Shipping Information
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Frequently Asked Questions
Account
How to update address?
If you have a Fujitsu Credit Account, please contact our Credits Department by email - [email protected]. If you do not have a Fujitsu Credit account, you can log into your account, then go to your account profile and update your address.
Multi-Factor Authentication
What is MFA, and how do I set it up?
MFA enhances account security by requiring an additional verification method during login. You can choose to receive the MFA code via email or SMS. On your first login without SMS MFA, you will be prompted to provide a mobile phone number for authentication codes.
How do I update my SMS MFA number?
To update your mobile phone number for SMS MFA, please contact Fujitsu Assist. They will remove the current number, and you will be prompted to enter a new one during your next login.
Ordering and Shipping
How do I search for products or spare parts?
Use the 'Search' tab in the main navigation bar. Enter the part number or product name to generate a list of associated products. For spare parts, entering a model code will display all related components.
How can I estimate shipping costs before finalising my order?
During checkout, click 'Estimate' under the 'Order Summary' module. Enter your postcode when prompted to view the shipping cost for your order. Note: Finished goods shipping is free.
Can I expedite shipping?
No, only standard shipping rates are available for all orders.
How do I know when my order will arrive before I purchase?
Estimated delivery times:
- Metro areas: 2–5 business days
- Regional/Country areas: 5–10 business days
- Metro areas: 2–5 business days
- Regional/Country areas: 5–10 business days
What does 'Backorder' mean?
'Backorder' means the item is currently out of stock but expected to arrive soon. You can still place your order, and it will be fulfilled once stock becomes available.
Order Management
How can I track the status of my order?
Log in to your account and navigate to 'Order History.' Order statuses include:
- Pending: Order placed, awaiting processing.
- Processing: Order received, items being allocated.
- Shipped: All items have been dispatched.
- Partially Shipped: Some items have been dispatched; others are pending.
- Cancelled: Order has been cancelled.
- Pending: Order placed, awaiting processing.
- Processing: Order received, items being allocated.
- Shipped: All items have been dispatched.
- Partially Shipped: Some items have been dispatched; others are pending.
- Cancelled: Order has been cancelled.
How do I update my order after submission?
Email [email protected] with your order number and update request. Note: Order updates are not guaranteed due to processing times.
Returns and Warranty
How do I request a return or report a damaged product?
If you need to return an item or report a damaged product, follow the same return request process:
- If you have the 'Invoice Number,' start the return process via 'Order History' by clicking 'Start a Return.'
- If you don’t have the invoice number, go to the 'Order Summary' page, select 'Return Items' to view linked invoices, and proceed from there.
- Provide the necessary details, including images of the product (for damaged items, include photos of the packaging, both interior and exterior).
- Select the appropriate serial numbers, provide a valid reason for return, and upload an image if necessary.
Fujitsu will review your submission and follow up via email with confirmation or next steps.
- If you have the 'Invoice Number,' start the return process via 'Order History' by clicking 'Start a Return.'
- If you don’t have the invoice number, go to the 'Order Summary' page, select 'Return Items' to view linked invoices, and proceed from there.
- Provide the necessary details, including images of the product (for damaged items, include photos of the packaging, both interior and exterior).
- Select the appropriate serial numbers, provide a valid reason for return, and upload an image if necessary.
Fujitsu will review your submission and follow up via email with confirmation or next steps.
How can I check the warranty status of a product?
Use the 'Warranty Lookup' module on the landing page. Enter the full model and serial number to retrieve warranty period, sale date, and expiration information.
Additional Support
Where can I find product manuals?
Search for the model number; if a manual is available, you can download it.
How do I contact customer support?
For assistance, call 1300 364 484 or use the contact form on the Contact Us page.
Return Policy
Please review our Return policy updated here.