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 Frequently Asked Questions
About Us
| Q: |
Who is Wicked Digital? |
| A: |
Wicked Digital is an Australian Owned Business based in Neutral Bay, Sydney Australia. It is a
family owned and run business established in 2003 with a retail shop front in Neutral Bay, which
then closed in August of 2006, due to the preference of our customers to buy from us online.
Unlike many lesser online stores running from a second bedroom of their house, who simply
grab a suppliers complete price list and make all products available on their web site with little
or no knowledge of the products, we sell products we can talk to our customers about, assisting
them with the right solution for their needs, all from our office in Neutral Bay.
Wicked Digital is the only store in Australia that can supply equipment from the recording
process, with our range of Professional Recording Products, through to the end user listening
experience with a range of high quality Audio Products, and almost everything inbetween.
We can guide you with your home recording project, including which microphones to use, right
through to establishing a fine audio playback system based around some of the finest audio
components available, at almost any budget. |
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| Q: |
Why should you buy from Wicked Digital? |
| A: |
As heavy users of the web ourselves, we understand the need to feel secure in using a new
online store that you are not familiar with, and have gone to great lengths (and expense) to
ensure YOUR security when using our web site.
You will see two logo's on the left hand side of our web site, the first of which guarantees we are
legitimate credit card merchants and provides YOU with a US$10,000 insurance policy. The
second guarantees our web site is hacker proof so that YOUR information is secure. Our web
site is checked DAILY to ensure the security of our customers information.
In the bottom right corner of our site you will see a red triangle, when you mouse over this
triangle section you will see our identity is guaranteed to the tune of US$100,000 so you can
rest assured you ARE dealing with the real Wicked Digital as registered with ASIC.
How many other stores you're thinking of dealing with provide this level of security? |
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| Q: |
What is the best way to contact Wicked Digital? |
| A: |
The best way by far is via email - unlike other companies who take days to answer their emails,
we strive to respond to your emails immediately, even after hours. It is not uncommon to get a
reply to your email at midnight because we know how important it is to get answers to your
questions as soon as possible. |
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| Q: |
How do I find Wicked Digital's office location? |
| A: |
Wicked Digital is located at:
Level 1, 37 Parramatta Rd
Annandale 2038, NSW AUSTRALIA |
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| Q: |
Can I visit Wicked Digital office to look at or try products? |
| A: |
No, we do not have a showroom for our range of products, all sales are via the web only, so
please do not visit to make any purchases. |
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| Q: |
What are our office hours? |
| A: |
Monday to Friday, from 10AM in the morning until 4PM in the afternoon. Email support is available
24/7. |
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| Q: |
Are all of your products brand new? |
| A: |
Yes. We only sell brand new product. However from time to time we sell our floor stock items at a
reduced rate, we make this very clear on the product information page if this is the case. |
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| Q: |
Do your products have warranty? |
| A: |
All the products we sell come with full manufacturers warranty as provided by the Australian
Distributors. |
Pricing Information
| Q: |
Why are many products at full retail price? |
| A: |
Many suppliers ask that we do not show ANY discount for their products, we comply with that
request. Premium Members of our site when logged in will have better pricing available to them.
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| Q: |
Why do I need to contact you to get a better price, can't you just show your best price? |
| A: |
We are restricted by some suppliers from showing anything other than retail price for product
they distribute. We comply with their request, but we WILL provide you a better price if you
contact us. |
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| Q: |
Will you price match another store? |
| A: |
Yes we will price match, where it is possible and makes sense for us to do so, we do not offer any
guarantee. Every product detail page has a simple form where you can enter the
competitors price, web site link and your email address. Fill this in and we will get back to as
soon as possible. NOTE: We will only price match another authorised Australian retailer, we will
not price match overseas or local grey marketing retailers, or one off sale items from local stores. |
Warranty Information
| Q: |
Do all products sold through Wicked Digital have Australian warranty? |
| A: |
Yes! Every product sold through Wicked Digital is sourced from the Australian supplier/importer
and comes with the warranty provided by the supplier/importer. |
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| Q: |
What if I require warranty repair of my goods? |
| A: |
Please log into our site using your normal login details, and select ORDER HISTORY in the right
side menu just below YOUR CART. When you find the order associated with your warranty request,
select it and look at the bottom of that order invoice for the WARRANTY RETURN AUTHORISTION
section. Complete the form and we will process your request. |
Payment Information
| Q: |
How can I pay? |
| A: |
We offer 4 ways to pay for your order: PayPal, Credit Card, Bank Transfer and Telephone
Order. It's important to understand the requirements and instructions before placing your order
with any of the following options.
Pay by PayPal
Do you have a PayPal account? CLICK HERE to sign Up
- it's FREE and EASY. If you choose to
pay by PayPal, you may also do this at checkout time. PayPal provides secure payment for
goods, and is simple and easy to use.
Pay by Credit Card
Wicked Digital accepts AMERICAN EXPRESS, MASTERCARD and VISA credit cards. We process
your card manually OFFLINE, and NOT directly through a payment gateway. Our system does
check your card details for legitimacy and perfoms a full fraud check on the details you provide,
at the time you place your order.
Pay by Bank Transfer
If you prefer you may make your payment by Bank Transfer from your bank to ours. Please
allow 1-3 days for those funds to appear in our account, before your order ships. Our bank
details are as follows:
Wicked Digital's bank details for payment are as follows:
Bank: Westpac | Account Name: Wicked Digital Pty Ltd Trust Account
Account Number: 248777 | BSB Number: 032 197
Please quote your Order number on payment.
