot find the product, contact support via the chat function (lower right corner) or contact us page. Example searches:  “G930 LCD black”  “s7 edge gold”.

When will you ship my order? 

Your order will be processed right away and we will ship it out on your preferred shipping method before the next cut off time. After shipping, we will inform you and provide you with the tracking details.

What shipping methods do you use? 

We can ship your orders by Australia Post, Couriers Please, TOLL Priority and TOLL IPEC. Depending on your preference, we also offer an option to use your freight account with your nominated carrier. 

You can check the exact shipping costs for each option in the checkout and make your decision with whom to ship. 

How much freight do you charge?

We price our products extremely competitive and so that you get the best possible rates every time, we offer various shipping options with real-time cost calculation on check out. 

Can we pick up goods from your warehouse? 

Yes, that is possible, but we would like you to place the order online first. Once the order is picked and ready to collect, we will contact you. Note: we won’t accept cash payment upon collection. 

What is the cut off time for dispatch on the same day? 

Our cut off times are simple:  
Domestic: 3 PM  
International DHL / UPS / TNT : 10:30 AM 
(Australian Eastern Standard Time) 

A product is out of stock, when will it be in stock again? 

Lead time varies significantly per manufacturer. We recommend using the notification function to get notified when items come back into stock or by placing a back order.

Can you order a specific product for me? 

Yes, we can special order goods in for you when you have a net terms account. Just reach out to our sales team for out-of-stock items to discuss your needs and possible lead times.

Can I get notified when a product arrives back in stock again? 

You sure can! Just use the function 'email when available' on the right side of the product page and we notify you straight away when we have the products you are looking for back in stock. 

How do I open a Customer Account on OEM Pro? 

Fill out the new customer registration form and submit it. After processing your application we will contact you with your login details. For urgent matters, you can always contact us by the contact button in the lower right screen 

What payment methods do you accept? 

We offer flexible payment methods. You can pay us via POLI Pay and bank transfer. We can offer net terms accounts for selected clients.  

Can I pay by PayPal? 

To keep the prices down and affordable we are not accepting PayPal payments. 

What are the advantages of a business account? 

With a business account, you are eligible for wholesale pricing! The more you buy, the bigger the savings! 

What is your warranty? 

All spare parts come with 6 months warranty. We can replace the faulty item or we can issue a store credit. When a product is faulty you need to return it in its original condition and packaging to us. If the fault happens after installation you are still covered, providing that there is no physical damage and it has been installed professionally and by the manufacturers' guidelines.  We exclude any form of physical damage. 

Can I return products? 

You can return products within 14 days after purchase providing they are unused, undamaged and in original packaging. If your order was a special order, you can not return the goods.

Do you sell other other brands? 

No not via the website, contact us to discuss your requirements.

What is your minimum order? 

There is no minimum order!   

Does OEM Pro offer a repair service?

No, we do not offer any repair services. 

I haven’t received my Order? 

Please use the following numbers to start an investigation with your courier. 

  • Australia Post - 131318
  • Couriers Please - 1300 361 000
  • TOLL Priority - 13 15 31
  • TOLL IPEC - 1300 865 547 - Option 5

For financial compensation, we require to see the outcome of the investigation report.

Replacement stock can be sent and requires payment upfront unless you have an account with payment terms.

Items that are damaged are dealt with in the same process as the above point. 
Items not received - If your item still shows pending delivery on tracking site, we will happily contact your respective courier and enquire about the shipment on your behalf.

    COVID-19 Shipping Impacts

    The Australian courier network is still experiencing challenges presented by the pandemic, and services are operating with additional safety measures to protect both staff and customers.

    There may be order delays due to reduced air transport, access to 'hotspot' areas, and the processing of larger parcel volumes.

    We appreciate your patience during this time and will assist with parcel queries to your selected courier.

    Is my parcel insured?

    Yes. For peace of mind, all items we ship are fully insured. For details, you can call us in +61 7 3139 1559.

    If you choose the 'Your Own Courier' option on checkout, insurance is your responsibility.