FAQ’s

Closing your account, or unsubscribing from communications. What is the difference?

By choosing to close your account you will terminate your account, membership, exclusive offers registered to your account and will stop receiving communications with offers, product updates, news, information and member only event invitations.

We would like to assure you that your records will continue to be treated in accordance with the strictest measures of our privacy policy.

If at a later date you would like to reactivate your account, you will need to re-register your products.

Alternatively, you can unsubscribe from communications (emails, SMS etc.) by changing your subscription preferences. Your order details, product registrations and account details will still be available to you.

You can terminate your account by logging in to your current account and following the prompts.

How do I close my account?

By choosing to close your account you will terminate your account, membership, exclusive offers (coupons, gift cards in your account) and will stop receiving communications with offers, product updates, news, information and member only event invitations.

We would like to assure you that your records will continue to be treated in accordance with the strictest measures of our privacy policy.

You can terminate your account logging in to your current account and following the prompts.

How do I unsubscribe?

You can unsubscribe from all communications from SMATE by changing your subscription preferences in your account settings. You will stop receiving communications with offers, promotions, discounts, product updates, news, information and member only event invitations.

How do I reset my password?

If you have forgotten your password, simply click on ‘forgot my password’ and follow the prompts to create a new one. Contact our very helpful SMATE support team, if you continue to experience issues with logging in by either calling us or contacting us via the online form under ‘Contact Us’ section of the SMATE website. If you want to talk to us, you can contact us at [email protected] or call us on our toll free line (from landline only) 1800 082 221 (Mon to Friday, 9am to 5pm).

How can I change my registered email address?

Our SMATE support team will assist with all account enquiries that you may have, or simply log in to your existing account and update your details.

What are some tips about passwords, privacy and safety?

Here is some information about passwords and privacy.

Creating a strong password.

To keep your account safe, we ensure that a series of password strengthening measures are in place.

Your password will need:

  • A mixture of letters, numbers and symbols
  • A password that is between 6 – 20 digits
  • No spaces

Tips for your personal safety

  • Make sure your backup password options are up-to-date and secure
  • Use a unique password for each of your important accounts
  • Don’t use personal information or common words as a password
  • Keep your passwords secure

How do I log into my account?

First time logging in? Your Smate account is waiting for you. Your registered email address will remain the same. Use your account details e-mailed to you after registration to login. You may reset your password by simply visiting the account section.

Forgot your password? To avoid confusion, you might like to reset it through your MySmate portal. Click the forgot password option and follow the prompts.

What are the current Member benefits?

By simply being a member, you are eligible for:

  • Lodging ‘My Offer’
  • Special & exclusive member only offers, promotions, gifts & discounts
  • Exclusive News & Offers
  • Tracking your product registrations
  • Any applicable student or pensioner discounts
  • Tracking your credit points status
  • Tracking your purchase history

How do I create/log into MySmate account?

Register with your details on the website for creating the account, filling in all the mandatory fields on the online form. After successful registration, you will receive a confirmation e-mail from SMATE to confirm your registered e-mail. Once the e-mail is confirmed you will receive your account details to log in to your account. When returning, simply use your account details with the password selected to log in.

What is my MySmate account for?

Creating your MySmate account will provide you membership with Smate and access to Smate Online services. You can buy products online, track purchase history, lodge support requests, lodge Your Offer, apply for discounts & check your membership/discount status, store & view your details and enjoy other regular exclusive member benefits with promotions, discounts and offers.

At SMATE we take pride in our quality products and services and we value you, our customers. If at any time you feel our products do not meet your requirements please contact our team within 7 days of receiving your order to discuss a refund, credit or exchange. We’re here to help you 9am – 5pm (AEST), Monday – Friday.

What is a backorder ?

When a particular product in on order getting manufactured and not received in our stores in Australia, we accept backorders. A product on backorder will be clearly labelled for you to understand it is on backorder at the time of ordering.