Pay by Telephone
If you prefer to provide credit card details by telephone, select this method and we will call you
on the telephone number provided, to take your credit card details. Please ensure you have the
following information at hand:
• Card Type
• Card Number
• Card Expiry Date
• Security Code on the back of the card |
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| Q: |
Is it safe to put my Credit Card information into your web site? |
| A: |
At Wicked Digital we take every step to ensure your credit card details are safe. Our site
uses technology that ensures your personal and payment information is kept confidential and
secure.
The COMODO Credit Card TrustLogo 'Point to Verify' assures you that Wicked Digital has
been authenticated by COMODO as an authorised Credit Card Merchant.
You may validate our website details through the unique "point to verify™" technology. The
ID Authority will then assure you of the credit cards we have been authorised to accept for
our site.
 To further
protect your credit card information on our systems, we have employed the services of a global
server checking authority to check our servers for secuity every day. This ensures your
information can not be hacked into and stolen. |
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| Q: |
Is Wicked Digital's web site secure? |
| A: |
 Shopping on our site is
safe!
When you provide us with any personal information
including your name, address, e-mail and credit card number, it is processed over a secure
connection on secure servers. We use Secure Socket Layers (SSL) to encrypt all information
you provide before sending it to our servers. SSL is the industry standard and the best
software available for secure ecommerce transactions. |
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| Q: |
Fraud Prevention |
| A: |
 At Wicked Digital we take Fraud very seriously
and take every measure to protect both ourselves and our customers. We us MaxMind Fraud
Prevention services to check every transaction through our store. Any act of fraud though our
site is referred to the relevant authorities. |
Premium Membership
| Q: |
What is Premium Membership? |
| A: |
Premium Membership is not unlike a 'loyalty programme', in that it rewards the continual
patronage by Wicked Digital customers, and provides savings on products which currently show no
discount on our web site. |
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| Q: |
How do I get Premium Membership? |
| A: |
Premium Membership is awarded automatically to any new customer AFTER their first purchase
with Wicked Digital has been completed and shipped. All purchases after the initial purchase will
have the benefits of Premium Membership |
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| Q: |
So how does it work? |
| A: |
Well if you are planning to purchase a new sound system or home theatre system, become a
customer first by buying something small such as headphones, experience the industry leading
service we offer, and become a Premium Member to start saving! |
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| Q: |
Special Note Regarding Premium Membership |
| A: |
No further discounts will be applied to products which already show a discount, such as our
extensive range of headphones. And remember to always login when you visit our web site to see
the savings that Premium Membership offers.
It does not matter when you bought from us, if you have done so in the past, then you now have
Premium Membership so login and save now! |
Shipping Information
| Q: |
Where do you ship to? |
| A: |
We will ship goods anywhere in Australia. We will NOT ship goods outside of Australia, so
please do not ask us to. |
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| Q: |
How much do you charge for shipping? |
| A: |
We ship Australia wide FREE of charge, for most products with the exception of Tasmania which
does incur a small charge of $5. Larger heavy items have a charge attached in some cases. |
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| Q: |
Who do you ship your goods with? |
| A: |
 We ship all packages via the
Australia Post eParcel service, which is similar to a courier service within the Australia Post
network. A signature is required on delivery. |
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| Q: |
What is Sydney Headphone Express Delivery? |
| A: |
Most Sydney CBD stores are charging full retail for headphones, some are even above retail
price! We understand you want your headphones quickly, but there is no need to pay retail
again! With our heavily discounted prices and the added cost of our express delivery ($7.50),
we are still cheaper than the city stores. So place your order and spend your lunch break
having lunch instead of shopping!
The 3 Hour Express Headphone Delivery is available for the Sydney CBD and limiited
surrounding areas for orders placed prior to 2PM and will automatically be offered if you live in
one of the applicable areas. Orders placed outside of business hours will be shipped the
following morning for delivery that day. |
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| Q: |
What if I am not home when my package arrives? |
| A: |
A card will be left in your letter box, notifying you of the attempted delivery. You will be required
to pick up your package from the local post office. |
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| Q: |
Can I track my order after it has shipped? |
| A: |
Yes, you can track your purchase through the Australia Post eParcel web site at:
Australia Post eParcel Tracking
Please allow 24-48 hours after shipping confirmation, for information regarding your order to
be available on the eParcel web site. |
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| Q: |
How long does it take to deliver my order? |
| A: |
Delivery times depend on a Parcel's place of origin (Neutral Bay) and its destination. Based on
this,
Australia Post has provided the following delivery times:
| Delivery
description |
Delivery by |
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| Delivery within the same city or town |
next working day |
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| Between cities and large towns in the same
state |
1 - 3 working days |
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| Between other locations within the same
state |
1 - 3 working days |
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| Between adjoining east coast capitals
(including Adelaide) |
two working days |
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| Between other capital cities |
3-5 working days |
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| To other interstate locations |
4-6 working days |
These timetables are provided by Australia Post and are guidelines only, based on reasonable
expectations and experience. For more detailed information, please confirm with your local
Post Office. |
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| Q: |
What if my order does not arrive, will I lose my money? |
| A: |
All product we ship is fully insured and covered for loss should it not arrive at your door.
Although there will be a delay in getting your goods should this happen, you WILL get your
goods or your money refunded. |
Latest Additions
Huge Range of Headphones | Audio & Video Hi-Fi | Business Solutions | Convergence
Active & Passive Speakers |
Audio & Video Cables |
Recording & Pro Audio
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