When a backorder is placed and confirmed by you, you will be notified via e-mail of the status of the order. Typically we process the backorders within 2 to 3 weeks of it being received.

How do I track my order?

When your order is placed, you’ll get a couple of notifications. You’ll receive an email with your tracking number and an invoice with order confirmation so keep an eye out on your inbox. You may also get a call from our delivery team for large purchases should they need to arrange a time to deliver.

Can I see the status of my order in My Account?

Absolutely! Orders that have been arranged for delivery and shipped will have a tracking number available in your inbox for tracking and status of your order. Your purchase will automatically register under orders in your account.

How do I add items to my cart?

Simply find the product that you wish to purchase and use the “Add to Cart” button. Items that are sold out may not be able to be purchased and will display a “Sold Out/ Backorder” badge. You can also proceed to your cart and update the quantities, or remove items, from your order.

What payments methods are accepted?

We currently accept the following payment methods.

  • Visa
  • Mastercard
  • Discover
  • American Express
  • PayPal

Can I exchange my order?

If you are unhappy with your purchase, received a faulty item or simply chose the wrong one, please check out our simple returns process below:

  • All products must have been purchased from Smate Online and have a Smate Online order reference.
  • Returns and/or exchanges are only available for products that are deemed to be damaged in transit (ie: before you received it), faulty out of the box, or do not work properly. For change of mind, you can return unopened items in the original packaging within 7 days of your purchase with receipt or proof of purchase. If 7 days or more have passed since your purchase we cannot offer you a refund or exchange.
  • Contact our Smate Store team within 7 days of receiving your order at [email protected] or call us on our toll free line (from landline only) 1800 082 221 (Mon to Friday, 9am to 5pm).
  • All returns, exchanges or refunds must have a returns advice (RA) generated and the original item returned before refunds or credits are generated.
  • Products must be returned in the original packaging and may only be returned if unopened.
  • Shipping and handling is non-refundable unless a replacement item is shipped out due to being damaged in transit, or faulty when opened at which Smate will assume the responsibility.
  • Refunds, credits and exchanges are based on the paid price on the original order.

How do I get a refund or credit?

If deemed faulty or damaged before you received your order, Smate will happily replace your purchase with a new item. No additional shipping charges will be added to your order and we’ll help arrange for the replacement to be shipped back to us.

For items where an incorrect colour, style or model has been chosen, as long as the item is in its original packaging, Smate may provide a credit or exchange. No credit or exchange will be issued until the item has been returned and inspected.

Where an exchange is accepted by Smate, there may be additional shipping charges depending on size.

Where applicable, refunds will be provided via the same form of payment used for your order.

Please use coupons carefully as these cannot be returned or exchanged.

What if I change my mind?

Please choose carefully as refunds are not normally provided. For change of mind, you can return unopened items in the original packaging within 7 days of your purchase with receipt or proof of purchase. If 7 days or more have passed since your purchase we cannot offer you a refund or exchange.

How much does delivery cost?

One of the benefits of buying directly from Smate is the low cost for delivery. We aim to keep costs low and not pass on large delivery costs like other retailers. We also won’t charge you extra if you want to buy multiple items. A tip is to sign up for an account and bundle products to get the benefits of Free Shipping on all orders for metropolitan deliveries.

Shipping costs depend on the options you choose, the size and weight of the item, and where the order is going. It’s really not that complicated. To estimate shipping costs, place an item in your cart and then click the “Proceed to checkout” button. On the order confirmation page, you can use the shipping calculator to determine any applicable shipping costs.

Generally deliveries in metropolitan areas based on promotion running will be free of cost and it will be reflected in the total cart orders as a discounted item against shipping.

Do you deliver to PO Boxes and Parcel Lockers?

As most of our products sold online are large, we currently do not deliver to PO Boxes or Parcel Lockers.

Do you ship overseas?

Yes, we can ship overseas. Please use the shipping estimate calculator at the time of check-out for shipping charges. Please refer the cart totals for any applicable shipping discounts once the estimate has been selected.

For support please contact us here or call us on 1800 082 221 (Mon to Fri 9:00am to 5:00pm AEST)

How long does it take to despatch an order?

We usually are able to despatch the same or next day if we receive your order before 9am Monday-Friday and items are in-stock & fully paid for (eg: credit card payment). Orders received on the weekend may be processed and despatched on Monday or Tuesday.

During a sale event, we can experience thousands of orders which may mean a delay. Please allow additional five (5) business days for the delivery during sale events.

Where there is a backorder, you will be notified via e-mail of the status of your order. Typically we process the order within 2 to 3 weeks for backorder deliveries.

How long do deliveries typically take?

Deliveries to metro areas in NSW, QLD and VIC should be received within 1-5 business days. For all other areas orders should be received within 1-7 business days.

Note: Should items be out of stock, or payment not cleared, there may be a delay on delivery of your order. SMATE will attempt to contact customers within reasonable time periods if there is a significant delay to an order. Where there is a backorder, you will be notified via e-mail of the status of your order. Typically we process the order within 2 to 3 weeks for backorder deliveries.

If you are requiring partial delivery or changes to delivery, please contact us at [email protected] or call us on our toll free line (from landline only) 1800 082 221 (Mon to Friday, 9am to 5pm).

What notifications will I get about delivery?

Tracking details and invoice details will be supplied via the email entered in the order delivery details field. Automated email notifications will be available after 6pm on the day of despatch.

How come the site won’t accept my address?

To make delivery easier, please use normal physical address during checking during the checkout process making sure it is available for delivery. A tip is to make sure you enter the suburb and state combinations used by the dropdown box and remove any special characters.

If you still experience difficulties please contact us at [email protected] or call us on our toll free line (from landline only) 1800 082 221 (Mon to Friday, 9am to 5pm)

My goods were damaged while being delivered, what do I do?

We understand the disappointment in opening a new product only to see it broken so there are no additional charges for out of box failures to get sent back to SMATE or exchanged. Please contact us at [email protected] or call us on our toll free line (from landline only) 1800 082 221 (Mon to Friday, 9am to 5pm) to arrange for your order to be exchanged or refunded. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

Please refer our returns policy for further information.

What is my Wishlist?

Your wishlist allows you to save and share your favourite SMATE products to view later.

How do I view or use my Wishlist?

In your new account section, you will be able to save your favourite SMATE products in a wish list format. This feature will make it easy to compare, shop and come back to your favourites later.

How do I share my favourite products using social media?

You can share products on facebook, twitter, pinit and google+, by simply clicking on your favoured social media platform and signing in. It will automatically be posted on your favoured social media platform.

What can I save in my Account?

You can save your contact & delivery details to make purchasing online easier.

Where can I view the privacy policy?

You can view the latest version of the privacy policy here.

Is my information secure?

Absolutely, your details are stored with some of the strongest encryption and best practices have been used to make sure your information is secure at all times.

Important details like credit card details are all encrypted to the latest standard supported by the best Australian payment gateway providers.

Additionally, we subscribe to best content security companies to provide us with additional layer of security against and online threats.

You can shop with us with all the confidence and trust.

Does SMATE manufacture its own products?

SMATE is an advanced engineering company. We design and manufacture our own products to the strictest quality standards from overseas equipment manufacturers. It our intent to manufacture all our goods locally, in the future.

How do I get my product repaired?

You will need to lodge a support request by contacting our service team at [email protected] or call us on our toll free line (from landline only) 1800 082 221 (Mon to Friday, 9am to 5pm). After approval of the service request, typically our technician will provide on-site repair for TVs and Audio systems.

SMATE will assess and repair products within a reasonable time. This time frame will be communicated via the service team but may vary due to parts availability or fault diagnosis. Where possible, all fees (labour, freight, assessment) will be communicated for purchases not covered by the Australian Consumer Law or manufacturer’s warranty. Where a fault is not found, there may be a service fee involved.

Where can I view the privacy policy?

You can view the latest version of the privacy policy here.

Where can I view the security policy?

You can view the latest version of the security policy here.

Is there any information about what type of information is being collected?

You can view the latest version of the privacy collection notice here.

I need info on the Consumer Law, can you help?

The ACL is a single, national law concerning consumer protection and fair trading, which applies in the same way nationally and in each State and Territory.

The Australian Consumer Law (ACL) covers all goods sold in Australia and has guarantees that cannot be excluded. Under the ACL, you are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality.

Please refer our t&c’s, returns and warranty page for further information. Please contact us in the first instance for any support matters.

What are consumer guarantees?

When a consumer buys goods or services, the ACL provides that they will have guaranteed rights that:

  • The supplier has the right to sell the goods;
  • Goods are of acceptable quality;
  • The description match the goods;
  • The goods are fit for the intended purpose as described by the supplier;
  • Repairs and spare parts are reasonably available;
  • Services are carried out with reasonable care and skill and are completed within a reasonable time.
  • For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au

We stand by our great products and prices, your orders are covered by the following.

Product Warranty

If you encounter quality issues within the warranty period you will be covered. Every product has a specific warranty period. If it is not stated in the product listing, contact us. Find out how here.

Price Protection

If you purchase a product and find within 72 hours the price has dropped, we will refund the difference.

7 Day Return To Us

For whatever reason if you are unsatisfied with your order within 7 days you can return it to us in new condition for a refund minus the shipping charges. Find out how here.

Best Price

Have you seen the same product listed commercially somewhere else online? Tell us and in most cases we will beat the price. Log into your account and complete the ‘Your Offer’ form on our website.

7 Day Product Guarantee

If your order arrives damaged, not working or not as described please contact us within 7 days of receiving the product. We will usually resend the order or offer you a full refund. Find out how here.

Will I need to send the item back to SMATE?

If we ask you to return the product we will discuss with you the most cost effective way to return ship it to us and give you full instructions including our address. You will receive your full/partial refund once we have received and checked the product.

Where do i send returns?

All returns are to be sent back to our returns facility. Details will be provided to you upon successful claim acceptance by our admin team. In most instances for products at fault we will organise the collections and/or defect repairs as per the repairers assessment.

Cancellation Policy

If you have placed an order and you have paid and you want to cancel, please contact us as soon as possible. After 24 hours it is possible to still cancel until the order has been shipped. contact us  ASAP to confirm the status.

If the order is in an early processing stage you may be able to change your mind and cancel the total order. You can ask for a refund or keep your payment as a credit to the account for later use.

If an order has been shipped it can no longer be cancelled directly. It will need to be returned to us  as per our returns policy.

Return Policy

You can view the latest version of the returns policy here.

Warranty Policy

You can view the latest version of the warranty policy here.

Why Doesn’t My Coupon Work?

There are numerous reasons why you’re not able to use your coupon; a reason will be given on the shopping cart page. Common reasons are:
The coupon:

  • Has Expired
  • May Have Been Used Already or Has A Use Limit
  • Is Entered Incorrectly
  • Not Applicable for any of the products in your shopping cart- Coupons can be for specific categories, products, or even just for a special promotion page.

Products with a “promo” / “sale” tag labeled are not allowed to use coupons.

If you have a coupon that is not working and you don’t know why please contact us.

What Are Points And Coupons?

SMATE offers various points and coupons for discounts and from time to time even free products. These discounts are offered via a coupon code. You can use points or coupons at the time of checkout by entering the relevant coupon code.

Where Do I Find Coupons?

You may be issued with a coupon as part of registration, promotions or sale events by SMATE. Signing up with SMATE, will ensure you are part of the valuable SMATE community of customers who are issued with coupons based on offers available by SMATE.

How Can I Redeem Coupons?

During the checkout process there is the option to enter the coupon code. Key in your coupon code in the specified place and click apply.